Winny Annisa Fadhila, . (2024) ANALISIS PENGUKURAN TINGKAT KAPABILITAS LAYANAN SISTEM IT HELPDESK MENGGUNAKAN COBIT 2019 PADA PT ACSET INDONUSA TBK. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
Information system IT Helpdesk services for employee created from new innovations in business institutions in the construction sector has progress in terms of function. Initially, the IT Helpdesk system service of PT Acset Indonusa Tbk employees aimed to improve the effectiveness and efficiency of the request, service, and technical problem complaints process reported by employees or users. Complaints that are often submitted by users of IT Helpdesk system services in the performance of the system are sometimes we find that the report is not in accordance with the actual transaction carried out and the IT Helpdesk system sometimes cannot be opened because the server is down so that the work to be done becomes hampered. Therefore, management analysis of the IT Helpdesk system with recognized and accountable standards is needed using COBIT 2019, which is a framework for governance and management of corporate information and technology. The methods used in this study are interviews, literature studies, direct observation, questionnaires using the Likert scale and through relevant important documents. Based on the results of measurements carried out with the COBIT 2019 Framework, the APO12 process was produced with a Capability Level 2. Meanwhile, the EDM03 and DSS02, DSS03 processes with Capability Level are at level 3 and the BAI10, APO13, DSS04 processes with Capability Level are at level 4 for each sub-process in the process. The resulting Maturity Level is categorized as level 3 (Established).
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 2010512029] [Pembimbing 1: Theresia Wati] [Pembimbing 2: Neny Rosmawarni] [Penguji 1: Kraugusteeliana] [Penguji 2: Nindy Irzavika] |
| Uncontrolled Keywords: | COBIT 2019, PT Acset Indonusa Tbk, IT Helpdesk System, Capability Level |
| Subjects: | Q Science > QA Mathematics > QA75 Electronic computers. Computer science Q Science > QA Mathematics > QA76 Computer software |
| Divisions: | Fakultas Ilmu Komputer > Program Studi Sistem Informasi (S1) |
| Depositing User: | WINNY ANNISA FADHILA |
| Date Deposited: | 01 Oct 2024 03:09 |
| Last Modified: | 01 Oct 2024 03:09 |
| URI: | http://repository.upnvj.ac.id/id/eprint/30858 |
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