PT Putra Chandra Sentosa is a company engaged in food and packaging machinery. In the business process that runs in the customer service division, the process of recording service submissions by customer service is carried out using word processing software which has the potential for data accumulation and the search for information on service submissions to be slower. Customer service has difficulty dividing technicians' duties due to service status updates that are not real-time, and they have to wait for technicians to submit a letter of assignment after the visit. In addition to using conventional data processing, customers who complain about service results or technician attitudes make management feel they need feedback reports regarding customer satisfaction. This study aims to design a website that is useful to facilitate the search for service information, perform a balanced division of technician tasks and assist management in seeing customer satisfaction in the form of reports. The Helpdesk Ticketing website in this study has been developed using Website Development Life Cycle (WDLC) model with the Hypertext Preprocessor (PHP) programming language, Unified Modeling Language (UML) notation and MySQL database. The PHP programming language is used in this research because various operating systems can run it via a browser. This research produces a Helpdesk Ticketing website that can answer the needs of the company PT Putra Chandra Sentosa. This research also proves that the website can optimize business processes in recording service submissions compared to using word processing software
PT Putra Chandra Sentosa是一家从事食品和包装机械的公司。在客户服务部运行的业务流程中，客户服务部使用文字处理软件记录服务提交的过程，这可能会积累数据，并且搜索服务提交的信息会较慢。由于服务状态的更新不是实时的，客服很难划分技术人员的职责，他们不得不在拜访后等待技术人员提交任命书。除了使用传统的数据处理之外，抱怨服务结果或技术人员态度的客户使管理层感到他们需要关于客户满意度的反馈报告。本研究旨在设计一个网站，以方便查询服务资讯、均衡分配技术人员的工作，并协助管理层以报告的形式了解顾客的满意程度。本研究采用网站开发生命周期(WDLC)模型，以超文本预处理器(PHP)编程语言、统一建模语言(UML)符号和MySQL数据库开发了Helpdesk票务网站。本研究使用PHP编程语言，因为各种操作系统都可以通过浏览器运行它。这项研究产生了一个Helpdesk票务网站，可以回答公司PT Putra Chandra圣淘沙的需求。本研究也证明，与使用文字处理软件相比，网站在记录服务提交方面可以优化业务流程
{"title":"Analysis and Design of an Web-Based Ticketing Service Helpdesk at Food and Packaging Machinery Company","authors":"Jansen Wiratama, F. Tobing","doi":"10.31937/si.v13i1.2656","DOIUrl":"https://doi.org/10.31937/si.v13i1.2656","url":null,"abstract":"PT Putra Chandra Sentosa is a company engaged in food and packaging machinery. In the business process that runs in the customer service division, the process of recording service submissions by customer service is carried out using word processing software which has the potential for data accumulation and the search for information on service submissions to be slower. Customer service has difficulty dividing technicians' duties due to service status updates that are not real-time, and they have to wait for technicians to submit a letter of assignment after the visit. In addition to using conventional data processing, customers who complain about service results or technician attitudes make management feel they need feedback reports regarding customer satisfaction. This study aims to design a website that is useful to facilitate the search for service information, perform a balanced division of technician tasks and assist management in seeing customer satisfaction in the form of reports. The Helpdesk Ticketing website in this study has been developed using Website Development Life Cycle (WDLC) model with the Hypertext Preprocessor (PHP) programming language, Unified Modeling Language (UML) notation and MySQL database. The PHP programming language is used in this research because various operating systems can run it via a browser. This research produces a Helpdesk Ticketing website that can answer the needs of the company PT Putra Chandra Sentosa. This research also proves that the website can optimize business processes in recording service submissions compared to using word processing software","PeriodicalId":309539,"journal":{"name":"Ultima InfoSys : Jurnal Ilmu Sistem Informasi","volume":"16 6","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-08-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"120988916","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Due to the prospects for financial gain, forex is always attractive to many people. However, because forex market analysis is not simple, a computer is needed to assist in creating predictions using features that are understandable to people. This study employs the Multilinear Regression technique to identify these kinds of features. The features and prediction target have a very strong correlation. With a very low RMSE and a very high R square, the prediction quality is quite outstanding. The outcome will help academics in the forex field use machine learning algorithms to make better predictions.
