DAFTAR ISI

Halaman Judul......................................................................................................i
Persetujuan pembimbing......................................................................................ii
Daftar Isi..............................................................................................................iii
Daftar Tabel..........................................................................................................v
Daftar Gambar.....................................................................................................vi
BAB 1 PENDAHULUAN 1..................................................................................1
1.1 Latar Belakang............................................................................................1
1.2 Perumusan Masalah....................................................................................3
1.3 Tujuan dan Manfaat Penelitian...................................................................3
1.3.1 Tujuan Penelitian................................................................................3
1.3.2 Manfaat penelitian..............................................................................4
1.4 RUANG LINGKUP...................................................................................4
BAB 2 LANDASAN TEORI.................................................................................7
2.1 ITSM (Informasi Teknologi Service Manajemen) .........................................7
2.1.1 Pengertian ITSM.....................................................................7
2.1.2 Perspektif ITSM......................................................................9
2.2 Information Technology Infrastructure Library (ITIL) .........................11
2.2.1 Pengertian ITIL........................................................................11
2.2.2 ITIL Service Lifecycle..............................................................13
2.2.3 Manfaat ITIL Terhadap pengguna..............................................13
2.2.4 manfaat ITIL Terhadap Perusahaan............................................14
2.2.5 Service Design.........................................................................14
2.2.6 Service Operation..................................................................15
2.2.7 Service Strategi........................................................................16
2.2.8 Service Trasition......................................................................17
2.2.9 Continual Service Improvement..............................................18
2.3 Service Desk....................................................................................19
2.4 Six Sigma........................................................................................22
2.5 Goal Question Metric (GQM) ...........................................................23
BAB 3 METODOLOGI...............................................................................27
3.1 Kerangka Pikir Penelitian...................................................................27
3.2 Metode Pengumpulan Data................................................................29

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 3.2.1 Waktu dan Tempat Penelitian..................................................29
3.2.2 Pengumpulan Data.................................................................29
3.3 DMAIC Process................................................................................31
DAFTAR ACUAN.............................................................................................35

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 DAFTAR TABEL

Tabel 2.4 DMAIC in Mathematical Terms Source................................................23

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 DAFTAR GAMBAR

Gambar 2.1 Four Perspective ITSM....................................................................10

Gambar 2.2 Service lifecycle................................................................................14
Gambar 2.3 Continuous quality control and consolidation .................................19
Gambar 2.5 GQM paradigma...............................................................................24
Gambar 3.1 Kerangka Pikir.........................................................................27

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