Wijaya, Rendra (2016) Perancangan Tata Kelola Service Desk Menggunakan Kerangka Kerja Information Technology Infrastructure Library V.3 Pada PT. Berlian Jasa Terminal Indonesia. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Ketergantungan perusahaan terhadap teknologi informasi menjadi semakin besar untuk
mendukung kegiatan operasional, untuk itu diperlukan suatu sistem Teknologi Informasi
yang mampu mendukung dan menyelesaikan masalah secara cepat dan tepat. Saat ini PT
BJTI telah menjalankan sistem layanan insiden, akan tetapi layanan ini belum didasarkan
kepada framework tertentu sehingga muncul beberapa kelemahan yang berakibat pada
optimalisasi layanan dan belum mampu mengukur kinerja di divisi Teknologi Informasi.
Penelitian ini membahas mengenai penyusunan tata kelola service desk yang mengacu
pada framework ITIL yang sesuai dengan tugas dan fungsi berdasarkan visi dan misi yang
dimiliki PT BJTI. Perancangan ini menggunakan metodologi Continual Service Improvement
Model, rancangan layanan akan mampu memfasilitasi optimalisasi pemulihan layanan
operasional dengan dampak bisnis yang minimal dan sesuai dengan tingkat layanan yang
ditetapkan. Service Desk akan berfungsi sebagai Single Point of Contact (SPOC) bagi
pengguna dan menjadi pusat komunikasi yang efektif. Rancangan Service Desk ini dapat
menjawab kebutuhan organisasi, suatu proses kerja yang efektif dan metode pengukuran
kinerja yang memadai serta dapat memaksimalkan peran teknologi informasi untuk
meningkatkan kinerja layanan PT BJTI.
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Companies’ dependency toward information technology becomes greater to support
operational activities, due to that reason, it is needed to have a system of information
technology which able to support and solve the problem quickly and accurately. Recently, PT
BJTI has been running incident service system, however, this service has not been base on
certain frameworks yet so that some weaknesses emerge and affect optimization of the
service and has not been able to measure the performance yet in Information Technology
division.
This research discusses about framing the service desk management which refers to
ITIL framework that suitable with task and function based on vision and mission of PT BJTI.
This design uses methodology of Continual Service Improvement Model, the service design
will be able to facilitate the optimization of operational service recovery with minimal
business impact and suitable with defined service levels. Service desk will be function as
Single Point of Contact (SPOC) for user and become the center of effective communication.
This Service Desk design can answer the organization’s need, a kind of effective work
process and adequate performance measurement method and to maximize the role of
information technology to improve service performance of PT BJTI.
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | RTMT 658.403 801 1 Wij p |
| Uncontrolled Keywords: | CSIM, SPOC, ITIL |
| Subjects: | T Technology > T Technology (General) > T58.6 Management information systems |
| Divisions: | 61101-Magister Management Technology |
| Depositing User: | ansi aflacha |
| Date Deposited: | 22 Jul 2020 07:08 |
| Last Modified: | 22 Jul 2020 07:08 |
| URI: | http://repository.its.ac.id/id/eprint/76453 |
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