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Please use this identifier to cite or link to this item: https://repository.uksw.edu/handle/123456789/13789
Title: Analisis Kualitas Manajemen Layanan Teknologi Informasi Menggunakan Framework Information Technology Infrastructure Library V3 Domain Service Operation: Studi Kasus Badan Pelayanan Perizinan Terpadu dan Penanaman Modal Kota Salatiga
Authors: Soukotta, Anastasya
Keywords: kualitas manajemen layanan;teknologi informasi;kerangka kerja ITIL V3
Issue Date: 2017
Publisher: Program Studi Sistem Informasi FTI-UKSW
Abstract: Kualitas manajemen layanan teknologi informasi berpengaruh terhadap kualitas layanan yang diberikan ke pelanggan. Insiden terkait manjemen layanan TI dapat menghambat proses bisnis organisasi. Organisasi membutuhkan analisis kualitas manajemen layanan TI untuk mengetahui keadaan TI sehingga pengembangan maupun perbaikan dapat dilakukan. Penelitian ini menggunakan framework Information Technology Infrastructure Library (ITIL) V3 domain service operation untuk menganalisis manajemen layanan TI yang meliputi kegiatan operasional harian Badan Pelayanan Perizinan Terpadu dan Penanaman Modal (BPPTPM) Salatiga. Metode deskriptif kualitatif dilakukan dengan teknik pengumpulan data berupa wawancara dan observasi. Hasil menunjukan bahwa BPPTPM Salatiga pada dasarnya telah melakukan seluruh proses service operation ITIL V3 namun komunikasi dan dokumentasi belum sepenuhnya dilakukan sehingga masih terjadi insiden berulang.
The quality of information technology service management affect the quality of service provided to customers. IT service management related incidents can hinder the organization’s business processes. Organization need an analysis of the quality of IT service management to know the circumstances of IT so that development and improvement can be done. This study uses a framework Information Technology Infrastructure Library (ITIL) V3 domain service operation to analyze IT service management include daily operations of Badan Pelayanan Perizinan Terpadu dan Penamanan Modal (BPPTPM) Salatiga. Qualitative descriptive method done with data collection techniques in the form of observations and interviews. The results show that BPPTPM Salatiga basically had to do the whole process of ITIL V3 but communication and documentation has not been completely done so that repeated incidents still occur.
URI: http://repository.uksw.edu/handle/123456789/13789
Appears in Collections:T1 - Information Systems

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