PERANCANGAN SERVICE CATALOGUE MANAGEMENT DAN SERVICE LEVEL MANAGEMENT PADA LAYANAN IT PUSAIR DENGAN MENGGUNAKAN FRAMEWORK ITIL VERSI 3

Abstract

Pusat Penelitian dan Pengembangan Sumber Daya Air (PUSAIR) is a research and development center under the Ministry of Public Works, Republic of Indonesia. PUSAIR is a government agency that involves in the research and development of water resources. Currently, PUSAIR has implemented information technology on its operational activities. In its vision, PUSAIR wants to be the leading agency in providing technology expertise services to support the availability of reliable water resources infrastructure. Therefore, to achieve this objective, PUSAIR needs good IT Governance in order to aligning its continuity of information technology with its business needs. IT Governance has been defined in the Regulation of the Minister of Communication and Informatics in 2010 namely Law No. 14/2008 on access to public information. PUSAIR applies IT Governance using framework ITIL V3 in terms of the design of service design. The design of service design is done on domain service catalogue management and service level management. The result of the design of service design on PUSAIR's IT service produces service catalogue, service portofolio, service level agreement, operational level agreement and service level requirement documents. Abstrak Governance menggunakan framework ITIL Versi 3 dalam hal perancangan service design. Perancangan service design yang dilakukan yakni pada domain service catalogue management dan service level management. Hasil perancangan service design pada layanan IT PUSAIR ini menghasilkan dokumen service catalogue, service portofolio, service level agreement, operational level agreement dan service level requirement. Berdasarkan hasil yang diperoleh dari perancangan service design ini diharapkan akan menjadi rekomendasi dan diimplementasikan untuk meningkatkan kualitas layanan IT PUSAIR dalam hal IT Service Management.