ANALISIS DAN EVALUASI TATA KELOLA IT PADA PT FIF

DENGAN STANDAR COBIT 5

LAPORAN TUGAS AKHIR

Oleh

Alvin

1301031584

Wongso Soekamto

1301032504

Riny Harsono

1301033633

Universitas Bina Nusantara

Jakarta
2013

KATA PENGANTAR
Puji syukur kami panjatkan kepada Tuhan Yang Maha Esa atas berkat dan
rahmatNya kami dapat menyelesaikan penulisan Laporan Tugas Akhir yang berjudul
Analisis dan Evaluasi Tata Kelola IT pada PT FIF dengan Standar COBIT 5
dengan baik.
Tujuan dari pembuatan Laporan Tugas Akhir ini adalah sebagai salah satu
syarat untuk gelar kesarjanaan pada jurusan Sistem Informasi jenjang pendidikan
Strata-1 Universitas Bina Nusantara.
Kami mengucapkan terima kasih kepada:
1.

Orang tua yang selalu memberikan motivasi dan dorongan kepada kami
selama proses penulisan Laporan Tugas Akhir ini.

2.

Bapak Prof. Dr. Ir. Harjanto Prabowo, MM selaku Rektor Universitas Bina
Nusantara

yang

telah

memberi

kesempatan

kepada

kami

untuk

menyelesaikan Laporan Tugas Akhir ini.

3.

Bapak Johan, S.Kom, MM selaku Head of School pada fakultas School of

Information System Universitas Bina Nusantara yang telah memberikan
kesempatan kepada kami untuk menyelesaikan Laporan Tugas Akhir ini.

4.

Bapak Rudy, S.Kom, MM selaku Head of Program Information System

pada fakultas School of Information System Universitas Bina Nusantara
yang telah memberikan kesempatan kepada kami untuk menyelesaikan
Laporan Tugas Akhir ini.

5.

Bapak Win Ce, S.Kom, MM selaku dosen pembimbing kami yang telah
membantu mengarahkan kami dalam mengerjakan Laporan Tugas Akhir ini.

6.

Bapak Ricky Gunawan selaku IT Head PT FIF yang telah memberikan kami
kesempatan untuk internship dan melakukan evaluasi tata kelola IT pada PT
FIF sebagai topik yang kami angkat dalam Laporan Tugas Akhir ini.

7.

Bapak Efrayim Fitriadi selaku IT Quality & Governance Specialist PT FIF yang
telah memberikan kami kesempatan untuk menyelesaikan Laporan Tugas Akhir
dan mengarahkan kami selama internship.

vii

8.

Bapak Andreas Setiawan selaku IT Planning & Governance Officer PT FIF

yang telah mengarahkan kami dan memberikan informasi yang kami
perlukan dalam pengerjaan Laporan Tugas Akhir melalui internship,
wawancara, dan survei perusahaan.

9.

Semua pihak yang namanya tidak dapat disebutkan satu-persatu, yang telah
memberikan bantuan sehingga kami dapat menyelesaikan penyusunan
Laporan Tugas Akhir ini.
Tak ada gading yang tak retak, demikian juga dengan penulisan Laporan

Tugas Akhir kami ini. Maka dari itu kami memohon maaf apabila terdapat
kekurangan dalam penulisan Laporan Tugas Akhir ini. Kami juga mengharapkan
saran yang membangun dari para pembaca sehingga dapat menjadi evaluasi bagi
kami ke depannya.
Akhir kata, kami berharap bahwa Laporan Tugas Akhir ini dapat memberikan
manfaat kepada semua pembaca. Sekian dan terima kasih.

