PERANCANGAN STANDAR PROSES MANAJEMEN LAYANAN TEKNOLOGI INFORMASI BERBASIS ITIL V3 2011: STUDI KASUS GROUP OF RETAIL AND PUBLISING KOMPAS GRAMEDIA

PERANCANGAN STANDAR PROSES MANAJEMEN LAYANAN TEKNOLOGI INFORMASI BERBASIS ITIL V3 2011: STUDI KASUS GROUP OF RETAIL AND PUBLISING KOMPAS GRAMEDIA

• By Agus Yulianto;
• Jurnal Informatika
• 228
• 85-91

Increasing the role of IT as an enabler in the field of business is directly proportional to the increase in investment that accompanied the big increase in expenses. Indicators of success of IT service excellence that is available, reliable and accurate is expected to realize the company's objectives in providing services to the end user in accordance with the ITIL V3 framework. As a company oriented to the customer, the service's performance is affected by the IT processes that exist, This study aims to improve IT services in the Department of Technical Service and Helpdesk Support according to the CSI survey results that do not meet the company's target. To measure the maturity of the process of survey of IT processes and perform gap analysis using the fishbone diagram and map the processes using ITIL V3 framework. The results of this study of activity on IT services, service desk activities and KPI proposed for department Technical Service and Helpdesk Support. 

• Katakunci IT Services, CSI, ITIL V3 2011, KPI
• URL https://ejournal.bsi.ac.id/ejurnal/index.php/paradigma/article/view/1844
• Penerbit ,

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