Meningkatkan Kapabilitas Proses Penanganan Insiden Dalam Layanan Operasional Erp Pada Perusahaan Sektor Manufaktur

Panca, Ilham Agung Satria (2024) Meningkatkan Kapabilitas Proses Penanganan Insiden Dalam Layanan Operasional Erp Pada Perusahaan Sektor Manufaktur. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Perkembangan teknologi informasi (TI) mendorong perusahaan manufaktur untuk mengadopsi sistem enterprise resource planning (ERP) guna mendukung operasional mereka. Meskipun sistem ini memberikan manfaat signifikan, insiden dalam operasional ERP sering terjadi, sehingga diperlukan mekanisme penyelesaian insiden yang efektif dan efisien untuk menjaga kelancaran operasional. PT. Wismilak Inti Makmur Tbk, sebuah perusahaan manufaktur yang telah mengoperasionalkan ERP dan telah memiliki mekanisme proses penyelesaian insiden, namun mekanisme yang ada saat ini dianggap belum memadai karena kurang mempertimbangkan aspek berkelanjutan dan holistik. Penelitian ini bertujuan mengukur kapabilitas layanan TI dalampenyelesaian insiden operasional ERP dan memberikan rekomendasi perbaikan yang berkelanjutan dan holistik. Dimulai dengan mengidentifikasi practice yang relevan dalam penyelesaian insiden berdasarkan ITIL V4, kapabilitas tiap practice diukur menggunakan ITIL V4 maturity model. Berdasarkan hasil analisis kapabilitas, disusun rekomendasi perbaikan dengan pendekatan ITIL V4, dan prioritas implementasi ditentukan melalui metode analytical hierarchy process (AHP). Data dikumpulkan melalui survei purposive sampling kepada fungsional ERP yang bertanggung jawab atas penyelesaian insiden pada modul ERP. Hasil penelitian menunjukkan bahwa lima praktik kunci berperan penting dalam penyelesaian insiden operasional ERP, yaitu incident management, change management, knowledge management, service desk, dan problem management. Kapabilitas practice tersebut sebagian besar berada di level 2, di bawah target manajemen yang mengharapkan rata – rata berada pada level 4. Berdasarkan hasil penilaian ini, telah disusun rekomendasi perbaikan sebanyak 64 rekomendasi, untuk meningkatkan kapabilitas ke level yang diharapkan. Penelitian ini juga menawarkan inovasi dengan mengombinasikan rating level ISO/IEC 33020 dan ITIL V4 maturity model, yang memungkinkan evaluasi lebih komprehensif dan terukur, mengingat ITIL V4 tidak menjelaskan detail skala rating secara eksplisit
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The development of information technology (IT) encourages manufacturing companies to adopt enterprise resource planning (ERP) systems to support their operations. Although this system provides significant benefits, incidents in ERP operations often occur, so an effective and efficient incident resolution mechanism is needed to maintain smooth operations. PT. Wismilak Inti Makmur Tbk, a manufacturing company that has operated ERP and has an incident resolution process mechanism, but the current mechanism is considered inadequate because it does not consider sustainable and holistic aspects. This study aims to measure the capability of IT services in resolving ERP operational incidents and provide recommendations for sustainable and holistic improvements. Starting with identifying relevant practices in incident resolution based on ITIL V4, the capability of each practice is measured using the ITIL V4 maturity model. Based on the results of the capability analysis, recommendations for improvement are prepared using the ITIL V4 approach, and implementation priorities are determined using the analytical hierarchy process (AHP) method. Data were collected through a purposive sampling survey to ERP functionals responsible for resolving incidents in the ERP module. The results of the study indicate that five key practices play an important role in resolving ERP operational incidents, namely incident management, change management, knowledge management, service desk, and problem management. The capabilities of these practices are mostly at level 2, below the management target which expects an average of level 4. Based on the results of this assessment, 64 recommendations have been prepared for improvement, to increase capabilities to the expected level. This study also offers innovation by combining the ISO/IEC 33020 rating level and the ITIL V4 maturity model, which allows for a more comprehensive and measurable evaluation, considering that ITIL V4 does not explicitly explain the details of the rating scale

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	ERP, Incident, ITIL V4, ITIL Maturity Model, AHP ERP, Insiden, ITIL V4, ITIL Maturity Model, AHP
Subjects:	T Technology > T Technology (General) > T58.6 Management information systems
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Ilham Agung Satria Panca
Date Deposited:	30 Jan 2025 05:52
Last Modified:	30 Jan 2025 05:52
URI:	http://repository.its.ac.id/id/eprint/117103

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