Jakarta, 23 Januari 2013

Tim Penulis

DAFTAR ISI

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Halaman Sampul............................................................................................................i
Halaman Judul..............................................................................................................ii
Halaman Persetujuan Dosen Pembimbing..................................................................iii
Halaman Pernyataan Dosen Penguji............................................................................iv
Halaman Pernyataan Persetujuan Publikasi LTA.........................................................v
Abstrak.........................................................................................................................vi
Kata Pengantar............................................................................................................vii
Daftar Isi......................................................................................................................ix
Daftar Tabel..............................................................................................................xvii
Daftar Gambar.........................................................................................................xxiii
Daftar Lampiran.......................................................................................................xxiv
BAB 1 PENDAHULUAN...........................................................................................1
1.1 Latar Belakang........................................................................................................1
1.2 Ruang Lingkup........................................................................................................4
1.3 Tujuan dan Manfaat................................................................................................5
1.4 Metodologi..............................................................................................................6
1.5 Sistematika Penulisan.............................................................................................6
BAB 2 LANDASAN TEORI......................................................................................8
2.1 Teori Umum............................................................................................................8
2.1.1 Teknologi Informasi..........................................................................................8
2.1.2 Sistem Informasi...............................................................................................8
2.1.3 IT Governance..................................................................................................9
2.1.4 Enterprise Resource Planning........................................................................12
2.2 Teori Khusus.........................................................................................................16
2.2.1 Audit Teknologi Informasi.............................................................................17
2.2.2 COBIT............................................................................................................18
2.2.2.1 Implementasi COBIT 5.............................................................................20
2.2.2.2 COBIT Process Assessment Model..........................................................23
2.2.2.3 Indikator Kapabilitas Proses.....................................................................24
2.2.2.4 Pemetaan IT Goals terhadap Proses COBIT 5.........................................38
2.2.2.5 Proses COBIT 5 yang Menjadi Titik Evaluasi.........................................40
2.3 Kerangka Pikir......................................................................................................52

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BAB 3 PERSIAPAN EVALUASI............................................................................55
3.1 Sejarah Perusahaan...............................................................................................55
3.2 Visi dan Misi Perusahaan......................................................................................58
3.3 Struktur Organisasi Perusahaan dan Pembagian Tugas dan Wewenang..............59
3.4 Pemetaan Departemen IT terhadap proses COBIT...............................................87
3.5 Analisis Kebutuhan Dokumen untuk Pelaksanaan Evaluasi..............................109
3.6 Length of Effort...................................................................................................140
BAB 4 HASIL PENILAIAN CAPABILITY LEVEL..........................................152
4.1 Proses Penilaian Capability Level Proses COBIT..............................................152
4.1.1 Proses EDM03 Ensure Risk Optimisation.................................................154
4.1.1.1 Evaluate risk management......................................................................155
4.1.1.2 Direct risk management..........................................................................156
4.1.1.3 Monitor risk management.......................................................................157
4.1.2 Proses EDM04 Ensure Resource Optimisation.........................................158
4.1.2.1 Evaluate resource management..............................................................159
4.1.2.2 Direct resource management..................................................................161
4.1.2.3 Monitor resource management...............................................................162
4.1.3 APO01 - Manage the IT Management Framework......................................165
4.1.3.1 Define the organizational structure........................................................167
4.1.3.2 Establish roles and responsiblities.........................................................167
4.1.3.3 Maintain the enablers of the management system..................................168
4.1.3.4 Communicate manaagement objectives and direction...........................168
4.1.3.5 Optimise the placement of the IT function..............................................168
4.1.3.6 Define information(data) and system ownership....................................169
4.1.3.7 Manage continual improvement processes.............................................169
4.1.3.8 Maintain compliance with policies and procedures...............................170
4.1.4 APO03 - Manage Enterprise Architecture...................................................174
4.1.4.1 Develop the enterprise architecture vision.............................................175
4.1.4.2 Define reference architecture.................................................................176
4.1.4.3 Select opportunities and solutions..........................................................176
4.1.4.4 Define architecture implementation.......................................................176
4.1.4.5 Provide enterprise architecture services................................................177
4.1.5 APO04 Manage Innovation.......................................................................180

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4.1.5.1 Create an enviroment conducice to innovation......................................181
4.1.5.2 Maintain an understanding of the enterprise environment.....................182
4.1.5.3 Monitor and scan the technology environment.......................................182
4.1.5.4 Assess the potential of emerging technologies and innovation ideas.....183
4.1.5.5 Recommend appropriate further initiatives............................................183
4.1.5.6 Monitor the implementation and use of innovation................................184
4.1.6 APO05 Manage Portfolio..........................................................................187
4.1.6.1Establish the target investment mix.........................................................188
4.1.6.2 Determine the availability and sources of funds.....................................189
4.1.6.3 Evaluate and select programmes to fund................................................190
4.1.6.4 Monitor, optimise and report on investment portfolio performance......190
4.1.6.5 Maintain portfolios.................................................................................191
4.1.6.6 Manage benefits achievement.................................................................191
4.1.7 APO06 Manage Budget and Costs............................................................195
4.1.7.1 Manage finance and accounting.............................................................196
4.1.7.2 Prioritise resource allocation.................................................................197
4.1.7.3 Create and maintain budgets..................................................................198
4.1.7.4 Model and allocate costs........................................................................198
4.1.7.5 Manage costs..........................................................................................199
4.1.8 APO07 - Manage Human Resources............................................................203
4.1.8.1 Maintain adequate and appropriate staffing..........................................204
4.1.8.2 Identify key IT personnel.........................................................................207
4.1.8.3 Maintain the skills and competencies of personnel................................207
4.1.8.4 Evaluate employee job performance.......................................................206
4.1.8.5 Plan and track the usage of IT and business human resources..............206
4.1.8.6 Manage contract staff.............................................................................207
4.1.9 APO08 Manage Relationships...................................................................210
4.1.9.1 Understand business expectations..........................................................211
4.1.9.2 Identify opportunities, risk, and constraints for IT to enchance the
business....................................................................................................212
4.1.9.3 Manage the business relationship...........................................................212
4.1.9.4 Coordinate and communicate.................................................................212
4.1.9.5 Provide input to the continual improvement of services.........................213

