service management maturity framework

Top PDF service management maturity framework:

http://ijcsi.org/papers/IJCSI 9 6 1 150 159.

http://ijcsi.org/papers/IJCSI 9 6 1 150 159.

From the analysis on Figure 4, it can be concluded that although NDIT in MJTL hadn’t implemented the service standard using ITIL framework to the user, NDIT had implemented the methodologies in sub domain Service Portfolio Management (SPM) in developing short-term and long-term strategies toward IS and IT services which had been included in Standard Operation Procedure (SOP) to achieve the goals and vision and mission of NDIT in MJTL. According to the manager of NDIT in MJTL, that strategy hadn’t been spread to all units because of the minimum number of human and financial resources that were used to invest in IS and IT infrastructure development. If it was connected to the real condition in MJTL, a finding showed that the service implemented in NDIT in MJTL was a report about IS and IT services which was produced and reported periodically. Besides that, all staffs that were responsible to give the service to IS and IT activities had been trained although their academic knowledge needed to be improved. The result from every service element and Maturity Level can be seen in Table 1 and Figure 5.
Baca lebih lanjut

10 Baca lebih lajut

 J00385

J00385

From the analysis on Figure 4, it can be concluded that although NDIT in MJTL hadn’t implemented the service standard using ITIL framework to the user, NDIT had implemented the methodologies in sub domain Service Portfolio Management (SPM) in developing short-term and long-term strategies toward IS and IT services which had been included in Standard Operation Procedure (SOP) to achieve the goals and vision and mission of NDIT in MJTL. According to the manager of NDIT in MJTL, that strategy hadn’t been spread to all units because of the minimum number of human and financial resources that were used to invest in IS and IT infrastructure development. If it was connected to the real condition in MJTL, a finding showed that the service implemented in NDIT in MJTL was a report about IS and IT services which was produced and reported periodically. Besides that, all staffs that were responsible to give the service to IS and IT activities had been trained although their academic knowledge needed to be improved. The result from every service element and Maturity Level can be seen in Table 1 and Figure 5.
Baca lebih lanjut

10 Baca lebih lajut

ANALISIS KEMATANGAN TATA KELOLA INFORMASI SERVICE DESK DAN INSIDEN DI YAYASAN PANGUDI LUHUR YOGYAKARTA

ANALISIS KEMATANGAN TATA KELOLA INFORMASI SERVICE DESK DAN INSIDEN DI YAYASAN PANGUDI LUHUR YOGYAKARTA

Improvement of service to the community demands performance, akuntanbilitas and transparency is a need for an institution, not only through the results of a product or service itself, but today are also included related service management processes. The research was conducted at the maturity analysis of the condition of the information technology governance service desk and incident. Process maturity measurement performed on the service desk and service management of the incident using COBIT 4.1 framework. Assessment is done by considering the maturity level of maturity COBIT attribute values which include: Awareness and Communication, Policies Standards and Procedures, Tools and Automation, Skill and Expertise, Responsibilities and Accountabilities, Goal setting and Measurement.
Baca lebih lanjut

12 Baca lebih lajut

Thessa Silviana Uli Manurung1 , Murahartawaty2 , Ridha Hanafi3

Thessa Silviana Uli Manurung1 , Murahartawaty2 , Ridha Hanafi3

Institute of Public Administration (IPDN) is an official highest institution under of Ministry of Home Affairs Indonesia that would have to planning and developing the use of IT, especially in the field of academic services in order to support the performance of an academicians in the institution. Based on IT Blueprint years 2015-2019 states adequacy analysis component of IT Governance is not adequate. It can be seen from the maturity level assessment has been done in IPDN obtained in level 1 or initial. From the analysis of this problem, so do that analyze funding priorities so that the risk analysis proposed a draft specific ITSM domain service design in framework ITIL Version 3. The design focused on two process in service design are service catalogue management and service level management. Results of the design in the form of Standard Operating Procedure (SOP) and documents SLR, SLA, OLA and Service Catalog. Results of this study are expected to be IPDN become the good development information for the sake of improvement and increase IT Service Management capabilities.
Baca lebih lanjut

