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 Implementing IT Risk in ITSM Tools using Octave Allegro Method Based at ITSMProject

2020 ◽  
Vol 8 (6) ◽  
pp. 111-117
Keyword(s):  
Information System ◽  
Service Management ◽  
Service Level Agreement ◽  
Service Level ◽  
It Service Management ◽  
It Service ◽  
Service Information ◽  
Management Project ◽  
Low Performance ◽  
The Impact

The purpose of this research is to identify and conduct risk analysis a Analyze risk on IT Service Management Information System Tools vulnerabilities at IT Service Management project, To obtain the level of vulnerability or weakness of information and to produce a strategic recommendation to overcome the vulnerability of information in the Project, OCTAVE Allegro was used as the method. Awareness of the importance of information system security and its assets to an organization and the impact that may arise from the destruction of the information system and its assets does not seem to be getting attention for most organizations and resulting low performance on Service Management while the evaluation and analysis process is more focused on the management of critical assets owned by the Project. Conclusion of the risk assessment is recommendations on the steps to be taken protect and manage the IT Service information system critical assets at IT Service management Project and also for a better service and achieve Service Level Agreement.

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

ICT Helpdesk Improvement through Decentralized Strategy

2017 ◽  
Vol 4 (1) ◽  
pp. 41-45
Author(s):  
Benny Yunianto
Keyword(s):  
Information Technology ◽  
Service Management ◽  
Service Level Agreement ◽  
Service Level ◽  
It Service Management ◽  
It Service ◽  
Business Goals ◽  
Business Requirement ◽  
Future Condition

ICT Helpdesk is the part of IT Service Management (ITSM) framework which is also mentioned in COBIT 5 inDeliver, Support and Service processes. ICT Helpdesk becomes an important part that must be owned by thecompany who use the information technology to leverage the business goals. The use of IT peripheral in dailyoperations requires the excellent support. Companies do not want to lose the opportunity in business because of the IT system had a problem. ICT Helpdesk present for deliver support with Service Level Agreement (SLA) agreed which are needs more responsive to fulfill business requirement. This research is needed to find best strategy of ICT Helpdesk implementation. Assess the existing strategy and analyze the gap between current and future condition is required. Working area that must be covered in this service and amount of the technician are the keys for improvement. Option of centralized and decentralized strategy becomes research objective to be addressed in this case to find best ICT Helpdesk strategy.

Security Management Issues for Open Source ERP in the NGN Environment

2013 ◽  
pp. 789-804
Author(s):  
Mirjana D. Stojanović ◽  
Vladanka S. Acimovic-Raspopovic ◽  
Slavica Bostjancic Rakas
Keyword(s):  
Enterprise Resource Planning ◽  
Service Management ◽  
Critical Evaluation ◽  
Service Level Agreement ◽  
Security Management ◽  
Resource Planning ◽  
Service Level ◽  
Erp Systems ◽  
Security Issues ◽  
Starting Point

This chapter aims to provide a critical evaluation of security issues and potential solutions related to the use of free and open enterprise resource planning (FOS ERP) systems in highly dynamic and heterogeneous next generation networks (NGN). The authors first present a brief state of the art with respect to technologies, features and applicability of the existing security solutions for ERP systems. Second, they address security issues in FOS ERP systems. Further, they consider research directions concerning NGN infrastructure security, with a particular focus to the importance of building advanced security management systems. Properly defined service level agreement between the customer and the provider represents a starting point for provisioning of secure services with the required quality. The authors also propose policy-based security management architecture, in a wider context of quality of service management system.

Security Management Issues for Open Source ERP in the NGN Environment

2012 ◽  
pp. 165-181
Author(s):  
Mirjana D. Stojanovic ◽  
Vladanka S. Acimovic-Raspopovic ◽  
Slavica Bostjancic Rakas
Keyword(s):  
Enterprise Resource Planning ◽  
Service Management ◽  
Critical Evaluation ◽  
Service Level Agreement ◽  
Security Management ◽  
Resource Planning ◽  
Service Level ◽  
Erp Systems ◽  
Security Issues ◽  
Starting Point

This chapter aims to provide a critical evaluation of security issues and potential solutions related to the use of free and open enterprise resource planning (FOS ERP) systems in highly dynamic and heterogeneous next generation networks (NGN). The authors first present a brief state of the art with respect to technologies, features and applicability of the existing security solutions for ERP systems. Second, they address security issues in FOS ERP systems. Further, they consider research directions concerning NGN infrastructure security, with a particular focus to the importance of building advanced security management systems. Properly defined service level agreement between the customer and the provider represents a starting point for provisioning of secure services with the required quality. The authors also propose policy-based security management architecture, in a wider context of quality of service management system.

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.

scholarly journals Designing an Efficient Cloud Management Architecture for Sustainable Online Lifelong Education

2019 ◽  
Vol 11 (6) ◽  
pp. 1523 ◽  
Author(s):  
TaeYoung Kim ◽  
JongBeom Lim
Keyword(s):  
Information System ◽  
Service Level Agreement ◽  
Service Level ◽  
Lifelong Education ◽  
Text Learning ◽  
Demand Learning ◽  
Management Scheme ◽  
E Learning ◽  
Media Learning ◽  
Machine Allocation

As online learning and e-learning are prevalent and widely used in education, it is important to design an efficient and reliable information system for storing learning data and providing on-demand learning services. In this paper, we design a cloud-based information system architecture for online lifelong education. Since a cloud system is based on virtualization technology, we propose a virtual resource management scheme—virtual machine allocation and monitoring nodes assignment. With the proposed cloud-based architecture, we can build and operate an e-learning information system for online lifelong education, which requires efficiency, reliability, and persistence. The evaluation results show that our proposed method can deal with more tasks for e-learning (requests for learning management system (LMS) navigations, text learning contents, text and media learning contents, and video learning contents) while introducing 48× fewer service level agreement (SLA) violations than the existing method.

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 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

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