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4.1.10 APO09 Manage Service Agreements.......................................................218
4.1.10.1 Identify IT services................................................................................219
4.1.10.2 Catalogue IT-enabled services.............................................................220
4.1.10.3 Define and prepare service agreements...............................................220
4.1.10.4 Monitor and report service levels.........................................................221
4.1.10.5 Review service agreements and contracts............................................221
4.1.11 APO10 Manage Suppliers.......................................................................224
4.1.11.1 Identify and evaluate supplier relationships and contracts..................227
4.1.11.2 Select suppliers.....................................................................................227
4.1.11.3 Manage supplier relationships and contracts.......................................228
4.1.11.4 Manage supplier risk............................................................................228
4.1.11.5 Monitor supplier performance and compliance...................................229
4.1.12 APO11 Manage Quality..........................................................................234
4.1.12.1 Establish a quality management system (QMS)....................................236
4.1.12.2 Define and manage quality standards, practices, and procedures.......236
4.1.12.3 Focus quality management on customers.............................................236
4.1.12.4 Perform quality monitoring, control, and reviews................................237
4.1.12.5 Integrate quality management into solutions for development and
service delivery.............................................................................237
4.1.12.6 Maintain continuous improvement.......................................................238
4.1.13 APO12 Manage Risk................................................................................241
4.1.13.1 Collect data...........................................................................................243
4.1.13.2 Analyse risk...........................................................................................243
4.1.13.3 Maintain a risk profile..........................................................................244
4.1.13.4 Articulate risk........................................................................................244
4.1.13.5 Define a risk management action portfolio..........................................245
4.1.13.6 Respond to risk......................................................................................245
4.1.14 APO13 Manage Security.........................................................................246
4.1.14.1 Establish and maintain an information security management system
(ISMS) ...................................................................................................247
4.1.14.2 Define and manage an information security risk treatment plan.........247
4.1.14.3 Monitor and review the ISMS...............................................................248
4.1.15 BAI01 Manage Programme and Projects...............................................251

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4.1.15.1 Maintain a standard approach for programme and project
management..........................................................................................253
4.1.15.2 Initiate a programme............................................................................254
4.1.15.3 Manage stakeholder engagement.........................................................254
4.1.15.4 Develop and maintain the programme plan.........................................255
4.1.15.5 Launch and execute the programme.....................................................256
4.1.15.6 Monitor, control and report on the programme outcomes...................256
4.1.15.7 Start up and initiate projects within a programme...............................257
4.1.15.8 Plan projects.........................................................................................257
4.1.15.9 Manage programme and project quality..............................................258
4.1.15.10 Manage programme and project risk.................................................258
4.1.15.11 Monitor and control projects..............................................................259
4.1.15.12 Manage project resources and work packages...................................259
4.1.15.13 Close a project or iteration.................................................................260
4.1.15.14 Close a programme.............................................................................261
4.1.16 BAI02 Manage Requirement Definition..................................................264
4.1.16.1 Define and maintain business functional and technical requirements. 265
4.1.16.2 Perform a feasibility study and formulate alternative solutions...........266
4.1.16.3 Manage requirement risk......................................................................266
4.1.16.4 Obtain approval of requirement and solutions.....................................266
4.1.17 BAI04 Manage Availability and Capacity..............................................271
4.1.17.1 Asses current availablity, performance and capacity and create a
baseline.................................................................................................272
4.1.17.2 Asses business impact...........................................................................273
4.1.17.3 Plan for new or changed service requirements....................................273
4.1.17.4 Monitor and review availability and capability....................................274
4.1.17.5 Investigate and address availability, performance, and capacity
issues.....................................................................................................274
4.1.18 BAI05 Manage Organizational Change Enablement..............................280
4.1.18.1 Establish the desire to change..............................................................282
4.1.18.2 Form an effective implementation team................................................282
4.1.18.3 Communicate desired vision.................................................................282
4.1.18.4 Empower role players and identify short-tem wins..............................283

