SERVICE LEVEL AGREEMENT (SLA) MANAGEMENT WITH BLOCKCHAIN BASED SMART CONTRACT TO IMPROVE THE QUALITY OF IT SERVICE MANAGEMENT

• Main Author: Fatima Azzahra, Zalina
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/76868
• Institution: Institut Teknologi Bandung

Information technology service management is an organizational capability for providing information technology services to customers. The information technology service management process is important for organizations to remain competitive and provide services that match customer needs. In this study, the organization used is a university that has a Central Information Technology Directorate that is in charge of and responsible for providing services related to information technology to all organizational entities. Available services include IT infrastructure services, information system development services, data request services, and other services to support business processes. The SLA management process in the organization is currently carried out by sending SLA documents via email to each section. SLA management is currently having problems managing SLA records because the documents are in separate emails, and there is a need for a monitoring process for SLA. A solution to overcome this problem is to implement a smart contract. The application of smart contracts in SLA management has several advantages, namely that it can improve incident management procedures, SLA rules are clearly stated, and misunderstandings between parties involved can be reduced. Therefore, this research will develop a smart contract system with the Solidity programming language and use a private blockchain network to maintain SLA data privacy and security. The results of this study will show how to improve the SLA management process using smart contracts and carry out SLA management with a more structured process to improve the quality of IT service management.