Pembuatan Standard Operating Procedure (SOP) IT Helpdesk Berbasis ITIL V3 2011 dengan Menggunakan Analisis Kesenjangan (Studi Kasus: LPSE ITS)

Ahmad, Faizun (2018) Pembuatan Standard Operating Procedure (SOP) IT Helpdesk Berbasis ITIL V3 2011 dengan Menggunakan Analisis Kesenjangan (Studi Kasus: LPSE ITS). Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Untuk menjamin kualitas dalam suatu layanan, salah satunya dapat dilakukan dengan mengoptimalkan Standard Operating Procedure (SOP). IT Helpdesk LPSE ITS merupakan unit kerja ITS yang menyediakan layanan untuk pengadaan barang jasa secara elektronik. IT Helpdesk LPSE ITS telah menerapkan SOP yang merupakan adopsi dari Lembaga Kebijakan Pengadaan Barang/Jasa Pemerintah (LKPP). Namun SOP tersebut tidak bersesuaian dengan kondisi saat ini akan infrastruktur, sumber daya manusia di LPSE ITS. Sehingga diperlukan suatu SOP yang dapat mengakomodasi kondisi saat ini di LPSE ITS serta menjadi SOP turunan dari LKPP. Pengambilan data, perancangan hingga analisis dilakukan oleh penulis menggunakan metode analisis kesenjangan. Kesenjangan dilakukkan dengan membandingkang antara kondisi eksisting dengan kondisi ideal menurut best practice ITIL V3. Hasil analisis ini akan digunakan sebagai dasar dalam pembuatan rekomendasi SOP yang dapat membantu IT Helpdesk LPSE ITS untuk meningkatkan kinerja dalam mengelola layanan operational TI. Sehingga dalam Tugas Akhir ini dihasikan rekomendasi dokumen SOP yang berbasis best practice ITIL V3 terverifikasi dan tervalidsi sesuai kebutuhan Helpdesk LPSE ITS. ============================================================================================================= To ensure the quality of a service, one of them can be done by optimizing Standard Operating Procedure (SOP). IT Helpdesk LPSE ITS is one of ITS unit that provides services for e-procurement. IT Helpdesk LPSE ITS has implemented SOP which is made by Lembaga Kebijakan Pengadaan Barang Jasa Pemerintah (LKPP). However, the SOP does not correspond to the current condition of infrastructures, human resources in LPSE ITS. So its need an SOP that can accommodate the current conditions in LPSE ITS and become SOP derivative of LKPP. Data retreival, designs and analysis is done by the author using gap analysis. Gap analysis is used by comparing the existing conditions with the ideal conditions according to best practice of ITIL V3. The results of this analysis will be used as a basis for making SOP recommendations that can help IT Helpdesk LPSE ITS to improve performance on IT operational services. So in this final project, the recommendations of SOP document based on best practice of ITIL V3 are verified and validated by IT Helpdesk LPSE ITS.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: IT Helpdesk LPSE ITS, Standard Operating Procedure (SOP), ITIL V3, Analisis Kesenjangan
Subjects: Q Science > QA Mathematics > QA75 Electronic computers. Computer science
Divisions: Faculty of Information Technology > Information System > (S1) Undergraduate Theses
Depositing User: ahmad faizun
Date Deposited: 03 Apr 2018 01:54
Last Modified: 03 Apr 2018 02:25
URI: http://repository.its.ac.id/id/eprint/50178

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