Implementation of improvement sistem for incident management on PT. Link Net based on itilv3 = implementasi sistem pembenahan incident management pada PT. Link Net berdasarkan itilv3

Christian, Irvin (2018) Implementation of improvement sistem for incident management on PT. Link Net based on itilv3 = implementasi sistem pembenahan incident management pada PT. Link Net berdasarkan itilv3. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

According to IT Service Management (ITSM), every service failure in IT company is defined as incident. Either major or minor incidents, they may impact user satisfactory level, which in turn may cause loss to the IT company itself. In PT. Link Net, incidents that are commonly happened usually related with the internet network. Based upon ITILv3, to deal with such problem any IT company is required to conduct Incident Management. Based on the result of measurement analysis of Incident Management at PT. Link Net, it draws a need for PT. Link Net to implement an improvement in order to increase the quality of its Incident Management. To ensure the effectiveness of the improvement five metrics ares used prior and after improvement. They are average solved time, percentage of the solved incidents without escalation, amount of the escalated incidents, percentage of incidents that are not solved or escalated properly, and percentage of the solved incidents that fulfill the SLA (Service Level Agreement). In addition, to reach the optimal condition, Service Desk Agent should follow the flow process of the improved system. By applying the metrics once again to the improved Incident Management, the results obtained indicate that the improvement made is still not significant at this first period of Phased Deployment. Of the five metrics the noticeable difference can be found at the SLA, which increased by 5,5% which is affected by the other metrics./ Berdasarkan IT Service Management (ITSM), setiap service failure pada perusahaan IT disebut incident. Incident yang berskala besar ataupun kecil, akan mempengaruhi tingkat kepuasan user, yang juga berpengaruh terhadap kerugian perusahaan IT itu sendiri. Dalam PT.Link Net, insiden yang terjadi biasanya berhubungan dengan permasalahan jaringan internet. Berdasarkan ITILv3, untuk menghadapi permasalahan seperti ini, diperlukan Incident Management. Berdasarkan analisis pengukuran Incident Management pada PT.Link Net yang telah dilakukan, perlu dilakukan implementasi sistem untuk meningkatkan kualitas Incident Management PT. Link Net. Hal-hal yang menjadi pertimbangan dalam pengukuran Incident Management PT. Link Net adalah rata-rata waktu penyelesaian Incident, jumlah incident yang bisa diselesaikan tanpa melakukan eskalasi, jumlah total incident yang dieskalasi, jumlah incident yang salah prosedur atau salah eskalasi, dan juga jumlah incident yang sesuai Service Level Agreement (SLA). Sistem pembenahan akan memiliki flow proses yang akan diikuti oleh Service Desk Agent yang bersangkutan sehingga prosedur Incident Management dapat berjalan dengan lebih optimal. Dengan menggunakan metrik tersebut untuk melakukan pengukuran setelah pembenahan Incident Management, hasil yang didapatkan menunjukan bahwa peningkatan belum signifikan pada periode pertama Phased Deployment. Dari kelima metrik yang digunakan, dapat terlihat peningkatan pada SLA sebesar 5,5% yang dipengaruhi juga oleh metrik lainnya.

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