ANALISIS MANAJEMEN LAYANAN IT MENGGUNAKAN FRAMEWORK ITIL V3 PADA DOMAIN SERVICE OPERATION (STUDI KASUS: PERUSAHAAN ASURANSI KYKY)

Pradesta, Giovanny Christianto (2024) ANALISIS MANAJEMEN LAYANAN IT MENGGUNAKAN FRAMEWORK ITIL V3 PADA DOMAIN SERVICE OPERATION (STUDI KASUS: PERUSAHAAN ASURANSI KYKY). S1 thesis, Universitas Mercu Buana Jakarta - Menteng.

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Abstract

Manajemen layanan IT telah menjadi bagian integral dari keberhasilan operasional perusahaan modern. Berdasarkan hasil wawancara dengan manajer perusahaan asuransi KYKY ditemukan beberapa masalah yang berkaitan dengan event management, incident management, problem management, request fulfillment, access management yang merupakan bagian dari Manajemen Layanan IT. Ditemukan juga beberapa tantangan terkait adaptasi kebutuhan bisnis spesifik dan keterbatasan sumber daya manusia yang memahami secara mendalam konsep dan prinsip-prinsip ITIL. Untuk itu diperlukan analisis implementasi manajemen layanan IT menggunakan Framework ITIL V3 domain Service Operation. Metode penelitian yang digunakan termasuk wawancara, observasi, kuesioner dan analisis dokumentasi internal. Dengan memanfaatkan pendekatan kualitatif & kuantitatif, penelitian ini mendokumentasikan proses implementasi, tantangan, dan manfaat dari penerapan Framework ITIL V3 domain Service Operation di lingkungan bisnis yang kompleks. Hasil menunjukkan bahwa penggunaan Framework ITIL V3 pada domain Service Operation di perusahaan KYKY mencapai tingkat kematangan pada level 5 yang mencerminkan bahwa proses-proses layanan IT telah direncanakan dengan matang, dilaksanakan secara rutin, dan memiliki standarisasi yang baik. IT service management has become an integral part of the operational success of modern companies. Based on the results of interviews with managers of KYKY insurance companies, several problems were found related to event management, incident management, problem management, request fulfillment, access management which are part of IT Service Management. Several challenges were also found related to the adaptation of specific business needs and limited human resources who deeply understand the concepts and principles of ITIL. For this reason, an analysis of the implementation of IT service management using the ITIL V3 Framework Service Operation domain is needed. The research methods used include interviews, observations, questionnaires and internal documentation analysis. By utilizing qualitative & quantitative approaches, this study documents the implementation process, challenges, and benefits of implementing the ITIL V3 Framework Service Operation domain in a complex business environment. The results show that the use of the ITIL V3 Framework in the Service Operation domain at KYKY company reaches a maturity level of level 5 which reflects that the IT service processes have been carefully planned, implemented routinely, and have good standardization.

Item Type:	Thesis (S1)
NIM/NIDN Creators:	41818120039
Uncontrolled Keywords:	Analisa, Manajemen Layanan IT, ITIL V3, Service Operation, Perusahaan Asuransi. Analysis, IT Service Management, ITIL V3, Service Operation, Insurance Company.
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
Divisions:	Fakultas Ilmu Komputer > Sistem Informasi
Depositing User:	Maulana Arif Hidayat
Date Deposited:	12 Sep 2025 06:54
Last Modified:	12 Sep 2025 06:54
URI:	http://repository.mercubuana.ac.id/id/eprint/97755

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