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Volume 6, Issue 1, January – 2021 International Journal of Innovative Science and Research Technology

ISSN No:-2456-2165

Management Death Level Evaluationproblems with the


Service Level Agreement it Operation & Service
Divisionpt AIA Financial
ErryRimawan, YoasBagusWijaya, TaufanKowaas, RediPerdiansyah, AgungAditama Putra
MercuBuana University, Jakarta

Abstract:- Information technology is very important in competition in the business world. Such as reducing time in
providing operational support for companies, information delivering services, improving quality, operation To achieve
technology has become the backbone in the face of maximum IT services, a planning, implementation,
competition in the business world. For maximum supervision is needed, supported by maximum evaluation. So
achievement of IT services requires a planning, that problems occur can be resolved quickly. Problems that
implementation, monitoring, supported by evaluation of can occur include, for example, lost data, server downtime,
the maximum. So that problems occur can be addressed hardware damage, incorrect reports due to problems in data
quickly. The reliability of the company in the management processing which result in incorrect information,
of information technology affects the quality of IT services inexperienced information technology staff. From the list of
in the enterprise, one of which can be measured using a problems that can occur in all companies, one technology
Service Level Agreement. The measurement results that evaluation is needed Company reliability in IT management
have been done with the frame work Information affects the quality of IT services within the company, one of
Technology Infrastructure Library which is of ITSM best which can be measured by using a Service Level Agreement
practices will be used as a planning strategy of operational (Service Level Agreement in the Data Center- Edward
activities ahead of its information technology division to Wustenhoff). Which will be used as benchmarks for the IT
achieve its Service Level Agreement. In this research is to department in mastering and running business processes In
see how far the management maturity level measurement providing services to users, IT must also have the right
PT AIA Financial problems make it look ongoing IT strategy, so that services can be provided optimally In ITIL
management with the conditions that will come to know strategy formulation is carried out in the strategic planning
whether there is a gap of Service Level Agreement in the process and usually the planning team that is led by the Head
IT division Operation and Service. The research data is of the IT Division or the IT Manager.
the data report of the company in January - March 2016.
The analytical methods used are quantitative methods. What items are identified and defined in the
The results of the research show that with the formulation? The following are aspects that are part of the IT
improvement of the management problems then help the strategy that the company will implement in the future:
company achieve SLA originally from level 2 to level 3 so 1. What services should IT prepare to support the company's
that the quality of IT service companies increased. objectives,
2. Knowing whom the service will be provided to
Keywords:- Service Level Agreement, the Information 3. What components (infrastructure) are needed so that the
Technology Infrastructure Library Problem Management, IT service can run properly
Service Management. 4. The architecture in each service and all its supporting
components
I. INTRODUCTION 5. Standardization of technology and processes in service
operations
In the era of digital data, information technology is very 6. Priority of all service-related initiatives
important in providing operational support for companies, 7. Employees who are able to manage every service provided
which is one of the country's IT advocates, which is currently
increasing rapidly, therefore business practitioners are starting And also what types of services will the IT division
to realize the importance of implementing a standardization in perform for their users in the next 3 to 5 years, the strategy
the field. IT is mainly to improve services both internal and design will be carried out in order to achieve a service level
external to the company. There are many benefits that an agreement, for now, in implementing the service level
organization can take when it is able to implement IT in its agreement PT AIA Financial has a target. must be fulfilled so
business processes. IT has become the backbone in facing the that IT services run well, based on the results of a

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Volume 6, Issue 1, January – 2021 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
questionnaire conducted looking at the conditions of the in chapter v, here are the initial targets of the Service level
service level agreement at PT AIA Financial's IT division at agreement from PT AIA Financial
level 1 where the results of the questionnaire will be displayed

Aggressive Service Level The target is running


Server goes down Maximum 1 event / month
Email is not connected Maximum 1 event / month
Internet is not connected Maximum 1 event / month
Hardware / software repair Maximum of 3 events / month
Backup data and applications Every day
Bug and Virus Fixes Maximum of 3 events / month
Application Repair Maximum 1 repair / 3 months
Table 1. Initial SLA Target from PT AIA Financial
Source: PT AIA Financial IT Operations & Service Division Report Data

