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ITIL 2011: Maturity Level of Service Operation Rekha Bella Novia; Wella .
IJNMT (International Journal of New Media Technology) Vol 6 No 1 (2019): IJNMT (International Journal of New Media Technology)
Publisher : Universitas Multimedia Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1391.345 KB) | DOI: 10.31937/ijnmt.v6i1.1058

Abstract

Service quality is a measurement from users’ hope to the company in fulfilling their needs and desires also service delivery accuracy. Technology and information services can help the company in supporting the company’s business operations. Therefore, the company needs to apply ITSM (Information Technology Service Management) as an operational approach of technology and information services to keep the service quality in the company. The framework that is focusing on providing technology and information services which can be used as a guide is the ITIL framework (Information Technology Infrastructure Library). This research is conducted at PT Pertamina (Persero). The research is conducted using the 2011 ITIL framework on Domain Service Operation with 5 processes in it which are Incident Management, Request Fulfillment, Event Management, Access Management, and Problem Management. The methods that are used in this research are interview and questionnaires. This research is conducted based on research steps by Gallegos 2008, which consist of 5 steps such as the planning, the field checking, the report, and the follow-up. Based on the research conducted there are three processes that are stopped at level 1 which is Incident Management with score 62.54%, Problem Management with score 79.08% and Request Fulfillment with score 81.09%. Meanwhile, on the Access Management process achieve 86.00% and Access Management is stopped at level 2 with score 77,23%.
Evaluasi Kualitas Manajemen Mutu pada PT Intikom Berlian Mustika dengan menggunakan ISO 9001:2015 Vera .; Wella .
ULTIMA InfoSys Vol 10 No 1 (2019): Ultima InfoSys : Jurnal Ilmu Sistem Informasi
Publisher : Universitas Multimedia Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (2339.329 KB) | DOI: 10.31937/si.v10i1.1057

Abstract

Quality Management System is crucial for companies to improve the quality of products and services produced by the companies. Therefore, companies need to gain international recognition to make the companies has a quality and good system in accordance with predetermined standards. This study uses ISO 9001:2015 as the international standard on quality management and applies in Intikom, whereas Intikom has never conducted an evaluation of the quality management system and found the employee performance is decreased recently. Due to these problems, it is necessary to evaluate and make recommendations that can be used as a guide. Evaluation of the quality management system refers to clause 4 to clause 10 of ISO 9001:2015. The used data collection technique is performing interviews to IT managers and quality management system staffs and distributing 107 questionnaires to 50 respondents for 10 divisions. The results of questionnaire were processed using the Likert scale the overall result is processed using the maturity model. The results obtained from this study of using ISO 9001: 2015 as quality standards find out that Intikom is at 4th level, which represents managed and measurable. Intikom has reached the desired target. Intikom it is ready to apply ISO 9001: 2015 and needs to improve the employee performance and products and services in order to increase to the 5th level.