DAFTAR ISI

HALAMAN DEPAN......................................................................................i
HALAMAN PENGESAHAN PEMBIMBING TESIS................................ii
HALAMAN PENGESAHAN PENGUJI TESIS..........................................iii
SURAT PERNYATAAN................................................................................iv
ABTSRAK ......................................................................................................v
ABSTRACT .....................................................................................................vi
MOTTO DAN HALAMAN PERSEMBAHAN...........................................vii
KATA PENGANTAR....................................................................................viii
DAFTAR ISI...................................................................................................x
DAFTAR TABEL...........................................................................................xiv
DAFTAR GAMBAR......................................................................................xv
BAB I PENDAHULUAN

1.1. Latar Belakang........................................................................................1

1.2. Identifikasi Masalah................................................................................3
1.3. Batasan Masalah......................................................................................3
1.4. Rumusan Masalah...................................................................................4
1.5. Tujuan dan Manfaat Penelitian...............................................................4
1.5.1. Tujuan Penelitian...........................................................................4
1.5.2. Manfaat Penelitian.........................................................................4
1.6. Ruang Lingkup Penelitian.......................................................................5
1.7. Metodelogi Penelitian.............................................................................5
1.7.1. Tahap Identifikasi..........................................................................5
1.7.2. Tahap Analisis...............................................................................6
1.7.3. Tahap Perancangan........................................................................6
1.7.4. Tahap Kesimpulan ........................................................................7
1.8. Susunan dan Struktur Peneltian...............................................................7

BAB II TINJAUAN PUSTAKA

2.1. IT Service Management (ITSM)..............................................................9

2.2. Information Technology Infracstructure Lebrary (ITIL)........................9
2.2.1. Service Strategy.............................................................................11
2.2.2. Service Design...............................................................................12
 2.2.3. Service Transition..........................................................................14
2.2.4. Service Operation..........................................................................15
2.3. Defenisi Infrastruktur Teknologi Informasi............................................15
2.3.1. Infrastruktur Teknologi Yang Adaptif...........................................16
2.3.2. Infrastruktur Teknologi Informasi dan Komunikasi......................17
2.4. Tata Kelola..............................................................................................17
2.4.1. Prinsip Tata Kelola........................................................................18
2.4.2. Model Tata Kelola.........................................................................18
2.5. Model Kematangan ITIL Versi 3............................................................19
2.6. Uji Validitas Dan Reabilitas....................................................................20
2.6.1. Uji Validitas...................................................................................20
2.6.2. Reabilitas.......................................................................................21
2.7. Penelitian Sebelumnya............................................................................22

BAB III METODELOGI PENELITIAN

3.1. Objek Penelitian......................................................................................28

3.2. Jadwal Penelitian.....................................................................................28
3.3. Metode Penelitian....................................................................................29
3.4. Sampel dan Populasi...............................................................................30
3.4.1. Ukuran Sampel..............................................................................30
3.4.2. Teknik Sampling............................................................................31
3.5. Infrastruktur Atribut Nilai Tingkat Kematangan....................................33
3.5.1. Capacity Management...................................................................33
3.5.2. IT Services Continuity Management..............................................33
3.5.3. Problem Management....................................................................34
3.5.4. Access Management.......................................................................34
3.6. Data Penelitian........................................................................................35
3.6.1. Teknik Pengumpulan Data.............................................................35
3.6.2. Sumber Data..................................................................................38
3.7. Alat dan Bahan Penelitian.......................................................................38
3.7.1. Hardware.......................................................................................38
3.7.2. Software.........................................................................................39
BAB IV BAB IV GAMBARAN UMUM OBJEK PENELITIAN
HASIL DAN PEMBAHASAN
4.1. Gambaran Umum Objek Penelitian........................................................40
4.1.1. Profil Responden............................................................................40
4.1.2. Gambaran Umum Responden Untuk Tenaga Pendidik.................41
4.2. Uji Validitas dan Reabilitas.....................................................................43
4.2.1. Uji Validitas dan Reabilitas SMKN 1 Suak Tapeh........................44
4.2.2. Uji Validitas dan Reabilitas SMKN 1 Banyuasin III.....................45
4.2.3. Uji Validitas dan Reabilitas SMKUN 2 Banyuasin III..................46
4.2.4. Uji Validitas dan Reabilitas SMKN 1 Air Kumbang....................47
4.2.5. Uji Validitas dan Reabilitas SMKS Muhammadiyah....................48
4.2.6. Uji Validitas dan Reabilitas Nurul Hidayah..................................49
4.3. Analisis Hasil Survei Kuisioner..............................................................50

