SERVICE OPERATION FACTORS ANALYSIS USING PROCESS MATURITY FRAMEWORK AND DECISION MAKING TRIAL AND EVALUATION LABORATORY METHOD FOR STRATEGIC PLANING (CASE STUDY: DIVISI IT PT. TELKOM)

• Main Author: NURHIKMAH , ENDLA
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/21947
• Institution: Institut Teknologi Bandung

The trend of IT makes the use of IT in the organization is not only use to support daily business activities but also used to help the organization manage the IT services as support the day-to-day activities. IT Service Management (ITSM) is an IT system management method that focuses on IT operations such as service and service support used by organizations to manage IT services to support the day-today activities of the organization. IT Infrastructure Library (ITIL), the best practice of ITSM, is used as a guide by organizations in the IT Service Management. While ISO 20000 is used as a standard of ITSM. There are five phases in ITIL best practice: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement (CSI). Service operation, the phases in ITIL for day-to-day service operation management by the organization in service delivery to customers, needs to be considered, as the service operation contains guidelines for achieving effectiveness and efficiency in service delivery and service support to ensure value is available to customers. In the best practice of IT Infrastructure Library (ITIL) - Service Operation there are 7 (seven) factors that must be considered in service operation for service operation to run wells such as: service management as a practices, service operation principles, service operation processes, service operation common activity, organizational management in service operation, information technology considerations for service operation, and implementation of service operation. The seven factors are then adjusted to the perspective related to the ITSM such as: "people", "process", and "technology". <br /> <br /> <br /> <br /> <br /> The analysis was conducted on the seven factors by using Process Maturity Framework (PMF) to measure the level of organizational readiness in service operation. Decision Making Trial and Evaluation Laboratory (DEMATEL) is used to show the relationship of the seven factors in service operation. The results of the analysis using PMF and DEMATEL on service operation provide an overview of the extent to which the organization particularly operates their operational services and provides strategic initiatives for them to make continuous improvements to make their operational services better.