The background for writing this thesis is to find out the To find out the extent to which the IT division has the
current level of problem management and its influence on the ability to control business processes in carrying out its
achievement of service level agreements and future service business processes, measurement is needed in this case using
design from PT AIA Financial's IT Operations and Service the ITIL (Information Technology Infrastructure Library) so
Division in order to achieve a service level agreement, starting that the maturity level of problem management can be
from January to March there are records. 84 problem reports measured.
received by the IT Operations and Service Division, below are
detailed data based on the results of the report. What items are identified and defined in the
formulation? The following are aspects that are part of the IT
strategy that the company will implement in the future:
1. What services should IT prepare to support the company's
objectives,
2. Knowing whom the service will be provided to
3. What components (infrastructure) are needed so that the
service can run properly
4. The architecture in each service and all its supporting
components
5. Standardization of technology and processes in service
operations
6. Priority of all service-related initiatives
7. Employees who are able to manage every service provided

And also what types of services will the IT division


Figure 1. Problem Report Data perform for their users in the next 3 to 5 years, the strategy
Source: PT AIA Financial IT Operations & Service Division design will be carried out in order to achieve a service level
data agreement, for now, in implementing the service level
agreement PT AIA Financial has a target. must be fulfilled so
PT AIA Financial is the largest life insurance company that IT services run well, based on the results of a
in the world (Based on market capitalization, source: questionnaire conducted looking at the conditions of the
Bloomberg as of December 31, 2015) serving more than 29 service level agreement at PT AIA Financial's IT division at
million individual policyholders and more than 16 million level 1 where the results of the questionnaire will be displayed
group policies (aia-financial.co.id, 2016 ). From the data in chapter v, here are the initial targets of the Service level
recorded, AIA has a head office, namely in Jakarta, with 230 agreement from PT AIA Financial.
agent offices spread throughout Indonesia. With the
application of IT technology in its business processes at the Based on the above phenomena, several problems can be
head office and at agent offices, it is not certain that identified as follows:
companies in IT management have reached a Service Level 1. There was an increase in problem reports in the IT
Agreement. Operations & Service division of PT AIA Financial from
January to March 2016 (Figure 1.1)

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Volume 6, Issue 1, January – 2021 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
2. Time to solve problems that exceeds the SLA set by the IT better known as ITSM Self Assessment, interviews were
Operations & Service division (Results of Interviews with conducted as a data source on the questionnaire assessment.
IT staff)
 Measurement of Problem Management Performance
II. THEORITICAL REVIEW To get the required information, a matrix is made with
the aim of seeing and identifying the extent of problem
 Measurement of the Company's Current Maturity Level management in the Operational IT Department of PT. AIA
Measurement of the level of maturity in the IT Service Financial in order to improve service quality and achieve
and Operation division of PT AIA Financial was carried out SLA.
using an IT Infrastructure Library assessment questionnaire or

Target
Question 1 Matric 1
Purpose Discussion Object Viewpoint
What is the number The number of cases
PT AIA
Improvement of and percentage of resolved exceeded the
Financial's IT PT AIA Financial's IT
service capabilities Service Level cases that exceed the set time limit
Service and Service and Operation
in accordance with Agreement target completion
Operation Division
the SLA target time agreed upon in
Division
the SLA?
Question 2 Matric 2
What is the Percentage of
PT AIA
Improvement of percentage of problem handling in
Financial's IT PT AIA Financial's IT
service capabilities Service Level handling that is in accordance with SLA
Service and Service and Operation
in accordance with Agreement accordance with the
Operation Division
the SLA target targets agreed in the
Division
SLA?

