DEVELOPMENT OF KNOWN ERROR DATABASE SYSTEM BASED

ON KNOWLEDGE MANAGEMENT CYCLE

1
Radityo Prasetianto W, 2Hanim Maria Astuti, 3Azza Amalia, 4Dian Kartika Sari, 5Prasasti Karunia F.A

1Mr, Institut Teknologi Sepuluh Nopember, Jl. Raya ITS, Keputih, Sukolilo, Kota Surabaya, Jawa Timur 60111 Indonesia
2Mrs, Institut Teknologi Sepuluh Nopember, Jl. Raya ITS, Keputih, Sukolilo, Kota Surabaya, Jawa Timur 60111 Indonesia
3
Ms, Institut Teknologi Sepuluh Nopember, Jl. Raya ITS, Keputih, Sukolilo, Kota Surabaya, Jawa Timur 60111 Indonesia
4Ms, Institut Teknologi Sepuluh Nopember, Jl. Raya ITS, Keputih, Sukolilo, Kota Surabaya, Jawa Timur 60111 Indonesia
5Ms, Institut Teknologi Sepuluh Nopember, Jl. Raya ITS, Keputih, Sukolilo, Kota Surabaya, Jawa Timur 60111 Indonesia

Email: 1radityo_pw@is.its.ac.id, 2hanim@is.its.ac.id, 3azza15@mhs.is.ac.id, 4dian.kartika15@mhs.is.its.ac.id,

5prasasti.karunia@gmail.com

Contact: 08563385014, 08113545700, 3085200497306, 4081259362874, 5082139402116

1 2

Abstract:. The Directorate of Technology and Information System Development (DPTSI) ITS in its business
processes has problems that causes repetition of incoming IT incident reports and documentation required to
handle IT problems from service desk when there are structural position changes. DPTSI wants to improve
service desk performance and to facilitate users in solving IT problems. This study uses the knowledge
management cycle method based on incident log processing service desk of DPTSI. This method has 6 stages
that is create, capture, refine, store, manage and disseminate knowledge. This study implementing the
knowledge management cycle is only at the stage of store knowledge which is the stage of making the system to
document knowledge. The output in this study is a known error database system that can be used to document
knowledge on IT incidents handling from service desk and IT service users.

Index terms: Knowledge, Knowledge Management, Known Error Database, Service Desk, Incident, Incident
Log

I. INTRODUCTION considered as something we already know but there is

Knowledge is a combination of experience,
values and information, views and basic intuition
used to solve a problem [1]. In today's modern era,
knowledge is considered as one of the important
things in a company and can be used as a tool to win
business competition [2]. Therefore, companies and
organizations today are competing to manage the
knowledge assets owned by these organizations by
using information technology as their support. The
concept of this organization is called the concept of
management knowledge.
Knowledge management is an effort to
improve organizational performance to manage
knowledge as an asset and subsequently the
distribution of knowledge to the right people in a fast
time to the organization so that knowledge can be
implemented in daily work [3]. According to [5]
knowledge management is a systematic process in
managing ideas, information, and knowledge residing
in employees in a company. It can be concluded that
knowledge management is a process that helps
organizations in terms of identifying, selecting,
managing and disseminating information and
expertise which is one part of the organization that
specifically becomes part of the organization in an
unstructured form. Knowledge is categorized into 2
parts, they are tacit and explicit. Tacit knowledge is
no documentation because it is often considered
difficult to explain [4]. Explicit knowledge is the
knowledge that has been documented on paper or in a
database [4]. To implement knowledge management
in an organization requires a knowledge management
cycle in the organization.
According to [5] the knowledge management
cycle consists of create knowledge, capture
knowledge, refine knowledge, store knowledge,
manage knowledge, disseminate knowledge. One
important step in knowledge management is store
knowledge because this stage requires the support of
information technology in its application. The place
or place for storing knowledge is called a knowledge
repository, which is very useful for managing
knowledge more effectively and efficiently [3]. In
ITIL database that contains knowledge handling an
incident called a known error database [6]. This
technology will later become a proposal for IS / IT
planning in our case study.
The service desk is a single point of contact
that is useful as a place to meet with users of
information technology services every day [7].
Institut Teknologi Sepuluh Nopember as one of the
State Universities in Indonesia is aware that
Information and Communication Technology is a tool
to improve services, so a special service unit was
formed to handle information technology issues

