Amalia, Azza (2019) Pengembangan Sistem Known Error Database Berdasarkan Pengolahan Log Insiden Service Desk DPTSI ITS. Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Knowledge merupakan suatu asset berharga yang dimiliki oleh organisasi. Hal ini dikarenakan perusahaan maupun organisasi masa kini sedang berlomba-lomba untuk melakukan pengelolaan asset knowledge yang dimiliki oleh organisasi tersebut dengan menggunakan teknologi informasi sebagai penunjangnya. DPTSI ITS merupakan suatu direktorat yang bertanggungjawab menyediakan dan mengelola berbagai layanan TI di ITS. Dalam pelaksanaannya, DPTSI ITS memberikan tanggung jawab terhadap service desk sebagai single point of contact yang berguna sebagai tempat bertemu dengan pengguna layananan teknologi informasi setiap harinya. Berdasarkan hasil wawancara dari pihak DPTSI, kami menyimpulkan terdapat beberapa masalah yang dimiliki yaitu kinerja service desk yang kurang optimal dan sering terjadi perulangan keluhan insiden yang sama. Selain permasalahan tersebut, fakta lainnya yang didapatkan ialah DPTSI ITS memiliki pencatatan terhadap keluhan yang masuk namun belum terdapat pengelolaan pengetahuan. Hal ini menyebabkan tidak adanya transfer knowledge antar teknisi dan pengguna layanan TI. Permasalahan ini dapat diatasi dengan pembuatan wadah dokumentasi knowledge terhadap dalam penanganan insiden yang diperoleh dari para expert. Sehingga knowledge yang dimiliki oleh expert dapat disebarkan pada teknisi lain dan pengguna layanan TI. Dalam ITIL wadah dokumentasi knowledge layanan TI disebut dengan known error database. Penelitian ini dikerjakan dengan 6 tahapan utama yang disesuaikan dengan knowledge management cycle dan masing-masing diantaranya memiliki beberapa proses. Tahapan 1 dalam penelitian ini ialah analisis kondisi eksisting yang dilakukan dengan metode wawancara dan observasi. Selanjutnya tahapan 2 ialah pembuatan known error (create). Pada tahapan ini dilakukan pengubahan dari data menjadi informasi yang bertujuan untuk mengidentifikasi known error apa saja yang akan digali lebih lanjut. Tahapan 3 ialah penangkapan known error (capture). Pada tahapan ini dilakukan penggalian tacit knowledge kepada para expert. Tahapan 4 ialah penerjemahan known error (refine). Pada tahapan ini dilakukan penerjemahan tacit known error menjadi explicit known error. Tahapan 5 ialah penyimpanan known error (store) yang bertujuan untuk merancang dan membangun sistem known error database. Tahapan terakhir adalah penyusunan buku tugas akhir. Output yang diharapkan dalam penelitian ini adalah sistem known error database yang dapat membantu service desk dalam mendokumentasikan knowledge yang dimiliki dalam penanganan insiden layanan TI. Harapannya kinerja dari service desk akan lebih efektif dan efisien. Selain itu pihak pengguna layanan TI akan lebih mudah menyelesaikan permasalahan layanan TI yang dihadapi.
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Knowledge is a valuable asset owned by the organization. This is because companies and organizations today are competing to manage the asset knowledge owned by the organization by using information technology as a support so organizations need knowledge management. DPTSI ITS is a directorate who responsible for providing and managing various IT services at ITS. In the implementation, DPTSI ITS gives responsibility for service desk as a single point of contact which is useful as a place to meet information technology service users every day. Based on the results of interviews and observations from the DPTSI, we concluded that there were several problems that were had, like the service desk performance that was less than optimal and the recurrence of complaints of the same incident often happened. In addition to these problems, another fact obtained is that DPTSI ITS has a record of complaints that come in but there is no knowledge management. This causes no transfer of knowledge between technicians and IT service users. This problem can be overcome by creating a knowledge documentation for handling incidents obtained from the experts. So that the knowledge possessed by experts can be disseminated to other technicians and users of IT services. In ITIL, knowledge documentation of IT service called known error database. This research was carried out with 6 main stages adjusted to the knowledge management cycle and each of them has several processes. The first stage in this study was the analysis of the existing conditions carried out by interview and observation methods. Next, the second step is making known error (create). At this stage the conversion of data into information that aims to identify what known errors will be explored further. The third stage is known error capture. At this stage, tasit knowledge is extracted to the experts. The fourth stage is translating known error (refine). At this stage, translation of tasit known error becomes eksplisit known error. The fifth stage is the storage of known error (store) which aims to design and build a system of known database errors. The final stage is the preparation of the final assignment book. The expected output in this research is known error database system that can help service desk in documenting the knowledge they have in handling incidents of IT services. With the known error database system, the service desk will be assisted in providing initial action before escalation to third parties. So that the performance of the service desk will be more effective and efficient. In addition, the IT service users will more easily resolve the IT service problems faced.
| Item Type: | Thesis (Other) |
|---|---|
| Additional Information: | RSSI 658.403 8 Ama p-1 2019 |
| Uncontrolled Keywords: | Knowledge, Knowledge Management, Known error Database, Service desk, Insiden, Log Insiden |
| Subjects: | T Technology > T Technology (General) T Technology > T Technology (General) > T58.6 Management information systems |
| Divisions: | Faculty of Intelligent Electrical and Informatics Technology (ELECTICS) > Informatics Engineering > 55201-(S1) Undergraduate Thesis |
| Depositing User: | Azza Amalia |
| Date Deposited: | 09 Oct 2024 06:14 |
| Last Modified: | 09 Oct 2024 06:14 |
| URI: | http://repository.its.ac.id/id/eprint/64516 |
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