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ANALISIS MANAJEMEN LAYANAN TI MENGGUNAKANITIL V3 DOMAIN SERVICE OPERATION PADA CV. PURWOTAMA SATRIA Desvita, Amanda; Dwi Amelia; Nauralia Syifa Ayunda; Ito Setiawan
TEKNOFILE : Jurnal Sistem Informasi Vol. 2 No. 12 (2024): Desember 2024
Publisher : PT. ZIVANA CENDEKIAWAN BANGSA

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Abstract

Perkembangan Teknologi Informasi (TI) yang pesat menuntut layanan TI yang optimal dari berbagai organisasi, termasuk perusahaan swasta seperti CV. Purwotama Satria. Penelitian ini mengkaji penerapan kerangka kerja ITIL V3 pada domain Service Operation untuk menganalisis manajemen layanan TI di perusahaan tersebut. CV. Purwotama Satria menghadapi beberapa tantangan dalam pengelolaan TI, seperti lambatnya respon terhadap insiden, kurangnya standarisasi dalam permintaan layanan, serta penanganan masalah teknis yang tidak memadai. Penelitian ini menggunakan pendekatan kualitatif dengan metode pengumpulan data berupawawancara, observasi, dan analisis dokumen. Hasil penelitian menunjukkan bahwa perusahaan belum memiliki sistem pemantauan real-time, dokumentasi insiden yang terstruktur, serta pelatihan staf TI terkait ITIL V3. Rekomendasi mencakup penerapan alat pemantauan real-time, standarisasi proses, pelatihan ITIL untuk staf, adopsi metode analisis akar masalah, dan peningkatan sistem manajemen akses. Langkah-langkah ini bertujuan untuk meningkatkan efisiensi layanan TI dan mendukung kinerja operasional perusahaan.
ANALISIS KUALITAS LAYANAN WEBSITE PERPUSTAKAAN UNIVERSITAS AMIKOM PURWOKERTO MENGGUNAKAN FRAMEWORK ITIL V3 Nur Cahyani, Sinta; Setiana Dwi Maghfiroh; Dita Lukitasari; Ito Setiawan
TEKNOFILE : Jurnal Sistem Informasi Vol. 2 No. 12 (2024): Desember 2024
Publisher : PT. ZIVANA CENDEKIAWAN BANGSA

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Penelitian ini bertujuan untuk menganalisis kualitas layanan pada domain Service Operation website perpustakaan Universitas Amikom Purwokerto dengan pendekatan Framework ITIL V3. Masalah utama yang diidentifikasi mencakup tampilan antarmuka yang terlalu sederhana dan kurang menarik, navigasi yang tidak intuitif sehingga menyulitkan pengguna dalam menemukan informasi, serta adanya tautan yang tidak interaktif atau lambat diakses. Untuk mengevaluasi kualitas layanan, digunakan kuesioner yang dirancang berdasarkan lima subdomain ITIL V3, yaitu Incident Management, Problem Management, Event Management, Request Fulfillment, dan Access Management. Hasil analisis digunakan untuk memberikan rekomendasi perbaikan yang mencakup peningkatan desain UI/UX, pengembangan sistem pelaporan insiden, optimasi proses permintaan layanan, dan integrasi layanan digital. Pendekatan ini diharapkan mampu mendukung peningkatan kualitas layanan secara berkelanjutan, mempermudah akses informasi bagi pengguna, dan meningkatkan kepuasan pengguna dalam menggunakan website perpustakaan Universitas Amikom Purwokerto.
ANALISIS KEMUDAHAN PENGGUNA APLIKASI ACCESS BY KAI TERHADAP KEPUASAN KONSUMEN PT KERETA API INDONESIA Disi Fasa Tri Rahmawati; Rema, Rema Sekar Nuriani; Muhammad Amrizal; Ito Setiawan
TEKNOFILE : Jurnal Sistem Informasi Vol. 2 No. 12 (2024): Desember 2024
Publisher : PT. ZIVANA CENDEKIAWAN BANGSA

