scholarly journals Analisa Aplikasi Klinikmedika Berbasis Risiko Dengan Itil Pada Domain Service Design

2020 ◽  
Vol 3 (2) ◽  
Author(s):  
Francka Sakti Lee ◽  
Delly Vera ◽  
Michael Pranata ◽  
Stevanus Stevanus ◽  
Nadia Karepowan
Keyword(s):  
Service Design ◽  
Service Level ◽  
Supplier Management ◽  
Capacity Management ◽  
Management Service ◽  
Maturity Level ◽  
It Service ◽  
Service Continuity ◽  
Software House

Klinikedika adalah sebuah aplikasi klinik yang dibuat sendiri oleh Perusahaan <em>Software House</em> guna memberikan kemudahan bagi pihak klinik maupun rumah sakit dalam memberikan layanan kepada para pasien yang datang untuk berobat, layanan yang diberikan dalam aplikasi ini berupa registrasi pasien, pemilihan dokter, melakukan <em>medical check-up</em>, pencatatan <em>track pasien</em>, pembayaran dan juga mencetak lembar dokumen data pasien. Namun aplikasi Klinikedika belum pernah melakukan evaluasi terkait penggunaan aplikasi tersebut, sebagai penyedia layanan aplikasi Klinikedika, penting bagi <em>Software House</em> untuk melakukan pemantauan dan evaluasi terhadap aplikasi mereka agar dapat beroperasi dengan sebagaimana mestinya dan membantu kegiatan operasional di klinik dan rumah sakit. Oleh sebab itu, dilakukanlah pengukuran tingkat kematangan pada aplikasi Klinikedika yang berfokus pada seluruh domain di <em>Service Design</em> (<em>Service Catalogue Management; Service  Level; Capacity Management; Availability; IT Service Continuity; Supplier Management</em>) pada kerangka kerja ITIL Versi 3. Pengumpulan data pada penelitian ini dilakukan dengan metode observasi dan wawancara, yang kemudian datanya akan dianalisis menggunakan analisis berbasis risiko, sehingga hasil yang akan didapatkan nantinya berupa proses bisnis di dalam aplikasi, maturity level pada setiap domain yang ada di <em>Service Design</em> dan temuan hasil berbasis risiko pada aplikasi Klinikedika tersebut

scholarly journals Analisa Tingkat Pelayanan IT Service Management pada Penerapan Sistem Ujian Nasional berbasis Komputer dengan menggunakan Kerangka Kerja ITIL v3

2020 ◽  
Vol 2 (1) ◽  
pp. 24
Author(s):  
Evi Novilia ◽  
Widya Cholil ◽  
Tri Basuki Kurniawan
Keyword(s):  
Design Process ◽  
Service Management ◽  
Service Design ◽  
Service Level ◽  
Management Service ◽  
It Service Management ◽  
Design Technology ◽  
It Service ◽  
Process Implementation ◽  
Catalog Management

Ujian Nasional berbasis Komputer (UNBK) sudah menjadi bagian dari evaluasi pendidikan yang bertujuan untuk memetakan bagaimana kondisi pendidikan di Indonesia. UNBK pertama kali dilaksanakan pada tahun 2014 secara dari dan dilakukan secara terbatas. Namun sejak tahun 2017 proses evaluasi berbasis komputer sudah diwajibkan di seluruh sekolah atas, termasuk MAN 1 Palembang, MAN 2 Palembang dan MAN Musi Rawas. Dalam mendukung proses evaluasi berbasis komputer diperlukan sistem Ujian Nasional yang terintegrasi. Kendala yang terjadi adalah hanya beberapa sekolah atas yang lolos uji verifikasi, umumnya disebabkan oleh jaringan, proses data, proses sistem yang berjalan dan layanan dari segi TI. Penelitian dilakukan dengan meninjau bagaimana kualitas, kontinuitas dan kinerja layanan TI dalam sistem dengan pendekatan service design Framework ITIL v3, dengan menggunakan 7 parameter utama yakni Service Catalog Management, Service Level Management, Service Design Process, Service Design Technology Related Activities, Organizing for Service Design, Service Design Technology Consideration, Service Design Process Implementation Consideration. Dari hasil asesmen, dihasilkan nilai asesmen tertinggi untuk Service Catalog Management dan nilai asesmen terendah Service Design Technology Related Activities

scholarly journals ANALISA MATURITY LEVEL PENCAPAIAN OPTIMASI LAYANAN TI PERGURUAN TINGGI

