Pembuatan Prosedur Manajemen Insiden Berdasarkan ITIL V3 Dan COBIT 5 PADA Rumah Sakit PHC Surabaya

Ichsani, Mohammad Hafid (2015) Pembuatan Prosedur Manajemen Insiden Berdasarkan ITIL V3 Dan COBIT 5 PADA Rumah Sakit PHC Surabaya. Undergraduate thesis, Institut Teknology Sepuluh Nopember.

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Abstract

Rumah Sakit PHC Surabaya menjadikan Teknologi Informasi sebagai pendukung hingga penyedia layanan yang diberikan dan membentuk unit Sistem Informasi Manajemen dengan salah satu tugasnya menjamin ketersediaan data dan informasi baik medik maupun non-medik. Ketersediaan informasi dan layanan menjadi hal penting mengingat semakin banyak sumber daya TI yang dikelola sehingga gangguan yang muncul seperti insiden dapat mengganggu jalannya layanan yang diberikan. Pengelolaan insiden pada RS PHC Surabaya selama ini belum memiliki prosedur secara jelas dan hanya bersifat reaktif tanpa pengelolaan secara proaktif sehingga belum optimal. Suatu insiden idealnya tidak hanya ditanggapi tetapi juga harus dikelola. Pengelolaan insiden tersebut tidak hanya sebatas pada bagaimana suatu insiden tersebut ditanggapi, melainkan bagaimana suatu insiden dikelola secara proaktif agar tidak menimbulkan dampak lain yang lebih parah. Penanganan insiden selama ini hanya sebatas penanganan seketika tanpa ada alur dan dokumentasi yang baik. Untuk itu perlu dibuat prosedur manajemen insiden agar penanganan insiden dapat berjalan baik dan sesuai dengan resource yang ada sehingga ii pada akhirnya dapat menjamin ketersediaan layanan TI dan meminimalkan dampak dari insiden. Langkah-langkah dalam pembuatan prosedur tersebut yaitu (1) persiapan meliputi studi literatur manajemen insiden berdasarkan framework ITIL dan penggalian kondisi kekinian RS PHC Surabaya dalam melakukan manajemen insiden, (2) melakukan analisa informasi, (3) pembuatan prosedur manajemen insiden dan penentuan indikator kerja, (4) kemudian dilakukan verifikasi prosedur dan validasi prosedur. Hasil dari penilitian ini berupa sebelas prosedur manajemen insiden TI berdasarkan ITIL v3 untuk RS PHC Surabaya yang telah dilakukan verifikasi terhadap control COBIT 5 dan telah dilakukan validasi menggunakan simulasi dengan notasi BPMN. ======================================================================================================== PHC hospital Surabaya use information technology as a supporter to the provider of the services provided and make the management information System unit with one of its function to ensures data availability and information either medic and non-medical. The availability of information and services is important considering the growing number of it resources are managed so that the disorders that appear like an incident can be interfered with the operations of the services provided. Incident management of PHC Hospital Surabaya as long as doesm’t have procedures clearly yet and only reactive reponses without proactively management. An incident ideally shouldn’t only addressed but must also be managed. The management of the incident not only as to how an incident the complainant, but rather to how incidents are managed proactively so its not to be raised to other more severe impacts. The incidents handling so far only as handling instantly without any grooves and good documentation. So, incident management procedures need to be made in order for better incident handling incidents and in accordance with the existing resource, its also can eventually guarantee the availability of it services and minimize the impact of the incident. iv The steps in creating procedures is, (1) the preparation of the study includes incident management literature based on the ITIL framework and the excavation of the present condition PHC Surabaya in conducting incident management, (2) analyze the information, (3) the making of incident management procedur and determination of the indicator, (4) and then carried out procedure verification and procedures validation. The results of this research is the form of eleven incident management procedures based on ITIL v3 for PHC Hospital Surabaya which have been verified against the COBIT 5’s controls and has performed validation using simulation with BPMN notation.

Item Type: Thesis (Undergraduate)
Additional Information: RSSI 658.403 801 1 Ich p
Uncontrolled Keywords: Prosedur, manajemen insiden, ITIL, tata kelola TI, manajemen layanan TI
Subjects: T Technology > T Technology (General) > T58.6 Management information systems
Divisions: Faculty of Information and Communication Technology > Information Systems > 57201-(S1) Undergraduate Thesis
Depositing User: Mr. Tondo Indra Nyata
Date Deposited: 08 Nov 2019 04:08
Last Modified: 08 Nov 2019 04:08
URI: https://repository.its.ac.id/id/eprint/71661

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