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Perkembangan teknologi informasi mendorong PT Kereta Api Indonesia (PT KAI) untuk terus berinovasi melalui layanan digital, salah satunya aplikasi Access by KAI, yang dirancang untuk memberikan kemudahan dalam pemesanan tiket, pengecekan jadwal, dan informasi perjalanan kereta api. Meski penggunaannya meningkat pesat, rating aplikasi masih rendah, menunjukkan adanya potensi perbaikan. Penelitian ini bertujuan untuk menganalisis pengaruh kemudahan penggunaan (ease of use) terhadap kepuasan pengguna aplikasi Access by KAI menggunakan metode End User Computing Satisfaction (EUCS), yang mencakup lima dimensi: konten (content), keakuratan (accuracy), format (format), kemudahan penggunaan (ease of use), dan ketepatan waktu (timeliness). Data diperoleh dari 100 responden pengguna aplikasi di wilayah DAOP 5 Purwokerto melalui metode accidental sampling. Hasil penelitian menunjukkan bahwa kemudahan penggunaan berpengaruh signifikan terhadap kepuasan pengguna, dengan nilai korelasi R sebesar 0,839 dan hasil uji T serta uji F yang menunjukkan signifikansi <0,05. Penelitian ini menyimpulkan bahwa kemudahan navigasi, stabilitas aplikasi, dan kecepatan respon perlu ditingkatkan untuk meningkatkan kepuasan pengguna. PT KAI disarankan untuk memperbaiki fitur-fitur tersebut serta meningkatkan edukasi pengguna terkait aplikasi guna memenuhi harapan dan kebutuhan masyarakat.
ANALISIS KUALITAS LAYANAN TI MENGGUNAKAN FRAMEWORK ITIL V3 DOMAIN SEVICE OPERATION PADA APLIKASI DANA (Studi Kasus: Masyarakat Banyumas) Wahyuni, Novita; Wahyuning Tyas Saraswati; Diva Resti Hidayah; Ito Setiawan
TEKNOFILE : Jurnal Sistem Informasi Vol. 2 No. 12 (2024): Desember 2024
Publisher : PT. ZIVANA CENDEKIAWAN BANGSA

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Abstract

Penelitian ini menganalisis kualitas layanan aplikasi DANA dengan menggunakan kerangka kerja ITIL V3 pada domain Service Operation, dengan fokus pada problem management, event management, dan incident management. Metode penelitian yang digunakan adalah kuantitatif dengan pengumpulan data melalui kuesioner yang disebarkan kepada 92 responden pengguna DANA di Banyumas. Hasil analisis menunjukkan bahwa aplikasi DANA mencapai tingkat kematangan "Defined" dengan skor rata-rata 3,1 dari skala 1 hingga 5, yang menunjukkan bahwa proses pengelolaan layanan sudah terorganisir namun masih memerlukan peningkatan. Penelitian ini memberikan rekomendasi untuk meningkatkan stabilitas, keandalan, dan efisiensi layanan guna memperkuat kepercayaan pengguna dan mendukung keberlanjutan operasional.
IMPLEMENTASI KNOWLEDGE MANAGEMENT SYSTEM BERBASIS WEBSITE PADA SENAT MAHASISWA UNIVERSITAS AMIKOM PURWOKERTO Astrid, Astriditiya Laila Nur Fadilah; Jenny Juniarlie Johan Suryani; Faradina Novi Lakshita; Ito Setiawan
TEKNOFILE : Jurnal Sistem Informasi Vol. 2 No. 12 (2024): Desember 2024
Publisher : PT. ZIVANA CENDEKIAWAN BANGSA

