TA : Perancangan Prosedur Pengelolaan Masalah Layanan Sistem dan Teknologi Informasi di Laboratorium Komputer STMIK Stikom Surabaya
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Institusion
Universitas Dinamika
Author
Niovitta, Yoe One Ariestya
Pantjawati Sudarmaningtyas (LECTURER ID : .)
Erwin Sutomo (LECTURER ID : .)
Pantjawati Sudarmaningtyas (LECTURER ID : .)
Erwin Sutomo (LECTURER ID : .)
Subject
650 Management & auxiliary services
Datestamp
2015-10-03 00:31:53
Abstract :
In Private Higher Education (PTS) STMIK STIKOM Surabaya Computer Laboratory (Labkom) is one of the most important part to ensure the process for student practicum. Labkom in STMIK STIKOM Surabaya use Information Systems and Technology (STI) to facilitate business processes in providing services to students, faculty, and staff. But in the application of STI services is very possible for problems to occur. The problems was never recorded, so it makes if the problems recur again, it will affect the completion time of handling, the frequency of the similar problems to handling, and cost. It decreases the level of user satisfaction, convenience level of service, and availability of STI service itself. Therefore, the problems of STI services should be managed. Labkom already has policy that manage that problem, but this policy does not have a procedure that contains a step of operational how to manage the the problems. So this research was conducted to produce the procedures that refers to the Labkom policy and use ITIL V3 Problem Management as a guide. The result of this research produces five Standard Operating Procedures (SOPs), six work instructions, and 18 work records to manage the problems of STI services.
In Private Higher Education (PTS) STMIK STIKOM Surabaya Computer Laboratory (Labkom) is one of the most important part to ensure the process for student practicum. Labkom in STMIK STIKOM Surabaya use Information Systems and Technology (STI) to facilitate business processes in providing services to students, faculty, and staff. But in the application of STI services is very possible for problems to occur. The problems was never recorded, so it makes if the problems recur again, it will affect the completion time of handling, the frequency of the similar problems to handling, and cost. It decreases the level of user satisfaction, convenience level of service, and availability of STI service itself. Therefore, the problems of STI services should be managed. Labkom already has policy that manage that problem, but this policy does not have a procedure that contains a step of operational how to manage the the problems. So this research was conducted to produce the procedures that refers to the Labkom policy and use ITIL V3 Problem Management as a guide. The result of this research produces five Standard Operating Procedures (SOPs), six work instructions, and 18 work records to manage the problems of STI services.
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