{"title":"Finding Features of Multiple Linear Regression On Currency Exchange Pairs","authors":"R. Oetama, F. Gaol, B. Soewito, H. Warnars","doi":"10.31937/si.v13i1.2683","DOIUrl":"https://doi.org/10.31937/si.v13i1.2683","url":null,"abstract":"Due to the prospects for financial gain, forex is always attractive to many people. However, because forex market analysis is not simple, a computer is needed to assist in creating predictions using features that are understandable to people. This study employs the Multilinear Regression technique to identify these kinds of features. The features and prediction target have a very strong correlation. With a very low RMSE and a very high R square, the prediction quality is quite outstanding. The outcome will help academics in the forex field use machine learning algorithms to make better predictions.","PeriodicalId":309539,"journal":{"name":"Ultima InfoSys : Jurnal Ilmu Sistem Informasi","volume":"12 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-08-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129608758","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Gilbert Frans Wijaya, Nabila Rizky Oktadini, Putri Eka Sevtiyuni, M. A. Buchari
— The Software Engineering and Information System Laboratory of Sriwijaya University is in charge of building a technology-based system, in accordance to the strategic objectives of Sriwijaya University which prioritizes the principles of Good governance. To support laboratory operations, a management information system is needed to improve efficiency in planning, managing and reporting. The purpose of this research is to develop a laboratory management information system that adheres to the principles in the SNI ISO/IEC 17025:2017 standard. The software was developed using the Framework for the Application System Thinking (FAST). In the requirement analysis phase, an in-depth study was carried out to formulate requirements in accordance with the principles in the SNI ISO/IEC 17025:2017 clause control standard. In the end, a Laboratory MIS was successfully developed using this approach. It improves laboratory performance, so that capable to provide better services
{"title":"Adoption of SNI ISO/IEC 17025:2017 Principles for Laboratory Management Information System Development","authors":"Gilbert Frans Wijaya, Nabila Rizky Oktadini, Putri Eka Sevtiyuni, M. A. Buchari","doi":"10.31937/si.v13i1.2678","DOIUrl":"https://doi.org/10.31937/si.v13i1.2678","url":null,"abstract":"— The Software Engineering and Information System Laboratory of Sriwijaya University is in charge of building a technology-based system, in accordance to the strategic objectives of Sriwijaya University which prioritizes the principles of Good governance. To support laboratory operations, a management information system is needed to improve efficiency in planning, managing and reporting. The purpose of this research is to develop a laboratory management information system that adheres to the principles in the SNI ISO/IEC 17025:2017 standard. The software was developed using the Framework for the Application System Thinking (FAST). In the requirement analysis phase, an in-depth study was carried out to formulate requirements in accordance with the principles in the SNI ISO/IEC 17025:2017 clause control standard. In the end, a Laboratory MIS was successfully developed using this approach. It improves laboratory performance, so that capable to provide better services","PeriodicalId":309539,"journal":{"name":"Ultima InfoSys : Jurnal Ilmu Sistem Informasi","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-08-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127523542","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Abstract—Information is an essential element for organizations today. Confidentiality, integrity, and availability of information have a vital role in supporting organizational performance. Therefore, it is necessary to take information security measures so that the use of information can run effectively, efficiently, and integrated. The more valuable the information, the more security standards are needed to protect it. Among other things, the purpose of computer security is to protect information. The higher the security standards provided, the higher the protection of the privacy of that information. Protecting company employees' privacy is one factor that must be considered in the implementation of information systems. PT Telkomsel is one of the companies that experienced a data breach. This report will discuss nine hypotheses to determine the factors that affect Information System Security Behavior for employees of PT Telkomsel. Thus, validity, reliability, and hypothesis tests were carried out using the SmartPLS 3 software. The results showed a significant influence between the Security Education and Training variables on Information Security Awareness, Employee Accountability, and Employee Relationships. Index Terms—Information System Security Behavior, Security Education & Training, Information Security Awareness, Employee Relationships, Employee Accountability, Organizational Culture, National Culture
