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Lestari, Fenny
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Computer Science & IT

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Analisis IT Service Management Pada Aplikasi Traveloka Menggunakan Framework ITIL V3 Arjun, Jennifer; Lestari, Fenny; Sutabri, Tata
Bulletin of Information Technology (BIT) Vol 4 No 4: Desember 2023
Publisher : Forum Kerjasama Pendidikan Tinggi (FKPT)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/bit.v4i4.1035

Abstract

Information technology nowadays is developing very rapidly, especially in the tourism sector. The use of technology in the tourism sector has made Traveloka's services popular because they can be accessed easily, quickly and reliably. The Traveloka service provides a service where users can order plane tickets from various airlines that collaborate with Traveloka with different price variants. This service makes it easier for people to enjoy their holidays and find out plane ticket prices easily. This research used data collection through questionnaires and obtained 30 respondents. Then a validity and reliability test is carried out to measure the quality level of a statement, after which a maturity level calculation will be carried out to analyze whether Traveloka's services are good enough to carry out service operations in the community. This research uses the ITIL V3 framework to analyze Traveloka services, especially in the Service Operation domain, which consists of 5 subdomains, namely the maturity level in the Event Management subdomain gets a value of 4.41, the maturity level in the Incident Management subdomain gets a value of 4.22, then for the Problem subdomain Management got a maturity level of 4.17, then for the Request Fulfillment subdomain the maturity level got a value of 4.21 and finally for the Access Management subdomain it got a maturity level of 4.30. So it can be seen that based on the results of the maturity level calculation it can be stated that all subdomains are at the Managed Level.
Analisis Kualitas Layanan E-Tracking J&T Cargo menggunakan COBIT 5 Lestari, Fenny; Sutabri, Tata
Bulletin of Information Technology (BIT) Vol 4 No 4: Desember 2023
Publisher : Forum Kerjasama Pendidikan Tinggi (FKPT)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47065/bit.v4i4.1036

Abstract

In today's practical digital era, this has fueled the presence of companies operating in the field of technology-based logistics services, for example J&T Cargo. One of the industries currently developing in Indonesia is the logistics transportation services industry due to the growth of e-commerce over the last decade. J&T is a logistics company that helps customers pack and send their goods. J&T cargo e-tracking is a service used to track package information, track outlets and also check postage which can be done independently without having to go to the outlet, making it easier for consumers to obtain information quickly and more efficiently. This research focuses on the COBIT 5.0 domain Deliver, Service, and Support (DSS) framework which aims to obtain the level of satisfaction of users of the J&T Cargo E-Tracking service. So the research results show that the lowest current maturity level value in the DSS domain is the DSS02 process, namely at level 3 (Established Process) and the other 5, namely DSS01, DSS03, DSS04, DSS05, DSS06 are at level 4 (Predictable process). From the results of measuring the maturity level, the as-is and to-be values ​​are obtained which will be the targets for IT governance of E-tracking services at J&T Cargo.
Co-Authors Arjun, Jennifer Tata Sutabri