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All Journal Sinkron : Jurnal dan Penelitian Teknik Informatika Jurnal Sistem informasi dan informatika (SIMIKA)
Caturkusuma, Resha Meiranadi
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Computer Science & IT

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Predicting IT Incident Duration using Machine Learning: A Case Study in IT Service Management Caturkusuma, Resha Meiranadi; Alzami, Farrikh; Nurhindarto, Aris; Sulistiyono, MY Teguh; Irawan, Candra; Kusumawati, Yupie
Sinkron : jurnal dan penelitian teknik informatika Vol. 9 No. 1 (2025): Research Article, January 2025
Publisher : Politeknik Ganesha Medan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33395/sinkron.v9i1.14310

Abstract

In the digital era, ensuring customer satisfaction with IT services is crucial for business success. However, the complexity of IT infrastructure makes it difficult to manage services, requiring companies to focus on improving efficiency and reducing operational costs. One of the strategies used is Information Technology Service Management (ITSM), the main component of which is incident management, which aims to minimize service disruptions. While various studies on ITSM exist, research focused on Machine Learning models for predicting incident resolution times is relatively limited. This research aims to develop an incident resolution duration prediction model using a Random Forest Regressor-based regression approach. The dataset used is an event log from the ServiceNow system containing data on 24,918 incidents. The model was evaluated using the Mean Absolute Error (MAE), Root Mean Squared Error (RMSE), and R2 metrics, where the model achieved a MAE of 14.33 hours, RMSE of 69.8 hours, and R2 of 0.98. These results show that the model can provide accurate predictions and support better decision-making in IT incident handling. Time-related features, such as sys_update_month and closed_month, proved to be the most influential factors in predicting incident resolution duration.
IMPLEMENTASI METODE DESIGN THINKING DAN SYSTEM USABILITY SCALE PADA USER EXPERIENCE APLIKASI BELAJAR BAHASA INGGRIS TALKTALES MELALUI CERITA RAKYAT Rifa’i, Muhammad Nabhan; Sani, Ramadhan Rakhmat; Suharnawi, Suharnawi; Caturkusuma, Resha Meiranadi
Jurnal Sistem Informasi dan Informatika (Simika) Vol 8 No 1 (2025): Jurnal Sistem Informasi dan Informatika (Simika)
Publisher : Program Studi Sistem Informasi, Universitas Banten Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47080/simika.v8i1.3742

Abstract

Indonesia faces significant challenges in improving English proficiency among its population. According to the EF Education First English Proficiency Index 2023, Indonesia ranks 79th out of 113 countries. On the other hand, the current generation begins to forget cultural elements such as folklore or myths that have been passed down from the nation's ancestors. This study aims to design an English learning application for children and teenagers using the design thinking method. The stages of design thinking that are used are empathize, define, ideate, prototyping, and testing. In the prototyping stage, low-fidelity and high-fidelity prototypes were created to visualize the application's design and functionality. Testing was conducted by using task scenarios and the System Usability Scale (SUS). The task scenario testing results revealed that the effectiveness and efficiency rate of 85.71%, indicated that most tasks could be completed successfully by users. The SUS testing results showed an average score of 86.5%, indicated that the application has a high level of usability and well-received by users. Thus, the application's interface is considered easy to use and effective in supporting the English learning process for the target users. This research provides a positive contribution to the development of educational applications using a design thinking approach.
Co-Authors Alzami, Farrikh Candra Irawan Kusumawati, Yupie Nurhindarto, Aris Ramadhan Rakhmat Sani Rifa’i, Muhammad Nabhan Suharnawi Suharnawi Sulistiyono, MY Teguh