Konfigurasi nilai untuk keunggulan bersaing dengan Framework Cobit dan Information Technology Infrastructure Library :: Studi pada perusahaan teknologi informasi

LUBIS, Nazri Elisda, Wakhid Slamet Ciptono, Dr.,MBA.,MPM

2007 | Tesis | Magister Manajemen

PT. Berlian Sistem Informasi (BSI) adalah salah satu anak perusahaan Mitsubishi Corporation (MC) di Indonesia yang bergerak di bidang layanan solusi Teknologi Informasi, dimana pada awal berdirinya bertujuan untuk mendukung bisnis inti dari anak perusahaan MC di industri otomotif, yaitu PT. Krama Yudha Tiga Berlian Motors (KTB). Di lain pihak untuk menjaga keseimbangan portofolio pendapatan, BSI juga memberikan layanan di bidang TI diluar dari kelompok perusahaan KTB. Berdasarkan data IDC tahun 2005, ada sekitar 200 perusahaan yang menyiapkan layanan TI di Indonesia, baik untuk proyek implementasi solusi TI maupun pemeliharaan rutin dan alih daya. KTB maupun perusahaan pelanggan lainnya memiliki banyak alternatif perusahaan TI yang bisa memberikan layanan. Tingkat persaingan yang tinggi ini harus mampu direspon BSI dengan menciptakan keunggulan bersaing, menyiapkan layanan yang bernilai pada setiap rangkaian prosesnya dan memenuhi tata kelola (governance) TI yang baik. Untuk itu, diperlukan suatu analisis untuk mengkonfigurasi nilai (value configuring) pada proses TI yang dilakukan oleh BSI, dengan mengacu kepada kerangka dari IT (Information Technology) Governance. Model COBIT (Control Objective for Information and related Technology) dan ITIL (Information Technology Infrastructure Library) dapat digunakan sebagai alat untuk mengontrol proses TI dan matriks indikator kinerja. Disain IT Governance dan konfigurasi proses dalam penelitian ini harus mampu menghasilkan informasi yang memiliki value effective, efficient, confidentiality, integrity, availability, compliance dan reliability, dan hal ini dirumuskan sebagai tesa dalam penelitian ini. Dari hasil analisis yang dilakukan, dapat disimpulkan bahwa konfigurasi nilai BSI merupakan gabungan antara bengkel nilai (value shop) dan jaringan nilai (value network). Bengkel nilai umumnya dilakukan untuk implementasi sistim TI yang bersifat proyek, sedangkan jaringan nilai dilakukan pada layanan jasa pemeliharaan dan operasional sistim TI. Keunggulan bersaing yang dapat digunakan yang dipicu oleh biaya dan layanan adalah sebagai berikut: a. Bengkel nilai (value shop) : metodologi proyek dengan success story yang berdampak kepada peningkatan reputasi, serta pengembangan template implementasi untuk mempersingkat periode proyek sehingga dapat meminimisasi biaya tanpa mengurangi kualitas layanan b. Jaringan nilai (value network): tersedianya Service Level Agreement (SLA), skala pengguna dan kesamaan industri pelanggan, utilisasi kapasitas, response times dan ketuntasan penyelesaian masalah, serta tersedianya monitoring system dan Disaster Recovery Plan Implikasi manajerial yang berkaitan dengan organisasi perusahaan adalah penetapan fungsi Helpdesk dan fungsi Monitoring, menerapkan model matriks, dan RACI chart harus diformalisasi untuk memastikan peran serta setiap personil dalam menajalankan fungsi layanan. Untuk menjamin terkendalinya sistim layanan sesuai dengan indikator dan fungsi organisasi yang didisain, bantuan dari applikasi atau perangkat pendukung sangat diperlukan. Applikasi yang sangat mendesak untuk diimplementasikan adalah System Monitoring dan System Helpdesk (Service Desk).

PT. Berlian Sistem Informasi (BSI) is Information Technology’s services company as subsidiary company of Mitsubishi Corporation (MC) in Indonesia. BSI has own main objective to support PT. Krama Yudha Tiga Berlian Motors (KTB) as one of MC’s companies in automotive industry. In the other hand, BSI is delivering services to other non group companies to balance the portfolio revenue, instead of highly dependencies to one customer. It was published by IDC, there were about 200 companies in Indonesia where they delivered IT services for both of project implementation services and outsourcing operation services on 2005. As an impact, both of KTB and other customers would have several alternative companies as their sourcing in IT services. BSI has to response these tightly competition through creating competitive advantage, providing valued services in the process chain as well as creating good IT governance. Therefore, it is required an analysis to configuring value in BSI process using IT Governance’s framework. The COBIT’s (Control Objective for Information and related Technology) framework and ITIL (Information Technology Infrastructure Library) should be as guidance. The designed and process configuration has to provide business information in effective, efficient, confidentiality, integrity, availability, compliance and reliability, as a thesis in this research. It was resumed that configuring value of BSI would be combination both of value shop and value network. Value shop will be functioned for implementing of IT projects, and the value network will be performed to IT operation and maintenance scheme (outsourcing services). As driven by cost and services, below are the competitive advantages that can be utilized: a. For the value shop: the proven project methodology with success story will improve company reputation, development of templates to shorten the implementation timeline. Minimum cost will be obtained without reduce the quality of services. b. For the value network: availability of Service Level Agreement (SLA), users scalability and similarity of client’s industry, capacity utilization, response times, problem fixed, as well as providing the monitoring system and disaster recovery plan. In the other hand, objectives control referenced by COBIT will be as guidance to define easily objective of process, key goal indictors and key success factor to be considered. Detail design of BSI’s internal process in reference to ITIL can be combined with roles and responsibilities of each organization’s actor to deliver IT services. Finally, the design of internal process cycle can be used to fulfill SLA. The important one, long term relationship with customer should be kept through monthly reporting to let them know about performance of services. In relation to the managerial implication, it is required to establish Helpdesk and Monitoring function independently. Applying of organization matrix and formalize RACI chart can assure each personnel responsibilities to perform the service. Implementation of software application and infrastructure of System Monitoring and Service Desk are also urgently required. It will be addressed to assure that performance of services appropriated with designed indicators and organization capabilities.

Kata Kunci : Strategi Bersaing,Konfigurasi Nilai BSI, value configuring, IT Governance, Service Level Agreement, System Monitoring, Service Desk