Analisis Manajemen Insiden dan Masalah Pada Helpdesk Terhadap Perbaikan Kualitas Pelayanan Publik Berdasarkan Framework ITIL V4 (Studi Kasus: Dispendukcapil Kota Kediri)

Analysis of Incident and Problem Management at the Helpdesk to Improve the Quality of Public Services Based On ITIL V4 Framework (Case Study: Dispendukcapil Kota Kediri)

Dinas Kependudukan dan Pencatatan Sipil Kota Kediri merupakan lembaga pemerintah yang menyediakan layanan dan optimalisasi teknologi dalam bidang administrasi kependudukan dan pencatatan sipil. Penelitian ini bertujuan untuk menganalisis dan mengukur capability level sehingga mengetahui GAP Analysis pada hepldesk terkait manajemen insiden dan masalah yang terjadi serta dapat memberikan rekomendasi aktivitas berdasarkan ITIL V4.

Dalam penelitian ini, pedoman yang digunakan peneliti adalah framework Information Technology Infrastructure Library (ITIL) versi 4 dimana framework ini telah banyak diadopsi oleh perusahaan/lembaga. Peneliti akan berfokus pada praktik manajemen insiden dan manajemen masalah yang terjadi pada helpdesk dan metode yang digunakan berupa wawancara, observasi, dan penyebaran kuesioner untuk menganalisis capability level assessment. Narasumber atau responden didapat berdasarkan RACI Model pada Dinas Kependudukan dan Pencatatan Sipil.

Hasil dari penelitian dapat berupa rekomendasi aktivitas (rancangan SOP) dan penilaian level kemampuan serta kesenjanagan yang terjadi dalam aktivitas manajemen insiden dan masalah. Menurut penelitian yang telah dilakukan, level kemampuan manajemen insiden dan masalah pada helpdesk di Dispendukcapil Kota Kediri berada pada level 3 (defined) dimana semua aktivitas telah didefinisikan, didokumentasikan, distandarisasi, dan terintegrasi bersama. Dari hasil penilaian ini, Aktivitas manajemen insiden dan masalah pada helpdesk di Dispendukcapil Kota Kediri belum memenuhi harapan penulis berdasarkan framework ITIL V4, namun insiden dan masalah yang terjadi telah dikelola dengan baik.

Kata Kunci: Manajemen Insiden, Manajemen Masalah, Helpdesk, Pelayanan Publik, ITIL V4, Capability Level, GAP Analysis

The Kediri City Population and Civil Registration Service is a government agency that provides services and optimizes technology in the field of population administration and civil registration. This research aims to analyze and measure capability levels so that we can find out the GAP analysis on the helpdesk related to the management of incidents and problems that occur and can provide recommendations for activities based on ITIL V4. 

In this research, the guidelines used are the Information Technology Infrastructure Library (ITIL) framework version 4, where this framework has been widely adopted by companies/ institutions. Researchers will focus on incident management practices and problem management that occur at the helpdesk and the methods used include interviews, observations and distributing questionnaires to analyze capability level assessments. Sources or respondents were obtained based on the RACI Model at the Population and Civil Registration Service.

The results of the research can be in the form of activity recommendations (designed SOP) and an assessment of the level of capabilities and gaps that occur in incident and problem management activities. According to research that has been conducted, the level of incident and problem management capability at the helpdesk at the Kediri City Population and Civil Registration Department is at level 3 (defined) where all activities have been defined, documented, standardized and integrated together. From the results of this assessment, incident and problem management activities at the helpdesk at the Kediri City Population and Civil Registration Department have not met the author's expectations based on the ITIL V4 framework, however the incidents and problems that occurred have been managed well. 

Keywords: Incident Management, Problem Management, Helpdesk, public services, ITIL V4, capability level, GAP Analysis