Pratomo, Valentino Budi (2016) Perancangan Tata Kelola Manajemen Insiden TI Berdasarkan Kerangka Kerja ITIL 2011 (Studi Kasus Pada PT. Bank ABC). Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Kemajuan Teknologi Informasi (TI) dalam industri perbankan menuntut
setiap bank untuk tidak hanya sekedar meningkatkan inovasi, namun juga mampu
untuk mengelola dan mencegah setiap permasalahan yang terjadi. Guna
mendukung keberlangsungan bisnis perusahaan, PT. Bank ABC melalui divisi
Group Strategic Information Technology (GSIT) diharuskan siap dan tanggap
terhadap segala macam insiden yang terjadi pada layanan TI. Dengan adanya tata
kelola manajemen insiden TI yang baik, bank akan dapat mengetahui,
menyelesaikan dan mencegah setiap insiden TI yang akan terjadi. Untuk
mendukung perancangan tata kelola manajemen insiden TI tersebut, digunakan
kerangka kerja ITIL 2011 (ITIL V3 2011 Edition) sebagai acuan dalam proses
maturity level assessment, hal ini dilakukan untuk memperoleh gap antara dua
kondisi, yaitu tata kelola manajemen insiden TI saat ini (current) dan tata kelola
manajemen insiden TI yang diharapkan kedepannya (target). Dalam penelitian ini,
proses maturity level assessment dilakukan terhadap kondisi tata kelola
manajemen insiden TI saat ini, dengan menyebarkan kuesioner kepada pihak yang
terlibat dalam proses manajemen insiden TI, hingga kemudian didapatkan score
baku. Hasil proses assessment tersebut, yaitu berupa score dari masing-masing
atribut, kemudian dibandingkan dengan target score tata kelola manajemen
insiden TI yang telah ditetapkan oleh pihak manajemen, yaitu sebesar 3. Dari hasil
proses pembandingan tersebut, ditemukan gap atas tata kelola manajemen insiden
TI yang ada, yaitu pada service operation area “Incident Management Process”
terdapat nilai 1 dan 2, “Incident Management Metrics” dan “Activities in Place
needed for the Success of Incident Mangement” terdapat nilai 1, serta pada
“Incident Management Process Interactions” terdapat nilai 2. Dari analisa gap
yang ada, diperoleh rekomendasi perbaikan dokumentasi terhadap service
operation area tersebut yang dapat digunakan untuk perancangan Tata Kelola
Manajemen Insiden TI berdasarkan ITIL 2011. Dengan dilakukannya penelitian
ini, maka rancangan tata kelola manajemen insiden TI yang dihasilkan dapat
digunakan dalam menghadapi kebutuhan manajemen insiden TI mendatang yang
sesuai dengan kaidah kerangka kerja ITIL 2011.
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The advancement of Information Technology (IT) in the banking
industry requires each bank to not only boost innovation, but also able to manage
and prevent any problems that occur. To support the business continuity of the
company, PT. ABC Bank through a division of Group Strategic Information
Technology (GSIT) is required to prepare for and respond to all kinds of incidents
that occur in IT services. With the governance of IT incident management are
good, banks will be able to know, resolve and prevent any IT incident that will
happen. To support the design of governance incident management IT is, the ITIL
2011 framework (ITIL V3 2011 Edition) is used as a reference in the process
maturity level assessment, to obtain a gap between the two conditions, namely
governance incident management IT today (current) and management of IT
incidents that are expected in the future (target).In this study, the process of
maturity level assessment was done on the current condition of the governance of
IT incident management, by distributing questionnaires to parties involved in the
IT incident management process, until then obtained score.The results of the
assessment process, namely in the scores of each attribute, and then compared
with the target score of governance management of IT incidents that have been
established by management, scored 3. From the results of the benchmarking
process, found a gap on the governance of IT incident management exist, namely
the service operation area "Incident Management Process" there is a value of 1
and 2, "Incident Management Metrics" and "Activities in Place needed for the
Success of Incident Management," there is a value of 1, and the "Incident
Management Process Interactions" there is value 2. From the analysis of the
existing gap, obtained recommendations for improvements to the service
operation documentation of the area that can be used to design Incident
Management IT Governance based on ITIL 2011. In this study, the design of the
IT incident management governance produced can be used in dealing with the
incident management needs for the future in accordance with the rules of the ITIL
framework in 2011.
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | RTMT 004 Pra p |
| Uncontrolled Keywords: | Tata kelola TI; insiden; maturity level assesment; ITIL 2011 |
| Subjects: | Q Science > QA Mathematics > QA75 Electronic computers. Computer science. EDP |
| Divisions: | 61101-Magister Management Technology |
| Depositing User: | Mr. Tondo Indra Nyata |
| Date Deposited: | 19 Oct 2017 02:22 |
| Last Modified: | 27 Dec 2018 04:19 |
| URI: | http://repository.its.ac.id/id/eprint/48986 |
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