PERANCANGAN MANAJEMEN LAYANAN TEKNOLOGI INFORMASI MENGGUNAKAN ITIL V3 DOMAIN SERVICE STRATEGY DAN SERVICE OPERATION PADA DINAS KEPENDUDUKAN DAN CATATAN SIPIL KOTA LUBUKLINGGAU

Hidayat, Riky and Faurina, Ruvita and Julia, Purnamasari (2021) PERANCANGAN MANAJEMEN LAYANAN TEKNOLOGI INFORMASI MENGGUNAKAN ITIL V3 DOMAIN SERVICE STRATEGY DAN SERVICE OPERATION PADA DINAS KEPENDUDUKAN DAN CATATAN SIPIL KOTA LUBUKLINGGAU. Undergraduated thesis, Universitas Bengkulu.

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Abstract

The Population and Civil Registry Office of Lubuklinggau City has implemented information technology in their activities such as recording population data. However, the information technology already owned by the Population and Civil Registry Office of Lubuklinggau City does not cover all existing services, so the Population and Civil Registry Office of Lubuklinggau City must implement ITSM and create a good IT service management to improve the performance of existing services. To overcome this problem, in this study, the author will create an IT service management design using one of the ITSM approaches, namely Information Technology Infrastructure Library Version 3 (ITIL V3) domain Service Strategy and Service Operation. In this study, an IT analysis was carried out using the COBIT 5 framework with DSS, EDM and APO domains as a tool to carry out the assessment process to see the capability level of ongoing IT service management. The output of this research is a portfolio containing recommendations for the design and development of IT service management. In this study, it is also known that currently the Population and Civil Registry Office of Lubuklinggau City has a capability level that is at level 4 predictable process. Keywords: ITSM, ITIL V3, COBIT 5, Service Strategy, Service Operation,DSS, EDM, APO, IT Services

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