Analisa Perbaikan Layanan Teknologi Informasi Menggunakan AHP-TOPSIS Berdasarkan Kerangka Kerja ITIL V3 (Study Kasus: Unit DSIK Universitas Airlangga)

Fitrani, Laqma Dica (2019) Analisa Perbaikan Layanan Teknologi Informasi Menggunakan AHP-TOPSIS Berdasarkan Kerangka Kerja ITIL V3 (Study Kasus: Unit DSIK Universitas Airlangga). Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Universitas airlangga merupakan salah satu universitas negeri di Indonesia yang saat ini memiliki tiga lokasi di Surabaya dan satu lokasi di banyuwangi yang tediri dari 39.414 mahasiswa, 1.522 tenaga dosen, dan 2.002 staff administrasi. Universitas Airlangga memiliki layanan teknologi informasi yang dikelola oleh Direktorat Sistem Informasi dan Komunikasi yang digunakan untuk menunjang layanan akademik maupun operasional yang bisa diakses oleh seluruh civitas akademik. Unit DSIK ingin mengetahui tingkat layanan teknologi informsi dari beberapa permasalahan yang terjadi. Maka dipilihlah kerangka kerja best practice yaitu ITIL versi 3 untuk mengetahui tingkat layanan pada unit ini. Pada ITIL V3 akan berfokus kepada 2 domain yaitu Service Operation untuk mengetahui perbaikan dari permasalahan layanan dan Continual Service Improvement untuk melakukan perbaikan yang berkelanjutan. Sehingga didapatkan bahwa tingkat kematangan layanan TI unit DSIK pada domain Service Operation berada pada level 3 dan Continual Service Improvement berada pada level 2, dan masing-masing nilai gap yaitu 1,5 dan 1. Setelah mendapatkan beberapa rekomendasi, maka rekomendasi tersebut dilakukan perangkingan dengan menggunakan metode AHP-TOPSIS, sehingga hasil penetapan perbaikan dari kedua domain tersebut yaitu Service Operation Processes, CSI Methods and Techniques, Implementing CSI, Organising for CSI, Service Management as a Practice, Service Operation Technology Consideration, CSI Technology Considerations, CSI Processes, Common Service Operation Activities, Organising Service Operation, Service Management as a Practice CSI, CSI Principles, Service Operation Principles, dan Implementing Service Operation.
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Airlangga University is one of the state universities in Indonesia which currently has three locations in Surabaya and one location in Banyuwangi which consists of 39,414 students, 1,522 lecturers, and 2,002 administrative staff. Airlangga University has information technology services managed by the Directorate of Information and Communication Systems that are used to support academic and operational services that can be accessed by the entire academic community. The DSIK unit wants to know the level of information technology services from several problems that occur. Then the best practice framework was chosen, namely ITIL version 3 to determine the level of service in this unit. In ITIL V3 will focus on 2 domains, there are Service Operation to find out the improvement of service problems and Continual Service Improvement to make continuous improvements. Service level measurement is conducted to find out the current condition based on ITIL V3 alloy and desired conditions so that later it will produce a gap value which is used as a reference for the process of recommendation for improvement of information technology services on DSIK units. So it is found that the level of service maturity of DSIK units in Service Service domain is at level 3 and Continual Service Improvement is at level 2 as well, and each value of gap is 1.5 for Service Service domain and 1 for the Continual Service Improvement domain. After getting some recommendations from the ITIL process, Then the results of the recommendation is done ranking using AHP-TOPSIS method, so that the result of fixing both of the domain are Service Operation Processes, CSI Methods and Techniques, Implementing CSI, Organising for CSI, Service Management as a Practice, Service Operation Technology Consideration, CSI

Item Type:	Thesis (Masters)
Additional Information:	RTMT 658.403 801 1 Fit a-1 2019
Uncontrolled Keywords:	AHP, ITIL V3, Maturity Level, RACI chart, TOPSIS
Subjects:	T Technology > T Technology (General) > T58.5 Information technology. IT--Auditing T Technology > T Technology (General) > T58.6 Management information systems
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Technology Management > 61101-(S2) Master Thesis
Depositing User:	Fitrani Laqma Dica
Date Deposited:	29 Oct 2021 03:55
Last Modified:	29 Oct 2021 03:55
URI:	http://repository.its.ac.id/id/eprint/61349

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