Target
Question 3 Matric 3
Purpose Discussion Object Viewpoint
Improvement of Service Level PT AIA PT AIA Financial's IT How many cases The number of
service capabilities in Agreement Financial's IT Service and Operation were the handlers not services that are not
accordance with the Service and Division included in the SLA? covered by the SLA
SLA target Operation
Division
Table 2. Problem Management Performance Matrix
Source: PT AIA Financial IT Operations & Service Division data

 Matrix 1 (M1) The number of cases resolved beyond the certain problems, SLA management can be said to be a
time limit set vulnerable condition if the problem solving exceeds the set
time target. With a hazard value> 20%
1. Matrix Description:
Settlement of cases in the IT Operation and Service division  Matrix 2 (M2) Percentage of problem handling in
that has passed the predetermined time limit accordance with SLA

2. Detailed Description: 1. Matrix Description:


Settlement of cases in the IT Operations and Service
division in accordance with the Service Level Agreement

2. Detailed Description:
Source: JournalITSMF: An Introductory Overview of ITIL V,
2007

3. Validation:
The measurement will map the problems faced, in Source: JournalITSMF: An Introductory Overview of ITIL V,
solving the problem requires a standard time for solving 2007

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Volume 6, Issue 1, January – 2021 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
3. Validation: 2. Service Level Agreement(Y) is a form of elaboration of a
The measurement will produce a percentage of case provision containing an agreement on the availability of
resolution with a target that is in accordance with the Service the quality of a service, which is binding between the
Level Agreement, as long as IT Operations and Service can service provider and service users in presenting and
finish within a predetermined time limit, the service has receiving a level of service quality. The agreement format
fulfilled the Service Level Agreement, but if it gets below the can change depending on the agreement.
hazardous value then it needs more handling. deep. With a
hazard value <75% IV. RESULTS AND DISCUSSION

Matrix 3 (M3) Number of services not covered by SLA As an insurance company in Indonesia, information
technology is an important part of the company. Business
1. Matrix Description: changes are so fast changing, the demand for the needs and
Settlement of case services at the IT Operations and Service changes in information technology are many and fast, both
division that do not discover SLA systems and infrastructure. PT. AIA Financial uses ITIL V3 as
one of the Best Practices in implementing Service
2. Detailed Description: Management. In implementing Service Level Management,
AIA Financial has several objectives including:
1. Business process flows became clearer.
2. Providing the needs to support business processes in the
company
Source: JournalITSMF: An Introductory Overview of ITIL 3. Make a measurement parameter based on the performance
V3, 2007 that is done
4. Documentation of business processes becomes more
3. Validation complete and clear
The metric used identifies the number of Services that 5. IT problem solving can be resolved quickly
are not covered by the SLA. This shows that if there are more
and more services that are not covered by SLAs, it is also very In this study, a discussion was conducted with the
dangerous for SLM management conditions, especially in the manager in order to maximize the future goals of the IT
initial goal, namely accommodating SLAs. from upstream to Operations and Service division. According to Taylor, incident
downstream management is all events that are not part of or outside of
standard service operations that cause or can cause a
III. RESEARCH METHODS disruption, a decrease in the quality of the service. It is the
same as what is conveyed.Based on these definitions and the
This research is a type of quantitative research that can results of data observations and field conditions, it can be
be used to examine certain populations or samples, sampling concluded that the factors that cause incidents and causes of
techniques are generally carried out randomly or randomly, problems can be grouped as follows:
data collection using research instruments, statistical data
analysis with the aim of testing predetermined hypotheses. 1. Forceful circumstances: natural disasters, riots,
The research method used is in accordance with the objectives earthquakes and building fires. For example, there was a
and problems in this study, so the method used is a fire in the office area which caused office equipment
correlational research method including IT equipment to be damaged.
2. Causes from third parties. For example, the internet is
RESEARCH VARIABLE disconnected because the internet provider is experiencing
The operationalization of the variables in this study is problems
intended to facilitate or direct the necessary data measurement 3. Software. For example, computer devices are exposed to
tools based on the research conceptual framework which has virus attacks, instability in the use of pirated software or
proposed the operational limitations of each research variable. user negligence in use.
In this study, there are two independent variables. Independent 4. Hardware, for example damage to devices due to age,
variables are variables that cause or change / influence other hardware repairs that are not in accordance with the
variables (Siregar, 2014). The variables used and their permitted rules.
meaning in this study, namely 5. User / user. For example, the use of hardware that is not in
accordance with the regulations, the negligence of the user
1. Maturity level (X) is a method for measuring the level of in operating the application.
management development, and it can also be said to be a 6. IT staff. For example, errors in making applications,
measuring tool for the management capability of a business negligence in handling interference.
process. In this study, problem management maturity level.

