Rizky, Ammyra Fatma (2016) Pembuatan Standar Operasional Prosedur (SOP) Manajemen Insiden Pada Government Resource Management Systems (GRMS) Berdasarkan Kerangka Kerja ITIL V3.(Studi Kasus: Pemerintah Kota Surabaya Bagian Bina Program) - Developing Incident Management Government Resource Management Systems (GRMS) Standard Operating Procedure (SOP) Based On Framework Itil V3. (Case Study: Surabaya Municipality Bagian Bina Program). Undergraduate thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Saat ini Pemerintah Kota Surabaya sudah mulai menerapkan
E-Government di dalam proses bisnis pemerintahannya. Salah
satu bagian dari Pemerintah Kota Surabaya yaitu bagian Bina
Program telah menggunakan sistem yang mereka namakan
Government Resource Management Systems (GRMS) yang
dilakukan untuk perencanaan keuangan daerah Kota
Surabaya. Selama berjalannya sistem GRMS tidak lepas dari
sebuah insiden layanan TI. Insiden yang terjadi pada
Government Resource Management Systems (GRMS) ditangani
oleh admin sebagai orang pertama yang berhubungan dengan
pengguna. Apabila admin tidak dapat menyelesaikannya
sendiri maka admin akan meminta bantuan developer maupun
Kepala Sub Bagian bagian Bina Program. Sayangnya, insiden
yang masuk tidak tercatat secara teratur dan tidak
terkategorisasi dengan baik sehingga admin maupun developer
masih salah dalam menangani insiden dan menyebabkan
insiden kembali terulang. Selain itu insiden yang dikerjakan
tidak diberikan prioritas karena mereka mengakui tidak ada
standar prioritas yang diberikan sehingga membuat insiden
yang terlaporkan terkadang tidak terselesaikan secara
maksimal Oleh sebab itu dari beberapa insiden tersebut, diperlukan SOP
pada manajemen insiden GRMS. Pembuatan SOP manajemen
insiden GRMS didasarkan pada analisis kondisi kekinian dan
kondisi ideal berdasarkan kerangka kerja ITIL V3 serta metode
analisis kesenjangan.
Adapun tujuan dari tugas akhir ini adalah menghasilkan
sebuah produk berupa dokumen Standard Operating Procedure
(SOP) manajemen insiden berdasarkan ITIL V3 pada level
service operation sesuai dengan hasil analisis kesenjangan
yang diperoleh. Dengan adanya pembuatan SOP dapat
menjelaskan rincian aktivitas dari proses yang dijalankan.
Dengan demikian standarisasi aktivitas dapat membantu dalam
pengambilan keputusan. Selain itu adanya SOP dapat
meningkatkan layanan yang diberikan dan bermanfaat bagi
Bina Program serta SOP yang nantinya akan dibuat akan dapat
membantu organisasi dalam melakukan pengawasan secara
terstruktur terhadap aktivitas dari proses yang dilakukan dan adanya standarisasi aktivitas.
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Nowadays, Surabaya Municipality has already started
appliying E-Government in its administration process. One of
its departments is Bagian Bina Program which has applied the
system reffered to as the Government Resource Management
Systems (GRMS) used for Surabaya Municipality finance
planning.
In the course of running the system, Government Resource
Management Systems (GRMS) is always confronted with the IT
service incident. The incident happening at Government
Resource Management Systems (GRMS) is handled by
administration staff as the first person who has a single point of
contact with the user. If the administration staff as the person
in charge of can’t handle it, he will ask for a help either from
the developer or the sub section chief of Bagian Bina Program.
Unfortunately, any incident occuring isn’t both recorded
regularly and uncategorized well so that both the
administration staff and the developer still miss understand in
solving the incidents and it causes to reoccure. Next to that, the
incidents occuring aren’t given the priority because they often
admit that there’s no priority standard given so that it makes
the incidents reported as sometimes not solved optimally.
That is why from the above mentioned problems, Bagian Bina
Program needs the develop standard operating procedure
(SOP) for the Government Resource Management Systems
(GRMS) incident management. The Government Resource
Management Systems (GRMS) incident management standard
operating procedure creation is based on the recent technical
condition and the ideal technical condition based on ITIL V3
framework as well as the gap analysis method.
The objective of the final project to create a product in the form
of the docment of the incident management standard operating
procedure (SOP) based on ITIL V3 framework on the level
service operation in accordance with the gap analysis obtained.
The existance of the standard operating procedure (SOP) will
be able to explain the details of the activities from the process
run. Thus activity standardization can help the staff in making
the decision. Next to that, it can alse increase the service given
and it will be useful for Bagian Bina Program and the standard
operating procedure (SOP) worked out later will be able to help
the organization in conducting the supervision structrually
againt any activity process conducted.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Additional Information: | RSSI 658.403 801 1 Riz p |
| Uncontrolled Keywords: | Government Resource Management Systems (GRMS), Standard Operating Procedure (SOP), ITIL V3, Manajemen Insiden, Analisis Kesenjangan, Governement Resource Management Systems (GRMS), Standard Operating Procedure (SOP), Incident Management, Gap Analysis, ITIL V3 |
| Subjects: | T Technology > T Technology (General) > T58.6 Management information systems |
| Divisions: | Faculty of Information Technology > Information System |
| Depositing User: | ansi aflacha |
| Date Deposited: | 28 Dec 2018 08:02 |
| Last Modified: | 28 Dec 2018 08:02 |
| URI: | http://repository.its.ac.id/id/eprint/60119 |
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