EVALUASI LAYANAN SISTEM INFORMASI TICKET MANAGEMENT MENGGUNAKAN COBIT 5 DAN ITIL V3 (STUDI KASUS: BADAN PENYELENGGARA JAMINAN SOSIAL(BPJS) KESEHATAN KANTOR CABANG PALEMBANG)

REYNALDI, ZIKRY and Indah, Dwi Rosa (2020) EVALUASI LAYANAN SISTEM INFORMASI TICKET MANAGEMENT MENGGUNAKAN COBIT 5 DAN ITIL V3 (STUDI KASUS: BADAN PENYELENGGARA JAMINAN SOSIAL(BPJS) KESEHATAN KANTOR CABANG PALEMBANG). Undergraduate thesis, Sriwijaya University.

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Abstract

This Study aims to evaluate the Ticket Management Information System services at BPJS Kesehatan Branch Office using COBIT 5 and ITIL V3 2011. It is known that one of the important aspects that need to be considered in implementing IT is that the services provided can support users performance to achieve the targets, vision and mission that have been determined by the company. One of them is the Ticket Management Information System which is so important for companies in reporting complaint tickets, but in its implementation there are still obstacles and there has never been a capability assessment before. Therefore it is necessary to measure the capability of the information system service process in order to improve monitoring and evaluation in the future. This study uses the COBIT 5 framework assisted by ITIL V3 2011 in determining the measured process. Based on the assessment, it was found that the current capability level (as-is) in the DSS01, DSS02, DSS03, DSS06 processes was on average at level 3 (established process), and produced an activity recommendation as a reference in service improvement and to move up to the expected capabilities level (to-be).

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: COBIT 5.0 dan ITIL V3 2011, service operation, domain DSS, Process assesment model
Subjects: T Technology > T Technology (General) > T1-995 Technology (General)
Divisions: 09-Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User: Zikry Reynaldi
Date Deposited: 20 Jan 2021 08:35
Last Modified: 20 Jan 2021 08:35
URI: http://repository.unsri.ac.id/id/eprint/40596

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