{"title":"Analysis of Factors Affecting Information System Security Behaviour in Employees at IT Company","authors":"Melissa Indah, Aileen Angelina, Gavrilla Claudia, Devita Sertivia, Javelin Javelin","doi":"10.31937/si.v13i1.2660","DOIUrl":"https://doi.org/10.31937/si.v13i1.2660","url":null,"abstract":"Abstract—Information is an essential element for organizations today. Confidentiality, integrity, and availability of information have a vital role in supporting organizational performance. Therefore, it is necessary to take information security measures so that the use of information can run effectively, efficiently, and integrated. The more valuable the information, the more security standards are needed to protect it. Among other things, the purpose of computer security is to protect information. The higher the security standards provided, the higher the protection of the privacy of that information. Protecting company employees' privacy is one factor that must be considered in the implementation of information systems. PT Telkomsel is one of the companies that experienced a data breach. This report will discuss nine hypotheses to determine the factors that affect Information System Security Behavior for employees of PT Telkomsel. Thus, validity, reliability, and hypothesis tests were carried out using the SmartPLS 3 software. The results showed a significant influence between the Security Education and Training variables on Information Security Awareness, Employee Accountability, and Employee Relationships. \u0000Index Terms—Information System Security Behavior, Security Education & Training, Information Security Awareness, Employee Relationships, Employee Accountability, Organizational Culture, National Culture \u0000 ","PeriodicalId":309539,"journal":{"name":"Ultima InfoSys : Jurnal Ilmu Sistem Informasi","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-08-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128814549","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Nyoman Ayu Gita Gayatri, Dicky Samuel Santoso, Daryl Andrian, W. Yong
Abstract - This study was conducted to see the impact of COVID-19 to transactional activity in restaurant, especially for dine in and take away services. This study aims to help people to transact easily, comfortably, and safely in a restaurant. Other than that, this study aims to help restaurant management activity to be better. This study was developed using lead startup method to give a proper solution. Solution was made in a mobile application for android using Flutter technology. The main features of this application are (1) search for merchant and looking at the available capacity, (2) doing reservation, (3) ordering food for dine in and take away, and (4) doing cashless payment systems in the application also help users to reduce contact with waiters and cashiers. Keywords: Restaurant, Technology, transaction, dine in, take away, COVID-19
{"title":"Restaurant Transaction Application Based on Android System","authors":"Nyoman Ayu Gita Gayatri, Dicky Samuel Santoso, Daryl Andrian, W. Yong","doi":"10.31937/si.v13i1.2551","DOIUrl":"https://doi.org/10.31937/si.v13i1.2551","url":null,"abstract":"Abstract - This study was conducted to see the impact of COVID-19 to transactional activity in restaurant, especially for dine in and take away services. This study aims to help people to transact easily, comfortably, and safely in a restaurant. Other than that, this study aims to help restaurant management activity to be better. This study was developed using lead startup method to give a proper solution. Solution was made in a mobile application for android using Flutter technology. The main features of this application are (1) search for merchant and looking at the available capacity, (2) doing reservation, (3) ordering food for dine in and take away, and (4) doing cashless payment systems in the application also help users to reduce contact with waiters and cashiers. \u0000Keywords: Restaurant, Technology, transaction, dine in, take away, COVID-19","PeriodicalId":309539,"journal":{"name":"Ultima InfoSys : Jurnal Ilmu Sistem Informasi","volume":"46 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-08-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126130333","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
As an obligatory application during the COVID-19 pandemic by Indonesians, PeduliLindungi must have provided outstanding quality services to its users. However, as of December 2021, users’ sentiment toward the quality and service of the PeduliLindungi application was still low, with an application rating of 3.6 out of 5 on the Google Play Store. This study uses text mining techniques for the Aspect-Based Sentiment Analysis (ABSA) task in the PeduliLindungi application review, a sentiment analysis task based on the aspect category of the application. This study aims to classify the users’ sentiment on aspects of the application and provide insight and knowledge to improve the quality of the PeduliLindungi application. The ABSA method used in this study is the classification of aspects and sentiments using the Convolutional Neural Network (CNN) algorithm. The results showed that the CNN model could produce such good performance with an f1 score of 92.23% in the aspect classification and 95.13% in the sentiment classification. The results of user sentiment modelling showed the dominance of negative sentiment in the eight aspects of the application, namely Visual Experience, Scan – Check-in/Out, Vaccine Certificate, eHac, COVID Test, Register/Login, Performance and Stability, and Privacy, Data, and Security. Index Terms—Aspect-Based Sentiment Analysis, Convolution Neural Network, PeduliLindungi, Text Classification, Text Mining.