CCIT Journal ◽  
2019 ◽  
Vol 12 (1) ◽  
pp. 53-60
Author(s):  
Friden Elefri Neno ◽  
Kusrini Kusrini ◽  
Henderi Henderi
Keyword(s):  
Information Technology ◽  
Information System ◽  
Business Performance ◽  
Business Processes ◽  
Service Level ◽  
Maturity Level ◽  
Work Process ◽  
It Service ◽  
Effectiveness And Efficiency ◽  
Academic Information

Information technology (IT) is a very important requirement for all activity activities because it is believed to increase the effectiveness and efficiency of the work process. To achieve this, it is necessary to optimize the IT servants' good and correct so that the existence of IT can support the success of work in private agencies. government and education in achieving its goals. Therefore Stella Maris SimStimikom wants to know the success of the existence of information technology that supports the process of optimization of service to all academics in a university which is an unavoidable demand, the existence of a college academic information system that serves to serve the academic process of students and lecturers is a must. Measurements of the purpose of information systems is to contribute to information technology on business performance at Stella Maris Sumba Stimicom College to measure the extent of alignment between business processes, it is necessary to need an information system audit that requires a standard, then the standard used is COBIT 4.1 with the final result obtained at the maturity level value of the IT service level is at 2.51 with the description Repeatable but intuitive

scholarly journals Audit Operasional Pelayanan Pada PT. XYZ Dengan Menggunakan Kerangka Kerja ITIL Service Operation

2020 ◽  
Vol 6 (1) ◽  
pp. 51
Author(s):  
Julia Loisa ◽  
Kevin Christianto ◽  
Johanes F. Andry
Keyword(s):  
Information System ◽  
Service Management ◽  
Service Level Agreement ◽  
Service Level ◽  
Management Service ◽  
Literature Study ◽  
It Service ◽  
System Service ◽  
Service Operation ◽  
Operational Processes

This research was investigated to conduct an audit operational IT service management. Service has become a special key in forming a good organizational environment, there have been many studies that prove that a good level of service is directly proportional to loyalty, productivity, etc. from end users. In this study focused on the operational processes of the information system services provided by the company to all stakeholders of the information system users, because the operational side is the spearhead of the service process that is reached by stakeholders. The researcher conducted a literature study, interviews, observations, questionnaires, examined documents and analyzed the results of questionnaires and document checks to obtain factual data from the field which would later be used as risk analysis and recommendations for solutions to be provided by researchers. The researcher himself uses the ITIL v3 framework which focuses on the Service Operation which will be matched with the information system service commitments contained in the Service Level Agreement.

scholarly journals Fuzzy Multi-Criteria Decision-Making Approach for Online Food Delivery (OFD) Companies Evaluation and Selection: A Case Study in Vietnam

Processes ◽  
2021 ◽  
Vol 9 (8) ◽  
pp. 1274
Author(s):  
Ngoc Bao Tu Nguyen ◽  
Gu-Hong Lin ◽  
Thanh-Tuan Dang
Keyword(s):  
Decision Making ◽  
Sustainable Development ◽  
Safety Information ◽  
Web Design ◽  
Service Level ◽  
Food Delivery ◽  
Multi Criteria Decision Making ◽  
Management Service ◽  
Order Fulfillment ◽  
Delivery Cost

