Syahmi, Mona (2016) Analisis Struktur Service Desk Di Perguruan Tinggi (Studi Kasus: Institut Teknologi Sepuluh Nopember Surabaya). Undergraduate thesis, Institut Teknologi Sepuluh Nopember Surabaya.
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Abstract
Institut Teknologi Sepuluh Nopember memiliki Lembaga
Pengembangan Teknologi Sistem Informasi yang memiliki
fungsi strategis yaitu mengelola, mengkoordinasikan,
mengendalikan, serta mengembangkan teknologi dan sistem
informasi. LPTSI ITS memiliki unit fungsional service desk
untuk mengelola permasalahan layanan TI di ITS. Saat ini,
service desk LPTSI ITS mengalami beberapa masalah
diantaranya yaitu alur layanan tidak terlaksana dengan baik
dikarenakan banyak pengguna yang melaporkan permasalahan
secara langsung ke divisi terkait, permasalahan layanan TI
diselesaikan secara langsung oleh beberapa jurusan yang telah
memiliki teknisi, perubahan struktur organisasi dan
kepengurusan LPTSI ITS serta minimnya sumber daya
manusia. Permasalahan tersebut dapat mengakibatkan service
desk LPTSI tidak dapat menangani permasalahan layanan TI
yang terjadi secara cepat. Oleh karena itu, service desk LPTSI
ITS harus mempertimbangkan bentuk struktur service desk
yang sesuai untuk memperbaiki alur komunikasi penanganan
permasalahan layanan TI di ITS. Struktur service desk ini tidak
hanya berguna untuk memberikan kejelasan alur komunikasi
namun juga memberikan kejelasan tanggung jawab, kedudukan
dan uraian tugas pada service desk LPTSI dan unit kerja.
Berdasarkan permasalahan yang telah diuraikan tersebut,
maka dapat disimpulkan sementara bahwa ITS membutuhkan
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analisis struktur service desk. Analisis struktur service desk
dilakukan berdasarkan 3 aspek analisis, yaitu 1) berdasarkan
karakteristik struktur service desk 2) berdasarkan elemen
pertimbangan menurut ITIL V3, dan 3) alur penanganan
permasalahan layanan TI berdasarkan kategori layanan TI.
Hasil analisis ketiga aspek tersebut menjadi dasar dari
pembuatan struktur service desk.
Produk akhir yang dihasilkan dari tugas akhir ini adalah
usulan struktur service desk yang kemudian dari hasil tersebut
dilakukan penggalian tanggapan kepada narasumber terkait
======================================================================== Institute of Technology Sepuluh Nopember Surabaya have
Information System Technology Development Department
(LPTSI) which has a strategic function, managing,
coordination, controlling, and developing technologi and
information systems. LPTSI have a functional unit of service
desk to manage IT services issues in ITS. Currently, service desk
LPTSI experiencing some problems such that the flow of the
service is not performing well due to the many users who report
problems directly to the concerned division, problems of IT
services may be settled directly by some departments that
already have technicians, changes in organizational structure
and management LPTSI and the lack of human resources. These
problems can lead LPTSI service desk can not handle problems
of IT services that occur quickly. Therefore, service desk LPTSI
should consider the structure corresponding service desk to
improve communication flow problem handling IT services in
ITS. The structure of the service desk is not only useful to clarify
the flow of information but also provides clarity of
responsibility, position and description of duties in the service
desk LPTSI and work units.
Based on the problems that have been described, it can be
concluded that ITS needs analysis service desk structure.
Analysis structure of the service desk is based on three aspects
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of the analysis, that are 1) based on the characteristic structure
of the service desk 2) is based on the consideration element
according to ITIL V3, and 3) the flow of the handling problems
of IT services based IT services category. The results of the
analysis of these three aspects become the basis of structuring
service desk.
The final product of this thesis is the proposed structure of the
service desk and then the results of the excavations carried out
in response to the resource related.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Additional Information: | RSSI 658.562 Sya a |
| Uncontrolled Keywords: | Service desk, Struktur Service Desk, ITIL V3, Lembaga Pengembangan Teknologi Sistem Informasi (LPTSI) ITS. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD30.213 Management information systems. Dashboards. Enterprise resource planning. |
| Divisions: | Faculty of Information Technology > Information System > 57201-(S1) Undergraduate Thesis |
| Depositing User: | EKO BUDI RAHARJO |
| Date Deposited: | 30 Jan 2020 03:05 |
| Last Modified: | 30 Jan 2020 03:05 |
| URI: | http://repository.its.ac.id/id/eprint/73932 |
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