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4.1.18.5 Enable operation and use.....................................................................283
4.1.18.6 Embed new approaches........................................................................284
4.1.18.7 Sustain changes.....................................................................................284
4.1.19 BAI06 Manage Changes..........................................................................288
4.1.19.1 Evaluate, prioritise and authorise change requests.............................289
4.1.19.2 Manage emergency changes.................................................................290
4.1.19.3 Track and report change status............................................................290
4.1.19.4 Close and document the changes..........................................................291
4.1.20 BAI07 Manage Change Acceptance and Transitioning..........................298
4.1.20.1 Establish an implementation plan.........................................................300
4.1.20.2 Plan business process, system and data conversion.............................300
4.1.20.3 Plan acceptance tests............................................................................300
4.1.20.4 Establish a test enviroment...................................................................301
4.1.20.5 Perform acceptance tests......................................................................301
4.1.20.6 Promote to production and manage releases.......................................302
4.1.20.7 Provide early production support.........................................................302
4.1.20.8 Perform a post-implementation review.................................................302
4.1.21 BAI08 Manage Knowledge......................................................................309
4.1.21.1 Nurture and facilitate a knowledge-sharing culture.............................310
4.1.21.2 Identify and classify sources of information.........................................311
4.1.21.3 Organise and contextualise information into knowledge.....................311
4.1.21.4 Use and share knowledge.....................................................................311
4.1.21.5 Evalute and retire information..............................................................312
4.1.22 BAI09 Manage Assets..............................................................................316
4.1.22.1 Identify and record current assets........................................................317
4.1.22.2 Manage critical assets..........................................................................318
4.1.22.3 Manage the asset life cycle...................................................................318
4.1.22.4 Optimise asset costs..............................................................................319
4.1.22.5 Manage licenses....................................................................................319
4.1.23 BAI10 Manage Configuration.................................................................324
4.1.23.1 Establish and maintain a configuration model.....................................325
4.1.23.2 Establish and maintain a configuration repository and baseline.........326
4.1.23.3 Maintain and control configuration items............................................326

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4.1.23.4 Produce status and configuration reports............................................326
4.1.23.5 Verfiry and review integrity of the configuration repository................327
4.1.24 DSS01 Manage Operations.....................................................................331
4.1.24.1 Perform operational procedures...........................................................332
4.1.24.2 Manage outsourced IT services............................................................333
4.1.24.3 Monitor IT infrastructure......................................................................333
4.1.24.4 Manage the environment.......................................................................334
4.1.24.5 Manage facilities...................................................................................334
4.1.25 DSS03 Manage Problems........................................................................340
4.1.25.1 Identify and classify problems..............................................................341
4.1.25.2 Investigate and diagnose problems.......................................................342
4.1.25.3 Raise known errors...............................................................................342
4.1.25.4 Resolve and close problems..................................................................342
4.1.25.5 Perform proactive and close problems.................................................343
4.1.26 DSS04 Manage Continuity......................................................................348
4.1.26.1 Define the business continuity policy, objective and scope..................349
4.1.26.2 Maintain a continuity strategy..............................................................350
4.1.26.3 Develop and implement a business continuity response.......................350
4.1.26.4 Exercise , test and review the BCP.......................................................351
4.1.26.5 Review, maintain and improve the continuity plan...............................351
4.1.26.6 Conduct continuity plan training..........................................................351
4.1.26.7 Manage backup arragements................................................................352
4.1.26.8 Conduct post-resumption review..........................................................352
4.1.27 DSS05 Manage Security Services............................................................357
4.1.27.1 Protect against malware.......................................................................358
4.1.27.2 Manage network and connectivity security...........................................359
4.1.27.3 Manage endpoint security.....................................................................359
4.1.27.4 Manage user identity and logical access..............................................360
4.1.27.5 Manage physical access to IT assets....................................................360
4.1.27.6 Manage sensitive documents and output devices..................................361
4.1.27.7 Monitor the infrastructure for security-related events.........................361
4.1.28 MEA01 Monitor, Evaluate, and Assess Performance and Conformance
...................................................................................................................................366