The COVID-19 pandemic has boosted the growth of the online food delivery (OFD) market in every corner of the world. In Vietnam, the food delivery service is rising rapidly and opening a large gateway of opportunities for numerous OFD platforms, also making it a competing business market in this country. Thus, to keep up with the ever-changing market dynamics, there are numerous measures and dimensions for the OFD entrepreneurs to take into consideration towards sustainable development. This paper’s objective is to evaluate major OFD companies in Vietnam based on a comprehensive set of criteria, which are social and environmental criteria (healthy and safety, information security, and environmental impact), economic criteria (delivery cost, operational capability, and risk management), service quality (order fulfillment, delivery speed, convenience of payment, online/offline service level, and customer feedback), and technology (web design, real-time tracking systems, and marketing techniques). To achieve this objective, this work proposes a multi-criteria decision-making (MCDM)-based framework combining the fuzzy analytic hierarchy process (FAHP) and the weighted aggregated sum product assessment (WASPAS). The FAHP is used to generate criteria weights in which fuzzy set theory is applied to translate the linguistic evaluation statements of experts. Then, WASPAS is used to rank the OFD companies against the selected criteria. The evaluation criteria that have obtained maximum weight priority in the FAHP analysis are “convenience of payment”, “delivery speed”, “online service level”, “order fulfillment”, and “delivery cost”. From the final ranking of WASPAS, Foody is today the best performing OFD player in Vietnam regarding the selected criteria, followed by GrabFood and Now. The proposed methodology can be an accurate and robust evaluation model for the industry, while the managerial implications of this study provide significant materials for decision-makers in the OFD market in improving their businesses towards sustainable development.

The Effect of Sound Relationships on SLA's

2011 ◽  
pp. 1255-1259
Author(s):  
A.C. Leonard
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
User Satisfaction ◽  
Service Level Agreement ◽  
Service Level ◽  
End Users ◽  
End User ◽  
It Service ◽  
Common Understanding ◽  
Required Quality

End users have expectations regarding services and support, and the quality thereof, provided by the supplier. They compare their expectations to the received service to assess the service quality (Coye, 2004). In order to ensure that the service supplied by the service provider meets the expectations of end users, a successful service level agreement (SLA) is required. Quality SLA’s clearly define, amongst many other elements, the commitments and responsibilities of the IT service provider and end users within the service delivery processes (Larson, 1998). One method of measuring the success of SLA’s is by using service metrics with regard to the availability, reliability, serviceability, response, and user satisfaction of the SLA (Larson, 1998). Therefore, the success of the SLA depends on a clear, common understanding of the services and service quality between the service provider and end users. Furthermore commitment, trust, and cooperation between all parties is necessary to achieve success with SLA’s (Hiles, 1994). However, in this paper it is argued that all these soft issues can only form a basis when sound relationships are established and maintained between the IT service provider and end users (Leonard, 2002). This paper aims to determine how the establishment of a sound IT-end user relationship can add value to the SLA for both the IT service provider and the end users, and increase the success of SLA’s.

An Extensive Review of IT Service Design in Seven International ITSM Processes Frameworks

2015 ◽  
Vol 8 (1) ◽  
pp. 69-90 ◽  
Author(s):  
Manuel Mora ◽  
Jorge Marx Gomez ◽  
Rory V. O'Connor ◽  
Mahesh Raisinghani ◽  
Ovsei Gelman
Keyword(s):  
Systems Engineering ◽  
Service Management ◽  
Service Design ◽  
It Services ◽  
Service Architecture ◽  
It Service ◽  
Systemic Analysis ◽  
Management Processes ◽  
Academic Researchers ◽  
Common Purpose

The main international IT Service Management processes frameworks (ITIL v2, ISO/IEC 20000, COBIT 4.0, CMMI-SVC, MOF 4.0, and ITUP) include the design of IT services as part of their main best practices. However, despite having a common purpose and conceptual structure, they are organized differently. Hence, ITSM academic researchers and practitioners need to integrate a broad and diverse literature in relation to these frameworks. In Part I of this research, the authors pursued the goal of a descriptive-comparative analysis of fundamental concepts and IT service architecture design models used in the seven ITSM frameworks. In this paper (Part II) we complete this systemic analysis by using the ISO/IEC 15288 systems engineering standard and focusing on the IT design processes and practices reported in the aforementioned ITSM frameworks. Specifically, CMMI-SVC and ITUP are assessed in overall as the strongest frameworks from an engineering view, MOF 4.0 and ITIL v3 as moderate, and ISO/IEC 20000, ITIL v2 and COBIT as the weakest. ITSM academicians and in particular practitioners thus will need to distinguish their utilization according to the level of required detail of the IT service design process. This paper aims to advance our comprehension and understanding on the state of the art regarding what are IT services and how they can be designed. Thus it is of broad significance to ITSM researchers and practitioners.

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