{"title":"Aspect-Based Sentiment Analysis on Application Review using Convolutional Neural Network","authors":"Putri Arta Aritonang, M. Johan, Iwan Prasetiawan","doi":"10.31937/si.v13i1.2684","DOIUrl":"https://doi.org/10.31937/si.v13i1.2684","url":null,"abstract":"As an obligatory application during the COVID-19 pandemic by Indonesians, PeduliLindungi must have provided outstanding quality services to its users. However, as of December 2021, users’ sentiment toward the quality and service of the PeduliLindungi application was still low, with an application rating of 3.6 out of 5 on the Google Play Store. This study uses text mining techniques for the Aspect-Based Sentiment Analysis (ABSA) task in the PeduliLindungi application review, a sentiment analysis task based on the aspect category of the application. This study aims to classify the users’ sentiment on aspects of the application and provide insight and knowledge to improve the quality of the PeduliLindungi application. The ABSA method used in this study is the classification of aspects and sentiments using the Convolutional Neural Network (CNN) algorithm. The results showed that the CNN model could produce such good performance with an f1 score of 92.23% in the aspect classification and 95.13% in the sentiment classification. The results of user sentiment modelling showed the dominance of negative sentiment in the eight aspects of the application, namely Visual Experience, Scan – Check-in/Out, Vaccine Certificate, eHac, COVID Test, Register/Login, Performance and Stability, and Privacy, Data, and Security. \u0000Index Terms—Aspect-Based Sentiment Analysis, Convolution Neural Network, PeduliLindungi, Text Classification, Text Mining.","PeriodicalId":309539,"journal":{"name":"Ultima InfoSys : Jurnal Ilmu Sistem Informasi","volume":"18 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-08-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128778202","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Indonesia is an archipelago that is very rich in traditional culture. Traditional culture plays an essential role in attracting tourists. Sakeco is a traditional culture of the Sumbawa tribe. If people do not know and know the existing culture, it will not be easy to preserve today's culture. Poto Village dance studio still uses a manual process that causes inefficient processes. Information systems have been widely implemented to preserve culture. Hence this research carried out the implementation of information systems to introduce sakeco oral literature. This research produced a website-based sakeco oral-literary recognition system with admin features: Posts to add new posts, problem data by creating, recording, updating, deleting, and searching for quiz needs, users to view admin data, and settings to organize posts and website views. While users: do quizzes and see answers as a learning medium, see the history of sakeco, sakeco verse, sakeco anorawi, and sakeco anosiup, and latest posts to see the latest posts and popular posts to see the most opened posts. Development methods using waterfall, designing methods using Unified Modeling Language, black-box testing get results as expected from various functionality tests. This information system is expected to help the poto village dance studio, indigenous and outer people of Sumbawa. They want to know and know Sumbawa's typical oral literature (sakeco) and become one of the ways to maintain and preserve the tradition of sakeco verse in the Sumbawa area.