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4.1.28.1 Establish a monitoring approach..........................................................367
4.1.28.2 Set performance and conformance target.............................................368
4.1.28.3 Collect and process performance and conformance data....................368
4.1.28.4 Analyse and report performance..........................................................369
4.1.28.5 Ensure the implementation of corrective actions..................................369
4.1.29 MEA02 Monitor, Evaluate, and Assess the System of Internal Control. 372
4.1.29.1 Monitor internal controls......................................................................374
4.1.29.2 Review business process control effectiveness.....................................374
4.1.29.3 Perform control-self assesments...........................................................374
4.1.29.4 Identify and report control deficiencies................................................375
4.1.29.5 Ensure that assurance providers are independent and qualified.........375
4.1.29.6 Plan assurance initiatives.....................................................................375
4.1.29.7 Scope assurance initiatives...................................................................376
4.1.29.8 Execute assurance initiatives................................................................376
4.2 Hasil Perhitungan Capability Level....................................................................380
BAB 5 SIMPULAN DAN SARAN.........................................................................396
5.1 Simpulan.............................................................................................................396
5.2 Saran...................................................................................................................397
DAFTAR PUSTAKA..............................................................................................408
RIWAYAT HIDUP.................................................................................................410
LAMPIRAN..............................................................................................................L1

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DAFTAR TABEL

Tabel 2.1 Evolusi ERP...............................................................................................13

Tabel 2.2 Process Performance.................................................................................26
Tabel 2.3 Performance Management.........................................................................26
Tabel 2.4 Work Product Management.......................................................................28
Tabel 2.5 Process Definition......................................................................................29
Tabel 2.6 Process Deployment...................................................................................31
Tabel 2.7 Process Measurement................................................................................33
Tabel 2.8 Proses Control...........................................................................................34
Tabel 2.9 Process Innovation....................................................................................35
Tabel 2.10 Process Optimisation...............................................................................37
Tabel 3.1 Perjalanan PT FIF Tahun 1989-2011.........................................................56
Tabel 3.2 Pemetaan Proses COBIT terhadap departemen IT..................................101
Tabel 3.3 Pemetaan Proses COBIT terhadap Departemen IT dengan Checklist.....104
Tabel 3.4 Length of Effort Tim Evaluasi..................................................................140
Tabel 4.1 Template Ringkasan Pencapaian Capability Level..................................153
Tabel 4.2 Ensure Risk Optimisation EDM03...........................................................154
Tabel 4.3 Ensure Risk Optimisation EDM03 Level 1.............................................157
Tabel 4.4 Ensure Resource Optimisation EDM04...................................................158
Tabel 4.5 Ensure Resource Optimisation EDM04 Level 1.....................................159
Tabel 4.6 Performance Management EDM04.........................................................162
Tabel 4.7 Work Product Management EDM04.......................................................163
Tabel 4.8 Manage the IT Management Framework APO01...................................165
Tabel 4.9 Manage the IT Management Framework APO01 Level 1......................166
Tabel 4.10 Performance Management APO01........................................................171
Tabel 4.11 Work Product Management APO01......................................................171
Tabel 4.12 Tabel Manage Enterprise Architecture APO03....................................174
Tabel 4.13 Tabel Manage Enterprise Architecture APO03 Level 1.......................175

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Tabel 4.14 Performance Management APO03........................................................177
Tabel 4.15 Work Product Management APO03......................................................177
Tabel 4.16 Manage Innovation APO04...................................................................180
Tabel 4.17 Manage Innovation APO04 Level 1......................................................181
Tabel 4.18 Performance Management APO04........................................................184
Tabel 4.19 Work Product Management APO04......................................................184
Tabel 4.20 Manage Portfolio APO05......................................................................187
Tabel 4.21 Manage Portfolio APO05 Level 1.........................................................188
Tabel 4.22 Performance Management APO05........................................................192
Tabel 4.23 Work Product Management APO05......................................................192
Tabel 4.24 Manage Budget and Costs APO06........................................................195
Tabel 4.25 Manage Budget and Costs APO06 Level 1...........................................196
Tabel 4.26 Performance Management APO06........................................................180
Tabel 4.27 Work Product Management APO06......................................................180
Tabel 4.28 Manage Human Resources APO07.......................................................203
Tabel 4.29 Manage Human Resources APO07 Level 1..........................................204
Tabel 4.30 Performance Management APO07........................................................207
Tabel 4.31 Work Product Management APO07......................................................208
Tabel 4.32 Manage Relationships APO08...............................................................210
Tabel 4.33 Manage Relationships APO08 Level 1.................................................211
Tabel 4.34 Performance Management APO08........................................................213
Tabel 4.35 Work Product Management APO08......................................................213
Tabel 4.36 Process Definition APO08.....................................................................215
Tabel 4.37 Process Deployment APO08..................................................................215
Tabel 4.38 Konten SOP Manage Relationships APO08.........................................216
Tabel 4.39 Manage Service Agreements APO09.....................................................218
Tabel 4.40 Manage Service Agreements APO09 Level 1........................................219
Tabel 4.41 Performance Management APO09........................................................222
Tabel 4.42 Work Product Management APO09......................................................222
Tabel 4.43 Manage Suppliers APO10.....................................................................225
Tabel 4.44 Manage Suppliers APO10 Level 1........................................................226
Tabel 4.45 Performance Management APO10........................................................230
Tabel 4.46 Work Product Management APO10......................................................230

