INCIDENT MANAGEMENT DESIGN FOR BANDUNG INSTITUTE OF TECHNOLOGY: A CASE STUDY OF THE DIRECTORATE OF INFORMATION TECHNOLOGY

• Main Author: Husnul Daffa, Muhammad
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/74069
• Institution: Institut Teknologi Bandung

In the ever-evolving digital era, the management of information technology services has become critical for organizations to maintain smooth operations and high business efficiency. ITSM encompasses a set of practices and processes designed to plan, deliver, manage, and monitor IT services that support business needs. One of the processes that ITSM goes over is incident management. This management is important to minimize the impact when an incident occurs. This final project aims to design incident management for the Bandung Institute of Technology, with the object of research being the Directorate of Information Technology (DTI ITB). DTI ITB itself wants to develop the current incident management to be in accordance with ITSM standards. The research methodology used is literature study and the application of the Infosys framework in the incident management design. Infosys itself takes references from ITIL which is the basis for ITSM development. The resulting incident management phases are identification, recording, classification, diagnosis, resolution and recovery, and closure. At the evaluation stage, the results of the design of the new incident management system will be compared with the initial capability assessment of the current management system to conclude that the design has closed the gap. In addition, an assessment was carried out by stakeholders from DTI ITB on the management system that had been designed.