Sukristiyanti, Sukristiyanti and Soetomo, Moh. A. Amin and Ipung, Heru Purnomo (2017) Improvement Of Service Operation Capability In XYZ Bank Of “Cash Management” By Using IT Service Management. Masters thesis, Swiss German University.

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Abstract

Study on the implementation of IT Service Management framework, IT Infrastructure Library (ITIL) to Cash management application has been conducted by applying phenomenological and qualitative approach methodology. The research studies whether or not the operation of corporate cash management services comply with the SLA, the standard of service operations or key performance indicator (KPI) were applied, and if performance of management service operations meet the KPI. The study results in that there was a surge of complaint from Gold customer in April 2017 originating from Bill collection/payment in the cash management application. Application performance in term of service login is 2.66 second, which is 45% higher than March 2017. The average response time of balance inquiries is 1.07 seconds decreasing compare to March 2017 of 1.02 seconds. Study on IT Service Desk Agent capabilities finds the absence of clear format for Cash Management application education program for the Service Agents. Cash Management Corporate service KPI has been implemented in IT Service Operation Unit and included in the SLA where abandoned call must be less than 8%. Special capabilities of ITSM to create value for customer in the form of services, process, methods, functions, roles, activities have been included in standard operating procedure (SOP) and operational guides. Both have contained SLA to measure operational success. Study also finds the absence of SLA in application management, but overall MCM process has been implemented according to SOP, Operational Guides and the ITSM Framework. he cash management application has been implemented according to SOP, Operational Guide and the ITIL framework. Main problems in the service operations of the application are the number of Service Agent provided, human resource competency and slow coordination among Work Unit. Improvements are required by increasing the number of Service Agent, capabilities of the Service Agents by creating a continuous education program and administration support in logistics and shifting schedule of the Agent. Furthermore, further study is required to implement SLA in application management to enable the development of system recovery.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	ITSM; ITIL; Service Operation; Cash Management
Subjects:	H Social Sciences > HG Finance > HG1501-3550 Banking T Technology > T Technology (General) > T58.5 Information technology
Divisions:	Faculty of Engineering and Information Technology > Department of Information Technology
Depositing User:	Astuti Kusumaningrum
Date Deposited:	12 May 2020 09:33
Last Modified:	12 May 2020 09:36
URI:	http://repository.sgu.ac.id/id/eprint/290

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