7 Baca lebih lajut

PERANCANGAN APPLICATION MANAGEMENT DENGAN MENGGUNAKAN FRAMEWORK ASL

PERANCANGAN APPLICATION MANAGEMENT DENGAN MENGGUNAKAN FRAMEWORK ASL

Abstrak - Perkembangan teknologi informasi saat ini berperan penting dalam meningkatkan keunggulan bersaing. Teknologi informasi juga dapat meningkatkan efisiensi proses yang berlangsung. PT. Pos Indonesia sebagai perusahaan BUMN yang bergerak dibidang pelayanan publik yang menerapkan Good Corporate Governance dalam tata kelola Teknologi Informasi. Dari hasil audit yang telah dilakukan tingkat maturity level PT. Pos Indonesia sebesar 1,2. Dengan ini PT. Pos Indonesia berusaha meningkatkan keefektifan tata kelola teknologi informasi dibidang layanan kepada pelanggan. Dengan merancang tata kelola yang baik, diharapkan strategi bisnis perusahaan sejalan dengan TI dan infrastruktur agar kedepan nya dapat mencapai kualitas dukungan layanan TI yang terkelola. Application Service Library (ASL) merupakan framework application management yang dapat dijadikan best practices untuk membantu meningkatkan efektifitas dan efisiensi perusahaan.
Baca lebih lanjut

12 Baca lebih lajut

Analisis Maturity Level Proses Teknologi Informasi Menggunakan Framework COBIT 4.1 di BSI UMY

Analisis Maturity Level Proses Teknologi Informasi Menggunakan Framework COBIT 4.1 di BSI UMY

Pada hasil pengolahan data kuesioner maturity level pada proses TI DS5 di BSI UMY maka didapatkan nilai maturity level berada pada tingkat 2. Hal itu ditunjukkan bahwa BSI sudah ada tanggung jawab keamanan TI ditugaskan kepada koordinator keamanan TI tetapi hanya diberikan kewenangan yang terbatas kepada keamanan TI, mekanisme keamanan Sistem Informasi (SI) sudah dilakukan tetapi belum adanya proses analisa berkesinambungan terkair kegiatan SI yang sudah terjadi, kebijakan keamanan sudah mulai dikembangkan tetapi skill belum memenuhi sedangkan alat-alat pendukung sudah memadai, mekanisme pelaporan tidak terdokumentasi dengan baik dan pelatihan keamanan sudah tersedia tetapi dengan inisiatif individu.
Baca lebih lanjut

112 Baca lebih lajut

A Service Oriented Framework for Running (1)

A Service Oriented Framework for Running (1)

to calculate the complete set of information required in order to simulate the material. This, in turn, can be used to create the required input files. However, these approaches still do not directly meet several im- portant requirements. 1) The set of parameters required will vary de- pending on the type of calculation being performed. For example, the task of calculating the dielectric properties of a material require several parameters that can be ignored in the task of calculating the equation of state (EoS) for the same material. This means the input boxes to these questions that user must answer must be dynamically generated according to each task. 2) The framework should support different sim- ulation codes (e.g., CASTEP and SIESTA), which will require totally different input parameters.
Baca lebih lanjut

7 Baca lebih lajut

Service Desk Management System.

Service Desk Management System.

3. Berdasarkan kuesioner yang dibagikan, 85 % menyatakan bahwa Fitur problem membantu cv setiawan software dalam mengkategorikan kendala-kendala atau masalah yang solusi nya belum dapat ditemukan. Dengan fitur problem, CV setiawan software dapat mengurangi service request yang pernah terjadi. 4. Fitur knowledge base membantu CV Setiawan Software dalam membagi

21 Baca lebih lajut

Maturity Evaluation of Information Technology Governance in PT DEF Using Cobit 5 Framework

Maturity Evaluation of Information Technology Governance in PT DEF Using Cobit 5 Framework

process in PT DEF was based on capability level calculation which has a plenty gap. Purposes recomendations that may be used to increase the rate of every domain of COBIT 5 process, so it can be useful as fixing recommendation for companies. This research presents such prosedures to evaluate the process of IT governance in certain company asosiates with COBIT 5 framework. For upcoming study, researchers would compare results of IT governance audit between COBIT 4.1 and COBIT 5 which would apply in the companies.