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Pengetahuan merupakan aspek penting dalam organisasi, terutama di era informasi saat ini. Semakin banyak pengetahuan yang dikelola dan diwariskan dalam sebuah organisasi, semakin maju pula organisasi tersebut. Senat Mahasiswa (SEMA) Universitas AMIKOM Purwokerto menghadapi permasalahan dalam pengelolaan pengetahuan, yang masih dilakukan secara manual atau melalui platform terbatas seperti grup chat dan Google Drive, sehingga informasi sering kali sulit diakses dan tersebar tidak merata. Untuk mengatasi hal ini, penelitian ini bertujuan merancang Knowledge Management System (KMS) berbasis website untuk SEMA menggunakan metode Knowledge Management System Life Cycle (KMSLC). Sistem ini memungkinkan pengorganisasian, penyimpanan, dan akses pengetahuan secara terstruktur, dengan fitur seperti forum diskusi dan manajemen dokumen yang sesuai kebutuhan organisasi. Diharapkan, penerapan KMS ini dapat meningkatkan efektivitas pengelolaan pengetahuan di SEMA.
Perencanaan Strategis Sistem Informasi untuk Peningkatan Layanan Pelanggan pada UMKM Food Mood Hendry Kus Hermawan; Krisna Bagus Samboro; Bayu Effendi; M. Fikriyadi Maulana; Ito Setiawan
Merkurius : Jurnal Riset Sistem Informasi dan Teknik Informatika Vol. 3 No. 6 (2025): November: Merkurius : Jurnal Riset Sistem Informasi dan Teknik Informatika
Publisher : Asosiasi Riset Teknik Elektro dan Informatika Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/merkurius.v3i6.1153

Abstract

This study develops a strategic information system plan to improve customer service at the Food Mood MSME in the food and beverage sector. The Ward and Peppard framework is used to map the business and technology environment through Value Chain, SWOT, PEST, and Porter's Five Forces analyses, which are then broken down into Critical Success Factors and measurable key performance indicators. The research design is a qualitative case study with semi-structured interviews with the owner and employees, observations during peak hours, and a review of operational documents. The mapping results in a prioritized portfolio that places a cloud-based point-of-sale system integrated with QRIS, a lightweight inventory and procurement module, a kitchen display system, and basic accounting as the foundation, followed by a mini customer relationship management and loyalty program, online channel integration, a sales dashboard, and simple demand forecasting. The formulated performance targets include a wait time of no more than eight minutes, an order error rate below one percent, stock-outs of less than one day per month, and 100% transaction recording. The suggested three-month roadmap is operational and provides immediate benefits in terms of increased service speed, data accuracy, and potential customer retention, while also confirming the relevance of Ward and Peppard's approach for the Indonesian MSME context.
Analisis Manajemen Layanan TI Pada Perusahaan Penyedia Layanan Internet Menggunakan ITIL V4 Service Value System Irmawati Tri Wahyuni; Andini Diyas Saputri; Ito Setiawan; Banu Dwi Putranto
Mars : Jurnal Teknik Mesin, Industri, Elektro Dan Ilmu Komputer Vol. 3 No. 6 (2025): Desember: Mars : Jurnal Teknik Mesin, Industri, Elektro Dan Ilmu Komputer
Publisher : Asosiasi Riset Teknik Elektro dan Informatika Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/mars.v3i6.1224

Abstract

This study analyzes the gap in the implementation of Information Technology IT service management at an internet service provider in Purwokerto using the ITIL V4 Service Value System SVS framework. The company faces a number of major problems, such as delays in incident handling, data fragmentation between operational applications, low automation in network monitoring, and suboptimal coordination between the technical and customer service divisions. The purpose of this study is to evaluate the level of compliance of current service practices with ITIL V4 SVS best practices and to formulate recommendations for improvements that can increase operational efficiency and service reliability. The research uses a qualitative descriptive method with a case study approach, with data collected from interviews and observations in the technical and customer service divisions, then analyzed based on the five main components of ITIL V4 SVS. The results show that the company has implemented several ITIL principles, particularly in terms of customer value focus and process simplicity, but the implementation of iterative feedback, data integration, and automation is still at a low level of maturity. This study concludes that strengthening the real-time monitoring system, increasing cross-divisional visibility, and establishing a Continual Improvement Register are important steps towards realizing more efficient, responsive, and sustainable IT service management.
Analisis Infrastruktur Teknologi Informasi Menggunakan Metode VRIO dan PEST di PT Pelita Buana Jaya. Adam Satria Mahendra; Handika Anjas Himawan; Zhoni Zhonatan Prabowo; Ito Setiawan
JURNAL ILMIAH NUSANTARA Vol. 3 No. 1 (2026): Jurnal Ilmiah Nusantara Januari 2026
Publisher : CV. KAMPUS AKADEMIK PUBLISING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61722/jinu.v3i1.7370

