Analisis Penerapan Teknologi Informasi

Menggunakan Framework Information Technology Infrastructure

Library (ITIL Versi 3) Domain Service Operation
(Studi Kasus: Jurusan Teknik Informatika Universitas
Muhammadiyah Malang)

Tugas Akhir

Diajukan Untuk Memenuhi

Persyaratan Guna Meraih Gelar Sarjana
Informatika Universitas Muhammadiyah Malang

Anisa Hudi Widaningrum

(201510370311017)
Rekayasa Perangkat Lunak
PROGRAM STUDI INFORMATIKA
FAKULTAS TEKNIK
UNIVERSITAS MUHAMMADIYAH MALANG
2019

1
LEMBAR PERSETUJUAN

i
LEMBAR PENGESAHAN

ii
LEMBAR PERNYATAAN

iii
 KATA PENGANTAR

Segala puji bagi Allah SWT yang Maha Pengasih dan Maha Penyayang atas
segala rahmat dan hidayah-Nya, sehingga penulis dapat menyelesaikan Tugas Akhir
ini. Tugas Akhir ini berjudul “Analisis Penerapan Teknologi Informasi
Menggunakan Framework Information Technology Infrastructure Library
(ITIL Versi 3) Domain Service Operation (Studi Kasus: Jurusan Teknik
Informatika Universitas Muhammadiyah Malang)”. Penyusunan Tugas Akhir ini
merupakan salah satu syarat untuk mencapai gelar Sarjana Teknik. Pada kesempatan
ini penulis ingin mengucapkan terima kasih yang sebesar-besarnya kepada:
1. Allah SWT yang telah memberikan rahmat, hidayah, dan selalu memberikan
kemudahan serta ridho-Nya sehingga saya dapat menyelesaikan Tugas Akhir.
2. Bapak Bambang, Ibu Nurhaedah dan Puput adikku tersayang yang tak henti-
hentinya memberikan doa, cinta dan dukungan selama menempuh pendidikan
dan pembuatan Tugas Akhir ini.
3. Ibu Evi Dwi Wahyuni, S.Kom., M.Kom dan Bapak Wildan Suharso, S.Kom.,
M.Kom dan selaku dosen pembimbing yang telah sabar memberikan
bimbingan serta ilmu yang lebih dalam menyelesaikan Tugas Akhir.
4. Teman-teman KPIT ka nia, ka Sabrina, kak qiaw, putmik, hanny, dan elsa
yang telah menjadi keluarga kedua selama di Malang.
5. Teman-teman RAID Malang shofia, jahtra, farid, alen, nopal, dan ardi yang
selalu menjadi moodboster dan pemberi semangat.
6. Teman-teman seperjuangan Kelas A Informatika 2015 yang selalu memberi
semangat dan berdiskusi dengan penulis untuk menyelesaikan skripsi ini.
7. Teman- teman masa kecilku uti, ayu, yusuf yang selalu menyemangati penulis
dalam pengerjaan skripsi.
8. Teman-teman Baymax donny, iwan, aris, hazmi, andrian, lina, dan zia yang
selalu menemani selama menempuh pendidikan dan menyemangati dalam
pembuatan skripsi.
9. Teman-teman Cumilku imam, dinal, dan widya yang menemani selama
perkuliahan ini.

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 DAFTAR ISI

LEMBAR PERSETUJUAN........................................................................................... i
LEMBAR PENGESAHAN .......................................................................................... ii
LEMBAR PERNYATAAN ......................................................................................... iii
ABSTRAK ................................................................................................................... iv
ABSTRACT ................................................................................................................... vi
KATA PENGANTAR ............................................................................................... viii
DAFTAR ISI ................................................................................................................ ix
DAFTAR GAMBAR ................................................................................................... xi
DAFTAR TABEL ....................................................................................................... xii
BAB I PENDAHULUAN ............................................................................................. 1
1.1 Latar Belakang ............................................................................................... 1
1.2 Rumusan Masalah .......................................................................................... 3
1.3 Tujuan Penelitian ............................................................................................ 4
1.4 Batasan Masalah ............................................................................................. 4
BAB II TINJAUAN PUSTAKA................................................................................... 6
2.1 Profil Perusahaan ................................................................................................ 6
2.1.1 Visi, Misi, Tujuan ............................................................................................ 6
2.1.2 Struktur Organisasi .......................................................................................... 6
2.1.3 Profil Singkat ................................................................................................... 6
2.2 Penelitian Terdahulu ........................................................................................... 7
2.3 SIMANTA-PKN ................................................................................................. 8
2.4 Manajemen Layanan Teknologi Informasi ......................................................... 8
2.5 Evaluasi Maturity Level ...................................................................................... 9
2.6 IT Service Management (ITSM) ....................................................................... 10
2.7 Information Technology Infrastructure Library (ITIL) Versi 3 ....................... 10
2.8 Service Operation .............................................................................................. 12
2.8.1 Incident Management ..................................................................................... 13
2.8.2 Problem Management .................................................................................... 14
2.9 RACI MODEL .................................................................................................. 14
2.10 Maturity Model................................................................................................ 15

