Pengukuran Kinerja Menggunakan ITIL V3 Divisi IT Operation PT XYZ
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Published:
Mar 9, 2023
Keywords:
maturity level, ITIL, Perusahaan Kecil, ITSM, Kinerja
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Abstract
Dalam membangun suatu sistem dalam suatu organisasi TI diperlukan adanya dukungan dari suatu IT Service yang mampu menyesuaikan kebutuhan bisnis secara terus menerus. Layanan TI terutama berjalan dan tumbuh dari dalam perusahaan. Perpustakaan Infrastruktur Teknologi Informasi (ITIL) adalah kerangka kerja yang paling umum diadopsi untuk manajemen layanan TI. Memulai penggunaan ITIL dapat dilakukan dengan mengidentifikasi area yang dapat dikembangkan dan mengukur situasi saat ini. Ini akan membantu untuk mengetahui kondisi masa depan yang diinginkan dan menjadi dasar untuk menemukan solusi untuk meningkatkan kinerja berdasarkan ITIL. Pengukuran maturity level merupakan salah satu metode yang umum digunakan untuk mendefinisikan situasi saat ini. Tujuan dari penelitian ini adalah untuk memahami seberapa baik sebuah tim dari perusahaan kecil melakukan bisnis dengan menggunakan tingkat kedewasaan. Proses perbaikan tujuh langkah dari ITIL dipilih yang diadaptasi sebagai panduan untuk melaksanakan seluruh rangkaian penelitian ini. Riset dilakukan dengan melakukan maturity assessment dan wawancara pada perusahaan kecil yang bergerak di bidang IT services. Pengukuran dilakukan sebanyak 2 kali. Pada awalnya berfungsi untuk mengetahui kondisi sebelum dilakukan pengukuran dan perbaikan. Riset di divisi IT Operations XYZ mengungkapkan bahwa implementasi ITIL dapat meningkatkan maturity level sesuai dengan tujuan manajemen perusahaan. Pada akhirnya, implikasi dari penelitian ini akan memberikan manajemen perusahaan faktor dan solusi untuk meningkatkan kinerja berdasarkan implementasi ITIL.
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Setiawan, H., & Sfenrianto, S. (2023). Pengukuran Kinerja Menggunakan ITIL V3 Divisi IT Operation PT XYZ. Jurnal Informasi Dan Teknologi, 5(1), 102-111. https://doi.org/10.52088/jidt.v5i1.281
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References
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[16] P. Quiroz-Palma, A. Suárez-Alarcón, A. Santamaría-Philco, W. Zamora, V. Garcia, and E. Vera-Burgos, “ITSIM: Methodology for Improving It Services. Case Study CNEL EP-Manabi,” in Advances in Intelligent Systems and Computing, 2019, vol. 918. doi: 10.1007/978-3-030-11890-7_20.
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[20] R. Parvizi, F. Oghbaei, and S. R. Khayami, “Using COBIT and ITIL frameworks to establish the alignment of business and IT organizations as one of the critical success factors in ERP implementation,” in IKT 2013 - 2013 5th Conference on Information and Knowledge Technology, 2013. doi: 10.1109/IKT.2013.6620078.
[21] I. Parra, G. Arroyo, and A. Garcia, “Experiences and practices in the implementation of IT Governance in Mexican electric utility,” in CIGRE Session 45 - 45th International Conference on Large High Voltage Electric Systems 2014, 2014, vol. 2014-August.
[22] Y. N. li, K. C. Tan, and M. Xie, “Managing service quality: Applying utility theory in the prioritization of service attributes,” International Journal of Quality & Reliability Management, vol. 20, no. 4. 2003. doi: 10.1108/02656710310468579.
[23] A. D. Suryawan and Veronica, “Information Technology Service Performance Management Using COBIT and ITIL Frameworks : A Case Study,” in Proceedings of 2018 International Conference on Information Management and Technology, ICIMTech 2018, 2018. doi: 10.1109/ICIMTech.2018.8528197.
[24] S. Mathur et al., “An empirical study into the use of 7 quality control tools in higher education institutions (HEIs),” TQM Journal, 2022, doi: 10.1108/TQM-07-2022-0222.
[25] H. Jaadla and B. Johansson, “A self-assessment tool for estimation of IT maturity,” in Proceedings of the 15th European Conference on Management, Leadership and Governance, ECMLG 2019, 2020. doi: 10.34190/MLG.19.132.
[26] K. Ishikawa, “Guide to quality control, asian productivity organization,” Nordica International. 1976.
[27] M. B. Mehta, “Weighting for Success,” Industrial Engineer, vol. 46, no. 4, pp. 45–49, 2014.
[28] M. A. Mahmoud et al., “Impacts of marketing automation on business performance,” J Theor Appl Inf Technol, vol. 98, no. 11, 2020.
[29] D. Hoorpah, S. Kishnah, and S. Pudaruth, “Development of an incident prioritization model using fuzzy logic to improve quality and productivity in IT support services,” in Advances in Intelligent Systems and Computing, 2019, vol. 863. doi: 10.1007/978-981-13-3338-5_7.
[30] Z. A. Hamid and H. Sulaiman, “COBIT benchmarking of system development governance for a government agency in Malaysia,” J Theor Appl Inf Technol, vol. 89, no. 1, 2016.