9 Baca lebih lajut

A Service Oriented Framework for Running (2)

A Service Oriented Framework for Running (2)

gramming interfaces, defined service specifications, schemas, and configu- ration files. The framework can be instantiated to submit specific quantum mechanical simulation (e.g., CASTEP) jobs to a Grid from a Web browser with the required tasks managed and coordinated by the workflow without human interaction. The paper details analysis, design, and implementation of a prototype framework. In the test case, the prototype framework is in- stantiated to submit a CASTEP simulation job to available Grid resources in order to calculate the equation of state of a material.
Baca lebih lanjut

6 Baca lebih lajut

METRICS for IT Service Management

METRICS for IT Service Management

A good example of this is the Change Manager who is responsible for the Change Management process. One of the most important requirements for the implementation of IT Service Management along ITIL quality lines is an effective corporate sponsor. Change Management is always going to involve influence management, as so many different parties are involved. The Change Manager is responsible for final approval of changes, under advice. This is not always going to be a popular decision and there are opportunities for political, rather than business, considerations to come into play. The corporate sponsor is needed to provide the required support to the influence management of the Change Manager. This is possible if there is evidence that the Change Manager is doing a good job. Without metrics to prove it, this can be a matter of opinion and political undermining of the Change Manager becomes easier. Well chosen metrics for the Change Management process can help identifying organizational areas that are not as cooperative as they could be. Working with them to iron out any process difficulties can be made considerably easier by a strong executive sponsor.
Baca lebih lanjut

28 Baca lebih lajut

FRAMEWORK PENELITIAN KNOWLEDGE MANAGEMENT - repo unpas

FRAMEWORK PENELITIAN KNOWLEDGE MANAGEMENT - repo unpas

penelitian hanya dimungkinkan setelah peneliti memahami pengetahuan dan ruang persoalan KM. Metode yang dapat memandu pada tahap ini adalah metode kualitatif dengan teknik snowball sampling[15] untuk membantu peneliti dalam mengembangkan subjek penelitian. Selanjutnya, pemahaman mengenai hakikat pengetahuan dan KM akan lebih tepat jika dilakukan dengan mengacu pada berbagai pemikiran dari multi disiplin melalui pendekatan kualitatif. Pada tahap tertentu, SSM juga dapat digunakan sebagai metodologi untuk memodelkan KMS pada studi kasus tertentu, khususnya dalam menentukan problem definition (yakni menganalisis persoalan spesifik organisasi yang dapat diselesaikan dengan menerapkan KM), pengembangan model konseptual, dan model perubahan yang diinginkan dari real world yang sekarang. Dari berbagai literatur yang telah diperoleh dan dipelajari, sejauh ini belum ditemui sebuah framework atau metodologi yang secara eksplisit didedikasikan sebagai kerangka kerja penelitian KM sebagaimana yang dimaksud dalam kerangka kerja penelitian penelitian yang diusulkan. Tabel 1 pada lampiran memuat ringkasan dari beberapa pendekatan yang telah digunakan oleh beberapa penelitian terdahulu. 3.2. Penelitian Selanjutnya
Baca lebih lanjut

12 Baca lebih lajut

Analisis Strategi IT Service Management (1)

Analisis Strategi IT Service Management (1)

Untuk meningkatkan kualitas dan kuantitas layanan TI, Pusat Database BMKG telah menggunakan Service Desk . Service Desk adalah sebuah unit fungsional terdiri dari jumlah staf yang berdedikasi bertanggung jawab untuk menangani berbagai kegiatan pelayanan yang berkaitan dengan Teknologi Informasi. Permasalahan yang membayangi dalam peningkatan kualitas layanan ini adalah proses penanganan permasalahan yang tidak berstandar dan belum terintegrasi karena belum adanya suatu sistem yang khusus menangani masalah yang berkaitan dengan TI di Pusat Database BMKG yang membuat layanan kurang optimal dan bersifat parsial.
Baca lebih lanjut

36 Baca lebih lajut

Apress Building Spring 2 Enterprise Applications Aug 2007 ISBN 1590599187 pdf

Apress Building Spring 2 Enterprise Applications Aug 2007 ISBN 1590599187 pdf

For example, Hibernate is a popular open source framework released under the Lesser General Public License (LGPL). Hibernate is an ORM framework that uses relational databases to automati- cally read, save, and delete Java objects. It offers powerful features and uses JDBC behind the scenes to execute automatically generated SQL statements. But using Hibernate directly is often a painful experience because its resources must be managed by developers. Using Hibernate in an applica- tion server such as JBoss solves many of these problems, but ties applications to a restrictive programming model. Only the Spring Framework offers a consistent, noninvasive integration with Hibernate and other ORM frameworks.
Baca lebih lanjut

