EVENT MANAGEMENT FRAMEWORK FOR IT SERVICE CONTINUITY BASE ON IT INFRASTRUCTURE LIBRARY (ITIL V3) Case Study: Pusintek - Ministry Of Finance

• Main Author: (NIM: 23215344), AKMALUDIN
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/25286
• Institution: Institut Teknologi Bandung

<p align="justify"> Nowadays Information Technology (IT) has become a necessity for organizations, especially in the process of public service and other internal business. Most organizations both private and government make IT as a means to improve performance and support business processes to assist in the process of achieving its vision and mission. Pusat Sistem Informasi dan Teknologi Keuangan (Pusintek), as an IT service unit that meets service requests and improvements to IT disruption at the Ministry of Finance (MoF). In the implementation process of IT Services Management, Pusintek adopted the framework of IT Insfrastructure Library (ITIL). In addition, for the process of recording the disruption of IT services, Pusintek uses the application of ICT Services System (Sipelantik). Based on disruption data from 2013 to 2015, many events occurred in the Data Center and resulted in disruption to IT services. <br /> <br /> To improve the quality of IT services in Pusintek, it takes a framework that explains the steps that must be done so that events that happen can be resolved immediately and not cause disruption of IT services. In designing the framework, the authors begin with the identification of the parties involved, roles and responsibilities, actors handling, CSF and KPI. Next, generate workflow proposals, inputs and outputs for event management. Data collection methods used are qualitative method, starting from literature studies, interviews, observations and questionnaires involving the parties involved in the event management process. With the proposed framework is expected to improve the performance of IT services management in Pusintek. Thus, the continuity of more secure IT services, SLA, OLA and UC with external units can be met and prevent the occurrence of a disruption of ICT services. <p align="justify">