PENGUKURAN TINGKAT KAPABILITAS TATA KELOLA TEKNOLOGI INFORMASI PADA DEALER AKASTRA TOYOTA MENGGUNAKAN FRAMEWORK COBIT 5 DOMAIN DELIVER, SERVICE, AND SUPPORT (DSS)

PRASETYO, MIKO (2024) PENGUKURAN TINGKAT KAPABILITAS TATA KELOLA TEKNOLOGI INFORMASI PADA DEALER AKASTRA TOYOTA MENGGUNAKAN FRAMEWORK COBIT 5 DOMAIN DELIVER, SERVICE, AND SUPPORT (DSS). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Information technology has a very important role in supporting the operations of an organization and business. Currently, information technology has been applied in all fields, including in automotive businesses such as car dealers. Akastra Toyota is one of the authorized dealers that has implemented information technology to carry out operational business processes using the Dealer Management System. However, during its implementation problems were found such as not carrying out several system operational processes, duplication of manual and system work, as well as system support components which sometimes had problems, which had an impact on the effectiveness and efficiency of the system. To answer the problems found, it is necessary to evaluate the performance of information technology governance using the COBIT 5 framework. The evaluation is carried out using qualitative methods with data collection techniques in the form of observation, interviews, and questionnaires. The evaluation aims to measure the level of information technology governance capability based on the DSS01 (Manage Operations), DSS03 (Manage Problems), and DSS06 (Manage Business Process Controls) processes, as well as to provide recommendations for improvements in the implementation of ongoing information technology governance. The research results show that the DSS01 and DSS03 process capability levels are at level 2 (Managed Process) with the DSS01 capability value being 2.43 and the DSS03 capability value being 2.39. The DSS06 process is at level 3 (Established Process) with a capability value of 3.05. Meanwhile, the expected conditions are at level 4 (Predictable Process). Based on these results, 16 recommendations for improving DSS01, 15 recommendations for improving DSS03, and 10 recommendations for improving DSS06 were given so that the implementation of information technology governance becomes more effective and efficient so that it can help achieve company goals. Keywords: Akastra Toyota, information technology governance, COBIT 5, capability level, recommendations Teknologi informasi memliki peranan yang sangat penting untuk mendukung operasional sebuah organisasi dan bisnis. Saat ini, teknologi informasi telah diterapkan di segala bidang, termasuk dalam bisnis otomotif seperti dealer mobil. Akastra Toyota adalah salah satu dealer resmi yang telah mengimplementasikan teknologi informasi untuk melakukan operasional proses bisnisnya menggunakan Dealer Management System. Namun dalam implementasinya ditemukan permasalahan seperti tidak dijalankannya beberapa proses operasional sistem, adanya duplikasi pekerjaan secara manual dan sistem, serta komponen pendukung sistem yang terkadang bermasalah, sehingga berdampak pada efektivitas dan efisiensi sistem. Untuk menjawab permasalahan yang ditemukan, maka perlu dilakukan evaluasi kinerja tata kelola teknologi informasi menggunakan framework COBIT 5. Evaluasi dilakukan menggunakan metode kualitatif dengan teknik pengumpulan data berupa observasi, wawancara, dan kuesioner. Evaluasi tersebut bertujuan untuk mengukur tingkat kapabilitas tata kelola teknologi informasi berdasarkan proses DSS01 (Manage Operations), DSS03 (Manage Problems), dan DSS06 (Manage Business Process Controls), serta untuk memberikan rekomendasi perbaikan dalam penerapan tata kelola teknologi informasi yang berjalan. Hasil penelitian menunjukkan tingkat kapabilitas proses DSS01 dan DSS03 berada pada level 2 (Managed Process) dengan nilai kapabilitas DSS01 adalah 2,43 dan nilai kapabilitas DSS03 adalah 2,39. Untuk proses DSS06 berada pada level 3 (Established Process) dengan nilai kapabilitas 3,05. Sedangkan kondisi yang diharapkan berada pada level 4 (Predictable Process). Berdasarkan hasil tersebut, diberikan 16 rekomendasi perbaikan DSS01, 15 rekomendasi perbaikan DSS03, dan 10 rekomendasi perbaikan DSS06 agar penerapan tata kelola teknologi informasi menjadi lebih efektif dan efisien sehingga dapat membantu dalam mencapai tujuan perusahaan. Kata kunci: Akastra Toyota, tata kelola teknologi informasi, COBIT 5, tingkat kapabilitas, rekomendasi

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