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Volume 6, Issue 1, January – 2021 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
In carrying out the operations of the IT division, it on management review meetings held for each quarter, the
cannot be separated from the SLA (Service Level Agreement) targets that must be met are determined based on the policies
or the existing service level agreement between the IT division taken by the management of PT AIA Financial. The following
as a service provider and IT service users as service users. The is the SLA from the IT Operations division of PT AIA
items on the SLA are determined by the IT division and based Financial.

Aggressive Service Level The target is running Upcoming target


1) Server goes down Maximum 1 event / month 0 events / month
Email is not connected Maximum 1 event / month 0 events / month
3) Internet is not connected Maximum 1 event / month 0 events / month
4) Hardware / software repair Maximum of 3 events / month 0 events / month
5) Data backup Every day Every day
6) Repair applications and Viruses Maximum of 3 events / month 0 events / month
7) Improvement Ideas Drink 1 idea / 6 months Minimum 1 idea / 3 months
Table 3. PT AIA FINANCIAL SLA
Source: SLA, PT AIA Financial's IT Operations & Service Division

The use of SLA by the IT division has been implemented resolving bugs, system errors or database disruptions. This
since 4 years ago and there have been several changes in is important to do to support the productivity level of other
targets based on management review meetings. The following teams who also use IT services
is an explanation for each SLA at PT AIA Financial based on
the table above: By referring to the SLA in the IT Operations division of
1. Server cases are down with an upcoming target of 0 cases PT AIA Financial, measurement of maturity level and
per month. The SLA that is measured is the occurrence of performance measurement of problem management will be
servers going down for each month. To avoid server carried out. Measurement is intended to measure the
problems, the IT division must maintain regularly so that relationship and influence of the maturity level of problem
the server does not go down. management on the achievement of existing problem
2. Email cases drop with a target of 0 cases per month. The management
SLA that is measured is the occurrence of down or email
server going down for each month. In this case, the IT TARGET FOR IMPROVEMENT ACTIVITIES
division must maintain the performance of email and email In an effort to increase the maturity level from the initial
servers to prevent and avoid email disruptions or email level, namely level 2 and make level 3 a future target, which
server downtime. according to the Capability Maturity Model Integration
3. Internet cases with a target of 0 cases per month. SLA that (CMMI-DEV) the product team at level 3 has 11 areas, the
is measured is the internet incidence per month. For this following are areas that must be implemented in the future by
reason, the IT team is required to improve the performance PT AIA Financial
of the internet and its devices, this is intended to prevent
and avoid internet disturbances so as to disrupt business Process Area Target Activities
process activities.
4. Repair hardware and software more than 3 days with a Requirments& regular development of the helpdesk
target of 0 cases per month. Measurable initial SLA is Development application so that it is integrated with SLA
incident management with a treatment period of 3 days /
month. To improve the performance of hardware problems
should be resolved in less than 3 days Technical Documenting techniques for solving every
5. Implementation of data backup for each day. Measured Solution case that occurs
SLA is the implementation of backups for all data and
applications that are carried out every day. The IT Division There is an integrated function in the
regularly performs data backup processes, in order to avoid Product helpdesk application to case solutions and
the risk of data loss Integration reports for analysis
6. Handling of viruses and application disruptions is more
than the target of 0 cases for each month. SLA that is Verification Verify submitted cases via the helpdesk
measured is the incident of handling bugs and disruptions
to applications and databases that are carried out more than Able to perform validation for each incident
3 working days in a period of 1 month. The IT team is Validation and problems received by IT through the
required to supervise individuals who are responsible for telpdesk application.