1
within the institute, under the name of the Directorate
of Information Technology and System Development
(DPTSI) ) which has the task to carry out, coordinate,
monitor and evaluate research and development
activities in technology and information systems [8].
In this case, the Sub Directorate of Information
Technology and Information Systems DPTSI ITS
plays an important role in the sustainability of
business processes, especially in the service desk in
managing incidents. An interruption will be referred
to as an incident if there is a service stop during
operational hours or the interruption is carried out
during peak season [9]. The classification or
categorization of incidents contained in IT services
must be done properly. In ITIL's best practice it is
written that the incident that is managed requires
recording activity or commonly referred to as
incident logging [7]. This recording aims to help the
service desk in analyzing IT incidents that occur in
the organization. Incidents can be reported to the
service desk through several sources and the service
desk of DPTSI receives complaints or incidents via
email, website service desk, telephone and visits
directly to the service desk office.
Based on the results of interviews and
observations from the DPTSI, we conclude there are
some problems and facts that occur including : 1.
Recorded incidents and service fulfillment, but there
is no knowledge management on incident logs. 2.
There is already a knowledge base website but it still
needs updating 3. There are incidents of recurring
user problems to the service desk. 4. Service desk
performance in knowledge management is still not
optimal.
Based on these problems, there is an indication
of the need to document incident handling which can
later be accessed by all users of information
technology services at ITS. Later this documentation
can be accessed by all IT service users to help solve
the problem of incidents that occur. Therefore, the
purpose of this research is to create a known error
database system to accommodate the documentation
that has been obtained. With the system known error
database, the performance of the service desk will be
more effective and efficient. Besides, users will more
easily solve IT service problems they face.
II. ANALYSIS OF EXISTING CONDITIONS
AND DATA COLLECTION
Based on the results of interviews with informants
obtained information about the existing conditions of
the implementation of the Service Desk DPTSI ITS
units. Every report submitted via the ticket reporting
system will be received by the person in charge of the
service desk. Incident tickets will be escalated to each
service's PIC. Then by offline, IT service users can
directly visit the PIC of each service to launch an
incident or request. However, when IT service users
2
report offline, there is no recording of incidents so the
person in charge of the service desk cannot monitor
the progress of the process. In the service desk unit
organizational structure, the service desk is under the
responsibility of the Head of the Service Sub
Directorate DPTSI ITS. In the implementation, the
person in charge of the service desk is responsible for
serving as a bridge between the users of the IT
services on the service PIC and also monitors the
progress of the work of the service incident. Based on
the excavation of the existing conditions, it was found
that the parties who played a role in the Service Desk
DPTSI ITS consisted of:
1. Service desk Manager
2. Service’s PIC (Service desk analyst)
The role of the service desk supervisor mentioned at
ITIL is not applied by the DPTSI ITS Service desk
unit. Based on interviews with the DPTSI ITS
Service Desk, IT services in the DPTSI are divided
into 8 service categories with each category having
several sub-services. The 8 categories include email
services, SSO, Forlap Dikti, SIM, License & Free
Software, Subdomains, domains & hosting, internet
networks and fingerprints. Each service category has
its service PIC. In an incident ticket and an IT service
request stores some data needed in the recording
process. The log data that was successfully obtained
by the author is the log from November 2017-May
2019. The following are detailed facts from the log
data obtained:
Table 1 Detailed facts from the log data
No Information Fact
1 Log Name Tickets
2 Number of tickets recorded 4.883 data
3 Times period November 2017
- May 2019
The service desk of DPTSI ITS uses a dashboard to
monitor incident handling by service PICs. The
dashboard used visualizes several ITI V3 Incident
Management and Request Fulfillment Requests. The
KPI that will be used to explore knowledge in this
research is the incident management KPI consisting
of:
1. Number of incidents recorded in detail each
progress of work (new, on progress, closed)
2. Number of incoming incidents recorded
3. Average time for resolving incidents
4. Size of backlog incidents for each IT service
III. RESULT OF KNOWLEDGE
MANAGEMENT
 After obtaining data and information related No Name of The events of each KPI
to the current conditions of the Service Desk of Incidents KPI 1 KPI KPI 3 KPI
DPTSI , the next step will be to manage knowledge. 2 4
Furthermore, the incident log data obtained will be and server On
analyzed and classified based on service assets, network Progress:
namely infrastructure and IT, Application and services 6
Information Networks. Table 2 is the result of the Closed:
classification of service incidents based on service 137
assets:
2 Incident New: 32 20 25
Table 2 Classification of service incidents based on of the 24 Hour
service assets fingerprint On
service Progress:
N Name of Categories of Service Asset
1
o Services
IT Applicati Informati Closed:
Infrastructu on on 7
re and The following is the result of extracting information
Network in the application based on the results of the KPI
1. ITS √
analysis:
Email
Service
Table 4 The result of extracting information on the
2 SSO √ application
Services
3 Subdomai √
No Name of The events of each KPI
n,
Subfolder Incidents KPI 1 KPI KPI KPI
and 2 3 4
Hosting 1 Subdomain, New: 335 3 0
Services Subfolder 0 Hour
4 License √ and On
& free Hosting
software Progress:
Services 1
services
5 Forlap √ Closed:
Dikti 334
Services
2 License & New: 264 2 13
6 Internet √
& Server
free 0 Hour
Network software On
Services services Progress:
7 SIM √ 13
Services
Closed:
8 Fingerpri √
251
nt
Services Following are the results of extracting information in
After service incidents are categorized, an incident the information based on the results of the KPI
service analysis will be performed based on the analysis.
Incident Management KPI. In extracting incident-
related information, a query is made directly on the Table 5 The result of extracting information on the
incident log database. The following table is the application
result of extracting information on the IT
infrastructure and network classification: No Name of The events of each KPI
Incidents KPI 1 KPI KPI 3 KPI
Table 3 The result of extracting information on the IT 1 4
infrastructure and network classification 1 ITS New: 1013 2 33
Email 13 Hour
No Name of The events of each KPI service On
Incidents KPI 1 KPI KPI 3 KPI
Progress:
2 4
20
1 Incidents New: 146 7 9
Closed:
of internet 3 Hour
980

