KUSUMA, ALVIAN GUNTUR PERDANA (2017) PENINGKATAN KINERJA TI BERDASARKAN METODE DMAIC DENGAN PENDEKATAN FRAME WORK ITIL V.3. S2 thesis, Universitas Mercu Buana Jakarta.
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Abstract
In an effort to provide better IT service and quality in order to support the company's course of business processes, the possibility of achieving the goals of IT service delivery are good and quality can not be achieved. One indicator of the achievement of the IT services is to achieve maximum satisfaction index internal users to use the IT services. Poor achievement index of user satisfaction can be caused by many factors, one of which is the performance of the IT organization. This study was conducted to know the things that affect the poor achievement index of user satisfaction in IT services and how to obtain the proper improvement, in terms of the service operation in the IT organization Supernova Group. Conducted through focus group discussions with the management of the IT organization Supernova Group and the results obtained were analyzed with the DMAIC method by using a reference standard ITSM, ITIL v.3 frame work. The study concluded that poor achievement index of user satisfaction in IT services Supernova Group is caused by the absence in some instances, the lack of OLA and UC for all services, the absence of KEDB, no problem management, lack of configuration management, lack of incident information received through telephone, lack of training and no guidelines for prioritizing incidents. Keywords: User Experience, IT services, Factors Contributing to Poor User Experience, DMAIC, ITIL v.3 Dalam upaya untuk memberikan layanan TI yang baik dan berkualitas guna mendukung jalannya bisnis proses perusahaan, kemungkinan pencapaian tujuan pemberian layanan TI yang baik dan berkualitas dapat tidak tercapai. Salah satu indikator pencapaian layanan TI tersebut maksimal adalah tercapainya indeks kepuasan pengguna internal terhadap penggunaan layanan TI tersebut. Buruknya indeks pencapaian kepuasan pengguna tersebut dapat disebabkan oleh banyak faktor, salah satunya adalah kinerja organisasi TI. Penelitian ini dilakukan dengan tujuan untuk mengetahui hal-hal yang mempengaruhi buruknya indeks pencapaian kepuasan pengguna layanan TI dan bagaimana mendapatkan improvement yang tepat, ditinjau dari sisi service operation di organisasi TI Supernova Group. Dilakukan dengan melaksanakan focus group discussion dengan manajemen organisasi TI Supernova Group dan hasil yang diperoleh dianalisa dengan metode DMAIC dengan menggunakan acuan baku ITSM, frame work ITIL v.3. Penelitian ini menyimpulkan bahwa buruknya indeks pencapaian kepuasan pengguna layanan TI Supernova Group adalah disebabkan tidak adanya beberapa hal berikut, tidak adanya OLA & UC untuk semua layanan, tidak adanya KEDB, tidak adanya problem management, tidak adanya configuration management, kurangnya informasi insiden yang diterima melalui telepon, kurangnya pelatihan serta tidak adanya panduan untuk menentukan prioritas insiden. Kata Kunci: Kepuasan Pengguna, Layanan TI, Faktor-Faktor Penyebab Buruknya Kepuasan Pengguna, DMAIC, ITIL v.3
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