Implementation of ISO/IEC 20000-1:2011: Case Study in PUSTIKPAN – LAPAN

Abstract

In the current time, company/institution has been working on their improvements toward customer service especially in the IT service used. By using the Information Technology Service Management (ITSM) with ISO/IEC 20000-1:2011 certification, company is accommodated in managing their services. This journal discusses about the implementation of ISO 20000-1:2011 towards PUSTIKPAN – LAPAN that serves to customers/users. The methodology used by this journal is qualitative approach using interview, documentation from evidence, and some related journals. This research has found that one of the most constrained clause is Service Management System General Requirement that is caused by the less attention of documentation recording, the ineffectiveness of documentation destroying, the implementors who has inadequate knowledge and does not have any special expertise on the standard of ISO/IEC 20000-1:2011, the lack of implementation control by the supervisors, the excessive job description causing the lack of focus attention of implementation, the lack of human resource. However, the benefits of using ISO 20000-1:2011 still be obtained by internal/ institution and the customer/user.