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Tabel 4.47 Process Definition APO10.....................................................................232
Tabel 4.48 Process Deployment APO10..................................................................232
Tabel 4.49 Konten SOP Manage Supplier APO10..................................................233
Tabel 4.50 Manage Quality APO11........................................................................234
Tabel 4.51 Manage Quality APO11 Level 1...........................................................235
Tabel 4.52 Performance Management APO11........................................................238
Tabel 4.53 Work Product Management APO11......................................................238
Tabel 4.54 Manage Risk APO12.............................................................................241
Tabel 4.55 Manage Risk APO12 Level 1................................................................242
Tabel 4.56 Manage Security APO13.......................................................................246
Tabel 4.57 Manage Security APO13 Level 1..........................................................247
Tabel 4.58 Performance Management APO13........................................................248
Tabel 4.59 Work Product Management APO13......................................................249
Tabel 4.60 Manage Programmes and Projects BAI01............................................250
Tabel 4.61 Manage Programmes and Projects BAI01 Level 1.......................252-253
Tabel 4.62 Performance Management BAI01.........................................................261
Tabel 4.63 Work Product Management BAI01.......................................................261
Tabel 4.64 Manage Requirement Definition BAI02................................................264
Tabel 4.65 Manage Requirement Definition BAI02 Level 1...................................265
Tabel 4.66 Performance Management BAI02.........................................................267
Tabel 4.67 Work Product Management BAI02.......................................................267
Tabel 4.68 Process Definition BAI02......................................................................269
Tabel 4.69 Process Deployment BAI02...................................................................269
Tabel 4.70 Konten SOP Manage Requirement Definition BAI02...........................270
Tabel 4.71 Manage Availability and Capacity BAI04............................................271
Tabel 4.72 Manage Availability and Capacity BAI04 Level 1...............................272
Tabel 4.73 Performance Management BAI04.........................................................275
Tabel 4.74 Work Product Management BAI04.......................................................275
Tabel 4.75 Process Definition BAI04......................................................................277
Tabel 4.76 Process Deployment BAI04...................................................................277
Tabel 4.77 Konten SOP Manage Availability and Capacity BAI04.......................278
Tabel 4.78 Manage Organizational Change Enablement BAI05............................280
Tabel 4.79 Manage Organizational Change Enablement BAI05 Level 1..............281

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Tabel 4.80 Performance Management BAI05.........................................................285
Tabel 4.81 Work Product Management BAI05.......................................................285
Tabel 4.82 Manage Changes BAI06.......................................................................288
Tabel 4.83 Manage Changes BAI06 Level 1..........................................................289
Tabel 4.84 Performance Management BAI06.........................................................291
Tabel 4.85 Work Product Management BAI06.......................................................291
Tabel 4.86 Process Definition BAI06......................................................................293
Tabel 4.87 Process Deployment BAI06...................................................................293
Tabel 4.88 Konten SOP Manage Changes BAI06..................................................294
Tabel 4.89 Process Measurement BAI06................................................................295
Tabel 4.90 Process Control BAI06..........................................................................295
Tabel 4.91 Process Innovation BAI06.....................................................................296
Tabel 4.92 Process Optimisation BAI06.................................................................296
Tabel 4.93 Manage Change Acceptance and Transitioning BAI07........................298
Tabel 4.94 Manage Change Acceptance and Transitioning BAI07 Level 1...........299
Tabel 4.95 Performance Management BAI07.........................................................303
Tabel 4.96 Work Product Management BAI07.......................................................303
Tabel 4.97 Process Definition BAI07......................................................................305
Tabel 4.98 Process Deployment BAI07...................................................................305
Tabel 4.99 Konten SOP Manage Changes Acceptance and Transitioning BAI07..306
Tabel 4.100 Process Measurement BAI07..............................................................307
Tabel 4.101 Process Control BAI07........................................................................307
Tabel 4.102 Process Innovation BAI07...................................................................308
Tabel 4.103 Process Optimisation BAI07...............................................................308
Tabel 4.104 Manage Knowledge BAI08..................................................................309
Tabel 4.105 Manage Knowledge BAI08 Level 1....................................................310
Tabel 4.106 Performance Management BAI08.......................................................313
Tabel 4.107 Work Product Management BAI08.....................................................313
Tabel 4.108 Manage Assets BAI09..........................................................................316
Tabel 4.109 Manage Assets BAI09 Level 1............................................................317
Tabel 4.110 Performance Management BAI09.......................................................320
Tabel 4.111 Work Product Management BAI09.....................................................320
Tabel 4.112 Process Definition BAI09....................................................................322