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Volume 6, Issue 1, January – 2021 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
division problems. The following are the implementation
To carry out its business processes, the IT steps:
Organizational
Service and operation division must focus on
Process Focus
carrying out obligations within the company. 1. Increased use of existing helpdesk applications
2. Improve problem handling process
3. Increase the maturity level of problem management which
All processes in the IT service and was previously level 2
Organizational
operation division are described in the
Process Definition
SLA procedure Implementation depends on the IT division of PT AIA
Conducting training both for users and Financial which advice will be implemented first
Organizational
for the IT service and operation
Training IMPROVING THE USE OF THE HELPDESK
division.
APPLICATION

Process Area Target Activities In its business process, the IT division of PT AIA
Integration and management of both Financial has a helpdesk application to facilitate service in
Integrated Project projects and ideas in the IT service and problem management, here are the current conditions that can
Management operations division be done with the helpdesk application
Risk Management Carry out risk mapping of the cases
that occur 1. The helpdesk application is connected to the outlook email
so that when a user reports a problem, the report will be
Decision Analysis Whenever there is a case that is forwarded to an outlook email to the IT staff.
and Resolution considered critical, the solution is 2. The helpdesk application is web-based so that the
done by means of an analysis method application can run on different operating systems
for every decision making
Table 4. Target of Improvement Activities PROBLEM HANDLING PROCESS FLOW
Source: Journal Office of Government Commerce, 2008 IMPROVEMENT
Based on the analysis of the problem handling process
REPAIR flow before repairing, improvements can be made by making
By paying attention to the level of achievement of PT AIA improvements and maximizing the use of the helpdesk
Financial's maturity, several steps will be formulated in an application, here is an improvement in the problem handling
effort to improve the handling of PT AIA Financial's IT process flow

Figure 2. Flowchart of the Problem Handling Process


Source: PT AIA Financial IT Operations & Service Division data

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Volume 6, Issue 1, January – 2021 International Journal of Innovative Science and Research Technology
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PROCESS AREA OF DEATH LEVEL REPAIR experiences hardware damage, he can immediately make a
request to the vendor, be it handling by providing loans or
In terms of increasing the SLA from level 2 to level 3 replacing hardware that is damaged
there are 11 processes according to Capability Maturity Model
Integration (CMMI-DEV), here are 11 target stages that can 2. Technical Solution
be done to increase the level of maturity The stages of this technical solution are for the design,
construction and application of the completion requirements
1. Requirements Development. (CMMI-DEV), at this stage the IT division of PT AIA
This stage of the process aims to analyze users, products, Financial technically documents the service, including:
and elements of the product that are expected in the future
(CMMI-DEV). In this case the IT division improves the  Solution documentation in the form of an FAQ
function of the existing helpdesk application which aims to  Technical stages of installation and disruption of software
increase the use of the application function so that the service  The technical stages of installation and interference with
level agreement is reached. The strategy to improve the hardware
helpdesk application that must be done by the IT division of  Standard stages of handling problems
PT. AIA Financial is as follows:
3. Product Integration
 Improvements by adding a report feature aimed at the IT This stage of the process aims to explain a series of
division of PT AIA Financial, which aims to collect products such as product components, product integration,
information which will be used as a strategic step in the functions and results of the product. This process stage is
future regarding service level agreements. related to the requirements development process stages.
 To increase the level of IT services in terms of hardware Which has been explained in the process regarding adding
maintenance, on the user side, the hardware request feature helpdesk features and integrating helpdesk applications with
is added in the helpdesk application where currently vendor requests, this is aimed at achieving SLAs, the
hardware requests are still being made using a manual following is a process flow that can be described from product
form, for features on the IT division side can be integrated integration
with the vendor request application, so that when the user

