Analisis Sistem Manajemen Layanan Teknologi Informasi Pada Pt Dunia Boga Indonesia Yang Mengacu Pada Itil V3 Domain Service Operation Process Incident Management, Problem Management Analysis Of Information Technology Service Management System At Pt Dunia Boga Indonesia That Refers To Itil V3 Domain Service Operation Process Incident Management, Problem Management - tLuthfi Fernanda Asne; Rokhman Fauzi; Ryan Adhitya Nugraha (eProceedings of Engineering, 2022)
Abstrak Information Technology System Management (ITSM) merupakan suatu rangkaian proses yang bekerja sama untuk membangun dan mengembangkan layanan TI sesuai dengan standar kualitas. Pada penelitian ini saya mengambil data di perusahaan PT Dunia Boga Indonesia yang bergerak di bidang pelatihan baking. Saat ini PT Dunia Boga Indonesia sudah menggunakan layanan TI, tetapi belum menerapkan manajemen layanan TI. Manajemen layanan TI (ITSM). Manajemen layanan TI sangat dibutuhkan untuk perusahaan, karena sebagai pendekatan yang digunakan untuk merancang, membangun, mengintegrasikan, mengatur, dan menyusun layanan TI secara optimal (Aradea,2013). Penelitian ini menggunakan framewok Infrastructure Technology Information Library (ITIL) Versi 3 dengan Domain Service Operation. ITIL merupakan framework Manajemen layanan TI sebagai metode pendukung utama dalam optimalisasi manajemen layanan. Pada penelitian ini akan dilakukan sistematika penulisan yang diawali dengan Identifikasi penelitian, setelah itu Identifikasi dan Analisis data, dan terakhir Solusi dari penelitian yang telah dilakukan. Metode yang digunakan yaitu wawancara dan observasi, dengan hasil berupa rekomendasi berdasarkan landasan utama manajemen layanan TI, SOP untuk proses Incident Management dan Problem Management. Kata Kunci: ITSM, ITIL, Service Operation, Identifikasi Data, SOP. Abstract Information Technology System Management (ITSM) is a series of processes that work together to build and develop IT services in accordance with quality standards. In this study, I took data from the PT Dunia Boga Indonesia company which is engaged in baking training. Currently PT Dunia Boga Indonesia has used IT services but has not implemented IT service management. IT service management (ITSM). IT service management is very much needed for companies because it is an approach used to design, build, integrate, manage, and arrange IT services optimally (Aradea, 2013). This research uses the Infrastructure Technology Information Library (ITIL) Version 3 framework with Domain Service Operation. ITIL is an IT service management framework as the main support method in optimizing service management. In this study, systematic writing will be carried out starting with research identification, after that identification and data analysis, and finally solutions from research that has been carried out. The method used is interviews and observations, with the results in the form of recommendations based on the main foundation of IT service management, SOPs for Incident Management and Problem Management. Keywords: ITSM, ITIL, Service Operation, Data Identification, SOP