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 2.11 Analisa kesenjangan (GAP Analysis) .............................................................. 16
BAB III METODE PENELITIAN.............................................................................. 17
3.1 Tahap Penelitian ................................................................................................ 17
3.2 Studi Pendahuluan............................................................................................. 18
3.2.1. Studi Kelayakan ............................................................................................ 18
3.2.2 Studi Literatur ................................................................................................ 18
3.3 Pemetaan Domain ITIL V3 ............................................................................... 18
3.4 Pengumpulan Data ............................................................................................ 18
3.4.1 Metode Pengumpulan Data ............................................................................ 18
3.4.2 Pemetaan RACI (Responsible, Accountable, Consulted, Informed) .............. 19
3.5 Pengolahan dan Analisis Data ........................................................................... 22
3.6 Rekomendasi dan Laporan Hasil Penelitian ..................................................... 25
BAB IV HASIL DAN PEMBAHASAN .................................................................... 26
4.1 Pengumpulan Data ............................................................................................ 26
4.2 Hasil Observasi ................................................................................................. 28
4.2.1 Pemetaan RACI Chart .................................................................................... 28
4.3 Hasil Pengamatan Sistem .................................................................................. 29
4.4 Hasil Kuesioner ................................................................................................. 33
4.4.1 Hasil Kuesioner Domain Service Operation .................................................. 33
4.4.2 Hasil Kuesioner Domain Continual Service Improvement ............................ 43
4.5.1 Analisis Maturity Level Domain Service Operation ...................................... 50
4.5.2 Analisis Maturity Level Domain Continual Service Improvement ................ 61
BAB V KESIMPULAN DAN SARAN ...................................................................... 71
5.1 Kesimpulan ....................................................................................................... 71
DAFTAR PUSTAKA ................................................................................................. 72
LAMPIRAN ................................................................................................................ 74

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 DAFTAR GAMBAR
Gambar 1 Struktur Organisasi Prodi Teknik Informatika ............................................. 6
Gambar 2 ITIL V3 Service Lifecycle .......................................................................... 11
Gambar 3 Alur Penelitian............................................................................................ 17
Gambar 4 Homepage SIMANTA ............................................................................... 29
Gambar 5 Dashboard SIM-PKN ................................................................................. 29
Gambar 6 Form Login................................................................................................. 30
Gambar 7 Tampilan Menu Profile .............................................................................. 30
Gambar 8 Tampilan Form Pengajuan Proposal PKN ................................................. 31
Gambar 9 Tampilan Menu Panduan ........................................................................... 31
Gambar 10 Tampilan Video Panduan SIM-PKN........................................................ 32
Gambar 11 Tampilan Laporan Harian ........................................................................ 32
Gambar 12 Tampilan Upload Nilai ............................................................................. 33
Gambar 13 Diagram Chart Service Operation ...........................................................61
Gambar 14 Diagram Chart Continual Service Improvement …………………………..70

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 DAFTAR TABEL
Tabel 1 Maturity Level ITIL ......................................................................................... 9
Tabel 2 Rancangan Kuesioner .................................................................................... 19
Tabel 3 Maturity Level Service Operation.................................................................. 19
Tabel 4 Aktivitas Domain Service Operation ............................................................. 20
Tabel 5 Perhitungan Maturity Level ........................................................................... 22
Tabel 6 Analisa Maturity Level dan Tingkat Kesenjangan ........................................ 24
Tabel 7 RACI Chart Service Operation ...................................................................... 28
Tabel 8 RACI Chart Continual Service Improvement ................................................ 28
Tabel 9 Kuesioner Domain Service Management as a Practice ................................. 33
Tabel 10 Kuesioner Domain Service Operation Principle .......................................... 34
Tabel 11 Kuesioner Domain Service Operation Processes ......................................... 36
Tabel 12 Kuesioner Domain Common Service Operation Activities ......................... 38
Tabel 13 Kuesioner Domain Organizing Service Operation ...................................... 40
Tabel 14 Kuesioner Domain Service Operation Technology Considerations ............ 41
Tabel 15 Kuesioner Domain Service Operation Technology Considerations ............ 42
Tabel 16 Kuesioner Domain Service Management As a Practice .............................. 43
Tabel 17 Kuesioner Domain CSI Principles ............................................................... 44
Tabel 18 Kuesioner Domain CSI Processes ............................................................... 45
Tabel 19 Kuesioner Domain CSI Method and Techniques ........................................ 46
Tabel 20 Kuesioner Domain Organizing CSI ............................................................. 48
Tabel 21 Kuesioner Domain CSI Technology and Considering ................................. 48
Tabel 22 Kuesioner Domain Implementing CSI......................................................... 49
Tabel 23 Analisis Service Management as a Practice ................................................. 50
Tabel 24 Analisis Service Operation Principle ........................................................... 51
Tabel 25 Analisis Service Operation Processes .......................................................... 53
Tabel 26 Analisis Common Service Operation Activities .......................................... 55
Tabel 27 Analisis Organizing Service Operation........................................................ 57
Tabel 28 Analisis Service Operation Technology Consideration ............................... 58
Tabel 29 Analisis Implementing Service Operation ................................................... 59
Tabel 30 Nilai Rata-Rata Service Operation ............................................................... 60
Tabel 31 Analisis Service Management as a Practice ................................................. 61
Tabel 32 Analisis CSI Principles ................................................................................ 62
Tabel 33 Analisis CSI Processes ................................................................................. 63
Tabel 34 Analisis CSI Method and Techniques .......................................................... 65
Tabel 35 Analisis Organizing CSI .............................................................................. 67
Tabel 36 Analisis CSI Technology and Considering .................................................. 68
Tabel 37 Analisis Implementing CSI .......................................................................... 69
Tabel 38 Rata-Rata Continual Service Improvement ................................................. 69

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