PROBLEM MANAGEMENT DESIGN AT BANDUNG INSTITUTE OF TECHNOLOGY: CASE STUDY OF INFORMATION TECHNOLOGY DIRECTORATE

• Main Author: Maghfirah Teddy, Fathiyya
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/73947
• Institution: Institut Teknologi Bandung

In this current era, Information Technology (IT) is increasingly focused on providing services, transforming organizations from being perceived solely as technology providers to service providers. DTI ITB is an organization that delivers various services to meet the needs of the academic community within the scope of ITB. However, service delivery doesn't always go as expected due to incidents. Incidents that are not properly managed potentially have underlying unresolved causes, necessitating the implementation of problem management to ensure complete resolution of service disruptions. This final project aims to produce an effective problem management design to be implemented in DTI ITB. The problem management design refers to the ITIL framework as the best practice for implementing ITSM and is supported by the InfoSys Research Group framework as a guide for design creation. The outcome of this final project is a problem management design that includes standardizing inputs, actions, governance, and development projects. A meeting was conducted with DTI stakeholders to evaluate the generated design, which received a rating of 4.68 on a scale of 5. To address challenges and obstacles, it is necessary to increase personnel, enhance skills through human resource training, align the implementation of problem management with SOPs, and utilize the project roadmap. The effectiveness of the design can be measured through KPIs and dashboards as part of the problem management design outcome. By implementing problem management according to organizational needs, the objectives of problem management can be achieved, including reducing the impact and probability of incidents and supporting increased customer satisfaction. The implementation of problem management needs to adapt to the organization's changing needs and developments.