ITSM Analysis using ITIL V3 in Service Operation in PT.Inovasi Tjaraka Buana

Abstract

PT. Inovasi Tjaraka Buana is a company in ISP (Internet Service Provider) sector that uses information technology to sustain activities the company. At this time the company is experiencing scaling-up, which is a drastic increase in the number of user of internet services, and coverage areas that make companies have to develop for various aspects of the company. The problem is that companies cannot at this time balancing service operations when handling an incident that occurs with drastic addition of the number of users and the amount of coverage area. To solve the problem, it is necessary to implement Information Technology Service Management (ITSM). The method used in this research is data collection by interview and observation techniques. This research will produce Incident Management Flow and Problem Management Flow. ITIL, which is a framework that illustrates best practices that focus on managing IT services, IT development and operations, which can help companies to overcome problems, so the company can apply it in order to balance service operations when handling incidents that occur.