Abstract

The rapid advancement of information technology has encouraged medical supply distributors to enhance system integration and operational efficiency. PT Pelita Buana Jaya, operating in Central Java, requires a strategic assessment of its IT infrastructure to support procurement, storage, and distribution activities. This study aims to evaluate the internal and external factors influencing the company’s IT performance using the VRIO and PEST methods. The VRIO analysis examines the strategic value, rarity, imitability, and organizational capability of the company’s technological resources, while the PEST analysis explores the influence of governmental regulations, economic conditions, social expectations, and technological developments. The findings show that PT Pelita Buana Jaya’s current IT infrastructure supports basic operations but lacks full integration, resulting in several operational limitations. Therefore, the company needs to strengthen human resource competencies and develop more integrated digital systems to improve competitiveness and service quality.
Analisis Infrastruktur Teknologi Informasi pada BMSTV dengan Pendekatan SWOT dan Value Chain Siska Nathasia; Nur Kholifah Dwi Prasetyo Kartika; Yuana Premasiwi; Berliana Zahrah Nursyifa; Ito Setiawan
JURNAL ILMIAH NUSANTARA Vol. 3 No. 2 (2026): Jurnal Ilmiah Nusantara Maret 2026
Publisher : CV. KAMPUS AKADEMIK PUBLISING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61722/jinu.v3i2.8641

Abstract

The development of information technology requires local television stations to have well-managed and effective IT infrastructure. BMSTV, as a local television station, faces challenges in adapting to digital broadcasting and competition from digital media platforms. This study aims to analyze the condition of information technology infrastructure at BMSTV and to formulate strategic development recommendations using SWOT and Value Chain approaches. The research method employed is a qualitative descriptive approach using secondary data obtained from organizational documents and literature studies. The results indicate that BMSTV has strengths in basic technology utilization and local content, but faces weaknesses in system integration and IT human resource competencies. Media digitalization presents significant opportunities to improve service quality, while digital media competition poses major threats. This study recommends strengthening IT infrastructure, enhancing human resource competencies, and developing integrated information systems.
ANALISIS STRATEGI PENJUALAN PRODUK COCOA BUTTER PURWOKERTO MENGGUNAKAN PENDEKATAN MODEL AIDA Fathah Rezki Putranto; Panca Wahyu Ahmadi; Yuliawan Sulistyo Wibowo; Mohammad Fahrenza; Ito Setiawan
JURNAL ILMIAH EKONOMI DAN MANAJEMEN Vol. 4 No. 1 (2026): Januari
Publisher : CV. KAMPUS AKADEMIK PUBLISING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61722/jiem.v4i1.8368

