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

• Main Author: Hanif A. Nasution, Muhammad
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/75304
• Institution: Institut Teknologi Bandung

The increasing need for IT services has shifted the focus to strategic planning and development of IT services. Many organizations undertake technology transformation to remain relevant and successful in the all-digital era. The Directorate of Information Technology (DTI) of Institut Teknologi Bandung (ITB) is an IT service provider organization present as one of the IT service providers focused on the ITB campus. In providing services, DTI ITB must be able to maintain the quality of services provided to its users. Service Level Management (SLM) in Information Technology Service Management (ITSM) can be a solution in maintaining service quality. One of the main components of SLM is Service Level Agreement (SLA). SLA is a service level agreement that is set on the services provided by an organization. Currently, DTI ITB does not have an SLA that regulates the service level standards of all services provided. By using the InfoSys Research Group framework, an SLA will be created that complies with the ITSM standard in ITIL. SLA design is done by starting with scope identification. Then the design continues with the determination of metrics. Finally, the design ends with reducing gaps and creating SLAs. The results of the SLA creation stage focus on determining the final metrics, determining projects to reduce service level gaps, and creating SLAs. The results of the creation stage have met expectations and feasibility to be applied to DTI ITB according to the assessment conducted.