EVALUASI TINGKAT KEMATANGAN MANAJEMEN MASALAH TERHADAP SERVICE LEVEL AGREEMENT DIVISI IT OPERATION & SERVICE PT AIA FINANCIAL

WIJAYA, YOAS BAGUS (2017) EVALUASI TINGKAT KEMATANGAN MANAJEMEN MASALAH TERHADAP SERVICE LEVEL AGREEMENT DIVISI IT OPERATION & SERVICE PT AIA FINANCIAL. S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Information technology is very important in providing operational support for companies, information technology has become the backbone in the face of competition in the business world. For maximum achievement of IT services requires a planning, implementation, monitoring, supported by evaluation of the maximum. So that problems occur can be addressed quickly. The reliability of the company in the management of information technology affects the quality of IT services in the enterprise, one of which can be measured using a Service Level Agreement. The measurement results that have been done with the frame work Information Technology Infrastructure Library which is of ITSM best practices will be used as a planning strategy of operational activities ahead of its information technology division to achieve its Service Level Agreement. In this research is to see how far the management maturity level measurement PT AIA Financial problems make it look ongoing IT management with the conditions that will come to know whether there is a gap of Service Level Agreement in the IT division Operation and Service. The research data is the data report of the company in January - March 2016. The analytical methods used are quantitative methods. The results of the research show that with the improvement of the management problems then help the company achieve SLA originally from level 2 to level 3 so that the quality of IT service companies increased. Keywords: Service Level Agreement, the Information Technology Infrastructure Library Problem Management, IT Service Management Teknologi informasi merupakan hal yang sangat penting dalam memberikan dukungan operasional bagi perusahaan, teknologi informasi telah menjadi tulang punggung dalam menghadapi persaingan di dunia bisnis. Untuk pencapaian pelayanan IT yang maksimal dibutuhkan suatu perencanan, implementasi, pengawasan dengan didukung dengan evaluasi yang maksimal. Sehingga masalah terjadi dapat ditanggulangi dengan cepat. Kehandalan perusahaan dalam pengelolaan Teknologi informasi berpengaruh terhadap kualitas layanan TI dalam perusahaan yang salah satunya dapat diukur dengan menggunakan Service Level Agreement. Hasil pengukuran yang telah dilakukan dengan frame work Information Technology Infrastructure Library yang mana merupakan praktik terbaik dari ITSM akan dijadikan sebagai bahan strategi perencanaan aktifitas operasional divisi teknologi informasi kedepan nya agar tercapai nya Service Level Agreement. Pada Penelitian ini bertujuan untuk melihat sejauhmana pengukuran tingkat kematangan manajemen masalah PT AIA Financial agar terlihat pengelolaan IT yang sedang berjalan dengan kondisi yang akan datang untuk mengetahui apakah terjadi gap Service Level Agreement di divisi IT Operation & Service. Data penelitian merupakan data laporan dari perusahaan pada Januari – Maret 2016. Metode analisa yang digunakan yaitu metode kuantitatif. hasil dari penelitian menunjukan bahwa dengan adanya perbaikan terhadap management masalah maka membantu perusahaan dalam mencapai SLA yang semula dari level 2 ke level 3 sehingga kualitas layanan IT perusahaan meningkat. Kata Kunci : Service Level Agreement, Information Technology Infrastructure Library Management Masalah, IT Service Management

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