Article Per Year (5 Year)
p-Index From 2021 - 2026
0.817
P-Index
This Author published in this journals
All Journal Jurnal Informatika Dan Tekonologi Komputer (JITEK) Jurnal Ilmiah Manajemen, Ekonomi dan Akuntansi Jurnal Komputer Teknologi Informasi Sistem Komputer (JUKTISI) Jurnal Informatika Dan Tekonologi Komputer
Zena Lusi
Institut Teknologi dan Bisnis Nasional
Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Other

Published : 4 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 4 Documents
Search

 1 
ANALISIS PROBLEM MANAGEMENT PADA IT HELPDESK UIN RADEN FATAH DENGAN IMPLEMENTASI ITSM: STUDI KASUS PELAYANAN DARI UNIT PUSTIPD (PUSAT TEKNOLOGI INFORMASI DAN PANGKALAN DATA) M Aswadi; Tata Sutabri; Zena Lusi
Jurnal Informatika Dan Tekonologi Komputer (JITEK) Vol. 4 No. 1 (2024): Maret : Jurnal Informatika dan Tekonologi Komputer
Publisher : Pusat Riset dan Inovasi Nasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jitek.v4i1.2999

Abstract

Problem Management is a crucial aspect in the management of Information Technology (IT) services, aiming to identify and address the main causes of problems in an organization's IT infrastructure. This study analyzes the implementation of Problem Management in the IT Helpdesk at UIN Raden Fatah, with a focus on services from the PUSTIPD Unit. Case studies are used as the main research method, involving interviews, observation and analysis of related documents. The findings show that the implementation of Problem Management has brought significant benefits, although there is still room for improvement, especially in interunit coordination and end-user engagement. This study provides insight into the importance of Problem Management in improving the performance of IT services in higher education institutions.
Analisis dan Desain Pengguna Layanan TI dada Problem Management dan Incident Management di Rumah Sakit Banyuasin Ali Imron; Zena Lusi; Putri Intan Avita; Fahri Rahman
Jurnal Komputer Teknologi Informasi Sistem Komputer (JUKTISI) Vol. 5 No. 2 (2026): September 2026
Publisher : LKP KARYA PRIMA KURSUS

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62712/juktisi.v5i2.1485

Abstract

Pemanfaatan teknologi informasi pada rumah sakit menjadi unsur penting dalam menjaga kesinambungan pelayanan medis dan administratif. RSD Banyuasin masih menghadapi gangguan sistem, keterlambatan penanganan, serta masalah berulang karena pencatatan insiden, mekanisme eskalasi, dan dokumentasi akar penyebab belum dilaksanakan secara terstruktur. Penelitian ini bertujuan menganalisis kondisi pengelolaan layanan teknologi informasi serta merancang proses Manajemen Insiden dan Manajemen Masalah berdasarkan kerangka ITIL V4. Penelitian menggunakan pendekatan deskriptif kualitatif dengan metode studi kasus. Data diperoleh melalui observasi, wawancara dengan petugas teknologi informasi, kepala unit, dan pengguna layanan, serta analisis dokumen pendukung. Analisis dilakukan dengan membandingkan kondisi berjalan terhadap praktik ITIL V4 melalui analisis kesenjangan. Hasil penelitian menunjukkan enam kesenjangan utama, yaitu belum tersedianya pencatatan tiket terpusat, klasifikasi dan prioritas yang baku, mekanisme eskalasi, dokumentasi akar masalah, basis pengetahuan, serta evaluasi layanan yang berkelanjutan. Rancangan yang dihasilkan mencakup alur pelaporan, pencatatan, klasifikasi, prioritas, diagnosis, eskalasi, penyelesaian, penutupan, analisis akar penyebab, dan pencatatan known error. Rancangan juga dilengkapi arsitektur sistem helpdesk, basis aturan penanganan, target waktu respons, dan rancangan antarmuka. Penerapan rancangan diharapkan meningkatkan kecepatan penanganan, mengurangi insiden berulang, dan mendukung kontinuitas layanan teknologi informasi di RSD Banyuasin.
Analisis Pelayanan Publik Menggunakan Customer Relationship Management Model Sela Taramita; Zena Lusi
Jurnal Ilmiah Manajemen, Ekonomi dan Akuntansi Vol. 5 No. 2 (2025): JULI : Jurnal Ilmiah Manajemen, Ekonomi dan Akuntansi
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jurimea.v5i2.943

Abstract

This research is motivated by efforts to develop digital services to improve the quality of electronic government-based services at the Population and Civil Registration Service (Disdukcapil) of Palembang City. This study applies the Customer Relationship Management (CRM) model approach to 10 areas of public services available on the official website of the Palembang City Disdukcapil. The variables used in this study include commitment to information technology (IT), IT-related communication, service quality, and customer satisfaction in utilizing digital-based services. The research method used is descriptive with a quantitative approach. Data collection was carried out through a Google Form-based questionnaire, which was distributed via WhatsApp social media to the Palembang City community as respondents. The results of the study processed using SPSS showed that the data tested for validity were declared valid. The reliability test produced a Cronbach's Alpha value of 0.982, which exceeded the standard of 0.7, indicating high data consistency. Meanwhile, the results of the analysis using AMOS showed that the level of customer satisfaction in using the Disdukcapil website reached 95% for the commitment variable, 94% for the communication variable, and 95% for the service quality variable. Overall, this study shows that customer satisfaction with the digital services of the Palembang City Population and Civil Registry Office is in the good category. The results of this study are expected to provide insight and recommendations for the government in designing policies to improve the quality of electronic government services in the city of Palembang.
ANALISIS PROBLEM MANAGEMENT PADA IT HELPDESK UIN RADEN FATAH DENGAN IMPLEMENTASI ITSM: STUDI KASUS PELAYANAN DARI UNIT PUSTIPD (PUSAT TEKNOLOGI INFORMASI DAN PANGKALAN DATA) M Aswadi; Tata Sutabri; Zena Lusi
Jurnal Informatika Dan Tekonologi Komputer (JITEK) Vol. 4 No. 2 (2024): Juli : Jurnal Informatika dan Tekonologi Komputer
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jitek.v4i1.2999

Abstract

Problem Management is a crucial aspect in the management of Information Technology (IT) services, aiming to identify and address the main causes of problems in an organization's IT infrastructure. This study analyzes the implementation of Problem Management in the IT Helpdesk at UIN Raden Fatah, with a focus on services from the PUSTIPD Unit. Case studies are used as the main research method, involving interviews, observation and analysis of related documents. The findings show that the implementation of Problem Management has brought significant benefits, although there is still room for improvement, especially in interunit coordination and end-user engagement. This study provides insight into the importance of Problem Management in improving the performance of IT services in higher education institutions.
Co-Authors Ali Imron Fahri Rahman M Aswadi Putri Intan Avita Sela Taramita Tata Sutabri