Soehardja, Jusak Budiman and Soetomo, Moh. A. Amin and Ipung, Heru Purnomo (2014) Creating IT Support Policy on Handling IT Incidents to Meet IT Governance Maturity Target. Masters thesis, Swiss German University.

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Abstract

The incident management process organized by service desk for an organization sometimes is operated without standard. The management in institution X comes to a certain level where they understand that their service desk operated without standard provides trouble shooting to low difficulty level incidents without any improvement and therefore inefficient. The improvement of incident management process needs to follow a certain framework, because it is related with critical day-to-day activities and the management chooses COBIT 5®. The thesis is started by assessing the maturity level, continued by creating policy, Service Level Agreement, Operational Level Agreement, including preparation of the standard input, output and action work products according to the framework. The policy is applied in two different periods in the institution with a number of policy items, control items and key metrics or target to achieve. This research studies show that the policy is not effective to improve service desk effectiveness in the short run. The reasons are to follow the policy, both the users should be educated in a longer period and IT department should be able to utilise all the work products well.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Incident Management, Policy, Service Desk, Governance
Subjects:	T Technology > T Technology (General) > T58.5 Information technology T Technology > T Technology (General) > T58.6 Management information systems
Divisions:	Faculty of Engineering and Information Technology > Department of Information Technology
Depositing User:	Faisal Ifzaldi
Date Deposited:	19 Aug 2021 05:11
Last Modified:	19 Aug 2021 05:11
URI:	http://repository.sgu.ac.id/id/eprint/2143

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