• Tidak ada hasil yang ditemukan

Sukristiyanti - SGU Repository

N/A
N/A
Protected

Academic year: 2023

Membagikan "Sukristiyanti - SGU Repository"

Copied!
2
0
0

Teks penuh

(1)

IMPROVEMENT OF SERVICE OPERATION CAPABILITY IN XYZ BANK OF “CASH MANAGEMENT’ BY USING

IT SERVICE MANAGEMENT Page 57 of 61

Sukristiyanti REFERENCES

Budiman,Jusak, 2014, Creating IT support policy on handling of Incident to meet IT governance Target.SGU.

Alter, S. 2010, Viewing Systems as Services: A Fresh Approach in the IS Field, Communications of the Association for Information Systems, Vol. 26, Article 11.

Arikunto, SuharsimidanSafrudin, Cepi Abdul Jabar.2010. Evaluasi Program Pendidikan. Jakarta:

BumiAksara.

Bardhan I. et al., (2010), An Interdisciplinary Perspective on IT Services Management and Service Science, Journal of Management Information Systems, Spring 2010, Vol. 26, No. 4, pp. 13–64 Blokdijk, Gerard. 2008. ITIL IT Service Management. 100 Most Asked Questions on IT Service

Management and ITIL Foundation Certification, Training and Exams. Queensland: Emereo Publishing

Cots, Santi. 2011. Implementing ISO 20000: Proposal from the learned lessons

De Haes, S. &Grembergen, W.V. 2004.IT Governance and Its Mechanisms.Information System Control Journal, Vol 1: 1

Fathoni. 2009. AnalisisKualitasLayananSistemInformasiMenggunakanMetodeServqual. Konferen- siNasionalSistemdanInformatika. Bali: KNS & I09-034

Herdiansyah, Haris. 2011. MetodologiPenelitianKualitatif: UntukIlmu-IlmuSosial, Jakarta: Salem- baHumanika,

Jäntti, Marko.,Shrestha, Anupdan Cater-Steel, Aileen. 2012. Towards an Improved IT Service Desk System and Processes: A Case Study. International Journal on Advances in Systems and Measurements, vol 5 no 3 & 4

Keown et al. 2005.Financial Management.10th edition. New Jersey: Pearson Education Inc.

Menken, Ivanka. 2009. The Art of Stress free IT Management. The Art of Service, Brisbane Moyer, R. Charles., James R. McGuigan, and Ramesh P. Rao, 2012, Contemporary Financial

Management, South Western, USA

(2)

IMPROVEMENT OF SERVICE OPERATION CAPABILITY IN XYZ BANK OF “CASH MANAGEMENT’ BY USING

IT SERVICE MANAGEMENT Page 58 of 61

Sukristiyanti

Niemann, M. et al. 2010, Structuring SOA Governance, International Journal on IT/Business

Alignment and Governance, 1(1), 58-75.

O’Dwyer, Tristan K. 2014, A Revised Model for The Implementation of The ITIL Incident Man- agement Process in Broadcast Technology Operations, International Journal of Information Technology and Business Management 29th June 2014. Vol.26 No.1

Rahadi.2007. PerananTeknologiInformasidalamPeningkatanPelayanan di SektorPub- lik.SeminarNasionalTeknologi, Yogyakarta, ISSN : 1978 – 9777

Shang, Shari S. C. dan Lin, Shu-Fang.2010, Barriers to Implementing ITIL-A Multi-Case Study on the Service-based Industry.Contemporary Management Research Vol. 6, No. 1, March 2010 Strauss, Anselm dan Corbin, Juliet. 2009. Dasar-DasarPenelitianKualitatif; Tata

LangkahdanTeknik-TeknikTeoritisasi Data, Yogyakarta: PustakaPelajar Sudana, IM. 2009. ManajemenKeuanganTeoridanPraktik. AUP, Surabaya

Sugiyono. 2011. MetodePenelitianKombinasi (Mixed Methods). Bandung: Alfabeta Sugiyono, 2008.MetodePenelitianKuantitatif ,Kualitatif, dan R&D, Bandung: Alfabeta,

Sweeney, R. 2010, Achieving Service-Oriented Architecture: Applying an Enterprise Architecture Approach, Published by John Wiley & Sons, Inc., Hoboken, New Jersey

Taghva, Mohammad Reza., Mohammad TaghiTaghavifarddanFoadFasihi. 2016. Evaluation of ITSevice Management Based on ITIL Framework in Banks of Industry and Mine (Service Op- eration Processes). Asian Journal of Information Technology 15(2) 169-177, 2016

Talla, M danValverde, R. 2013.An Implementation of ITIL.International Journal of Information and Electronics Engineering, Vol. 3, No. 3: 334

van Bon, J., ed. 2003. IT Service Management: An Introduction. Van Haren Publishing Wijaya, Tony. 2011. ManajemenKualitasJasa. PT IndeksKembangan, Jakarta

Referensi

Dokumen terkait

MAJOR STRATEGIES AND TRADE POLICY REFORMS To achieve a respectable share of 5 per cent in World exports, India’s export growth rate CAGR has to be around 26.5 per cent for at least 5