Widianto, Ari (2021) Pengembangan Model Evaluasi Efektivitas Dan Efisiensi Layanan Sistem Informasi Farmasi Berdasarkan Level Organisasi. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Semakin tinggi peran layanan TI semakin tinggi kebutuhan organisasi untuk mengetahui apakah layanan TI benar-benar efektif dan efisien dalam memenuhi kebutuhan organisasi. Organisasi dapat menerapkan Manajemen Layanan TI (MLTI) untuk mengelola layanan TI. Information Technology Infrastructure Library (ITIL) merupakan framework populer dalam menerapkan MLTI, namun banyak praktisi mengkritisi ITIL karena masih cukup abstrak dalam memberikan panduan untuk evaluasi layanan TI. Dari hasil penelitian dan wawancara terdahulu yang dilakukan peneliti, evaluasi layanan TI penting dilakukan, namun terdapat keterbatasan terkait cara melakukan evaluasi untuk mengetahui efektivitas dan efisiensi serta penyelarasan layanan TI.
Penelitian ini bertujuan membangun model evaluasi efektivitas dan efisiensi layanan TI yang diterapkan pada setiap level organisasi untuk mencapai penyelarasan layanan TI dengan tujuan bisnis. Agar model yang dikembangkan relevan pada konteks, dalam hal ini Layanan Sistem Informasi (SI) Farmasi pada instalasi Farmasi, Rumah Sakit ABC, peneliti menggunakan metode penelitian sains desain. Peneliti melakukan perbandingan model evaluasi layanan TI yang telah ada sebagai langkah awal pengembangan model. Karena kurangnya literatur yang secara eksplisit membahas terkait model evaluasi efektivitas dan efisiensi serta penyelarasan layanan TI, peneliti merujuk pada teori induk yakni evaluasi SI sebagai panduan dalam merancang model awal. Untuk memenuhi kriteria evaluasi yang ketat, model dievaluasi sebanyak dua siklus pada sembilan orang informan yang mewakili setiap level organisasi.
Hasil akhir berupa model EEE-ITS-OL (Evaluation of the Effectiveness and Efficiency of IT Services by Organizational Level) yang memiliki lima domain sebagai evaluasi efektivitas dan satu domain sebagai evaluasi efisiensi Layanan TI. Domain evaluasi efektivitas Layanan TI, yaitu Dukungan Layanan, Ketuntasan Tugas, Kualitas Sistem, Kualitas Informasi, dan Efektivitas Proses. Domain evaluasi efisiensi Layanan TI yaitu Efisiensi Proses. Masing-masing domain memiliki faktor atau atribut yang mendukung. Ke-enam domain tersebut dievaluasi mulai dari level operasional, taktis, dan strategis. Selain itu untuk mencapai keselarasan layanan TI dengan Tujuan Bisnis, terdapat domain Tujuan Bisnis yang dibagi menjadi dua yaitu Tujuan Bisnis Unit dan Tujuan Bisnis Organisasi.
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The higher the role of IT services, the higher the organization's need to find out whether IT services are effective and efficient in meeting the organization's needs. Organizations can implement IT Services Management (MLTI) to manage IT services. The Information Technology Infrastructure Library (ITIL) is a popular framework for implementing MLTI, but many practitioners criticize ITIL because it is still quite abstract in providing guidelines for evaluating IT services. From the results of previous research and interviews conducted by researchers, it is essential to evaluate IT services, but there are limitations related to how to conduct evaluations to determine the effectiveness, efficiency, and alignment of IT services.
This study aims to build an evaluation model of the effectiveness and efficiency of IT services applied at every level of the organization to achieve the alignment of IT services with business goals. For the model developed to be relevant to the context, in this case, the Pharmacy Information System (IS) Service at the Pharmacy installation, ABC Hospital, the researchers used design science research methods. The researcher compared the existing IT service evaluation model as the first step in developing the model. Due to the lack of literature that explicitly discusses the effectiveness and efficiency evaluation model and the alignment of IT services, the researcher refers to the leading theory, namely IS evaluation, as a guide in designing the initial model. The model was evaluated in two cycles on nine informants representing each level of the organization to meet rigor evaluation.
The final result is an EEE-ITS-OL (Evaluation of the Effectiveness and Efficiency of IT Services by Organizational Level) model, which has five domains as an evaluation of effectiveness and one domain as an evaluation of the efficiency of IT services. The domain of evaluating the effectiveness of IT services, namely Service Support, Completeness of Tasks, System Quality, Information Quality, and Process Effectiveness. The domain of evaluation of IT Service efficiency is Process Efficiency. Each domain has supporting factors or attributes. The six domains are evaluated starting from the operational, tactical, and strategic levels. In addition, to achieve alignment of IT services with Business Objectives, there is a Business Objective domain divided into two, namely Business Unit Objectives and Organizational Business Objectives.
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | RTSI 658.403 801 1 Wid p-1 |
| Uncontrolled Keywords: | Evaluasi Layanan TI, Efektivitas Layanan TI, Efisiensi Layanan TI, Keselarasan Layanan TI, Level Organisasi, Manajemen Layanan TI, IT Service Evaluation, IT Service Effectiveness, IT Service Efficiency, IT Service Alignment, Organization Level, IT Service Management |
| Subjects: | T Technology > T Technology (General) > T58.6 Management information systems |
| Divisions: | Faculty of Intelligent Electrical and Informatics Technology (ELECTICS) > Information System > 59101-(S2) Master Thesis |
| Depositing User: | ARI WIDIANTO |
| Date Deposited: | 24 Aug 2021 03:48 |
| Last Modified: | 02 May 2024 05:03 |
| URI: | http://repository.its.ac.id/id/eprint/89795 |
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