Abstract
PT Telkom Sampit is one part of PT Telekomunikasi Indonesia (Persero) Tbk (Telkom) which contributes in meeting the communication and information needs of the community. PT Telkom Sampit provides several product services, namely Wifi.id, IndiHome and UseeTV. Thus, Telkom Sampit must provide good services in managing services. As for some of the obstacles that often occur including problems, slow and damaged. From these problems, it is necessary to measure the level of service improvement at PT Telkom Sampit using the COBIT 5 framework focusing on the domains DSS02 (Managing Service Requests) and DSS03 (Managing Problems). Based on research that has been done PT Telkom Sampit is at level 4, namely Predictable Process, which is included in a good level for a company, although it is not in accordance with estimates that should be at level 5, namely Optimizing Process (Optimization Process). With this research, it is hoped that it can be used as an evaluation in improving the quality of service performance at PT. Telkom Sampit in serving customers.
Highlights
which contributes in meeting the communication and information needs of the community
necessary to measure the level of service improvement at PT Telkom Sampit using the COBIT 5 framework focusing on the domains
done PT Telkom Sampit is at level 4
Summary
Saat ini seluruh perusahaan terus bersaing dalam memberikan pelayanan terbaik, dan menggunakan teknologi informasi untuk menunjang bisnis mereka. Perlu dilakukan analisis tingkat kematangan pada pelayanan yang bertujuan untuk mengetahui tahapan atau level yang telah dicapai oleh PT Telkom Sampit dinyatakan dalam bilangan bulat. Berdasarkan permasalah diatas, dalam mencapai tujuan tersebut perlu dilakukan analisis untuk mengukur dan mengetahui tingkat atau level pelayanan pada PT Telkom Sampit dengan menggunakan COBIT 5 framework. Penelitian terkait dengan metode DSS adalah dalam menentukan tingkat pelayanan adalah Analisa Tingkat Kematangan Teknologi Informasi Pada Dinas Komunikasi Dan Informatika Kota Manado Menggunakan Framework COBIT 5 Domain Evaluate, Deirect, Monitor (EDM) dan Deliver, Service, and Support (DSS). Penelitian ini menggunakan framework COBIT 5 domain EDM dan DSS untuk mengukur tingkat kematangan teknologi informasi. Penulis mebuat kuesioner yang sudah disesuiakan dengan domain yang dipilih Kemudian jawaban hasil kusioner dihitung menggunakan rumus indeks, dari perhitungan tersebut diperoleh level tingkat kematangan TI nya[4]. Setelah target capability level dan capability level ditemukan maka selanjutnya menghitung GAP atau kesenjangan antara target level perusahaan dan capability level yang sudah dicapai oleh perusahaan[5]
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