4.3.1. Analisis Tingkat Kematangan Saat ini...........................................50

4.3.2. Standar Penilaian Maturity Level..................................................51
4.4. Hasil Tingkat Kematangan......................................................................52

4.4.1. Hasil Tingkat Kematangan pada SMKN 1 Suak Tapeh................52

4.4.2. Hasil Tingkat Kematangan pada SMKN 1 Banyuasin III.............52
4.4.3. Hasil Tingkat Kematangan pada SMKUN 1 Banyuasin III..........53
4.4.4. Hasil Tingkat Kematangan pada SMKN 1 Air Kumbang.............53
4.4.5. Hasil Tingkat Kematangan pada SMK Muhammadiyah...............54
4.4.6. Hasil Tingkat Kematangan pada SMK Nurul Hidayah.................55
4.5. Gap Analisis............................................................................................55
4.5.1. Gap Analisis pada SMKN 1 Suak Tapeh.......................................56
4.5.2. Gap Analisis pada SMKN 1 Banyuasin III....................................57
4.5.3. Gap Analisis pada SMKUN 2 Banyuasin III.................................58
4.5.4. Gap Analisis pada SMKN 1 Air Kumbang...................................59
4.5.5. Gap Analisis pada SMK Muhammadiyah.....................................60
4.5.6. Gap Analisis pada SMK Nurul Hidayah........................................61
4.6. Rekomendasi ..........................................................................................62

4.6.1. Usulan Tindakan Proses ITSDP SMKN 1 Suak Tapeh.................62

4.6.2. Usulan Tindakan Proses ITSSP SMKN 1 Suak Tapeh .................63
4.6.3. Usulan Tindakan Proses ITSDP SMKN 1 Banyuasin III..............64
4.6.4. Usulan Tindakan Proses ITSSP SMKN 1 Banyuasin III...............65
4.6.5. Usulan Tindakan Proses ITSDP SMKUN 2 Banyuasin III...........66
 4.6.6. Usulan Tindakan Proses ITSSP SMKUN 2 Banyuasin III............68
4.6.7. Usulan Tindakan Proses ITSDP SMKN 1 Air Kumbang..............69
4.6.8. Usulan Tindakan Proses ITSSP SMKN 1 Air Kumbang..............70
4.6.9. Usulan Tindakan Proses ITSDP SMK Muhammadiyah................71
4.6.10. Usulan Tindakan Proses ITSSP SMK Muhammadiyah..............73
4.6.11. Usulan Tindakan Proses ITSDP SMK Nurul Hidayah................74
4.6.12. Usulan Tindakan Proses ITSSP SMK Nurul Hidayah................75
BAB V KESIMPULAN DAN SARAN
5.1. Kesimpulan .............................................................................................77
5.2. Saran........................................................................................................79
DAFTAR PUSTAKA
LAMPIRAN
 DAFTAR TABEL

Tabel 3.1 Uraian Jadwal Penelitian.........................................................29