3
No Name of The events of each KPI From the results above, the author will make
Incidents KPI 1 KPI KPI 3 KPI improvements to the parts that are still not understood
1 4 by IT service users. These sections cover how to
2 SSO New: 739 2 6 handle the service desk side and the initial actions
Services 5 Hour that must be taken by IT service users. The results of
fixing the explicit known error will later be entered
On
into the system known error database that has been
Progress:
made. The following is an example of visualizing the
1
results of explicit knowledge:
Closed:
733 Table 6 Result of explicit knowledge
3 Forlap New: 146 9,5 0
Dikti 0 Hour INCIDENT OF LISENSI & FREE SOFTWARE
Services SERVICES
On The first step that can be done by the user
Progress:
• IT service users attach identities such as
0
name and NRP.
Closed:
• Provide an explanation of the problem and
146
screenshots
4 SIM New: 58 1 13 Known Error 1: Full Storage
Services 2 Hour Incident Indications:
On • There is a try all warning pop up
Progress: • Sometimes applications can disappear on
11 their own.
Closed: How To Handle:
45
Determination of service error known incidents is • PIC services will direct IT service users to
done in each classification of incidents. Based on the open the activation guide that has been
results of discussions with the PIC the service is to provided on the download website
determine the known error of the incident that will be www.its.ac.id for lecturers and students.
explored, an analysis of the interests of the DPTSI Students can access to
ITS Service desk is needed. In the analysis of this integra.its.ac.id/app.php and access Ms
importance is emphasized on the incidents that often imagine.
occur and how to handle them that must be known by • If it still cannot, IT service users are directed
the PIC service. The total of known errors were 52 to meet the IT admin in each unit.
known errors. Of the 52 known errors, tacit • If it still can't, the IT admin will ask the PIC
knowledge was collected related to how to handle DPTSI service directly
known errors using the expert judgment method. The
results of tacit knowledge are then translated into
explicit known errors. IV. RESULT OF DEVELPMENT KNOWN
ERROR DATABASE SYSTEM
To test the feasibility of explicit content knowledge
and understanding of users of IT services, qualitative In developing a known error database system, the
and quantitative testing is carried out. Qualitative test author refers to the results of discussions with the
here is done by checking the content of knowledge Service Desk DPTSI ITS. Furthermore, to add value
how to handle each known error by the PIC of to the content obtained, the authors developed a
Service Desk of DPTSI ITS. In the qualitative test, website-based system to document the content. The
there were 20 revised knowledge contents related to system has several functions that can support the
word preparation by the Service Desk of DPTSI ITS. performance of the service desk in managing how to
The quantitative test is conducted to test the level of handle IT service incidents based on known errors
understanding of the Service Desk of DPTSI ITS and which identified. There are 3 main features in this
service users by giving an evaluation quiz about how system, namely the known error search feature, the
to handle known errors. From quantitative testing, it known error content search feature by category and
was found that the service desk had understood most type of incident, and the addition of known error
of the ways of handling the service incidents that content from the incident.
occurred in DPTSI as evidenced by the results
obtained > 75. Then quantitative testing on IT service Before doing system development, the authors make
users found that IT service users had sufficiently use case diagrams that aim to recognize the
understood knowledge content evidenced by the interaction between components in a system [24]. The
results obtained were 60. use case can describe the functionality of a system

