CAPACITY AND PERFORMANCE MANAGEMENT DESIGN AT BANDUNG INSTITUTE OF TECHNOLOGY A CASE STUDY OF THE DIRECTORATE OF INFORMATION TECHNOLOGY

• Main Author: Brizita Shary, Alifiya
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/85138
• Institution: Institut Teknologi Bandung

The influence of information technology usage encourages organizations to enhance the quality of IT services. One of the frameworks offering the best IT service management practices is ITIL. The performance of an IT service must be ensured to align with its targets and goals, necessitating a management process based on the ITIL framework, specifically capacity and performance management processes. These processes ensure that the capacity within an IT service is sufficiently available, so that the service performance meets expected levels and achieves its objectives. The Directorate of Information Technology (DTI) at Bandung Institute of Technology (ITB) is responsible for managing IT services and infrastructure within the institute. The management of IT services at DTI ITB should be governed by relevant management procedure documents. Although DTI ITB has implemented capacity and performance management for IT, the current processes do not fully align with ITIL management practices. Therefore, this final project aims to propose a capacity and performance management design tailored to the conditions and needs of DTI ITB using the ITIL framework. The proposed design includes Standard Operating Procedure (SOP) documents, a capacity plan template, and Key Performance Indicators (KPI) document. Additionally, an assessment of capability criteria for the current and to-be capacity and performance management was conducted. The proposed capacity and performance management design has been evaluated and received a score of 4.6 out of 5 from DTI ITB stakeholders.