HAFIZ, MUHAMMAD REZA (2026) PROSES LAYANAN PEMBELAJARAN DIGITAL MENGGUNAKAN KERANGKA KERJA ITIL 4 UNTUK PENINGKATAN KUALITAS LAYANAN DI FLOWCAMP.ID. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The objective of this research is to redesign the information technology service management processes at the educational startup Flowcamp.id using the ITIL 4 framework, aiming to address operational inefficiencies caused by manual processes in registration and participant complaint handling. The research variables focus on Service Request Management, Incident Management, and Continual Improvement practices within the scope of the Service Value System (SVS). This study employs a qualitative method with a Business Process Management (BPM) approach. Data was collected using a purposive sampling technique involving operational managers and IT staff as key informants, along with direct observation of the current system workflow. The data analysis technique utilized Gap Analysis to compare current procedures (As-Is) with ITIL 4 best practices (To-Be). The results indicate significant gaps in response times and service documentation. As a solution, this research produces designed Standard Operating Procedures (SOP) and business process modeling that integrates automated payment verification and ticket-based incident escalation. In conclusion, the ITIL 4-based process design is theoretically proven to significantly reduce the Mean Time to Fulfill, ensure service quality consistency through procedural standardization, and enhance user satisfaction with digital learning services at Flowcamp.id. Keywords: ITIL 4, ITSM, SOP, Service Quality, Service Management System Penelitian ini bertujuan untuk merancang ulang proses manajemen layanan teknologi informasi pada startup pendidikan Flowcamp.id menggunakan kerangka kerja ITIL 4. Permasalahan utama dalam penelitian ini adalah tingginya waktu tunggu operasional (Lead Time) yang mencapai rata-rata 136,75 menit per transaksi, yang diakibatkan oleh proses verifikasi pembayaran (mutasi rekening), pendaftaran, dan penanganan keluhan peserta yang masih dieksekusi secara manual. Variabel penelitian difokuskan pada praktik Service Request Management, Incident Management, dan Continual Improvement dalam lingkup Service Value System (SVS). Penelitian ini menggunakan metode kualitatif dengan pendekatan Business Process Management (BPM). Data dikumpulkan melalui teknik purposive sampling yang melibatkan manajer operasional dan staf IT sebagai informan kunci, serta observasi langsung terhadap alur kerja sistem berjalan. Teknik analisis data menggunakan Gap Analysis untuk membandingkan prosedur saat ini (As-Is) dengan standar praktik terbaik ITIL 4 (To-Be). Hasil penelitian menunjukkan adanya kesenjangan signifikan pada waktu respons dan dokumentasi layanan. Sebagai solusi, penelitian ini menghasilkan rancangan Standard Operating Procedures (SOP) baru dan pemodelan proses bisnis yang mengintegrasikan otomatisasi verifikasi pembayaran serta eskalasi insiden berbasis tiket. Kesimpulannya, perancangan proses berbasis ITIL 4 ini terbukti dapat mereduksi durasi pemenuhan layanan (Mean Time to Fulfill) secara signifikan, menjamin konsistensi kualitas layanan melalui standarisasi prosedur, serta meningkatkan kepuasan pengguna layanan pembelajaran digital di Flowcamp.id. Kata Kunci: ITIL 4, ITSM, SOP, Service Quality, Service Management System
| Item Type: | Thesis (S1) |
|---|---|
| NIM/NIDN Creators: | 41822010063 |
| Uncontrolled Keywords: | ITIL 4, ITSM, SOP, Service Quality, Service Management System |
| Subjects: | 100 Philosophy and Psychology/Filsafat dan Psikologi > 150 Psychology/Psikologi > 153 Conscious Mental Process and Intelligence/Intelegensia, Kecerdasan Proses Intelektual dan Mental > 153.1 Memory and Learning/Memori dan Pembelajaran > 153.15 Learning/Pembelajaran 600 Technology/Teknologi > 600. Technology/Teknologi 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas |
| Divisions: | Fakultas Ilmu Komputer > Sistem Informasi |
| Depositing User: | khalimah |
| Date Deposited: | 11 Sep 2026 12:01 |
| Last Modified: | 11 Sep 2026 12:01 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/103802 |
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