Tabel 3.2 Sampel Tenaga Pendidik ........................................................38
Tabel 3.3 Bobot Nilai Tingkat Kematangan...........................................38
Tabel 4.1 Komposisi Jenis kelamin Tenaga Pendidik.............................42
Tabel 4.2 Komposisi Jenjang Pendidikan Tenaga Pendidik...................42
Tabel 4.3 Komposisi Usia Tenaga Pendidik...........................................43
Tabel 4.4 Komposisi Instansi Pendidikan...............................................44
Tabel 4.5 Uji Validitas pada SMKN 1 Suak Tapeh................................45
Tabel 4.6 Uji Reabilitas pada SMKN 1 Suak Tapeh ..............................45
Tabel 4.7 Uji Validitas pada SMKN 1 Banyuasin III.............................46
Tabel 4.8 Uji Reabilitas SMKN 1 Banyuasin III....................................46
Tabel 4.9 Uji Validitas SMKUN 2 Banyuasin III ..................................47
Tabel 4.10 Uji Reabilitas SMKUN 2 Banyuasin III...............................48
Tabel 4.11 Uji Validitas SMKN 1 Air Kumbang....................................48
Tabel 4.12 Uji Reabilitas SMKN 1 Air Kumbang..................................49
Tabel 4.13 Uji Validitas SMK Muhammadiyah Pangkalan Balai..........49
Tabel 4.14 Uji Reabilitas SMK Muhammadiyah Pangkalan Balai.........50
Tabel 4.15 Uji Validitas SMK Nurul Hidayah........................................50
Tabel 4.16 Uji Reabilitas SMK Nurul Hidayah......................................51
Tabel 4.17 Maturity Level.......................................................................52
Tabel 4.18 Standar Penilaian Maturity Level..........................................52
Tabel 4.19 Hasil Tingkat Kematangan SMKN 1 Suak Tapeh................53
Tabel 4.20 Hasil Tingkat Kematangan SMKN 1 Banyuasin III.............53
Tabel 4.21 Hasil Tingkat Kematangan SMKUN 2 Air Banyuasin III....54
Tabel 4.22 Hasil Tingkat Kematangan SMKN 1 Air Kumbang.............55
Tabel 4.23 Hasil Tingkat Kematangan SMK Muhammadiyah...............55
Tabel 4.24 Hasil Tingkat Kematangan SMK Nurul Hidayah.................56
Tabel 4.25 Gap Analiysis SMKN 1 Suak Tapeh....................................57
Tabel 4.26 Gap Analiysis SMKN 1 Banyuasin III..................................58
Tabel 4.27 Gap Analiysis SMKUN 2 Banyuasin III...............................59
Tabel 4.28 Gap Analiysis SMKN 1 Air Kumbang.................................60
Tabel 4.29 Gap Analiysis SMK Muhammadiyah Pangkalan Balai........61
Tabel 4.30 Gap Analiysis SMK Nurul Hidayah ....................................62
Tabel 4.31 Usulan Tindakan Proses ITSDP SMKN 1 Suak Tapeh........63
Tabel 4.32 Usulan Tindakan Proses ITSSP SMKN 1 Suak Tapeh.........64
Tabel 4.33 Usulan Tindakan Proses ITSDP SMKN 1 Banyuasin III......65
Tabel 4.34 Usulan Tindakan Proses ITSSP SMKN 1 Banyuasin III......66
Tabel 4.35 Usulan Tindakan Proses ITSDP SMKUN Banyuasin III......67
Tabel 4.36 Usulan Tindakan Proses ITSSP SMKUN Banyuasin III.......69
Tabel 4.37 Usulan Tindakan Proses ITSDP SMKN 1 Air Kumbang.....70
Tabel 4.38 Usulan Tindakan Proses ITSSP SMKN 1 Air Kumbang......71
Tabel 4.39 Usulan Tindakan Proses ITSDP SMKS Muhammadiyah.....72
Tabel 4.40 Usulan Tindakan Proses ITSSP SMKS Muhammadiyah......74
Tabel 4.41 Usulan Tindakan Proses ITSDP SMKS Nurul Hidayah.......75
Tabel 4.42 Usulan Tindakan Proses ITSSP SMKS Nurul Hidayah........76
Tabel 5.1 Nilai Rata-rata Distrubusi Jawaban Responden......................78
 DAFTAR GAMBAR

Gambar 1. Alur Proses Penelitian...........................................................7

Gambar 2. Siklus Layanan ITIL..............................................................11
Gambar 3. Infrastruktur Teknologi Informasi.........................................17
Gambar 4. Model Tata Kelola TIK Nasional..........................................19
Gambar 5. Infrastruktur Atribut Nilai Tingkat Kematangan...................36
Gambar 6. Hasil Kematangan Saat Ini dan Target
Pada SMKN 1 Suak Tapeh......................................................................57
Gambar 7. Hasil Kematangan Saat Ini dan Target
Pada SMKN 1 Banyuasin III...................................................................58
Gambar 8. Hasil Kematangan Saat Ini dan Target
Pada SMKUN 2 Banyuasin III................................................................59
Gambar. 9 Hasil Kematangan Saat Ini dan Target
Pada SMKN 1 Air Kumbang..................................................................60
Gambar 10. Hasil Kematangan Saat Ini dan Target
Pada SMK Muhammadiyah Pangkalan Balai.........................................61
Gambar 11. Hasil Kematangan Saat Ini dan Target
Pada SMK Nurul Hidayah Air Gading...................................................62