AUDIT INFORMATION SYSTEMS CORE BANKING SYSTEM USING ITIL V.3 CASE STUDY ON BTPN SHARIA BANK

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  • 10 May
  • 2016

AUDIT INFORMATION SYSTEMS CORE BANKING SYSTEM USING ITIL V.3 CASE STUDY ON BTPN SHARIA BANK

This research on the application of information systems audit, namely Corebanking System, is to measure how to handle problems that occur and how long the problems that can be solved in accordance with the ITIL V3 framework at the sub-domain of Service Desk, Incident Management and Problem Management included in the domain of Service Operation. The role of Information Technology Service Management (ITSM) in improving a company's, in this case is BanK BTPN Syaria’s, ability to provide the best services that suit the needs of the customer (customer satisfaction) and in line with the interests of the company is becoming increasingly important. IT Infrastructure Library (ITIL) provides an integrated device of best practices to serve the management of Information Technology. ITIL is a set of concepts and techniques for managing the infrastructure, development, and operation of information technology (IT). ITIL V3 using IT approach "Service Life Cycle" is how to improve what they have to ensure adjustment to the new standards that provide adjustments to the process of upgrading hardware and software. The results of the audit assessment (self-assessment) contained the findings for each sub domain procedures are still not in accordance with the standards of best practice ITIL V.3. From the sub domain of Management Service Desk, the level of Intent, Process Capability and Customer Interface need some upgrading/improvement. In the Problem Management sub domain, the level needs to have upgrading/improvement are the External Integration and Customer Interface level. While the upgrading/improvement at the Incident Management sub domain is at the level of External Integration and Customer Interface. For the reason, the company must fix the process steps whing are still failing, especially those oriented towards customers. 

Unduhan

 

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