MUHARASY, SORAYA KHAIRUNNISA EL (2014) APLIKASI SERVICE DESK MANAGEMENT SYSTEM PADA KISEL BERDASARKAN KERANGKA KERJA IT SERVICE MANAGEMENT. S1 thesis, Universitas Mercu Buana.
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Abstract
KISEL (Koperasi Telekomunikasi Selular) is a provider General Services agency that provide services/personnel office support (outsourcing) to be placed in PT Telkomsel. In the course of their work, outsourcing employees are often find problems with software or hardware they use. The employees submit the problem to the service desk, and then service desk will send a technician to resolve that reported problems. If the handling problem have been completed, the technician will report back to the service desk to note that the complaint has been successfully resolved. But the handling problems by the technicians are still less than optimal without supported by the existence of an adequate tool that can be used in the process of service requests to the handling of reports of disruption management process. Information Technology Service Management (ITSM) as a management solution that is used as a guide based IT infrastructure management service begins from the service request management process to manage the process of handling problem reports (incident management). Therefore, the authors conducted an analysis, create design and build a service desk application is expected to be able to manage the process of incident management with case studies on the implementation of kisel. KISEL (Koperasi Telekomunikasi Selular) adalah lembaga penyedia jasa General Service (Layanan Umum) yang menyediakan jasa/tenaga penunjang office support (outsourcing) untuk ditempatkan di PT Telkomsel. Dalam kegiatan pekerjaannya, karyawan outsourcing tidak jarang menemukan masalah-masalah pada software maupun hardware yang digunakan. Karyawan menyampaikan masalah tersebut ke bagian service desk, kemudian bagian service desk yang menerima laporan tersebut langsung mengirimkan seorang teknisi untuk menyelesaikan masalah yang dilaporkan. Jika penanganan laporan gangguan telah selesai, maka teknisi akan melaporkan kembali ke bagian service desk untuk dicatat bahwa complain masalah tersebut telah berhasil diselesaikan. Namun penanganan masalah oleh teknisi service desk masih kurang optimal tanpa didukung oleh adanya suatu tools yang memadai yang dapat digunakan dalam proses permintaan layanan sampai dengan proses pengelolaan penanganan laporan gangguan. Information Technology Service Management (ITSM) sebagai suatu solusi manajemen yang digunakan sebagai panduan pengelolaan infrastruktur IT (Information Technology) berbasis servis dimulai dari proses pengelolaan permintaan layanan sampai dengan proses pengelolaan penanganan laporan gangguan (incident management). Oleh karena itu, penulis melakukan analisis, membuat perancangan dan membangun sebuah aplikasi service desk yang diharap mampu mengelola proses incident management dengan studi kasus implementasi pada Kisel.
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FIK/SI. 14 050 |
| NIM/NIDN Creators: | 41811120100 |
| Uncontrolled Keywords: | Information Technology Service Management (ITSM), Service Desk, Incident Management |
| Subjects: | 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000.01-000.09 Standard Subdivisions of Computer Science, Information and General Works/Subdivisi Standar Dari Ilmu Komputer, Informasi, dan Karya Umum |
| Divisions: | Fakultas Ilmu Komputer > Sistem Informasi |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 17 Feb 2014 14:49 |
| Last Modified: | 31 Aug 2026 03:51 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/11457 |
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