Figure 3. Vendor Request Flowchart


Source: PT AIA Financial IT Operations & Service Division data

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Volume 6, Issue 1, January – 2021 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
4. Verification 7. Organizational Process Definition
This stage of the process has the aim of ensuring that the This stage of the process has the objective of preserving
services provided are in accordance with requests by the user the company's assets, with the maintenance of assets, it is
(CMMI-DEV), this verification stage is carried out in the possible to add better and consistent performance for the
helpdesk application, there are 2 sides of verification, namely company and provide long-term benefits for the organization
from the user and the IT Team, here are the explanations: (CMMI-DEV). In its implementation, the IT division
implements the functions and duties of each sub-division to
 Varification from the user side provide added value to the organization's business. This is
Verification from the user side is carried out when the related to clear job descriptions for each member, for example,
user has received the desired service and gets a solution that the tasks of the helpdesk and technical support teams become
has been categorized through the helpdesk application, in this clearer and not double jobs.
verification there is feedback on the services performed and
user satisfaction with the solution to the problem provided. 8. Organizational Training
This stage of the process has the aim of developing the
 Verification from the IT Team skills and knowledge of the IT team so that they can perform
Verification from the side of the IT Team is carried out their roles effectively and efficiently (CMMI-DEV). In its
when the user has submitted a complaint through the helpdesk implementation, the IT division conducts training both
and is accommodated by the IT team. The verification process internally and externally. Internal training is focused on
is carried out includes categorization of problems, estimated improving skills in problem solving and achievement of SLA,
time of completion, providing written problem solving while external training aims to increase knowledge along with
solutions through the helpdesk application, and delegating the developments in the world of information technology.
appropriate person in charge of the cases to be resolved.
9. Integrated Project Management
5. Validation This stage of the process has the goal of compiling and
This stage of the process has the aim of providing managing the project based on interrelated stages and
information that the service components have been fulfilled, according to the standard process organization (CMMI-DEV).
implementing validation (CMMI-DEV), in the IT division of In its implementation, the IT division embodies the idea of
PT AIA Financial itself, namely by monitoring the process of continuous improvement every 3 months. Any project
handling and reporting the results of problem handling and management requires IT investment and involving vendors
monitoring the status of hardware requests to vendors. The will be done following a plan, do, check, action pattern.
application of the validation process also exists in the helpdesk
application where when a user reports on the helpdesk 10. Risk Management
application, the user's superior will receive a report related to This stage of the process has the objective of identifying
the report that the user reports. potential problems before they occur, so that the risk of
problems that arise can be handled appropriately, which aims
6. Organizational Process Focus to reduce the negative impact on target achievement (CMMI-
DEV). In its implementation, the IT division produces a
This stage of the process has the objective of planning mapping documentation related to critical problems along with
and implementing a business process improvement process problem solving and prevention analysis. Problem
based on a thorough knowledge of the strengths and management documentation comes from all events or
weaknesses of the processes within the organization (CMMI- problems that have been encountered.
DEV). At this stage the head of the IT division continuously
carries out the process of monitoring, briefing and 11. Decision Analysis and Resolution
encouraging IT staff to stay focused on implementing incident This stage of the process has the objective of analyzing
management and problem management. The weaknesses of decisions made by evaluating against the established criteria
the IT division can be immediately overcome with the (CMMI-DEV). After the application of the reporting system in
following steps: the helpdesk application, all problem handling activities can
be monitored and analyzed as needed, for example, namely
1. Making documentation regarding the handling and analysis of a problem that often occurs, and can help achieve
prevention of problem handling as well as improving the SLA because it is clearly accommodated from upstream to
SOP downstream.
2. In improving soft skills and hard skills in an effort to solve
problems, internal training in the IT division must be
carried out regularly

