PERANCANGAN SISTEM MANAJEMEN INSIDEN LAYANAN TI PADA PT. POS INDONESIA KOTA BALIKPAPAN
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Abstract
PT. Pos Indonesia Kota Balikpapan merupakan perusahaan yang bergerak di bidang jasa kurir, logistik, dan transaksi keuangan. Pos Indonesia menggunakan teknologi informasi dalam mendukung kegiatan operasional. Layanan TI yang digunakan pada Pos Indonesia sebagai batasan dalam penelitian ini yaitu Ipos, Pos Giro Mobile (PGM), E-pod, Sistem Informasi Akuntasi (SIK), SIM SDM, wahananposindonesia dan Website posindonesia. Masing-masing layanan TI pada Pos Indonesia Balikpapan belum terkelola dengan baik dan hal ini ditunjukan pada belum adanya sistem informasi yang berhubungan dengan Manajemen Layanan TI. Oleh karena itu, perlu dilakukannya perancangan sistem manajemen insiden layanan TI dengan menggunakan kerangka kerja Information Technology Infrastructure Library (ITIL) yang merupakan best practice untuk menghasilkan layanan TI yang berkualitas. Penelitian ini berfokus pada proses incident management agar dapat mengelola layanan TI secara efisien dan efektif serta merancang Sistem Manajemen Insiden pada Pos Indonesia Kota Balikpapan. Hasil penelitian ini berupa rancangan prototipe sistem manajemen insiden pada PT. Pos Indonesia Kota Balikpapan.
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