<![CDATA[Abstract - Increasing the role of IT as an enabler in the field of business is directly proportional to the increase in investment that accompanied the big increase in expenses. Indicators of success of IT service excellence that is available, reliable and accurate is expected to realize the company's objectives in providing services to the end user in accordance with the ITIL V3 framework. As a company oriented to the customer, the service's performance is affected by the IT processes that exist, This study aims to improve IT services in the Department of Technical Service and Helpdesk Support according to the CSI survey results that do not meet the company's target. To measure the maturity of the process of survey of IT processes and perform gap analysis using the fishbone diagram and map the processes using ITIL V3 framework. The results of this study of activity on IT services, service desk activities and KPI proposed for department Technical Service and Helpdesk Support. Keywords: IT Services, CSI, ITIL V3 2011, KPI Abstrak-Peningkatan peran TI sebagai enabler dalam bidang bisnis berbanding lurus dengan peningkatan investasi yang diiringi peningkatan pengeluaran biaya yang besar. Indikator keberhasilan layanan TI yang prima yaitu available, handal dan akurat diharapkan dapat mewujudkan tujuan perusahaan dalam memberikan layanan kepada end user sesuai dengan kerangka kerja ITIL V3 2011. Sebagai perusahaan yang berorientasi kepada pelangan, kinerja layanan dipengaruhi oleh proses-proses TI yang ada saat ini. Penelitian ini bertujuan untuk meningkatkan layanan TI di Departemen Technical Service and Helpdesk Support sesuai dengan hasil survey CSI yang belum memenuhi target perusahaan. Untuk mengukur kematangan proses dilakukan survey proses TI dan melakukan gap analisis menggunakan fishbone diagram serta memetakan kondisi proses menggunakan kerangka kerja ITIL V3 2011. Hasil penelitian ini berupa rekomendasi aktivitas layanan TI, aktivitas service desk dan rekomndasi KPI untuk departemen Technical Service and Helpdesk Support. Kata kunci: Layanan TI, CSI, ITIL V3 2011, KPI]]>
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