Sujatmiko, Anggoro (2018) OPTIMIZATION OF IT SERVICE DESK RESOURCE ALLOCATION IN AN OIL AND GAS COMPANY (PT. X) USING WORKLOAD ANALYSIS METHOD. Masters thesis, Institut Teknologi Sepuluh Nopember.
Preview |
Text
Tesis Upload Anggoro.pdf - Accepted Version Download (3MB) | Preview |
Abstract
The Service Desk has been an integral part of Information Technology (IT) function in many companies. It acts as a single point of contact (SPOC) for IT users when they encounter IT incident or to request IT services. In PT. X, an established oil and gas company in Indonesia, IT Service Desk function has been implemented based on Information Technology Infrastructure Library (ITIL) best practices and outsourced to a third party company by using a fix allocation of resource contract scheme. The service contract is renewed periodically every three years by performing tender process. PT. X need to ensure good quality of IT Service Desk service by developing Service Level Agreement (SLA) with its users and customers and define 85% SLA performance as Key Performance Indicator (KPI). Since current SLA achievement is consistently high above 95%, there is an indication that the current resource allocation is not efficient and current IT Service Desk is on over-staffing situation. The historical Service Desk incident data is recorded in IT Service Management Tools and retrieved using Data Analytic Tools. The data has not been used for any analysis related to workload of IT Service Desk. This thesis attempts to analyze the workload of Service Desk and to investigate if current resource allocation can be optimized. Due to decreasing price of oil and gas, the cost reduction efforts need to be initiated. Based on the result, the optimal number of Service Desk resource can be reduced from 24 person to 18 person with the overall cost reduction of 48% and cost per ticket is reduced from IDR 238,976/ticket to IDR 123,698/ticket. The new resource allocation will be recommended to be implemented in the next contract renewal.
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | RTMT 658.54 Suj o |
| Uncontrolled Keywords: | Analisis beban kerja, Service desk, Alokasi sumber daya, Biaya layanan, Data analytic |
| Subjects: | A General Works > AC Collections. Series. Collected works A General Works > AC Collections. Series. Collected works |
| Divisions: | 61101-Magister Management Technology |
| Depositing User: | SUJATMIKO ANGGORO |
| Date Deposited: | 07 Oct 2020 02:34 |
| Last Modified: | 07 Oct 2020 02:34 |
| URI: | http://repository.its.ac.id/id/eprint/59548 |
Actions (login required)
 |
View Item |