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)

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. ============================================================ 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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