Rekomendasi Perbaikan Layanan Sistem Informasi Akademik Universitas Islam Kalimantan Muhammad Arsyad Al Banjary Menggunakan Metode Analytical Hierarchy Process (AHP) Berdasarkan kerangka kerja ITIL Versi 3

Abstract

Universitas Islam Kalimantan (UNISKA) Muhammad Arsyad Al Banjary merupakan Perguruan Tinggi Swasta tertua dan terbesar yang ada di kalimantan, UNISKA didirikan pada tanggal 7 Juli 1981. saat ini jumlah mahasiswa UNISKA mencapai sekitar 13.000 mahasiswa aktif. UNISKA telah menggunakan sistem informasi akademik sejak 2013, sistem informasi tersebut digunakan untuk menunjang layanan akademik, UPTI adalah unit yang mengelola sistem tersebut. UPTI ingin mengetahui tingkat layanan SIA UNISKA dari beberapa permasalahan terjadi. Maka dipilihlah kerangka kerja best practice yaitu ITIL versi 3 untuk mengetahui tingkat yang ada di SIA UNISKA. Pada ITIL versi 3 akan berfokus kepada 2 domain yaitu Service Operation untuk mengetahui perbaikan dari permasalahan layanan dan Continual Service Improvement untuk melakukan perbaikan yang berkelanjutan. Sehingga didapatkan bahwa tingkat kematangan layanan SIA UNISKA pada domain Service Operation berada pada level 1 (Initial Level) dan Continual Service Improvement berada pada level 1 (Initial Level), dan masing-masing nilai gap yaitu 1,62 dan 2,41. Setelah mendapatkan beberapa rekomendasi, maka rekomendasi tersebut dilakukan perangkingan dengan menggunakan metode AHP, sehingga hasil penetapan perbaikan dari domain Service Operation adalah service management as a practice, service operation principles, common service operation activities, service operation processes, organising service operation, so technology consideration dan implementing service operation dan untuk domain Continual Service Improvement adalah Service management as a practice, CSI principles, CSI processes, CSI Method and Techniques, Organising CSI, CSI technology consideration, dan Implementing CSI. ========================================================================================================= The Universitas Islam Kalimantan (UNISKA) Muhammad Arsyad Al Banjary is the oldest and largest private university in kalimantan, UNISKA was established on July 7, 1981. currently the number of UNISKA students reaches about 13,000 active students. UNISKA has been using academic information systems since 2013, the information system is used to support academic services, UPTI is the unit that manages the system. UPTI wants to know the level of service SIA UNISKA from some problems that happened. therefore the best practice framework chosen is ITIL version 3, to know the existing level in SIA UNISKA. ITIL version 3 here will focus on 2 domains, namely Service Operation to know the improvement of service problem and Continual Service Improvement to make continuous improvement. So it is found that the level of service maturity SIA UNISKA in Service Service domain is at level 1 (Initial Level) and Continual Service Improvement is at level 1 (Initial Level) as well, and each value of gap is 1.62 for Service Service domain and 2,41 for the Continual Service Improvement domain. After getting some recommendations from the ITIL process. Then the results of the recommendation is done ranking using AHP method. so that the result of fixing of Service Operation domain are service management as a practice, service operation principles, common service operation activities, service operation processes, organizing service operation, so technology consideration and implementation of service operation, and for Continual Service Improvement domains are Service Management as a practice, CSI principles, CSI processes, CSI Methods and Techniques, Organizing CSI, CSI technology consideration, and Implementing CSI