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ANALISIS DAN PERANCANGAN SISTEM INFORMASI MANAJEMEN LAYANAN TEKNOLOGI INFORMASI PADA PDAM TIRTA MAYANG KOTA JAMBI
Oleh : Zulfikri Akbar, STIKOM Dinamika Bangsa Jambi
Dibuat : 2018-07-18, dengan 6 file
Keyword : SIM Layanan Pelanggan, ITSM, ITIL Versi 3, Service Operation.
Sumber pengambilan dokumen : CD
Kepuasan pelanggan terhadap pelayanan PDAM Tirta Mayang Kota Jambi berkaitan dengan tingkat kualitas pelayanan yang dapat diukur dengan melihat keluhan dan umpan balik dari masyarakat. 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 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.
Deskripsi Alternatif :Customer satisfaction towards PDAM Tirta Mayang Jambi services is associated with the level of service quality which can be measured by looking at the complaints and feedback from the community. 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 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.
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| Properti | Nilai Properti |
|---|---|
| ID Publisher | gdlhub |
| Organisasi | STIKOM Dinamika Bangsa Jambi |
| Nama Kontak | Herti Yani, S.Kom |
| Alamat | Jln. Jenderal Sudirman |
| Kota | Jambi |
| Daerah | Jambi |
| Negara | Indonesia |
| Telepon | 0741-35095 |
| Fax | 0741-35093 |
| E-mail Administrator | elibrarystikom@gmail.com |
| E-mail CKO | elibrarystikom@gmail.com |
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Kontributor...
- Dr. Ing. Kondar Siahaan dan Dr. Ir. Herry Mulyono, M.M, Editor: sukadi
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BAB I
File : BAB I.pdf
(60028 bytes)
BAB II
File : BAB II.pdf
(246471 bytes)
BAB III
File : BAB III.pdf
(67780 bytes)
BAB IV
File : BAB IV.pdf
(1707337 bytes)
BAB V
File : BAB V.pdf
(10517 bytes)
Daftar Pustaka
File : Daftar Pustaka.pdf
(16188 bytes)