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MEASUREMENT OF DEATH LEVEL AFTER REPAIR team when there is a big
problem?
The measurement of maturity level was carried out again 17 Is there a workload for everyone
after improvement, still using the same matrix when Y 1
in dealing with a problem?
measuring the previous maturity level, namely by using the PASS
ITSM Self Assessment which is intended for problem No. Level 2.5: Internal Integration
management. 18 Does the problem database
Y 2
match the problem?
Measurement of IT Infrastructure Library After Repair 19 Does management inform you of
Y 1
what problems usually arise?
No. Yes (Y) / No 20 Is any problem identified the
Level 1: Pre-requisites Score Y 1
(N) cause of the problem?
1 Are all issues recorded in the PASS
Y 2
problem report?
2 When there is a problem the No. Level 3: Products
help desk classifies the problem 21 Are all problem reports
Y 1 Y 3
before assigning it to the IT maintained?
team? 22 Is there a request for the
3 Does the IT manager manage Y 3
Y 2 procedure?
every problem? 23 Is there a record of cases that
PASS Y 3
have been resolved in detail?
No. Level 1.5: Intent Management 24 Is there a report on the case and
4 Is the organization committed Y 1
who handled the case?
to reducing the impact of the 25 Is there a workload report for
Y 2
incident and timely resolving employees who handle problem Y 1
it? cases?
5 Is there a budget for incident 26 Does management review
Y 2
management? problems that have been Y 1
6 Is management aware of the resolved in detail?
priority priorities for handling Y 1 PASS
problems?
No. Level 3.5: Quality Control
7 Is there a help desk training
Y 1 27 Are there standard criteria for
program?
problems that are informed when
PASS Y 2
the user wants to ask for
treatment?
No. Level 2: Process Capability 28 Does the SLA cover all the
8 Does the database record all the Y 2
Y 4 problems that arise?
problems in detail? 29 Is there someone in charge of
9 Is incident management carried dealing with a complex Y 2
Y 4
out in accordance with the SLA? problem?
10 Is there a procedure for 30 Does management set and
Y 4
classifying problems? review targets and cases Y 1
11 Is there a procedure for handling?
monitoring the progress of Y 4 31 Is there an application that
problem solving? Y 1
supports case resolution?
12 Is there a procedure to provide PASS
services to users to monitor the Y 4 No. Level 4: Management
progress of complaints? Information
13 Is there a procedure to cover 32 Does the team provide reports to
Y 4
incidents? management on case trends that N 0
14 Does management provide occur regularly?
information that is useful for Y 1 33 Does the team provide reports to
solving problems? management regarding an N 0
15 Does management use vendor increase in cases?
Y 1
support to solve problems? 34 Does the team provide a report Y 1
16 Does the manager coordinate the Y 1

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Volume 6, Issue 1, January – 2021 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
to management on the parameter that most changes from the proposed process can be
percentage of case handling? implemented and run well.
35 Does the team provide a report
to management regarding the MEASUREMENT OF PROBLEM PERFORMANCE
percentage of case handling N 0 AFTER REPAIR
without any help from other The matrix used is still the same as the previous matrix,
teams or vendors? namely the problem management matrix, performance
FAIL measurement is carried out using interviews and observations
to the head of the IT division and staff who interact directly
No. Level 4.5: External Integration with problem solving, from the measurement results after the
36 Are there frequent regular improvement, the following results are obtained:
meetings regarding problem N 0
handling? ACHIEVEMENT OF PROBLEM MANAGEMENT
37 Is there an application to PERFORMANCE MATRIX
communicate between the help N 0
desk and management? No Acquisition Vulnerable Informati
Matrix
38 Has anyone shared information . value Value on
with other departments regarding N 0 The
problem management? number
39 Are there reports to other of cases
departments on how to solve N 0 resolved
17% > 20% Reached
problems? exceeded
40 Has management received the set
reports on changes to business Y 1 time
processes to solve problems? limit
41 Has management received a Percenta
submission report regarding ge of
Y 1 problem
changes in business processes
related to problem solving? handling
77% <75% Reached
42 Is there a commitment from in
management regarding the accordan
Y 1
ce with
concern on implementing SLA?
SLA
FAIL
The
No. Level 5: Customer Interface
number
43 Is there a check on user activity
N 0 of
in support of problem solving?
services
44 Do users feel helpful in solving that are 4% > 5%
Y 1 Reached
problems? not
45 Is there any monitoring of user covered
Y 1
satisfaction trends? by the
46 Is there an agenda regarding SLA
sharing information with users Table 6. Obtaining Problem Management Performance
N 0
regarding problems that may Matrix
arise? Source: Researcher
47 Is there any monitoring of the
user regarding the value of the N 0 V. CLOSING
services the team provides?
FAIL The final stage of writing this research is to conduct
Table 5. Measurement of the IT Infrastructure Library discussions with all components of the IT Operations &
Source: Researcher Data Service Division. Discussions were held with the aim that the
IT Operations & Service division was able to increase the
Based on the results of the measurement of the maturity SLA achievement in accordance with mutually agreed targets,
level listed in the table, it is concluded that there is an increase as well as bring PT. AIA Financial to standardize IT service
in the level of maturity in the AIA Financial IT Division, an quality and continuous improvement in the IT Department.
increase from level 2 to level 3. This measurement makes the The discussion discussion is as follows:

