Analisis dan Rancangan Manajemen Service Desk di Instansi Pemerintah (Studi Kasus: Badan Litbang Pertanian)
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Abstract
Dalam rangka mendukung pencapaian visi dan pewujudan misinya, Badan Penelitian dan Pengembangan Pertanian (Balitbangtan) memerlukan Information Technology Service Management (ITSM) untuk mengelola Sistem Informasi berbasis komputer beserta infrastrukturnya. Pada perjalanannya, upaya penerapan ITSM tidak lepas dari permasalahan yang timbul seiring dengan penggunaan layanan teknologi informasi (TI). Untuk mengatasinya, Balitbangtan telah memiliki unit pengaduan layanan, yaitu Helpdesk TIK. Namun, dalam implementasinya, Helpdesk TIK belum dapat dijadikan sebagai titik kontak tunggal untuk menangani semua pengaduan insiden. Selain itu, kurang lengkapnya arsip resolusi insiden layanan TI mengakibatkan terjadinya pengulangan untuk insiden yang sama. Tujuan penelitian ini adalah merancang manajemen service desk yang menjadi standar dalam penanganan insiden terkait dengan layanan TI. Metode penelitian yang digunakan adalah Mixed Method dengan strategi Sequantial Exploratory Design. Berdasarkan hasil analisis, telah dibuat rancangan manajemen service desk yang mengacu pada framework Information Technology Infrastructure Library (ITIL) dan empat komponen utama yaitu people, process, technology, dan information.
Kata kunci: service desk, manajemen insiden, proses, teknologi
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