Penguatan Service Desk BRIN Dalam Meningkatkan Kualitas Manajemen Layanan Teknologi Informasi (Analisis Dengan ITIL)

Al-Ghozali, Habib Khirzin (2026) Penguatan Service Desk BRIN Dalam Meningkatkan Kualitas Manajemen Layanan Teknologi Informasi (Analisis Dengan ITIL). Masters thesis, Institut Teknologi Sepuluh Nopember.

Text 6022241103-Master_Thesis.pdf - Accepted Version Restricted to Repository staff only Download (7MB) | Request a copy

Abstract

Badan Riset dan Inovasi Nasional (BRIN) merupakan salah satu instansi negara yang menerapkan service desk layanan Teknologi Informasi (TI) sebagai sarana kontak utama antara penyedia dan pengguna layanan TI. Service desk layanan TI tersebut dikelola oleh Pusat Data dan Informasi (Pusdatin) di setiap kawasan BRIN di Indonesia. Berdasarkan data tiket service desk tahun 2024 di Kawasan Sains dan Teknologi (KST) Said Djauharasjah Jenie Surabaya, terdapat 19 tiket yang melampaui batas Service Level Agreement (SLA). Selain itu, ditemukan 304 tiket insiden berulang pada kategori PC/laptop dari total keseluruhan 676 tiket. Berdasarkan permasalahan tersebut, identifikasi lebih lanjut dilakukan terhadap data tiket service desk. Dari hasil identifikasi, diperoleh sejumlah instrumen penelitian berdasarkan best practice ITIL v4 yang dibuktikan melalui survei kepada stakeholder. Selanjutnya, data yang diperoleh dianalisis menggunakan penilaian tingkat kematangan maturity level, gap analysis, dan analisis akar masalah berdasarkan kerangka kerja ITIL v4. Kerangka kerja ini dipilih karena secara spesifik membahas service desk di dalamnya. Penelitian ini menghasilkan rekomendasi yang telah divalidasi dalam bentuk sistem deep learning untuk eskalasi tiket, sosialisasi dan edukasi service desk, knowledge sharing bagi tim teknis, annual service review untuk katalog layanan TI. Hasil perbaikan tersebut ditunjukkan oleh rata-rata Time to Own (TTO) di KST BRIN Surabaya yang terpangkas selama 34 menit 35 detik dengan tingkat keberhasilan prediksi sebesar 98,11%, serta penurunan Mean Time to Resolution (MTTR) sebesar 11,52%. Selain itu, pada periode 1 Maret hingga 31 Mei 2026, tidak terdapat tiket yang melebihi batas waktu Service Level Agreement (SLA), dan nilai rata-rata Customer Satisfaction Score (CSAT) mencapai angka 5.
==========================================================================================================================================
The National Research and Innovation Agency (BRIN) is a state institution that implements an Information Technology (IT) service desk as the primary point of contact between IT service providers and users. This IT service desk is managed by the Data and Information Center (Pusdatin) in every BRIN area in Indonesia. Based on the 2024 service desk ticket data at the Said Djauharasjah Jenie Science and Technology Area (KST) in Surabaya, 19 tickets exceeded the Service Level Agreement (SLA). Additionally, 304 recurring incident tickets were found in the PC/laptop category out of a total of 676 tickets. In response to these issues, further investigation was conducted on the service desk ticket data. From the investigation results, several research instruments based on ITIL v4 best practices were formulated, which needed to be verified through a stakeholder survey. Subsequently, the obtained data were analyzed using maturity level assessment, gap analysis, and root cause analysis based on the ITIL v4 framework. This framework was selected because it specifically addresses service desk operations. This research produced validated recommendations in the form of a deep learning system for ticket escalation, service desk socialization and education, knowledge sharing for the technical team, and an annual service review for the IT service catalog. The results of these improvements are demonstrated by the average Time to Own (TTO) at KST BRIN Surabaya, which was reduced by 34 minutes and 35 seconds with a prediction success rate of 98.11%, alongside an 11.52% decrease in Mean Time to Resolution (MTTR). Furthermore, during the period from March 1 to May 31, 2026, no tickets exceeded the Service Level Agreement (SLA) time limit, and the average Customer Satisfaction Score (CSAT) reached 5.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Kata kunci : ITIL v4, Service Desk, SLA, Insiden Berulang Keyword: ITIL v4, service desk, SLA, recurring incidents
Subjects:	T Technology > T Technology (General) > T58.6 Management information systems
Divisions:	Faculty of Electrical Technology > Electrical Engineering > 20101-(S2) Master Thesis
Depositing User:	Habib Khirzin Al ghozali
Date Deposited:	28 Jul 2026 07:28
Last Modified:	28 Jul 2026 07:28
URI:	http://repository.its.ac.id/id/eprint/138754

Actions (login required)

View Item