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ITS » Master Theses » Manajemen Teknologi Informasi-S2 MMT
Posted by anis at 03/01/2007 17:05:10  •  8737 Views


PERANCANGAN MANAJEMEN OPERASIONAL TEKNOLOGI INFORMASI DAN PENGUKURAN KINERJA DI BAGIAN TELECOMMUNICATION AND NETWORK PT CALTEX PACIFIC INDONESIA

DESIGNING INFORMATION TECHNOLOGY OPERATION AND PERFORMANCE MEASUREMENT MANAGEMENT IN TELECOMMUNICATION AND NETWORK DIVISION OF PT CALTEX PACIFIC INDONESIA

Author :
ADI, PAMBUKA VITA 




ABSTRAK

Secanggih apapun sistem aplikasi maupun sistem kolaborasi yang dimiliki perusahaan tidak akan berdaya guna maksimal tanpa adanya infrastruktur telekomunikasi dan jaringan yang bisa diandalkan. Kasus terganggunya kegiatan pelanggan akibat matinya jasa pelayanan telekomunikasi dan jaringan di PT Caltex Pacific Indonesia Caltex kadang terjadi. Meskipun para teknisi bagian Telecommunication and Network selalu bekerja cepat berusaha untuk mengembalikan ke kondisi normal namun penggunaan suatu sistem manajemen untuk menghasilkan operasi yang stabil handal dan bebas dari masalah diperlukan untuk meningkatkan kinerjanya. Berangkat dari keinginan untuk melakukan perbaikan kualitas pelayanan melalui pendekatan yang ilmiah dan komprehensif namun sederhana dan praktis dilakukan telaah dengan konsep manajemen operasional teknologi informasi dan pengukuran di bagian Telecommunication and Network Caltex. Penelitian diawali dengan mengolah data yang tersedia yaitu data permasalahan yang berhubungan dengan jasa pelayanan telekomunikasi dan jaringan yang disimpan dalam sistem HP Open View Service Desk yang dipergunakan tim IT Helpdesk. Data diolah untuk mendapatkan prioritas kepentingan sistem mendapatkan sumber gangguan dan proses pencegahan yang perlu dilakukan. Selanjutnya dengan metodologi Manajemen Operasional yang unggul dibangun proses-proses baku menuju keunggulan operasional yang stabil handal dan bebas dari down time. Dan terakhir dengan paradigma balanced score card dibangun suatu sistem key performance indicator sebagai acuan operasional dan pemantauan. Hasil akhir penelitian ini akan berupa rekomendasi secara rinci proses operasi yang sempurna dan ukuran kinerja operasional teknologi informasi telekomunikasi dan jaringan yang selaras dengan strategi bisnis dan dimengerti dengan gampang oleh seluruh pihakyang berkepentingan.


ABSTRACT

Without reliable telecommunication and network infrastructure the sophisticated application and collaboration system will not contribute as expected. Some times un-schedule downtime happened in telecommunication and network infrastructure operated and used by PT Caltex Pacific Indonesia Caltex. Although the technicians and engineers work in Telecommunication and Network division always work very fast to solve the problem but the use of management for maintaining stable reliable and trouble-free operations is needed to improve the performance. Based on the desire to improve the service performance with comprehensive and scientific approach in a simple and practical way research will be done by implementing information technology management and performance measurement management approach in the Telecommunication and Network division PT Caltex Pacific Indonesia. Research was started by analyzing the availablet telecommunication and network problem related data from HP Open View Service Desk system used by IT Helpdesk as IT Caltex single point of contact for any IT related problem. The data were analyzed to prioritize the available services source of problem and determine the processes that need to be improved. After that by using IT Operation Management method the available processes were analyzed to develop standard management processes to achieve operation excellence in IT Telecommunication and Network division. By using balanced score card approach it was developed Key Performance Indicator as our management system that enables IT team to clarify their vision and strategy and translate them into action. The final result of this research are detail recommendations of Excellence operation process and key performance indicator IT Telecommunication and Network operation that related to business strategic and well known by the stakeholders.



KeywordsManajemen operasi teknologi informasi ; ukuran kinerja ; telekomunikasi dan jaringan.
 
Subject:  Manajemen sistem informasi
Contributor
  1. Ir. Aris Tjahyanto M.Kom
Date Create: 03/01/2007
Type: Text
Format: pdf ; 137 pages
Language: Indonesian
Identifier: ITS-Master-3100006026327
Collection ID: 3100006026327
Call Number: 658.403 801 1


Source
Theses Technology Management RTMT 658.403 801 1 Adi p, 2005

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Copyright @2005 by ITS Library. This publication is protected by copyright and permission should be obtained from the ITS Library prior to any prohibited reproduction, storage in a retrievel system, or transmission in any form or by any means, electronic, mechanical, photocopying, recording, or likewise. For information regarding permission(s), write to ITS Library




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