SISTEM INFORMASI HELPDESK MENGGUNAKAN FRAMEWORK ITIL V3 DOMAIN INCIDENT MANAGEMENT PADA PT. XYZ (Studi Kasus: PT. XYZ)

PUTRA, REFIAN ADITYA (2023) SISTEM INFORMASI HELPDESK MENGGUNAKAN FRAMEWORK ITIL V3 DOMAIN INCIDENT MANAGEMENT PADA PT. XYZ (Studi Kasus: PT. XYZ). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

In enhancing and ensuring the availability of quality information technology (IT) services, many organizations now have a help desk that serves as a focal point for problem solving and organization. From planning to implementing Information System Helpdesk services, a thorough analysis is required of the Information Technology Service Management (ITSM) framework according to the needs of the organization, which can also provide information management functions. This is because all types of organizations have different needs and standard operating procedures for provisioning and delivering IT services. The purpose of this thesis is to analyze the appropriate ITSM framework in the development of PT XYZ's Helpdesk information system. Support services offered include hardware, software, and network repair. Until now, the information about the problem and its handling is incomplete and the information storage is not structured. This makes monitoring and evaluation difficult for assistant system administrators and IT managers. Solutions for systems built using ITSM best practice standards from the Information Technology Infrastructure Library version 3 use the Incident Management domain, a subdomain of ITIL. Key words : ITIL, Helpdesk Ticketing Information System, incident managemen Dalam rangka meningkatkan dan menjamin ketersediaan layanan teknologi informasi (TI) yang berkualitas,kini banyak organisasi memiliki helpdesk yang bertindak sebagai center point dalam penyelesaian dan pengorganisasian masalah masalah yang terjadi. Dalam perencanaan sampai implementasi layanan Sistem Informasi Helpdesk perlu dilakukan analisis mendalam terhadap kerangka kerja Information Technology Service Management (ITSM) yang tepat dan sesuai dengan kebutuhan organisasi yang juga mampu menyediakan fungsi manajemen pengetahuan. Hal tersebut dikarenakan setiap jenis organisasi memiliki perbedaan kebutuhan dan Standard Operation Procedure dalam penyedian dan penjaminan layanan TI. Tujuan skripsi ini adalah menganalisis framework ITSM yang tepat dalam pengembangan Sistem Informasi Helpdesk pada PT XYZ. Layanan helpdesk yang diberikan meliputi perbaikan perangkat keras, perangkat lunak, dan jaringan. Selama ini, informasi seputar masalah dan penanganannya tidak lengkap dan penyimpanan informasi tidak terstruktur. Hal ini menyebabkan kegiatan monitoring dan evaluasi sulit dilakukan oleh admin helpdesk dan manajer bagian sistem informasi. Solusi untuk sistem yang dirancang menggunakan standar ITSM best practice dari Information Technology Infrastructure Library version 3 dengan menggunakan domain incident management yang merupakan sub domain dari ITIL. Kata kunci: ITIL , Sistem Informasi helpdesk Ticketing, incident management

Item Type: Thesis (S1)
Call Number CD: FIK/SI. 23 056
NIM/NIDN Creators: 41819010042
Uncontrolled Keywords: ITIL , Sistem Informasi helpdesk Ticketing, 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 > 003 Systems/Sistem-sistem
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 > 003 Systems/Sistem-sistem > 003.5 Computer Modeling and Simulation/Model dan Simulasi Komputer
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 > 004 Data Processing, Computer Science/Pemrosesan Data, Ilmu Komputer, Teknik Informatika
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 > 004 Data Processing, Computer Science/Pemrosesan Data, Ilmu Komputer, Teknik Informatika > 004.1 General Works on Specific Types of Computers/Karya Umum tentang Tipe-tipe Khusus Komputer
Divisions: Fakultas Ilmu Komputer > Sistem Informasi
Depositing User: CALVIN PRASETYO
Date Deposited: 04 Oct 2023 05:00
Last Modified: 04 Oct 2023 05:00
URI: http://repository.mercubuana.ac.id/id/eprint/81902

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