Pemanfaatan Metode ITIL V3 Domain Service Design Dalam Menganalisis Manajemen Layanan E-Learning Universitas Semarang

Abstract

Abstrak Metode untuk menganalisis manajemen layanan dari E-Learning salah satunya dengan menerapkan framework information technology infrastructure library (ITIL). ITIL V3 bertujuan meningkatkan kepuasan pengguna terhadap layanan TI. Penelitian mengenai ITIL V3 mencakup pembahasan dari lingkup keseluruhan domain. Dalam penelitian ini dibahas domain service desain untuk meningkatkan manajemen layanan SI/TI dengan objek penelitian yaitu E-Learning Universitas Semarang, hal itu diharapkan dapat mengelola manajemen layanan yang lebih efektif, efisien, dan sesuai yang dibutuhkan penggunanya. Penelitian ini dimulai dari identifikasi masalah, studi literatur, penyusunan kuesioner, pengumpulan data dan informasi. Melakukan analisis data pada Service Design sistem informasi/tekniologi informasi dengan mengadopsi kerangka kerja ITIL V3 service design, serta melakukan verifikasi terhadap data layanan. Hasil penelitian ini terdapat proses aktivitas dari domain service design meliputi Service Catalog Management, Service Level Management, Capacity Management, Availability Management, IT Service Continuity Management, dan Information Security Management, dan Supplier Management. Verifikasi hasil desain layanan dilakukan melalui kombinasi checklist service design ITIL V3 dan wawancara. Checklist digunakan guna mengonfirmasi bahwa seluruh proses sudah dijalankan sesuai kerangka dari Service Design dalam ITIL V3. Selanjutnya, dilakukan proses wawancara dengan tim pengelola E-Learning untuk memastikan hasil desain apakah telah memenuhi kebutuhan pengelola e-lerning Universitas Semarang berdasarkan analisis sebelumnya atau belum. Kata kunci: ITIL, service design, E-Learning   Abstract [Utilization of ITIL V3 Domain Service Design Method in Analyzing E-Learning Management at Semarang University] One method for analyzing service management from E-Learning is by implementing the information technology infrastructure library (ITIL) framework. ITIL V3 aims to improve user satisfaction with IT services. Research on ITIL V3 includes a discussion of the scope of the entire domain. This study discusses the service design domain to improve IS/IT service management with the object of research, namely E-Learning Universitas Semarang, it is expected to be able to manage service management more effectively, efficiently, and according to the needs of its users. This research starts from problem identification, literature study, questionnaire preparation, data and information collection. Conducting data analysis on the Service Design of information systems/information technology by adopting the ITIL V3 service design framework, and verifying service data. The results of this study include the activity process of the service design domain including Service Catalog Management, Service Level Management, Capacity Management, Availability Management, IT Service Continuity Management, and Information Security Management, and Supplier Management. Verification of service design results is carried out through a combination of the ITIL V3 service design checklist and interviews. The checklist is used to confirm that the entire process has been carried out according to the Service Design framework in ITIL V3. Next, an interview process was carried out with the E-Learning management team to ensure whether the design results had met the needs of the e-learning management of Semarang University based on the previous analysis or not. Keywords: ITIL, service design, E-Learning