Model Analisis Incident Management pada Layanan Teknologi Informasi Berdasarkan Framework Information Technology Infrastructure Library V3

Authors

  • Yoppy Mirza Maulana Universitas Dinamika

DOI:

https://doi.org/10.33020/saintekom.v13i2.398

Keywords:

IT services, incident, incident management, incident management analysis

Abstract

Information Technology (IT) services are services developed by service provider organizations for customers. Service provider organizations in implementing IT services have a goal to ensure IT systems remain in good condition to avoid incidents. Incidents are unexpected interruptions and reductions in the quality of IT services. Therefore, when an incident occurs in IT services, it is necessary to recover as quickly as possible or it is called incident management. Incident management is very important for service provider organizations, because if incidents are not managed and analyzed carefully then these incidents will recur. On this basis, a study was conducted to develop an IT service incident management analysis model based on the Information Technology Infrastructure Library (ITIL) V3 which aims to serve as a guide in analyzing and making recommendations for incident management. This model uses case studies in the PPTI section at Dinamika University. This model produces three stages including the incident data collection stage which produces IT service incident data. The incident management analysis stage produces a gap analysis, while the recommendation stage produces recommendations for improvement.

Downloads

Download data is not yet available.

References

Ayuh, J. A., & Chernovita, H. P. (2021). Analisis Incident Management E-Court Pada Pengadilan Negeri Salatiga Menggunakan Framework ITIL V4. JATISI (Jurnal Teknik Informatika Dan Sistem Informasi), 8(2), 585–598. https://doi.org/10.35957/jatisi.v8i2.901

Azizah, N., Kusumawati, Y., & Sani, R. R. (2020). Perancangan Manajemen Insiden pada Layanan Teknologi Informasi Inventory Menggunakan Framework ITIL Versi3 (Studi Kasus?: PT. Genta Semar Mandiri Semarang). JOINS (Journal of Information System), 5(1), 136–146. https://doi.org/10.33633/joins.v5i1.3610

Handayani, R. D., & Aziz, R. A. (2020). Framework Information Technology Infrastructure Library (Itil V3)?: Audit Teknologi Informasi Sistem Informasi Akademik (Siakad) Perguruan Tinggi. Explore: Jurnal Sistem Informasi Dan Telematika, 11(1), 29. https://doi.org/10.36448/jsit.v11i1.1456

Haryanti, T., & Pribadi, A. (2019). E-commerce service design readiness using ITIL framework with IT balanced scorecard objective (Case Study: University e-Commerce). Procedia Computer Science, 161, 283–290. https://doi.org/10.1016/j.procs.2019.11.125

Hastini, S., & Cholil, W. (2021). Analisa Komponen ITSM Pada E-learning Perguruan Tinggi Di Kota Palembang Menggunakan ITIL V.3. Jurnal Tekno Kompak, 15(1), 79. https://doi.org/10.33365/jtk.v15i1.955

Ilyasa, M., System, R. B.-J. of E. I., & 2022, undefined. (2022). Analisis Manajemen Insiden dan Masalah Layanan IT pada Balitbang Jatim. Ejournal.Unesa.Ac.Id, 03(01), 2022. https://ejournal.unesa.ac.id/index.php/JEISBI/article/view/44376

Imron, A., Cholil, W., & Atika, L. (2020). Perancangan Helpdesk Sistem Model Berbasis Itil Versi 3 Domain Problem Management Dan Incident Management. Jurnal Ilmiah Informatika Global, 11(1), 1–8. https://doi.org/10.36982/jig.v11i1.1065

Lubis, M., Annisyah, R. C., & Lyvia Winiyanti, L. (2020). ITSM Analysis using ITIL V3 in Service Operation in PT.Inovasi Tjaraka Buana. IOP Conference Series: Materials Science and Engineering, 847(1). https://doi.org/10.1088/1757-899X/847/1/012077

