Meningkatkan Sistem Layanan Pelanggan Dengan Pendekatan Framework ITIL

Abstract

The development of technology today has a big impact on Information Technology (IT) users, one of which is companies that use this information technology to support operational activities and use it to develop strategies to improve service to customers. The services provided are related to after sales service to improve good relations with customers, namely with customer care. The research conducted has the aim of improving the performance of IT services as a function of strategy and service by improving complaint services which are immediately known to the relevant branch and Head Office. The framework used is Information Technology Infrastructure Library (ITIL) Version 3 which focuses on service operations, with a service strategy and service design module approach. The results of this study indicate that with the improvement of the customer service system with the ITIL framework, customer complaints can go directly to the relevant branch, so handling customer complaints can be resolved in a much shorter time.