ANALISIS MANAJEMEN INSIDEN DAN PROBLEM LAYANAN IT PADA BALITBANG JATIM

Saat ini banyak sekali organisasi pemerintahan yang telah menggunakan layanan IT sebagai sarana pendukung operasional, salah satunya yaitu Balitbang Jatim. Balitbang Jatim sendiri menggunakan layanan IT seperti beberapa aplikasi website seperti layanan data arsip digital inovasi dan teknologi dan beberapa layanan IT lainya untuk untuk mendukung operasional dan terdapat layanan jaringan internet dan asset IT berupa komputer dan Server. Dari layanan tersebut tidak luput dari gangguan beberapa Insiden layanan IT seperti Server error, Internet trouble, atau Insiden yang terjadi pada Asset IT. namun pengelolaan Insiden dan Problem layanan IT belum didasari dengan standar manajemen layanan IT yang sesuai standar, sehingga banyak ditemukan masalah dalam layanan IT tersebut. Tujuan penelitian ini untuk menganalisis manajemen Insiden dan Problem pada layanan IT di Balitbang Jatim dan memberikan rekomendasi aktivitas manajemen Insiden dan Problem layanan IT yang sesuai standar menggunakan kerangka kerja ITIL V4 Service Management Practices. Alasan menggunakan kerangka kerja ini karena ITIL merupakan kerangka kerja best practice yang telah banyak diimplementasikan oleh banyak perusahaan. Penelitian ini menggunakan metode kualitatif dan pendekatan induktif untuk mengetahui kondisi manajemen layanan IT yang saat ini berjalan. Dan mendapatkan hasil berupa rekomendasi aktivitas yang sesuai dengan standar manajeman layanan IT seperti prosedur Incident Management dan Problem Management dan dokumen pendukung.

Currently, there are many government organizations that have used IT services as a means of operational support, one of which is the East Java Balitbang. Balitbang Jatim itself uses IT services such as several website applications such as digital archive data services, innovation and technology and several other IT services to support operations and there are internet network services and IT assets in the form of computers and servers. These services do not escape the disruption of several IT service incidents such as server errors, Internet troubles, or incidents that occur in IT assets. However, the management of IT service Incidents and Problems has not been based on standard IT service management standards, so many problems are found in the IT services. The purpose of this study is to analyze Incident and Problem management in IT services at Balitbang East Java and provide recommendations for incident and problem management activities for IT services that are standardized using the ITIL V4 Service Management Practices framework. The reason for using this framework is because ITIL is a best practice framework that has been implemented by many companies. This study uses a qualitative method and an inductive approach to determine the current state of IT service management. And get results in the form of activity recommendations in accordance with IT service management standards such as Incident Management and Problem Management procedures and supporting documents.