SERVICE DESK ORGANIZATIONAL DEVELOPMENT USING ITIL FRAMEWOK National Agency for Drugs and Foods Control Case Study

• Main Author: DWI PUTRANTO (NIM : 23208110); Tim Pembimbing : Dr. Ir. Jaka Sembiring M.Eng; Ir. Albarda. M.T, ARIEF
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/14993
• Institution: Institut Teknologi Bandung

Current organizational dependence on information technology becomes increasingly large to support its operational activities, then it required an IT system to support and resolve problems quickly. Currently NADFC has an incidence of service systems that have been running, but the service is not based on a certain framework. There are several weaknesses in this service for example users feel that their needs have not been handled while as service providers have not been able to <br /> <br /> <br /> measure the performance of its unit. A Service Desk based on ITIL framework is developed in accordance with the duties and functions based on the vision and mission are owned by the NADFC This organization development use a Continual Service Improvement Modelmethodology. This methodology has 5 stages starting from the stage what is <br /> <br /> <br /> the vision? which defines what is to be achieved, the stage where are we now? which became the starting point of measurement, phase where do we want to be? the objectives and targets to be addressed with the development of this Service Desk. which serves to set goals and main objectives to be achieved, stage how do <br /> <br /> <br /> we get there? conducting a gap analysis between current practice and targets have been defined and the last is the stage of what will we get? is a method of measuring the key performance indicator (KPI) and ensure that improvements and business objectives have been met by the new level of service. Design services to facilitate recovery of normal operational service with minimal <br /> <br /> <br /> business impact and in accordance with established service levels. Sevice Desk functions as a single point of contact (SPOC) for users and become an effective <br /> <br /> <br /> communications center. This design is also able to answer the need for a comprehensive organizational structure, a comprehensive work process and adequate methods of performance measurement. <br />