Abstract

This study aims to analyze the marketing communication strategy of Cocoa Butter Bakery in Purwokerto using the AIDA model (Attention, Interest, Desire, Action). The research is motivated by the increasing competition in the local culinary business sector and the need for micro, small, and medium enterprises (MSMEs) to optimize digital marketing in order to enhance brand awareness and sales performance. A descriptive qualitative approach was employed, with data collected through observation, in-depth interviews, and documentation. The research subjects consisted of the business owner, employees, and customers of Cocoa Butter, while the research object focused on the sales and marketing communication strategies implemented. The findings indicate that Cocoa Butter has applied all stages of the AIDA model; however, the level of effectiveness is not evenly distributed across each stage. The Attention and Action stages require further strengthening, particularly through the use of digital advertising, interactive content, and online sales promotions. Meanwhile, product quality, customer experience, and attractive visual presentation serve as key strengths in the Interest and Desire stages. This study concludes that the AIDA model provides a comprehensive framework for evaluating marketing effectiveness and can serve as a basis for developing more integrated and sustainable digital marketing strategies for local culinary businesses.
Co-Authors Abdillah Teguh Permana Abdul Azis Abdul Khohar Adam Satria Mahendra Adhim Tanfitra Adinda Arininta Loysiana Aditya Pratama Putra Adrianus Angoro Susanto Ahmad wahyu Kurniawan Ahnaf Vanning Al Haq Akhmal Angga Syahputra Akto Hariawan Ali Syah Al Banjari Amanda Ayu Novitasari Anastasya Yuniar Andini Diyas Saputri Aniec Anafisah Pratiwi Anindya Fidela Anjar Sylvia Rahmawati Annisa Suci Octavia Anung Supriyadi Ardani Eka Putra Ari Fattah Fuaddin Arindia Nur Zahra Arisanti Dwi Safitri Ariska, Ariska Nurul Habibah Asha Nuril Jannah Astrid, Astriditiya Laila Nur Fadilah Baehaqi Banu Dwi Putranto Bayu Effendi Berliana Zahrah Nursyifa Bibit Waluyo Cannes Lingga Yogario Chrys Dian Aji Bagus Pamungkas Dafa Arta Anggara Dani Khoirul Wafa Dea Lili Anggraeni Desvita, Amanda Dimas Sigit Purnomo Disi Fasa Tri Rahmawati Dita Lukitasari Diva Resti Hidayah Dwi Amelia Dwi Krisbantoro Elsa Ayunda Pratiwi Epa Latifah Erika Luthfi Afifah Excel Ervinta Desty Fadhila Intan Cahyaningrum Fahmi An Naafi Faikul Farid Fakhrul Akif Maulana Putra Falia Nur Afifah Faozan Dwiki Ramadana Faradina Novi Lakshita Farah Fadhilah Farica Rachman, Naura Fathah Rezki Putranto Fauzan Dwicah Saputra Feishal Azriel Arya Putra Feri Widiyanto Fiby Nur Afiana Fikri Aditnya Pratama Fisabilla Tidar Yoga Pratama Futikhat Salsabila Ghois Abdullah Akmal Gilang Satria Mahardhika Hafiz Rayanda Bhakti Haikal Azril Hikmatyar Handika Anjas Himawan Hanenda Putri Zamora Hendry Kus Hermawan Hermawan Hermawan Ifan Dwi Ramadan Ika, Ika Komalasari Indri Wahyuningsih Iqbal Yusuf Azhari Irmawati Tri Wahyuni Jenny Juniarlie Johan Suryani Julio Yoga Pratama Kodir Kodir Krisna Bagus Samboro Kusumas Astri Anggraeni Laela Uswatun Hasanah Lailatur Rochmah Lifa Sholiah M. Fikriyadi Maulana Mauly Chandra Gumilang Melida Ratna Utami Mochamad Amirudin Mohammad Fahrenza Muhamad Albaihaqi Naufal Andewa Muhammad Amrizal Muhammad Asfari Alkaromi Muhammad Asnafi Alkaromi Nada Salsabila Khansa Naura Arum Kartika Nauralia Syifa Ayunda Nesa Nur Puspitasari Nur Adiya, Az Zahra Dwi Nur Cahyani, Sinta Nur holifah, Anggita Nur Kholifah Dwi Prasetyo Kartika Nurul Hani Ocha Dwi Palusi Oktafia Heng Huice Oky Bakti Wiarso Panca Wahyu Ahmadi Prayoga Pribadi Priyanti, Dika Putri Nazilatus Safa’at Putri Vidia Lestari Rafli Triofansyah Rahayu Linda Kusuma Rahmat Aji Prasetyo Ratri Ismayanti Rema, Rema Sekar Nuriani Retno Setioningrum Retno Waluyo Retno Waluyo Riani Efna Sari Rindiana Putri Natasya Ririt Farihatul Kamilah Risqi Faturohman Rizky Gilang Setiawan Salsa Fathaturrahma Sekar Ajeng Ramadhani Septiana Nur Hidayah Setiana Dwi Maghfiroh Setyaningsih, Gustin Shafni Nur Hikma Siska Nathasia Sitaresmi Wahyu Handani Taufik Nur Hidayat Tegar Romadhany Titin Amelia Tiya Utriani Ulfa Inayatun Umar Abdul Abid Veliana Dian Maryasari Vellyn Chalista Elfanza Vita Dwi Utami Wahyu Dwi Purwoprasetyo Wahyu Putra Pratama Wahyuni, Novita Wahyuning Tyas Saraswati Wakhid Sayudha Rendra Graha Alrashid Widiyana Mustofiyah Yuana Premasiwi Yuliawan Sulistyo Wibowo Yusmedi Nurfaizal Zanela Anania Syafikah Zhoni Zhonatan Prabowo Zuhriyatul Lubna