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Tabel 4.113 Process Deployment BAI09.................................................................322
Tabel 4.114 Konten SOP Manage Assets BAI09....................................................323
Tabel 4.115 Manage Configuration BAI10.............................................................324
Tabel 4.116 Manage Configuration BAI10 Level 1................................................325
Tabel 4.117 Performance Management BAI10.......................................................328
Tabel 4.118 Work Product Management BAI10.....................................................328
Tabel 4.119 Manage Operations DSS01.................................................................331
Tabel 4.120 Manage Problems DSS01 Level 1.......................................................332
Tabel 4.121 Performance Management DSS01......................................................335
Tabel 4.122 Work Product Management DSS01.....................................................335
Tabel 4.123 Process Definition DSS01...................................................................337
Tabel 4.124 Process Deployment DSS01................................................................337
Tabel 4.125 Konten SOP Manage Problems DSS01...............................................338
Tabel 4.126 Manage Problems DSS03....................................................................340
Tabel 4.127 Manage Problems DSS03 Level 1.......................................................341
Tabel 4.128 Performance Management DSS03......................................................343
Tabel 4.129 Work Product Management DSS03.....................................................344
Tabel 4.130 Process Definition DSS03...................................................................345
Tabel 4.131 Process Deployment DSS03................................................................346
Tabel 4.132 Konten SOP Manage Problems DSS03...............................................347
Tabel 4.133 Manage Continuity DSS04..................................................................348
Tabel 4.134 Manage Continuity DSS04 Level 1.....................................................351
Tabel 4.135 Performance Management DSS04......................................................352
Tabel 4.136 Work Product Management DSS04.....................................................353
Tabel 4.137 Process Definition DSS04...................................................................354
Tabel 4.138 Process Deployment DSS04................................................................355
Tabel 4.139 Konten SOP Manage Continuity DSS04.............................................355
Tabel 4.140 Manage Security Services DSS05........................................................357
Tabel 4.141 Manage Security Services DSS05 Level 1...........................................358
Tabel 4.142 Performance Management DSS05......................................................362
Tabel 4.143 Work Product Management DSS05.....................................................362
Tabel 4.144 Process Definition DSS05...................................................................364
Tabel 4.145 Process Deployment DSS05................................................................364

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Tabel 4.146 Konten SOP Manage Security Services DSS05...................................365
Tabel 4.147 Monitor, Evaluate, and Assess Performance and Conformance MEA01
..................................................................................................................................366
Tabel 4.148 Monitor, Evaluate and Assess Performance and Conformance MEA01
Level 1.....................................................................................................................368
Tabel 4.149 Performance Management MEA01.....................................................369
Tabel 4.150 Work Product Management MEA01...................................................369
Tabel 4.151 Monitor, Evaluate, and Assess the System of Internal Control MEA02
..................................................................................................................................372
Tabel 4.152 Monitor, Evaluate and Assess the System of Internal Control MEA02
Level 1.....................................................................................................................373
Tabel 4.153 Performance Management MEA02.....................................................377
Tabel 4.154 Work Product Management MEA02...................................................377
Tabel 4.155 Daftar Proses COBIT di Level 0..........................................................381
Tabel 4.156 Daftar Proses COBIT di Level 1..........................................................381
Tabel 4.157 Daftar Proses COBIT di Level 2..........................................................381
Tabel 4.158 Daftar Proses COBIT di Level 3..........................................................382
Tabel 4.159 Daftar Proses COBIT di Level 5..........................................................382

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DAFTAR GAMBAR

Gambar 2.1 Pemetaan Proses COBIT.........................................................................39