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Volume 6, Issue 1, January – 2021 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
1. Improvement of the helpdesk application that is realtime and ITIL Foundation Certification. Training and Exams.
and integrated according to the author's suggestion. From Quensland.
the results of the discussion, it was stated that [4]. Cartlidge, A., Hanna, A., Rudd, C., Macfarlane, I.,
improvements to the helpdesk application have been made Windebank, J., &Rance, S. 2007. An Introductory
and implemented. From the improvements made, it was Overview of ITIL V3 Version 1.0. The UK Chapter of
found several important things that support the the ITSMF.
improvement of SLA performance: [5]. CMMI Product team. 2010. CMMI-SVC. Carnegie
 Added a reporting feature aimed at the head of the IT Mellon University. Vol 3. USA.
Service & Operations division which aims to obtain the [6]. Dugmore, Ivor Macfarlane and Jenny. 2006. IT Service
information needed to determine further strategies. The Management Self assessment Workbook. London:
results of this information can also be used to evaluate the British Standards.
performance of staff in the IT division in order to find out [7]. Elephant, Pink. 2010. The Benefits Of
the obstacles and problems faced in carrying out their ITILhttps://www.pinkelephant.com/uploadedfiles/About
duties and responsibilities. -Pink/TheBenefitsOfITILv26.pdf(Accessed 12
 Provide training to users and IT staff on the use of December 2016)
helpdesk applications, especially those related to SLA. [8]. Fath, Abdoullah Allah. 2014. e- Government Maturity
Users are given training and advice to maximize the use of Models: A Comparative Study. International Journal of
the helpdesk application compared to directly contacting Software Engineering & Applications. Canada. Vol. 5,
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[9]. ITSMF. 2007. An Introductory Overview of ITIL V3.
2. With the revised Standard Operating Procedure (SOP), it Version 1.0. The UK Chapter of the ITSMF. London.
has been very helpful for IT staff to support the [10]. Jantti, Marko. 2012. Towards an Improved IT Service
improvement of SLA. The following are things that the IT Desk System and Processes. International Journal on
Department has done in carrying out these SOPs: Advances in Systems and Measurements. Vol. 5, No. 3.
 Increase human resources to the number of technical Australia. Pp 203 - 2014
support staff (for the number still in the discussion stage [11]. Kannamani, R. 2013. Effective Implementation of
with HRD) Problem Management in ITIL Service Management.
 Procurement of hardware for backup when used is a International Journal of Scientific & Engineering
hardware failure that requires quick handling so that it will Research. India. Volume 4. Issue 1. Pages 1-5.
not interfere with user performance and achievement of the [12]. M. Spremic, Z. Zmirak, and K. Kraljevic. 2012. IT and
IT Department's SLA. Business Process Performance Management ”Case Study
of ITIL Implementation in Finance Service Industry
 Enabling the SLA function to the fullest by setting the Audit and IT Governance. Pp. 53 - 72.
performance success rate for each available service in [13]. Maico, Gehrmann. 2012. Combining ITIL, COBIT and
order to achieve an SLA with service coverage from start ISO / IEC 27002 For Structuring Comprehensive
to finish so as to allow better relations between the IT Information Technology For Management In
division and users for consideration in decision making, Organizations. German. Pages 66 - 77.
support and services [14]. Marrone, M and Kolbe LM. 2010. ITIL and The
Creation Of Benefits: An Empirical Study On Benefits,
3. Increasing IT resources through training and sharing Challenges And Processes. Journal of the 18th European
knowledge is one of the causes of problems, namely in Conference on Information Systems. Thing. 162 - 195.
human resources and the work environment due to the [15]. Menken, Ivanka. 2008. ITIL V3 Implementation Quick
absence of internal training in the organization. Guide: The Art of Stressfree IT Service Management.
Brisbane. Australia.
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Official Introduction to the ITIL Service Lifecycle, 1st
[1]. Hochstein, R., Zarnekow., W. Brenner. 2005. ITIL as ed. The Stationary Office. United Kingdom.
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[19]. Peter, Malega. 2014. Escalation Management as the
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