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SISFO
Published by Institut Teknologi Sepuluh Nopember Surabaya
ISSN : 19793979     EISSN : 23014237     DOI : -
Core Subject : Science, Engineering,
Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Engineering Industrial & Manufacturing Engineering
urnal SISFO is an Open Access Academic Journal dedicated to publishing high-quality research in information systems (IS) discipline. It aims to provide an opportunity for IS researchers to publishing their original works openly and conveniently while complying with scientific review process as an open access journal. Jurnal SISFO issues three times a year in January, May and September.
Arjuna Subject : -
Articles 51 Documents
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PEMBUATAN PROSEDUR DAN FORMULIR SERVICE DESK PEMERINTAHAN KOTA MADIUN BERDASARKAN ITIL V3 Effendi, Zulaikah; Herdiyanti, Anisah; Susanto, Tony Dwi
SISFO Vol 8 No 2 (2019)
Publisher : Department of Information Systems, Institut Teknologi Sepuluh Nopember

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Abstract

The Government of Madiun City is committed to apply Smart City concept by implementing Madiun Service Desk (MSD) to support e-government. However, the implementation of MSD application is not yet equipped with an operational standard for delivering information technology (IT) services to the consumers. Meanwhile, the IT services are handled by a Service Desk who ensures that the service levels are adhered, and requests are fulfilled. This research focuses on the development of standard operating procedures (SOPs), including procedures and forms to support their operations. Prior to the development of the SOPs, an information gathering was performed to understand the landscape of Service Desk. Then, a gap analysis was conducted based on the landscape and the standardized operations according to ITIL V3. The results from the research includes 4 (four) procedures, and 8 (eight) forms that has been validated by Service Desk in the Madiun City.

Page 6 of 6 | Total Record : 51

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