Gambar 2.2 Kerangka Pikir........................................................................................52
Gambar 3.1 Struktur Organisasi.................................................................................59
Gambar 4.1 Grafik Pencapaian Capability Level COBIT Process...........................380

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DAFTAR LAMPIRAN
LAMPIRAN 1 SOP..................................................................................................L1
L1.1 Ticket Request....................................................................................................L1
L1.2 Penerimaan Penyelesaian Fulfillment................................................................L1
L1.3 Penanganan Incident..........................................................................................L1
L1.4 Problem Management........................................................................................L1
L1.5 Change Management..........................................................................................L1
L1.6 Release Management.........................................................................................L2
L1.7 Tender Management..........................................................................................L2
L1.8 Disaster Recovery Plan......................................................................................L2
L1.9 Pengadaan Server & Storage..............................................................................L2
L1.10 Pengadaan Jaringan..........................................................................................L3
L1.11 Pengadaan Hardware & Software Utility.........................................................L3
L1.12 Maintenance Hardware, Software, & Jaringan................................................L3
L1.13 Penonaktifan Hardware....................................................................................L3
L1.14 License Management.......................................................................................L4
L1.15 Access Logical Management...........................................................................L4
L1.16 Scheduler Report Monitoring...........................................................................L4
L1.17 Batch Monitoring.............................................................................................L4
L1.18 Database Monitoring........................................................................................L5
L1.19 Source Code Monitoring..................................................................................L5
L1.20 Invoice IT.........................................................................................................L6
L1.21 Penerimaan Outsource.....................................................................................L6
L1.22 Perlakuan Dokumen Lama...............................................................................L6

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LAMPIRAN 2 POLICY..........................................................................................L7
L2.1 IT Design and Planning......................................................................................L7
L2.2 IT Service Level Agreement..............................................................................L7
L2.3 IT Desktop and Server.......................................................................................L7
L2.4 IT Security..........................................................................................................L8
L2.5 IT Change Request Classification......................................................................L8
L2.6 IT Documentation..............................................................................................L8
L2.7 Project Agreement..............................................................................................L8
LAMPIRAN 3 GAMBAR PENDUKUNG.............................................................L9
L3.1 Risk Register......................................................................................................L9
L3.2 Hasil Audit.........................................................................................................L9
L3.3 Budget Tools....................................................................................................L10
L3.4 Project Charter.................................................................................................L11
L3.5 STONER..........................................................................................................L13
L3.6 TV....................................................................................................................L14
L3.7 Fire Extinguisher..............................................................................................L14
L3.8 Health Awareness Sticker................................................................................L15
L3.9 Inventory HR....................................................................................................L17
L3.10 Skill Development Plan.................................................................................L17
L3.11 Evaluasi Kebutuhan Karyawan......................................................................L18
L3.12 Asset Register................................................................................................L19
L3.13 Service Catalogue..........................................................................................L19
L3.14 Supplier Catalogue.........................................................................................L20
L3.15 TOAD.............................................................................................................L20
L3.16 EA..................................................................................................................L21
L3.17 Undangan Meeting Dengan Pihak Bisnis......................................................L23
L3.18 Closing Project...............................................................................................L23
L3.19 Final Report Review......................................................................................L24
LAMPIRAN 4 KPI.................................................................................................L25
L4.1 Worksheet Dev - KPI DEV_OTOBOS............................................................L25
L4.2 Worksheet DRM DRM Uptime DB..............................................................L26
L4.3 Worksheet Infra................................................................................................L26
L4.3.1 Infra & DRM OTOBOS.............................................................................L26

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L4.3.2 Infra Sign Off Infra Design........................................................................L27
L4.3.3 Infra_Uptime Infra.....................................................................................L28
L4.3.4 OP-Infra Daily data availability.................................................................L29
L4.4 Worksheet PMO...............................................................................................L29
L4.4.1 Operation OB.............................................................................................L29
L4.4.2 PMO & Security ITSM Index....................................................................L29
L4.4.3 PMO Security Resolution Time.................................................................L30
L4.4.4 PMO Service Resolution Time..................................................................L31
L4.4.5 PMO Sign Off.............................................................................................L31
L4.5 Worksheet QA..................................................................................................L32
L4.5.1 Deployment Success Rate..........................................................................L32
L4.5.2 QA Doc. Completeness..............................................................................L33
L4.5.3 QA Zero Defect System.............................................................................L33
L4.6 Worksheet Security Security Uptime............................................................L34
L4.7 KPI Master......................................................................................................L35
LAMPIRAN 5 KNOWLEDGE BASE.................................................................L36