Program Studi Magister Sistem Informasi Fakultas Teknologi Informasi Universitas Kristen Satya Wacana Salatiga

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1 Analisis Persepsi Terhadap Service Delivery Dengan Kerangka Kerja ITIL Versi 3 Di Kementrian Ministerio Da Justiça Dili Timor Leste Tesis oleh Edio da Costa Program Studi Magister Sistem Informasi Fakultas Teknologi Informasi Universitas Kristen Satya Wacana Salatiga April 2012 i

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4 Kata Pengantar Puji dan syukur kepada Tuhan Yang Maha Kuasa atas berkat dan bimbingan-nya penulis dapat menyelesaikan tesis yang berjudul Analisis Persepsi Terhadap Service Delivery Dengan Kerangka Kerja ITIL Versi 3 Di Kementrian Ministerio Da Justiça Dili Timor Leste. Tesis ini merupakan salah satu syarat untuk menyelesaikan Program Studi Magister Sistem Informasi, Fakultas Teknologi Informasi, Universitas Kristen Satya Wacana Salatiga. Dalam penulisan tesis ini tentunya tidak terlepas dari bantuan pihak, baik bersifat material maupun spiritual. Oleh karena itu, penulis ingin mangucapkan banyak terima kasih kepada : 1. Andeka Rocky Tanaamah, SE., M.Cs., selaku Dekan Fakultas Teknologi Informasi, Universitas Kristen Satya Wacana. 2. Prof. Dr. Ir. Eko Sediyono, M.Kom., selaku Ketua Program Studi Magister Sistem Informasi, Fakultas Teknologi Informasi, Universitas Kristen Satya Wacana dan dosen pembimbing Marwata, Ph.D., Akt. selaku dosen pembimbing Seluruh Staf Pengajar Program Studi Magister Sistem Informasi, Fakultas Teknologi Informasi, Universitas Kristen Satya Wacana. iv

5 5. Gaspar de Araújo, selaku Direktur Divisi Nasional Teknologi Informasi Ministerio da Justiça Dili Timor Leste beserta seluruh stafnya. 6. Keluarga besar orang tua dan adik-adik di Timor Leste yang telah memberikan semangat dan dukungan dalam doa. 7. Rekan-rekan mahasiswa seangkatan Program Studi Magister Sistem Informasi Fakultas Teknologi Informasi, Universitas Kristen Satya Wacana Salatiga, yang telah banyak memberikan masukan untuk tesis ini. Penulis menyadari bahwa penulisan tesis ini masih banyak kekurangan. Oleh karena itu, penulis menerima kritik dan saran yang membangun demi sempurnanya laporan tesis ini. Akhir kata, penulis berharap agar tesis ini bermanfaat bagi pembaca. Salatiga, 23 April 2012 Peneliti (Edio da Costa) v

6 Daftar Isi Lembar Pengesahan... ii Surat Pernyataan Keaslian Tesis... iii Kata Pengantar... iv Daftar Isi... vi Daftar Tabel... viii Daftar Gambar... ix Daftar Lampiran... x Daftar Singkatan... xi Abstract... xii Bab I Pendahuluan Latar Belakang Perumusan Masalah Keaslian Penelitian Tujuan dan Manfaat Penelitian Batasan Masalah Sistematika Penulisan Bab II Tinjauan Pustaka Penelitian Terdahulu Service Delivery (SD) Information Technology Service Management (ITSM) IT Governance Information Technology Infrastructtur Library (ITIL) Ministerio da Justiça Dili Timor Leste (MJTL) 37 Bab III Metodologi Penelitian Langkah-Langkah Penelitian Pengumpulan Data Observasi Penyebaran Kuesioner Studi Literatur Analisa Informasi Bab IV Hasil Dan Pembahasan Divisi Nasional Teknologi Informasi (DNTI) Departemen Sistem dan Server Web Server vi

7 Sistem Manajemen Terhadap Kasus Departemen Pendukung dan Pelatihan Dukungan Layanan Teknis Untuk User Layanan Pengelolaan Peralatan Komputer Hasil Pernyataan Kuesioner ITIL Versi Hasil Kuesioner Service Strategic (SS) Sub Domain Service Porfolio Management (SPM) Hasil Kuesioner Service Strategic (SS) Sub Domain Demand Management (DM) Hasil Kuesioner Service Strategic (SS) Sub Domain Financial Management (FM) Hasil Analisis Maturity Level Analisis Service Strategic (SS) Sub Domain Service Portfolio Management (SPM) Analisis Service Strategic (SS) Sub Domain Demand Management (DM) Analisis Service Strategic (SS) Sub Domain Financial Management (FM) Temuan Terhadap Layanan SI dan di DNTI Kementrian MJTL Kesesuaian ITIL Versi 3 Domain Service Strategic (SS) di DNTI kementrian MJTL Bab V Penutup Kesimpulan Saran Daftar Pustaka Daftar Lampiran vii

