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All Journal JURNAL SISTEM INFORMASI BISNIS Jurnal Edukasi dan Penelitian Informatika (JEPIN) Jurnas Nasional Teknologi dan Sistem Informasi Journal of Information Systems Engineering and Business Intelligence Informatika Mulawarman: Jurnal Ilmiah Ilmu Komputer Jurnal Pengabdian Masyarakat MIPA dan Pendidikan MIPA Jurnal Pengembangan Riset dan Observasi Teknik Informatika bit-Tech JATI EMAS (Jurnal Aplikasi Teknik dan Pengabdian Masyarakat) Jurnal Layanan Masyarakat (Journal of Public Service) International Journal of Social Service and Research Jurnal Nasional Pengabdian Masyarakat International Journal of Social Science, Education, Communication and Economics Prosiding Seminar Nasional Teknik Elektro, Sistem Informasi, dan Teknik Informatika (SNESTIK) Jurnal Riset Multidisiplin dan Inovasi Teknologi
Faried Effendy
Prodi Sistem Informasi, Departemen Matematika, Fakultas Sains Dan Teknologi, Universitas Airlangga
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Journal : jurnal sistem informasi bisnis

 1 
Manajemen Masalah Teknologi Informasi Berdasarkan Kerangka Kerja ITIL V3 dan COBIT 5 Effendy, Faried; Hariyanti, Eva
JSINBIS (Jurnal Sistem Informasi Bisnis) Vol 8, No 2 (2018): Volume 8 Nomor 2 Tahun 2018
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (378.741 KB) | DOI: 10.21456/vol8iss2pp157-165

Abstract

In this study, we attempted to develop Information Technology (IT) document of problem management for the export company. This document used as guidance for the company’s employees to manage IT problem. Not every company's IT division has IT problem management strategy, the priority of problem-solving is usually done by the First In first out (FIFO) method by not considering the impact and the problem urgency. COBIT 5 and ITIL V3 DSS03 related to Problem management were used as standards to review and benchmark on how problem management activities should be done. The output of this research is a Standard Operating Procedure (SOP) document. The Problem management SOP document consists of three stages, the first stage is the preparation of  SOP with 5 sub-stages, namely: list activity of ITIL V3 and COBIT 5 DSS03, mapping activity of ITIL V3 and COBIT 5 DSS03, verification of company new activities, mapping of activity actor based on RACI DSS02 and mapping of workproduct. The second stage is the adjustment of SOP documents with 2 sub-stages, namely: interviews for identification of needs and mapping of activity actor with the company's organizational structure. The third stage is the verification of SOP documents. The SOP documents contain 11 procedure with five actors. Overall SOP document can eventually become a reference for the company to manage IT problem. 
Co-Authors Adhipratama, Javier Ihsan Agustin, Dewien Nabila Al-Amin, Al-Amin Alfath, Muhammad Fauzan Army Justitia Aulia Marcha Rizkasari Putri Badrus Zaman Baihaqi, Joevans Mikail Barry Nuqoba, Barry Billiyanto, Rendy Chastine Fatichah Diana Purwitasari Endah Purwanti Eto Wuryanto Eva Hariyanti Faiz Haidar Satriani Adli Ghofiqi, Muhammad Ibaneza Griffint Secoria Indah Werdinigsih Indah Werdiningsih Kartono Kastur, Annita Lilis Amalia Lilis Amalia, Lilis Marentina, Livia Felisia Maulidya, Syafira Nurilhaq Muhammadun Muhammadun, Muhammadun Muid, Faruq Abdul Nania Nuzulita Pardamean Daulay Pratama, Muhammad Fadhil Putra Purbandini Soeparman, Purbandini Purwanto, Luqman Rimuljo Hendradi Sembiring, Rinawati Setijaningrum, Erna Sugeng Santoso Sugiran Sugiran Sugiran Sugiran, Sugiran Syahputra, Hendri Taufik Taufik Taufik Taufik Taufik Zahra, Adisha Putri Az