Professional Documents
Culture Documents
ISSN No:-2456-2165
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
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
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:
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
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.
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.
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
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