Analisis Kualitas Layanan Teknologi Informasi Menggunakan Framework ITIL V3 Domain Service Operation: Studi Kasus Divisi Software Development 6 Indomaret Group

Abstract

Analisis layanan TI dalam perusahaan perlu dilakukan untuk menyelidiki peristiwa atau mengetahui keadaan yang terjadi terkait layanan yang diberikan. Hasil yang diperoleh merupakan informasi penting bagi penyedia layanan untuk memperbaiki maupun melakukan peningkatan kualitas. Tidak adanya team khusus dan atau pemahaman best practice maupun framework tertentu seringkali membuat penyedia layanan sulit melakukan analisis. Penelitian ini menggunakan framework Information Technology Infrastructure Library V3 domain service operation untuk mengetahui kualitas layanan TI mencakup kegiatan operasional harian divisi Software Development 6 (SD 6) Indomaret Group. Metode deskriptif kualitatif dilakukan melalui pengumpulan data berupa observasi dan wawancara. Hasil yang diperoleh menunjukkan bahwa team SD 6 pada dasarnya telah menjalankan kelima proses service operation dalam ITIL V3. Proses pengembangan layanan sudah ada namun belum dikomunikasikan dan didokumentasikan sepenuhnya, penanganan event masih bersifat reaktif, training hanya dilakukan dengan manual book jika tidak ada perubahan sistem padahal beberapa event masih terjadi karena human error.

Analysis of IT services in the enterprise need to be done to investigate the incident or know the circumstances related to the services provided. The result obtained is important information for service providers to improve and perform quality improvement. The absence of a special team and or understanding of best practice and specific framework providers often make it difficult to analyze. This study uses a framework Information Technology Infrastructure Library V3 domain service operation to determine the quality of IT services include daily operations of the division of Software Development 6 (SD 6) Indomaret Group. Qualitative descriptive method done by collecting data in the form of observations and interviews. The results obtained showed that the team SD 6 basically had the run fifth processes in the ITIL V3 service operation. Process development services already exist but have not yet communicated and fully documented, event handling is still reactive, training is only done with the manual book if there is no change in the system when some events still occur due to human error.