ANALISIS KUALITAS KERJA SERVICE LEVEL AGREEMENT (SILA) PADA LAYANAN LEASED LINE PT XXX DI AREA PALEMBANG

SIMANJUTAK, LAKSANA FAJAR PARULIN (2020) ANALISIS KUALITAS KERJA SERVICE LEVEL AGREEMENT (SILA) PADA LAYANAN LEASED LINE PT XXX DI AREA PALEMBANG. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

Perkembangan teknologi informasi dan telekomunikasi semakin meningkat sejalan dengan kebutuhan masyarakat pada sarana/layanan komunikasi yang handal dan canggih saat ini hingga dimasa mendatang, untuk mempermudah pengiriman sinyal informasi pada sistem pertelekomunikasian diperlukan suatu perangkat yang kompleks agar sinyal informasi yang dikirimkan dapat sempurna hingga sampai di tempat tujuan. Oleh karenanya, diperlukan suatu jaringan selular dan penyedia layanan serta business solution sebagai penyedia layanan korporat bagi perusahaan- perusahaan.Berdasarkan pengamatan dan pengolahan data yang didapat bahwa performa layanan Leased Line pada keluhan klien belum dapat memenuhi SLA (Service Level Agreement) yang berlaku. Hal itu dapat dilihat melalui keluhan klien yang tidak terselesaikan tepat waktu dan melewati batas SLA (Service Level Agreement) yang diberlakukan. Dalam Mengantifikasi terjadinya penurunan SLA dengan adanya link backup dengan menggunakan jalur lain, dan dengan penanganan agar performa SLA dalam layanan Leased Line menjadi stabil, dengan dilakukan nya percepatan perbaikan untuk beberapa elemen yang mengakibatkan terjadinya penurunan SLA tersebut Kata Kunci – Service Level Agreement (SLA), Leased Line, Underpinning Contract (UC), Operation Level Agreement (OLA). The development of information and telecommunication technology is increasing in line with the public's need for reliable and sophisticated means / communication now and in the future, to facilitate the transmission of information signals in telecommunications systems, a complex device is needed so that the information signal sent reaches its destination. Therefore, what is needed is a cellular network and service services and business solutions as a corporate provider for companies. Based on observations and data processing, it is found that the performance of Leased Line services on client complaints has not been able to meet the appropriate SLA (Service Level Agreement). This can be seen through client complaints that were not resolved on time and passed the applicable SLA (Service Level Agreement) limit. In anticipating a decrease in SLA with a backup link using other lines, and with handling so that SLA performance in Leased Line services becomes stable, by accelerating improvements for some elements that result in a decrease in SLA Keyword – Service Level Agreement (SLA), Leased Line, Underpinning Contract (UC), Operation Level Agreement (OLA).

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