Mardiana, D., & Cholil, W. (2020). Analisis Information Technology Service Management (ITSM) LPSE Kota Palembang Berdasarkan Framework ITIL V3. Jurnal Intelektualita: Keislaman, Sosial Dan Sains, 9(1), 1–8. https://doi.org/10.19109/intelektualita.v9i1.5029

Maulana YM. (2022). Model SOP IT Service Desk Berdasarkan Framework ITIL V3. Jurnal Teknologi Informasi Komunikasi, 5, 100–107. https://doi.org/10.38204/tematik.v9i2.1010

Mukaromah, N. H. A. F. N. S. S. (2020). Analisis Manajemen Layanan Teknologi Informasi Menggunakan Itil V3 Domain Service Operation Pada Hotel Xyz Sidoarjo. Jurnal Sistem Informasi Dan Bisnis Cerdas, 21(1), 34–41.

Prabowo, I. P. D. A. S., Rachmawati, I. N., & Rahmawati, Y. (2021). Penyusunan SOP Incident Management pada PT. RST dan PT. XYZ Berdasarkan ITIL 3 Versi 2011. Jurnal Eksplora Informatika, 10(2), 110–121. https://doi.org/10.30864/eksplora.v10i2.478

Pradana, M. F., Raharjanti, R., Murtini, S., & Ardiansah, M. N. (2022). Framework ITIL V3: Analisis Tingkat Kematangan Manajemen Insiden pada Perusahaan Ekspedisi. Jutisi?: Jurnal Ilmiah Teknik Informatika Dan Sistem Informasi, 11(2), 293. https://doi.org/10.35889/jutisi.v11i2.916

Rachmat, Asmoro, D. P. T., & Yasin, V. (2022). Assessment IT Service Management (ITSM) Cakupan Incident Management menggunakan OGC Self-Assessment Tools. Jurnal Sains Dan Teknologi Widyaloka, 1(1), 15–25. https://jurnal.amikwidyaloka.ac.id/index.php/jstekwid/article/view/43

Rachmawati, I. N., Natasia, S. R., & Prabowo, I. P. D. A. S. (2020). Perancangan Dokumen Standard Operating Procedure (SOP) Pada Proses Incident Management Di PT. XYZ. Junal Sistem Informasi Ilmu Komputer Prima, 4(1), 15–22.

Reimon Batmetan, J., Mamonto, J., Muyu, R., Poluakan, C., & Wauran, F. N. (2022). Evaluation of Incident Management in University Using IT Infrastructure Library Framework. International Journal of Information Technology and Education, 1(2), 103–108. https://www.neliti.com/publications/410927/

Riyadi, Y., Wahidin, M., & Elanda, A. (2022). Systematic Literature Review Implementasi Service Operation Dalam Kerangka Kerja Information Technology Infrastructure Library (ITIL) di Indonesia: Tren Penelitian, Manfaat dan Tantangan. Jurnal Interkom: Jurnal Publikasi Ilmiah Bidang Teknologi Informasi Dan Komunikasi, 17(2), 81–97. https://doi.org/10.35969/interkom.v17i2.232

Santoso, D. A., & Wijaya, A. (2020). Grapari Information Technology Service Analysis of Telkomsel Salatiga Using ITIL V3 Domain Service Operation. Journal of Information Technology Ampera, 1(3), 144–154. https://doi.org/10.51519/journalita.volume1.isssue3.year2020.page144-154

Sipayung, E. M., Fiarni, C., & Aditya, E. (2017). Perancangan Sistem Informasi Helpdesk Menggunakan Framework ITIL V3. Jurnal Nasional Teknik Elektro Dan Teknologi Informasi (JNTETI), 6(2). https://doi.org/10.22146/jnteti.v6i2.308

Sungkar, M. S., Akbar, I. M., & Harimadi, A. M. (2022). Penyusunan Sop Manajemen Insiden Kehilangan Atau Pencurian Data Pada Dsdabm Kota Bandung Menggunakan Framework Itil V3. Jurnal Power Elektronik, 11(2), 296–301.

