Perancangan Tata Kelola Manajemen Insiden TI Berdasarkan Kerangka Kerja ITIL 2011 (Studi Kasus Pada PT. Bank ABC)

Pratomo, Valentino Budi (2016) Perancangan Tata Kelola Manajemen Insiden TI Berdasarkan Kerangka Kerja ITIL 2011 (Studi Kasus Pada PT. Bank ABC). Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Kemajuan Teknologi Informasi (TI) dalam industri perbankan menuntut setiap bank untuk tidak hanya sekedar meningkatkan inovasi, namun juga mampu untuk mengelola dan mencegah setiap permasalahan yang terjadi. Guna mendukung keberlangsungan bisnis perusahaan, PT. Bank ABC melalui divisi Group Strategic Information Technology (GSIT) diharuskan siap dan tanggap terhadap segala macam insiden yang terjadi pada layanan TI. Dengan adanya tata kelola manajemen insiden TI yang baik, bank akan dapat mengetahui, menyelesaikan dan mencegah setiap insiden TI yang akan terjadi. Untuk mendukung perancangan tata kelola manajemen insiden TI tersebut, digunakan kerangka kerja ITIL 2011 (ITIL V3 2011 Edition) sebagai acuan dalam proses maturity level assessment, hal ini dilakukan untuk memperoleh gap antara dua kondisi, yaitu tata kelola manajemen insiden TI saat ini (current) dan tata kelola manajemen insiden TI yang diharapkan kedepannya (target). Dalam penelitian ini, proses maturity level assessment dilakukan terhadap kondisi tata kelola manajemen insiden TI saat ini, dengan menyebarkan kuesioner kepada pihak yang terlibat dalam proses manajemen insiden TI, hingga kemudian didapatkan score baku. Hasil proses assessment tersebut, yaitu berupa score dari masing-masing atribut, kemudian dibandingkan dengan target score tata kelola manajemen insiden TI yang telah ditetapkan oleh pihak manajemen, yaitu sebesar 3. Dari hasil proses pembandingan tersebut, ditemukan gap atas tata kelola manajemen insiden TI yang ada, yaitu pada service operation area “Incident Management Process” terdapat nilai 1 dan 2, “Incident Management Metrics” dan “Activities in Place needed for the Success of Incident Mangement” terdapat nilai 1, serta pada “Incident Management Process Interactions” terdapat nilai 2. Dari analisa gap yang ada, diperoleh rekomendasi perbaikan dokumentasi terhadap service operation area tersebut yang dapat digunakan untuk perancangan Tata Kelola Manajemen Insiden TI berdasarkan ITIL 2011. Dengan dilakukannya penelitian ini, maka rancangan tata kelola manajemen insiden TI yang dihasilkan dapat digunakan dalam menghadapi kebutuhan manajemen insiden TI mendatang yang sesuai dengan kaidah kerangka kerja ITIL 2011. =============================================================================================== The advancement of Information Technology (IT) in the banking industry requires each bank to not only boost innovation, but also able to manage and prevent any problems that occur. To support the business continuity of the company, PT. ABC Bank through a division of Group Strategic Information Technology (GSIT) is required to prepare for and respond to all kinds of incidents that occur in IT services. With the governance of IT incident management are good, banks will be able to know, resolve and prevent any IT incident that will happen. To support the design of governance incident management IT is, the ITIL 2011 framework (ITIL V3 2011 Edition) is used as a reference in the process maturity level assessment, to obtain a gap between the two conditions, namely governance incident management IT today (current) and management of IT incidents that are expected in the future (target).In this study, the process of maturity level assessment was done on the current condition of the governance of IT incident management, by distributing questionnaires to parties involved in the IT incident management process, until then obtained score.The results of the assessment process, namely in the scores of each attribute, and then compared with the target score of governance management of IT incidents that have been established by management, scored 3. From the results of the benchmarking process, found a gap on the governance of IT incident management exist, namely the service operation area "Incident Management Process" there is a value of 1 and 2, "Incident Management Metrics" and "Activities in Place needed for the Success of Incident Management," there is a value of 1, and the "Incident Management Process Interactions" there is value 2. From the analysis of the existing gap, obtained recommendations for improvements to the service operation documentation of the area that can be used to design Incident Management IT Governance based on ITIL 2011. In this study, the design of the IT incident management governance produced can be used in dealing with the incident management needs for the future in accordance with the rules of the ITIL framework in 2011.

Item Type: Thesis (Masters)
Additional Information: RTMT 004 Pra p
Uncontrolled Keywords: Tata kelola TI; insiden; maturity level assesment; ITIL 2011
Subjects: Q Science > QA Mathematics > QA75 Electronic computers. Computer science. EDP
Divisions: Magister Management Technology
Depositing User: Mr. Tondo Indra Nyata
Date Deposited: 19 Oct 2017 02:22
Last Modified: 27 Dec 2018 04:19
URI: http://repository.its.ac.id/id/eprint/48986

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