Adinda Nazwa Nabila, . (2026) EVALUASI PROBLEM MANAGEMENT LAYANAN SISTEM INFORMASI PADA PT XYZ MENGGUNAKAN STANDAR ISO/IEC 20000-1:2018. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
Structured IT service management is essential for PT XYZ, as a large scale financing company, to maintain the quality of services provided to its users. Problem management processes that are not managed systematically may lead to recurring incidents that negatively affect system performance. This study aims to analyze the implementation of the IT problem management process at PT XYZ based on Clause 8.6.3 of the ISO/IEC 20000-1:2018 standard. A quantitative research approach was employed, using observation, interviews, literature review, and questionnaires distributed to 80 respondents from the IT Operations division. The research instrument was developed based on Capability Maturity Model Integration (CMMI) indicators and was tested for validity and reliability. The findings indicate that all activities under Clause 8.6.3 achieved an average score above 3.90, categorized as Largely Achieved, while the five subprocesses attained achievement levels ranging from 82% to 85%. Furthermore, the gap analysis revealed a one-level difference between the current maturity level (Level 4) and the expected maturity level (Level 5) across all subprocesses. These findings suggest that PT XYZ's problem management process has been implemented consistently; however, improvements are still required, particularly in root cause analysis and escalation coordination, to achieve the Fully Achieved category.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 2210512066] [Pembimbing: Kraugusteeliana] [Penguji 1: I Wayan Widi Pradnyana] [Penguji 2: Sarika] |
| Uncontrolled Keywords: | Problem management, ISO/IEC 20000-1:2018, Capability Level, IT Service Management, Information Technology Service. |
| Subjects: | T Technology > T Technology (General) |
| Divisions: | Fakultas Ilmu Komputer > Program Studi Sistem Informasi (S1) |
| Depositing User: | ADINDA NAZWA NABILA |
| Date Deposited: | 09 Sep 2026 08:25 |
| Last Modified: | 09 Sep 2026 08:25 |
| URI: | http://repository.upnvj.ac.id/id/eprint/51262 |
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