4
that is represented by the interaction between actors use case diagram of the known error database system:
and systems [24]. The following is a display of the

Figure 1 Use case diagram of known error database system

In developing a known error database system, the
author uses a website template that has been provided
by the DPTSI ITS that is using a template from
WordPress. The known error database system
consists of a homepage, service incident
categorization page, known error page, and FAQ
page. The WordPress template has a wp-admin page
that is used to manage the system. Later wp-admin
will be managed by the Service Desk DPTSI ITS.
Every functional system and user experience known
error database system has been tested by system
testing by the Service Desk of DPTSI ITS. Inputs and
responses will be material for evaluation and
improvement of the system. The following are some
of the pages found in the DPTSI ITS known error
database system:

Figure 2 Known Error Database System

5
 Figure 3 Content of Known Error Database System

CONCLUSION [7] O. o. G. Commerce, ITIL Version 3 Service

Operation, Office of Government Commerce,
Based on the above problems it can be concluded that 2011.
the Service Desk DPTSI ITS requires a knowledge
documentation container for how to handle incidents. [8] M. Syahmi, Analisis Struktur Service desk Di
The DPTSI ITS IT service incident is classified into 3 Perguruan Tinggi (Studi Kasus: Institut Teknologi
service assets namely IT infrastructure & network, Sepuluh Nopember), Surabaya: ITS, 2016.
information, and applications. Tacit knowledge [9] A. S. Pradana, Perancangan Known error
obtained was subsequently translated into explicit Database Penanganan Insiden Layanan TI
knowledge and obtained 52 knowledge. Then the Berdasarkan Knowledge Management Cycle
collection of knowledge is documented on a known Dengan Melakukan Analisis Data Pada Log
error database system that has been developed.
Insiden (Studi Kasus : Unit Helpdesk PT Badak
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