November 23, 2017
Unknown
Abstract
Customer satisfaction towards PDAM Tirta Mayang Jambi services is associated with the level of service quality of service provided. The use of IT can help to improve the quality of services at PDAM Tirta Mayang Jambi and is viewed as a strategic asset that helps to determine business strategies of PDAM Tirta Mayang Jambi. This research was conducted with the aim to design information system of PDAM Tirta Mayang ITSM Jambi. Data collection method used is through interview, observation and documentation, as the data and information obtained were analyzed which resulted in an analysis of the condition of the running system. The system is designed in the form of protitipe which its design follows each stage of ITIL version 3 area service operation, namely: the process of event management, incident management (incident identification, incident logging, incident categorization, incident prioritization, initial diagnosis, incident escalation, investigation and diagnosis, resolution and recovery, incident closure), request fulfillment, problem management, and access management. The results of this study is in the form of an information system design ITSM on PDAM Tirta Mayang Jambi City designed based framework ITIL version 3 service operation area.
Keywords :
MIS customer service, ITSM, ITIL version 3, service operation.
Abstrak
Kepuasan pelanggan terhadap pelayanan PDAM Tirta Mayang Kota Jambi berkaitan dengan tingkat kualitas pelayanan yang diberikan. Penggunaan TI dapat membantu meningkatkan kualitas pelayanan di PDAM Tirta Mayang Kota Jambi dan dipandang sebagai aset strategis yang turut menentukan strategi bisnis PDAM Tirta Mayang Kota Jambi. Penelitian ini dilaksanakan dengan tujuan untuk merancang sistem informasi ITSM pada PDAM Tirta Mayang Kota Jambi. Metode pengumpulan data yang digunakan yaitu metode wawncara, observasi dan dokumentasi, selanjutnya data dan informasi yang diperoleh dianalisis yang menghasilkan sebuah analisa kondisi sistem yang sedang berjalan. Adapun sistem yang dirancang berupa protitipe yang rancangannya mengikuti setiap tahapan proses ITIL versi 3 area service operation, yaitu: proses event management, incident management (incident identification, incident logging, incident categorization, incident prioritization, initial diagnosis, incident escalation, investigation and diagnosis, resolution and recovery, incident closure), request fulfillment, problem management, dan access management. Hasil penelitian ini berupa sebuah rancangan sistem informasi ITSM pada PDAM Tirta Mayang Kota Jambi yang dirancang berdasarkan framework ITIL versi 3 area service operation.
Kata kunci : SIM layanan pelanggan, ITSM, ITIL versi 3, service operation.