Usulan Proses Bisnis Penanganan Gangguan Network Menggunakan Framework IT Infrastructure Library v3 pada Industri Telekomunikasi (Studi Kasus Directorat Operasi PT Telekomunikasi Selular
RENALDI, RONALD (Adv.: Ertabang Nahartyo, Ph.D.), Ertabang Nahartyo, Ph.D.
Dengan banyaknya jumlah operator telekomunikasi di Indonesia, serta semakin banyaknya layanan yang disediakan (tidak hanya layanan dasar voice dan SMS), menuntut perusahaan agar dapat bekerja seefektif dan seefiesien mungkin. Sesuai dengan visi PT. Telekomunikasi Selular (Telkomsel) yaitu Best Leading Mobile Lifestyle and Solutions Provider in the Region, mau tidak mau Telkomsel harus dapat bertransformasi menjadi organisasi yang memiliki performansi yang baik. Hal ini dapat dicapai jika proses kerja dalam organisasi jelas dan transparan. Di industri telekomunikasi sebelumnya telah mengenal framework eTOM (enhanced Telecom Operations Map), sedangkan di dunia Information Technology (IT) dikenal framework IT Infrastructure Library yang telah berhasil diimplementasikan di berbagai perusahaan di seluruh dunia yang berujung kepada kepuasan konsumen.
Dalam penelitian ini akan dibahas mengenai proses bisnis penanganan gangguan network dengan mengadopsi elemen-elemen yang ada dalam framework IT Infrastructure Library v3. Penelitian dilakukan dengan menggunakan data sekunder yang berasal dari internal dan eksternal perusahaan, serta menggunakan data primer dengan metoda observasi, In-Depth Interview dan Focus Group Discussion. Responden yang dipilih adalah responden yang dianggap pakar di bidangnya, mengerti kondisi existing, serta memiliki integeritas tinggi terutama bagi kemajuan perusahaan.
Hasil perancangan proses bisnis penanganan gangguan network dengan menggunakan framework IT Infrastructure Library v3 menghasilkan proses bisnis yang bersifat terus menerus dan berkelanjutan. Setiap bagian dalam organisasi akan memiliki panduan yang jelas tahap-tahap yang harus dilakukan dalam penanganan gangguan network. Berawal dari adanya indikasi gangguan, deteksi gangguan, penanganan gangguan, dan rekomendasi untuk menghindari agar gangguan tidak terulang kembali, akan menciptakan suatu siklus sehingga akan tercapai kondisi yang lebih baik. Selain itu juga dapat menghasilkan nilai bisnis bagi Telkomsel, baik dilihat dari sisi pelanggan, keuangan, proses bisnis internal, serta pertumbuhan dan pembelajaran.
With the large number of telecommunication provider in Indonesia, as well as the increasing number of service provided (not just traditional basic voice and SMS services), requires company to work effectively and efficiently. In accordance with PT. Telekomunikasi Selular (Telkomsel) vision, Best Leading Mobile Lifestyle and Solutions Provider in the Region, Telkomsel has to transform into a good performance organization. This can be achieved if the organization has a clear business process. Telecommunication industry previously known eTOM (enhanced Telecom Operation Map), whereas in Information Technology (IT) industry known IT Infrastructure Library framework, which has been successfully implemented in various companies around the world which leads to customer satisfaction.
In this Thesis will be discussed regarding the business process for handling the network interruption by adopting IT Infrastructure Library v3 framework. The study was conducted using secondary data from internal and external companies, as well as using primary data such as observation, In-Depth Interview and Focus Group Discussion method. Respondent who selected as a source is a person who considered experts in their fields, understand the existing conditions, as well as having high integrity for company vision and mission.
The result of business process reengineering for handling network interruption using IT Infrastructure Library v3 framework can create the business process which has a cycle and sustainability process. Each element on the organization will have a clear guide step-by-step for handling the network interruption. Starting from the diagnosis of the incident, detection, troubleshooting, until make some recommendation to make sure the incident does not happen again in the future, will create a business process cycle in order to make better network performance. It also can generate business value for Telkomsel in terms of financial, customer, internal business process, and learning
& growth perspective point of view.
Kata Kunci : business process, framework, IT Infrastructure Library, network interruption.
