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All Journal Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer
Anvel Anvel
Fakultas Ilmu Komputer, Universitas Brawijaya
Computer Science & IT Control & Systems Engineering Education Electrical & Electronics Engineering Engineering

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Evaluasi Maturitas pada Proses Incident Management dan Problem Management dalam Inflite Manager System PT. Aerofood ACS Menggunakan Framework ITIL Versi 3 Service Operation Anvel Anvel; Yusi Tyroni Mursityo; Ismiarta Aknuranda
Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer Vol 3 No 5 (2019): Mei 2019
Publisher : Fakultas Ilmu Komputer (FILKOM), Universitas Brawijaya

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Abstract

Recent development in business and information technology has become a waypoint for organizations to better their IT service performance. Aerofood ACS is a subsidiary of the Garuda Indonesia Group whose objective is to provide the best premium class service for food and beverage products in the in-flight catering business. Improvement of service quality has become the main goal for companies to ensure that they provide the best IT service available. Attention was brought regarding issues regarding the operational capability of previous IT services that were provided by Aerofood ACS's IT department. The previously mentioned issues often happen repeatedly because there are no right preventions or are there any controls that can be executed towards the procedures of fixing an IT service issue at Aerofood ACS. ITIL version 3 is a "best practice" guide for service management in IT companies. In order to support the operational facilities managed by Aerofood ACS's IT unit, there are a few processes that can be used as object of research, which are the Incident Management and Problem Management processes. Implementing an Incident Management and Problem Management process will minimize mix-ups which are often experienced by the organization in the midst of an ever changing technological landscape. The processes which are utilized in this research uses scoring based on level of maturity and level of inequity acquired from questionnaires regarding ITIL version3 in the service operation domain. Judging from results, it is recommended the guide on based practice give by ITIL version 3 on the Service Operation domain for Incident Management and Problem Management.
Co-Authors Ismiarta Aknuranda Yusi Tyroni Mursityo