DESIGN OF SERVICE LEVEL AGREEMENT FOR SERVICE LEVEL MANAGEMENT OF BANDUNG INSTITUTE OF TECHNOLOGY: PLANNING STAGE

• Main Author: Rafif Widyanto, Fauzan
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/74679
• Institution: Institut Teknologi Bandung

With the development of technology, organizations that provide technology services must begin to implement ITSM. ITSM is the practice of managing information technology services to deliver value to customers and organizations. One of the processes of ITSM is Service Level Management (SLM). Service Level Management focuses on improving the quality of IT services. One of the activities in SLM is designing Service Level Agreement (SLA). DTI ITB, as an organization that provides IT services, does not yet have good SLA documentation. The purpose of this final project is to design the SLA for DTI ITB services. The documentation of this SLA is an important need for DTI ITB because without an SLA, service level cannot be properly monitored, resulting in poor service quality. The Infosys framework and ITIL guidelines were used to design the SLA for DTI ITB. The steps taken in designing this SLA begin with identifying the scope and maturity of DTI ITB, determining DTI ITB service level metrics, and determining service level targets and creating SLAs. The design results were evaluated through an assessment by DTI ITB stakeholders. The design results with a focus on the planning stage can be used as a reference in forming other SLAs in the organization.