{"title":"Implementation of Information System Based on Website as Introduction to Sumbawa's Typical Sakeco Oral Literature","authors":"Herfandi Herfandi, Idham Amdin","doi":"10.31937/si.v13i1.2544","DOIUrl":"https://doi.org/10.31937/si.v13i1.2544","url":null,"abstract":"Indonesia is an archipelago that is very rich in traditional culture. Traditional culture plays an essential role in attracting tourists. Sakeco is a traditional culture of the Sumbawa tribe. If people do not know and know the existing culture, it will not be easy to preserve today's culture. Poto Village dance studio still uses a manual process that causes inefficient processes. Information systems have been widely implemented to preserve culture. Hence this research carried out the implementation of information systems to introduce sakeco oral literature. This research produced a website-based sakeco oral-literary recognition system with admin features: Posts to add new posts, problem data by creating, recording, updating, deleting, and searching for quiz needs, users to view admin data, and settings to organize posts and website views. While users: do quizzes and see answers as a learning medium, see the history of sakeco, sakeco verse, sakeco anorawi, and sakeco anosiup, and latest posts to see the latest posts and popular posts to see the most opened posts. Development methods using waterfall, designing methods using Unified Modeling Language, black-box testing get results as expected from various functionality tests. This information system is expected to help the poto village dance studio, indigenous and outer people of Sumbawa. They want to know and know Sumbawa's typical oral literature (sakeco) and become one of the ways to maintain and preserve the tradition of sakeco verse in the Sumbawa area.","PeriodicalId":309539,"journal":{"name":"Ultima InfoSys : Jurnal Ilmu Sistem Informasi","volume":"38 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-08-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127208847","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Indonesian government is currently on the course of nationwide digital transformation, manifested through its ‘One-Data Policy’ recently introduced by top-level government. The initiative also includes the country’s health information systems (HIS) for which various technological choices are under consideration to be implemented. However, such a sound and ambitious initiative often overlook the configurational outlook of local systems where the data is created and aggregated to the national system. This study addresses this issue by exploring the issues pertaining to local HIS and developing its enterprise architecture to reconfigure the existing arrangement of the systems. Using a case study of Palangka Raya municipal health government, this study contributes to this current important agenda by delineating the complexity that occurs at local HIS and proposing a set of enterprise architecture artifacts required toward Indonesian one health data.
{"title":"Toward National One Health Data: Reconfiguring Local Health Information Systems through Enterprise Architecture","authors":"Amalia Yovadiani, Luthfi Ramadani, Fitriyana Dewi","doi":"10.31937/si.v12i2.2274","DOIUrl":"https://doi.org/10.31937/si.v12i2.2274","url":null,"abstract":"Indonesian government is currently on the course of nationwide digital transformation, manifested through its ‘One-Data Policy’ recently introduced by top-level government. The initiative also includes the country’s health information systems (HIS) for which various technological choices are under consideration to be implemented. However, such a sound and ambitious initiative often overlook the configurational outlook of local systems where the data is created and aggregated to the national system. This study addresses this issue by exploring the issues pertaining to local HIS and developing its enterprise architecture to reconfigure the existing arrangement of the systems. Using a case study of Palangka Raya municipal health government, this study contributes to this current important agenda by delineating the complexity that occurs at local HIS and proposing a set of enterprise architecture artifacts required toward Indonesian one health data.","PeriodicalId":309539,"journal":{"name":"Ultima InfoSys : Jurnal Ilmu Sistem Informasi","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-04-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129079664","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Bank Central Asia Tbk. is the largest private bank company in Indonesia, which is now owned by one of the largest cigarette group companies in the world, namely Djarum. PT. Bank Central Asia Tbk. make various efforts to improve the quality of service quality by setting a standard and policy. One of them is the determination of ITIL V3 standardization, which covers the entire IT Service process. ITIL V3 is a series of concepts and techniques for infrastructure management, development, and information technology operations. These efforts were made to meet the ISO 20000 standardization to obtain ISO 20000 certification in 2011. However, PT Bank Central Asia Tbk wants to continue to improve the quality of IT services for the better, therefore PT Bank Central Asia Tbk. chose to use the COBIT 5 framework as a method of measuring the quality of IT service quality, especially in the field of IT Service Management (ITSM) in the DSS02 (Manage Service requests and Incidents) and DSS03 (Manage Problems) processes. The result of this research is that the Capability Level of the DSS02 and DSS03 processes is known at PT Bank Central Asia Tbk. the current condition is level 3 (Established Process), while the target level to be achieved is level 4 (Predictable Process). So that to reach the next level, PT Bank Central Asia is expected to have followed the recommendations for improvement given.
