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STRATEGI PERBAIKAN LAYANAN TEKNOLOGI INFORMASI SECARA BERKELANJUTAN MENGGUNAKAN FRAMEWORK ITIL V.3 PT. GAMATECHNO INDONESIA

Husniati MS, Dr. Ir. Sasongko Pramono Hadi, DEA.,

2014 | Tesis | S2 Teknik Elektro

PT. Gamatechno Indonesia sebagai organisasi yang menyediakan solusi total Teknologi Informasi (TI) dengan fokus bisnis pada penyediaan produk software serta jasa konsultasi, pengembangan dan implementasi sistem, sudah semestinya dapat menghasilkan sebuah layanan yang tidak hanya mengikuti perkembangan zaman tetapi juga mampu menghasilkan sebuah layanan yang berkepanjangan sehingga dapat dimanfaatkan dengan baik oleh konsumennya. Menanggapi hal tersebut perlunya pihak manajemen melakukan pendekatan baru dengan merancang strategi perbaikan layanan secara berkelanjutan yang lebih dikenal dengan istilah Continual Service Improvement (CSI). Penelitian ini diadaptasi dari framework Information Technology Infrastructure Library yang mengacu pada proses Continual Service Improvement dengan mengikuti Seven Step Improvement Process. Studi kasus dilakukan untuk peninjauan ulang terhadap fungsi Incident Management dan Problem Management. Hasil dari penelitian ini memberikan beberapa rekomendasi terkait area-area Incident Management dan Problem Management. Hasil pengukuran melalui penggunaan Goal Question Metric terdapat 6 area yang harus diperbaiki dan dilaksanakan, dan penerapan strategi perbaikan layanan teknologi informasi yaitu penerapan aplikasi helpdesk, penerapan Standard Operating Procedure, penerapan Service Level Agreement, dan penerapan tim service desk.

PT. Gamatechno Indonesia as an organization that provides the total solution Information Technology (IT) with business focus on providing software products and consulting services, development and implementation of the system, it should be able to produce a service that not only keep up with the times but also capable of producing a prolonged service so can be put to good use by consumers. Responding to the need for a new management approach to designing sustainable service improvement strategy which is better known as Continual Service Improvement (CSI). This study is adapted from the Information Technology Infrastructure Library framework which refers to the process of Continual Service Improvement by following the Seven Step Improvement Process. A case study carried out for a review of the functions of Incident Management and Problem Management. The results of this study provide several recommendations related to the areas of Incident Management and Problem Management. The measurement results through the use of the Goal Question Metric are 6 areas that must be improved and implemented, and the implementation of service improvement strategy is the application of information technology helpdesk application, the application of Standard Operating Procedure, the application of Service Level Agreement, and the application of the service desk team.

Kata Kunci : Continual Service Improvement, Information Technology Infrastructure Library, Seven Step Improvement Process, Strategi


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