#TITLE_ALTERNATIVE#

• Main Author: (NIM 235 05 031), Budiyono
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/7476
• Institution: Institut Teknologi Bandung

Abstract: <br /> <br /> <br /> <br /> <br /> PT PLN ( Persero) Distribusi Jawa Barat dan Banten, uses information technology to support its business processes. This can be seen from the information technology usage, especially in supporting service activities to customers. The effort to improve information technology support, is always be done and this is shown by the development of applications and changes in the usage of IT resources. This effort is meant to be able to better support the improvements in services to customers. <br /> <br /> <br /> <br /> <br /> Related to the application or support of current existing IT services to business processes of the company, this research is performed related to IT governance. This research is performed to analize the IT Governance and to propose a solution related to IT Governance, by using COBIT standard, focusing on the Deliver and Support (DS) domain, that is concerned with the actual delivery of required services. <br /> <br /> <br /> <br /> <br /> This research is performed by doing data collection, using questionnaires. The first questionnaire is to know the importance level of IT processes in DS domain. Based on the questionnaire result, an analysis is performed to know the level of needs in all of the IT processes on DS domain, then to know the priority of the processes. Next phase is to assess the maturity level of the IT process. This assessment is based on the supporting data which obtained from the second questionnaire made for the purpose. The maturity level assessed are the current condition and the expected condition of the most important IT process. Both conditions are needed to know the gap that exists and to set the goal for improvement. The last phase is to develop a solution that identifies the action required to achieve the goal for improvement. <br /> <br /> <br /> <br /> <br /> Based on the questionnaire result, it is recognized that basically all IT processes (13 processes) on DS domain is needed, this is shown by the high assessment results for option 4 (important), and 5 (very important) at each IT process. Further results indicate that one IT process, DS11, is recognized as the most important process because it is the process with the highest level of importance. <br /> <br /> <br /> <br /> <br /> The maturity level measurement of IT process DS11 indicates that the level of maturity of the process for the current condition is 2 (repeatable but intuitive), while the expected condition of the maturity level of process DS11 is 4 (managed and measurable). This result indicates the existence of a gap. Because of the gap, an improvement target should be established. The first target is to attain maturity level of 3 of the process (Defined Process), while the second target is to attain maturity level of 4 of the process (Managed and Measurable). <br /> <br /> <br /> <br /> <br /> Based on improvement target, a solution that needed to be done is developed that propose the needed action to be performed, target for the attainment of process performance and IT governance on DS11. <br /> <br /> <br /> <br /> <br /> The needed actions to be performed to close over the gap have been elaborated in this research. This action is to be done to each maturity attribute and to be done step by step. First is the attainment from level 2 to level 3, while the second is the attainment from level 3 to level 4 for every maturity attribute. Measuring against some indicators, KPI and KGI, is performed to know the progress of the process, and to evaluate the process. <br /> <br />