343 Baca lebih lajut

Kotler13_basic.ppt 103KB Aug 31 2008 08:53:08 PM

Kotler13_basic.ppt 103KB Aug 31 2008 08:53:08 PM

13-12 Gaps that Cause Unsuccessful Service Delivery  Gap between consumer expectation and management perception  Gap between management perception and service-quality specificatio[r]

16 Baca lebih lajut

Antara Teori dan Aplikasi Strategic Asset Management.

Antara Teori dan Aplikasi Strategic Asset Management.

Berkaitan dengan asset dan organisasi, saat ini telah banyak dibahas keterkaitan antara keberhasilan orgnasasi dengan strategic asset management. Secara definisi strategic asset management dapat disarikan sebagai berikut: The Strategic Asset Management Framework is an integrated policy strategy to improve asset management and capital investment across the State public sector, This Strategic Asset Management Framework is to be applied by general government agencies, public financial corporations and public non-financial corporations. (Australia Department of Treasury and Finance Government of Western Australia, 2005). Tahap-tahap dalam strategic asset management pada sector public meliputi : strategic asset plans, capital investment policy, maintenance policy, dan asset disposal policy.
Baca lebih lanjut

4 Baca lebih lajut

Usulan model tata kelola teknologi informasi pada domain plan and organise dengan menggunakan framework cobit 4.1

Usulan model tata kelola teknologi informasi pada domain plan and organise dengan menggunakan framework cobit 4.1

Abstract - PT Insan Persada as a company engaged in the field of waterproofing contractor with a broad scope of projects and many are located outside the city requires optimal IT involvement so the need for a mechanism appropriate IT governance standards . COBIT 4.1 framework provide solutions to implement IT governance model . This study focuses on the domain of the domain that washy and organisé PO4 ( determining the IT processes , organization and relationship ) , PO5 domains ( managing IT investments ) , PO7 domain ( IT human resource management ) , domain PO8 ( managing quality ) , and the domain PO9 ( assess and manage IT risks ) . This research using the method management awareness and maturity level in each domain of each PO4 , PO5 , PO7 , PO8 and PO9 . Based on calculations using the performance level of management awareness on PO4 domain has an average value of 1:22 ( approximately ) , PO5 domain with an average value of 1.90 ( moderate ) , PO7 domain with an average value of 1:46 ( approximately ) , with a mean value PO8 domain average 1.67 ( medium ) and PO9 with an average value of 1:38 ( approximately ) . While the calculation of the level of maturity assessment using the domain PO4 maturity level is 1 ( initial / ad hoc ) , PO5 domain is 2 (repeatable but intuitive ) , PO7 domain is 2 (repeatable but intuitive ) , PO8 domain is 2 (repeatable but intuitive ) and domain PO9 is 1 ( initial / ad hoc ) . From the results of these studies indicate each is still not optimal for each domain and each domain has a gap that must be addressed as a form of recommendation on the proposed
Baca lebih lanjut

6 Baca lebih lajut

Service Level Management, IT Governance

Service Level Management, IT Governance

persoalan yang terjadi serta ditunjang dengan pengembangan sarana dan prasarana litbang (laboratorium) [3]. Namun, kondisi saat ini belum adanya pengelolaan layanan teknologi informasi yang menunjang untuk memenuhi rencana strategis tersebut di PT. XYZ. Oleh karena itu, dibutuhkannya perancangan service design dalam IT Governance untuk membuat standar – standar layanan yang disampaikan oleh divisi IT PT. XYZ kepada user.

15 Baca lebih lajut

FOOD SERVICE MANAGEMENT FOOD SAFETY

FOOD SERVICE MANAGEMENT FOOD SAFETY

SANITATION • the application of a science to provide wholesome food processed, prepared, merchandised, and sold in a clean environment by healthy workers; • to prevent contaminatio[r]

89 Baca lebih lajut

Show all 10000 documents...