Muhammad Fiqhi Darmawan, - (2016) Penyusunan Dokumen Tata Laksana Pengelolaan Manajemen Insiden Menggunakan Itil V3 Dan Cobit 5 Untuk Perusahaan Cargo. Skripsi thesis, UNIVERSITAS AIRLANGGA.

Text (FULLTEXT) KKC KK ST SI 53 18 Dar P.pdf Download (41MB)

Abstract

IT incident is an interruption or reduction in the quality of IT services. To keep the IT business processes remain in the normal state after an incident happened, management of the incident is required. One of the mechanisms that can be applied to improve the management of incident management is to use Incident Management service. Incident Management is a mechanism that made to resolve an incident. So as to be able to manage the incident properly, it needed an IT governance. IT governance is the preparation of the document referred incident management governance. This research aims to create a reference document in the form of incident management governance framework that refers to the Incident Management ITIL and COBU 5 DSS 02 Manage Service Request and Incidents. Preparation incident management operating procedure document carried out in three stages. The first stage is the preparation of a operating procedure document comprising the steps of a list of Incident Management ITIL and COBU 5 DSS 02 activities, activity mapping stage, and activity combining stage. The second stage is governance documents adjustment comprising the step of needs identifying and activity actor mapping stage. The third stage is incident management governance document verification. Verification is done by taking a case study in PT. Freight Express Indonesia, verification is done by interviewing each activity on the role of incident management at PT. Freight Express Indonesia. After verification, the next stage is to repair the governance document. The results of this study is incident management operating procedure document. The verification results show that there are six roles that will be managing the incident. IT Support 29 activities, IT Manager 9 activities, IT Programmer 7 activities, General Manager 7 activities, Operational Manager 7 activities and Head of Human Resource 1 activity.

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