Suprapto Yusi Tyroni; Anandityo, Athayya Salsabila, S. M. (2019). Evaluasi Incident Management Dan Problem Management Sistem Informasi Manajemen Rumah Sakit (Simrs) Pada Rumah Sakit Umum Daerah Kanjuruhan Kabupaten Malang Menggunakan Framework Itil V3. Jurnal Pengembangan Teknologi Informasi Dan Ilmu Komputer, 3(Vol 3 No 10 (2019)), 9950–9958. http://j-ptiik.ub.ac.id/index.php/j-ptiik/article/view/6557

Suprapto, A. A. S. (2021). Implementasi Manajemen Insiden Dan Manajemen Masalah Pada Operasional Sistem Informasi Manajemen Rumah Sakit Berdasarkan Kerangka Kerja Information Technology Infrastructure Library (ITIL). Prosiding Seminar Nasional Hasil Penelitian Dan Pengabdian Masyarakat, 333–340.

The Stationery Office, G. B. (2011). ITIL Service Operation. http://books.google.com/books?id=w382YAAACAAJ&pgis=1

Wijaya, A. F., Sitokdana, M. N. N., & Hapsari, P. (2019). Analysis of Information Technology Services Management using the ITIL V3 Domain Service Operation Framework on SIMDA (Case Study: Boyolali Regency Inspectorate). International Conference of Organizational Innovation, 100(41), 126–131. https://doi.org/10.2991/icoi-19.2019.23

Downloads

PlumX Metrics

Published

30-09-2023

How to Cite

Maulana, Yoppy Mirza. 2023. “Model Analisis Incident Management Pada Layanan Teknologi Informasi Berdasarkan Framework Information Technology Infrastructure Library V3”. Jurnal Saintekom : Sains, Teknologi, Komputer Dan Manajemen 13 (2):123-35. https://doi.org/10.33020/saintekom.v13i2.398.

Issue

Vol. 13 No. 2 (2023): September 2023

Section

Articles

License

Copyright (c) 2023 Yoppy Mirza Maulana

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Copyright :
By submitting manuscripts to Jurnal Saintekom : Sains, Teknologi, Komputer dan Manajemen, the author agrees with this policy. No specific document approval is required.

  1. The copyright in each article belongs to the author.
  2. Authors retain all their rights to the published work, not limited to the rights set forth in this page.
  3. Authors acknowledge that Saintekom Journal: Science, Technology, Computers and Management as the first to publish under the Creative Commons Attribution 4.0 International license (CC BY-SA).
  4. The author may submit the paper separately, arrange for non-exclusive distribution of the manuscript that has been published in this journal into other versions (e.g. sent to the author's institutional respository, publication into a book, etc.), by acknowledging that the manuscript has been first published Jurnal Saintekom : Sains, Teknologi, Komputer dan Manajemen;
  5. The author warrants that the article is original, written by the named author, has not been previously published, contains no unlawful statements, does not infringe the rights of others, is subject to copyright exclusively held by the author.
  6. If the article is jointly prepared by more than one author, each author submitting the manuscript warrants that he or she has been authorized by all co-authors to agree to copyright and license notices (agreements) on their behalf, and agrees to inform co-authors of the terms of this policy. Jurnal Saintekom : Sains, Teknologi, Komputer dan Manajemen will not be held liable for anything that may arise due to internal author disputes.

Lisensi :
Jurnal Saintekom : Sains, Teknologi, Komputer dan Manajemen  is published under the terms of the Creative Commons Attribution 4.0 International License (CC BY-SA). This license permits anyone to:.

  1. Share - copy and redistribute this material in any form or format;
  2. Adaptation - modify, alter, and create derivatives of this material for any purpose.
  3. Attribution - you must give appropriate credit, include a link to the license, and state that changes have been made. You may do this in any appropriate manner, but it does not imply that the licensor endorses you or your use.
  4. Similar Sharing - If you modify, alter, or create a derivative of this material, you must distribute your contribution under the same license as the original material.