RISK ANALYSIS OF IT & NETWORK USING ANALYTIC HIERARCHY PROCESS (CASE STUDY: BUSINESS UNIT NETWORK & IT SOLUTION AT PT. TELKOM INDONESIA)

• Main Author: Rizky Dhaniyanto, Fedrian
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/41396
• Institution: Institut Teknologi Bandung

Telkom Indonesia has 1 head office, 7 regional offices and 572 service offices in 58 telecommunication areas. Telkom Indonesia serves millions of customers throughout Indonesia with telecommunications services that include fixed wire line and fixed wireless telephone, cellular communications, network and interconnection services and internet and data communication services. The main activity of Telkom Indonesia is to provide network services to all corners of Indonesia, supervise and maintain communication networks in Indonesia and new innovations in the telecommunications sector. Main goals of this final project is to help discover potential risk for the problem at Business Unit Network & It Solution and design mitigation system to minimize impact of potential risk. To shows anything that can be potential risk, initial identification is needed in this research. After potential risk is identify, all of identified risks must be arranged in order from most critical risks to lowest risk for make it easier develop mitigation system for the most risks that has big impact. Telkom Indonesia is trying to make a solution to reduce the percentage of customer complaints. However, problems related to reducing customer complaints and maintaining customer experience still occur. It caused by Business Unit Network & It Solution cannot fulfill the service level agreement (SLA) desired by PT Telkom Indonesia and Data owned by the Business unit Monitoring Network & IT was mismatches with Consumer Service. Also directorate don't have a good mitigation planning system In this project, researcher do the risk assessment method with the help of AHP combined with ISO 31000 Known that directorate have has 20 potential risks that probably happened in the future. It consists of 6 categories namely Operational, Fault Damage, Data Relation, Economic, Natural Cause, and Maintenance. The mitigation plan is based on the classification of the level of risks. There are four methods to mitigate the risks, which are avoid, reduction, transfer and acceptance. Based on the results of the analysis, there are 20 risk factors. This consists of 1 very high risk, namely SLA not achieved with the weight of the likelihood and impact of 0.076 and 0.073. Then 1 high risk is complaint data not inline with the intensity of the likelihood and impact of 0.05 and 0.048. and 3 moderate risks namely Identify service interruptions, fraud and data safety. Some of the application of risk management that can be done include the application of higher standards, integration online, creating firewalls and regular backups and creating a centralized e-library application that contains root cause analysis of problems that have occurred.