DESIGN OF IT SERVICE CHANGE MANAGEMENT AT BANDUNG INSTITUTE OF TECHNOLOGY: A CASE STUDY OF THE DIRECTORATE OF INFORMATION TECHNOLOGY

• Main Author: Angelica, Michelle
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/82423
• Institution: Institut Teknologi Bandung

In the rapidly evolving digital era, changes in information technology have become inevitable. Organizations across various sectors must quickly adapt to seize opportunities and overcome challenges arising from these changes. Therefore, change management becomes a crucial element in successfully navigating these transformations. DTI (Directorate of Information Technology) ITB is an organization responsible for managing and providing IT services to support academic and administrative activities at ITB. Currently, DTI has change management in place, but it does not fully comply with ITIL standards. The main objective of this final project is to propose a change management plan for DTI ITB that aligns with DTI's needs and the ITIL framework. The change management design refers to ITIL, which is considered the best practice in service management. The proposed change management design includes Standard Operating Procedures (SOP), Request for Change (RFC) forms, Change Record documents, and Key Performance Indicators (KPI) that DTI can use to enhance its change management processes. At the evaluation phase, the new change management design is compared with the initial capability assessment of the current management system to conclude that the design has bridged the existing gaps. Additionally, an evaluation by DTI ensures that the proposed design meets DTI's needs.