Managing Service Level for Academic Information System Help Desk for XYZ University Based on ITIL V3 Framework

Abstract

Ministry of Research, Technology, and Higher Education of the Republic of Indonesia stated that every university in Indonesia needs to implement information technology governance, one of which is information technology service governance. XYZ University as one of the universities in Indonesia needs to implement the governance of information technology services. The implementation of information technology service governance can be using the Information Technology Infrastructure Library Version 3 (ITIL V3) framework. One of the information system services that often have issues with help desk services is academic information systems. The issue of academic information system help desk service issues is resolved by using one of the processes in ITIL V3, namely service level management. In this observation, a service level management process was carried out to produce three documents, namely the Service Level Requirement (SLR), Service Level Agreement (SLA), and Operational Level Agreement (OLA). This research includes three main processes, namely collecting data and information, creating documents, and verification and validation. The method of collecting data and information is carried out using interview techniques, the process of making documents, validation, and verification is carried out by conducting group discussion forums with service providers and service users. In this case, service users are the academics of XYZ University, while service users are the Information and Communication Technology Department of XYZ University. This observation resulted in three main documents in service level management, namely SLR, SLA, and OLA, for academic information system help desk services.