8 Daftar Tabel Tabel 4.1 Hasil Kuesioner Sub Domain Service Portfolio Management (SPM) Tabel 4.2 Jumlah Service Element (SE) Sub Domain Service Portfolio Management (SPM) Tabel 4.3 Score Rata-Rata Service Element (SE) Sub Domain Service Portfolio Management (SPM) Tabel 4.4 Hasil Kuesioner Sub Domain Demand Management (DM) Tabel 4.5 Jumlah Service Element (SE) Sub Domain Demand Management (DM) Tabel 4.6 Score Rata-Rata Service Element (SE) Sub Domain Demand Management (DM) Tabel 4.7 Hasil Kuesioner Sub Domain Financial Management (FM) Tabel 4.8 Jumlah Service Element (SE) Sub Domain Financial Management FM) Tabel 4.9 Score Rata-Rata Service Element (SE) Sub Domain Financial Management (FM) Tabel 4.10 Analisis Maturity Level Sub Domain Service Portfolio Management (SPM) Tabel 4.11 Analisis Maturity Level Sub Domain Demand Management (DM) Tabel 4.12 Analisis Maturity Level Sub Domain Financial Management (FM) Tabel 4.13 Standar ITIL Versi 3 Yang Telah Diimplementasikan Di MJTL Tabel 4.14 Temuan Yang Perlu Di Perbaiki Di MJTL viii

9 Daftar Gambar Gambar 1.1 Data Pengunaan Kerangka Kerja ITIL Oleh Perusahaan... 5 Gambar 2.1 IT Governance Yang Efektif Gambar 2.2 ITIL Public Framework Gambar 2.3 Service lifecycle ITIL Versi Gambar 2.4 Infrastruktur TI Pada Kementrian MJTL Gambar 3.1 Metodologi Penelitian Gambar 4.1 Maturity Level Sub Domain Service Portfolio Management (SPM) MJTL Gambar 4.2 Representasi Hasil Analisis Sub Domain Service Portfolio Management (SPM) Gambar 4.3 Maturity Level Sub Domain Demand Management (DM) MJTL Gambar 4.4 Representasi Hasil Analisis Sub Domain Demand Management (DM) Gambar 4.5 Maturity Level Sub Domain Financial Management (FM) MJTL Gambar 4.6 Representasi Hasil Analisis Sub Domain Demand Management (FM) ix

10 Daftar Lampiran Lampiran A Detail Maturity Level Service Element (SE) Lampiran B Maturity level ITIL versi Lampiran C Kuesioner Penelitian Lampiran D Hasil Rata-Rata Kuesioner Domain ITIL Versi 115 D.1 Hasil Rata-Rata Pernyataan Kuesioner Sub Domain Service Porfolio Management (SPM) D.2 Hasil Rata-Rata Pernyataan Kuesioner Sub Domain Demand Management (DM) 117 D.3 Hasil Rata-Rata Pernyataan Kuesioner Sub Domain Financial Management (FM)119 Lampiran E Gambaran Umum Organisasi DNTI Kementrian MJTL x

11 Daftar Singkatan CEO : Chief Executive Officer. CI : Configuration Item. CIO : Chief Information Officer. CMS : Case Management System. DNTI : Devisi Nasional Teknologi Informasi. ISACA : Infomation System Audit and Control Asociation. ITIL : Information Technology Infrastructure Library. ITGI : Information Technology Governance Institute. ITSMF : Information Technology Service Management Forum. MJTL : Ministerio da Justiça Timor Leste. OGC : The Office of Government Commerce. OED : Oxford English Dictionary. PDCA : Plan Do Check Act. SD : Service Delivery. SI : Sistem Informasi. SM : Service Management. SLM : Service Level Manajemen. SS : Service Strategic. STI : Sistem Teknologi Informasi. TIK : Teknologi Informasi dan Komonikasi. TI : Teknologi Informasi. UNDP : United Nation Development Program. UKSW : Universitas Kristen Satya Wacana. xi

12 Abstract Service Delivery (SD) is a managerial of the processes that have a primary focus on the user of all IT services, which ensures that IT services can be used according as the function to support the activities in the public institutions. Objects of the study this thesis is on the national division of information technology (NDIT) in Ministry of Justice Timor Leste (MJTL). The sample in this study are 18 respondents consisting of IT Manager, IT Advisor Internacional, International System analyst, sysadmin, database admin, helpdesk, network administrator, front office systems, ICT trainers and administrative asistant. The framework used in this study is the ITIL version 3, the domain Service Strategy (SS) and the sub domain service Portfolio Management (SPM), Demand Management (DM), Financial Management (FM). The purpose of this study was to determine the extent to which the strategic development of IT services that have been implemented in accordance with the strategic plan towards the implementation of IT Governance. The results of this study indicate that significantly the ministry of MJTL has implemented policies and standard operation procedures (SOP) relating to the framework of ITIL version 3, although it is not maximized and extended throughout the unit, it is because lack of human resources, staffing and financial aspects. To fix these problems, especially in NDIT of MJTL need to increase investment budget to human resources (HR) and improve the Information System (IS) and Information Technology (IT) infrastructure that has been implemented. Keywords: Service Delivery, ITIL versi 3, IT Governance, MJTL, NDTI, Human Resoures, Information System, Information Technology. xii