中亚银行Tbk。是印尼最大的私人银行公司，它现在由世界上最大的烟草集团公司之一，即jarum拥有。PT. Bank Central Asia Tbk通过制定标准和政策，努力提高服务质量。其中之一是ITIL V3标准化的确定，它涵盖了整个IT服务过程。ITIL V3是一系列用于基础设施管理、开发和信息技术操作的概念和技术。这些努力都是为了满足ISO 20000标准化，并在2011年获得ISO 20000认证。然而，PT Bank Central Asia Tbk希望继续改善IT服务的质量，因此PT Bank Central Asia Tbk。选择使用COBIT 5框架作为衡量IT服务质量的方法，特别是在DSS02(管理服务请求和事件)和DSS03(管理问题)流程中的IT服务管理(ITSM)领域。本研究的结果是，在PT银行中亚Tbk的DSS02和DSS03过程的能力水平是已知的。当前状态是第3级(已建立的过程)，而要达到的目标级别是第4级(可预测的过程)。因此，为了达到下一个水平，预计PT中亚银行将遵循所提出的改进建议。
{"title":"The Role of COBIT5 as a Reference for Quality Service Quality Improvement","authors":"Kevin Pratama Arthananda, Wella Wella","doi":"10.31937/si.v12i2.2181","DOIUrl":"https://doi.org/10.31937/si.v12i2.2181","url":null,"abstract":"\u0000Bank Central Asia Tbk. is the largest private bank company in Indonesia, which is now owned by one of the largest cigarette group companies in the world, namely Djarum. PT. Bank Central Asia Tbk. make various efforts to improve the quality of service quality by setting a standard and policy. One of them is the determination of ITIL V3 standardization, which covers the entire IT Service process. ITIL V3 is a series of concepts and techniques for infrastructure management, development, and information technology operations. These efforts were made to meet the ISO 20000 standardization to obtain ISO 20000 certification in 2011. However, PT Bank Central Asia Tbk wants to continue to improve the quality of IT services for the better, therefore PT Bank Central Asia Tbk. chose to use the COBIT 5 framework as a method of measuring the quality of IT service quality, especially in the field of IT Service Management (ITSM) in the DSS02 (Manage Service requests and Incidents) and DSS03 (Manage Problems) processes. The result of this research is that the Capability Level of the DSS02 and DSS03 processes is known at PT Bank Central Asia Tbk. the current condition is level 3 (Established Process), while the target level to be achieved is level 4 (Predictable Process). So that to reach the next level, PT Bank Central Asia is expected to have followed the recommendations for improvement given. \u0000","PeriodicalId":309539,"journal":{"name":"Ultima InfoSys : Jurnal Ilmu Sistem Informasi","volume":"5 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-04-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124680660","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Darwin Aridarno Sudarnoto, Wella Wella, Ririn Ikana Desanti
The performance of information technology governance by PT GTI has not been optimal and there has never been a measurement of information technology governance capability. Based on these problems, it is necessary to measure the capability of information technology governance and make an appropriate information technology management recommendation that can be used as a guide—the measurement of the COBIT 5.0 framework. The data collection method consisted of observation, questionnaires, and interviews. The data collection results will produce findings, impacts, and recommendations for PT GTI. Measuring the capability of information technology governance used includes Planning, Preparation, Implementation, and Measurement Reporting. The study focused on 3 IT processes and obtained the following capability level results: APO04 Manage Innovation got a score of 78.4% and stopped at level 3, APO07 Managed Human Resource with a score of 81.07% and stopped at level 1, and BAI08 Manage Knowledge got to score 61% and stop at level 2.
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