TUGAS BESAR

MATA KULIAH MANAJEMEN LAYANAN TEKNOLOGI INFORMASI

Disusun oleh:

Kelompok 3 - SI4309

Hadi Noerddien Jayanto 1202190158

Ryandi Yorsinda Anggoro 1202194360

Hasrinaldi Hasniman Harun 1202190320

Mubeth Praditya 1202190125

Luh Putu Kartika Yasa P 1202194279`

Program Studi Sistem Informasi

Fakultas Rekayasa Industri
Universitas Telkom
2022
Part 1&2 - Assessment Assignment & Identify Non-Conformance and
Recommendation Assignment
Akses Link Google Sheet:

Part 1 & 2:
https://docs.google.com/spreadsheets/d/18kYHxqYxaAZ2jRkHOASrvpZHlueCPy5f/edit?usp=sharing&ouid=105206
522645604693151&rtpof=true&sd=true

Part 3 - Designing the Solution (People Aspect) Assignment

Kelompok 03 - SI4309 - Group 2

Rekomendasi aspek people:

1. Struktur organisasi (baru)

a. Menambahkan roles terkait pengelolaan insiden, yakni di posisi Helpdesk.
b. Menambahkan roles terkait pengelolaan problem, yaitu helpdesk dan problem manager. Agar setiap problem
memiliki problem owner yang dapat menangani problem yang terjadi.
c. Membuat sistem informasi update realtime dan terintegrasi dengan ITSM lainnya pada perusahaan..

2. Job descriptions

No /Practice Role Skill Level Descriptions

1 Service Conf. Configuration Configuration 4

Management Manager Management
(CFMG)
2 Incident Helpdesk Incident 1 Following agreed procedures,
Management Administrato Management (USUP) identifies, registers and categorizes
r incidents. Gathers information to
enable incident resolution and
promptly allocates incidents as
appropriate. Maintains records and
advises relevant persons of actions
taken.
3 Problem Helpdesk Customer Service 4 Responsibles for day-to-day problem
Management Manager Support request, Ensures monitoring of
performances services deliver
(CSMG)
through all level are analysed and
make sure issues are resolved.

Problem Problem 4 Ensures that appropriate action is

Manager taken to investigate, anticipate, and
management
resolve all problems in the system
(PBMG) and services. Make sure that all
problems are fully recorded in the
reporting system. Prevent the
problems from happening again in
the future.

4 Availability Project Availability 5 Provides advice, assistance and

Management leadership associated with the
Manager management
planning, design and improvement of
(AVMT) service and component availability,
including the investigation of all
breaches of availability targets and
service non-availability, with the
instigation of remedial activities.
 Plans arrangements for disaster
recovery together with supporting
processes and manages the testing
of such plans.

3. Rencana pelatihan

No Judul Pelatihan Deskripsi

1 Penerapan laporan kinerja dan Melatih karyawan tertentu untuk dapat membuat
ketersediaan ad hoc dengan kinerja laporan kinerja
maksimal sesuai kebutuhan

2 Pelatihan pengujian ketersediaan Melatih karyawan untuk melakukan pengujian

3. Pelatihan Problem Knowledge Melatih karyawan agar memahami pengetahuan

berdasarkan Known Error Database dalam penanganan problem berdasarkan KEDB.
(KEDB)

Part 4 - Designing the Solution (Process Aspect) Assignment

Rekomendasi aspek process:

1. Service Level management

2. Incident Management

3. Availability Management
4. Problem Management
Part 5 - Designing the Solution (Technology Aspect) Assignment
Rekomendasi aspek technology:

1. Komparasi tools

Software Platform
No Process Options Features Selected Tools (+ Reason)
License Support
1 Incident ManageE 1. Merencanakan, Paid Windows ManageEngine Service Desk.
Management ngine mengatur, mencatat Education Karena menurut kelompok
, Request Service semua incident yang kami UI/UX dari aplikasi ini
Fulfillment Desk ada secara real time gampang dimengerti dan
Problem dan up to date bagaimana cara berinteraksi
Management 2. dapat dengan fiturnya mudah
mengkategorikan serta memiliki fitur-fitur
incident ke berbagai yang lengkap dan
kategori sehingga mencangkup scope problem
bisa study case kita
memprioritaskan
incident
2. Availability Oracle 1. Merencanakan, Free License ● Windows Oracle Primavera
Management Primavera menjadwalkan, dan (Trial Version ● MAC Tools ini berbasis database
mengontrol program skala with some ● LINUX project management
besar dan proyek individu
locked sehingga dapat melakukan
2. dapat membuka dan
menjadwalkan beberapa feature) manajemen layanan dengan
proyek secara bersamaan lebih efisien.
Enterprise Oracle Primavera juga
3. Tampilan yang dapat
disesuaikan License mendukung pembuatan
WBS (Work Breakdown
Domitos 1. Mengelola unit availability Free License ● Windows
2. Kemampuan untuk ● MAC Structure) dari dalam
(Trial Version)
memeriksa status ● LINUX aplikasi sehingga
availability pada tanggal Enterprise penyusunan breakdown
tertentu Version layanan dapat dilakukan
3. Melihat ketersediaan unit dengan lebih cepat tanpa
berdasarkan status memerlukan bantuan tools
tertentu
tambahan.
Cleopatra Cleopatra Enterprise Free License ● Windows
Enterprise menyediakan solusi (Trial Version) ● MAC
terintegrasi untuk ● LINUX
manajemen biaya total, yang Enterprise ● Cloud
didedikasikan untuk proyek Version ● SaaS
industri besar. Ini adalah ● Web-Base
satu-satunya alat yang d
mengintegrasikan estimasi
biaya, penjadwalan,
pengendalian biaya, dan
benchmarking yang
sebenarnya.
3. Problem SolarWind Problem Management Team, ● Windows Manageengine Servicedesk
Management s 1. Easily Group Similar Business, ● Linux Plus
Incidents and Professional, ● MacOs Tools ini dapat digunakan
problems to
Enterprise berjalan baik di infrastruktur
streamline problem
management License yang menggunakan basis
2. Align Incidents and windows maupun Linux dan
problems for quick dapat mengintegrasikan
diagnosis and dengan proses manajemen
resolution lainnya sehingga akan
3. Keep Team in the memudahkan service
loop with status and
management yang
alerts updates
real-time. diterapkan di perusahaan.
Tools ini juga memiliki fitur
 ManageE Problem Management Standard, ● Windows yang diperlukan dan lebih
ngine 1. Nail Underlying Professional, ● Linux lengkap dari tools lainnya.
ServiceDe Issues in Your IT, Enterprise
Eliminate Recurring
sk Plus License
Incidents
2. Reduce Incident
Volumes and Service
Desk Burden
3. Integrate Problem
Management with
Other ITSM
Processes

2. Rincian penambahan / perubahan fitur

No Process Current Tools Current Features Feature Additions / Changes

1. Incident Manually input in Excel -Record Incident manually -Add some feature that support
Managem -prioritize an incident based on to automation prioritize of
ent assumption incident
-Add some feature to keep up
to date with the incident
-Add feature that can record
automatically an incident
2. Availabilit IHD (IBM's Integrated Help 1. Menentukan komponen utama 1. Plan, schedule, and control
y Desk) with Q&A Database sistem yang digunakan dalam large-scale programs and
Managem Availability Management. individual projects
ent 2. Catat berbagai jenis perangkat 2. Secure multi user access to
keras dengan metrik pada schedules
Availability Records. 3. Allow project managers to
coordinate costs
4. Open and schedule multiple
projects simultaneously
5. Adaptable views
6. Team member interfaces for
gathering status update
7. Optimize resources to keep
projects on track
8. Role and resource
optimization, demand, and
capacity planning
9. Communicate resource
requirements and decisions
throughout project lifecycle
10. Explore scenarios with
what-if analysis
11. Graphical analysis of
resource and role utilization

(Oracle Primavera)

3. Problem IHD (IBM's Integrated Help 1. Load errors and problems into 1.
Managem Desk) with Q&A Database a Known Error database.
ent 2. Appoint a Problem Manager
with responsibility for 2.
analysing incidents to identify
underlying causes and to agree
priority and severity codes,
plus target response times.
Nail Underlying Issues in
Your IT, Eliminate Recurring
Incidents and problem
Reduce Incident and
problem Volumes and
Service Desk Burden
3. Draft the procedure for 3. Integrate Problem
problem management. Management with Other
ITSM Processes
(Manageengine Servicedesk
Plus)