Uyun, Khurrotul (2025) PERANCANGAN SOP MANAJEMEN INSIDEN TI MENGGUNAKAN FRAMEWORK ITIL V3 (STUDI KASUS: DISDUKCAPIL KOTA MALANG). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The development of information technology encourages the government to improve public services through electronic-based government systems. The Population and Civil Registration Office of Malang City has implemented various information systems, such as SIAPEL-TEGAS and Lapor Pak, but still often experiences IT incidents that disrupt services. Based on internal data, 83 IT incidents were recorded during the period 2022-2024, with around 65% of them classified as moderate to high and impacting more than one service unit. Currently, Population and Civil Registration Office of Malang City does not have a systematic Standard Operating Procedure (SOP) for handling IT incidents, so an ITIL V3-based SOP design is needed. This thesis aims to design an IT Incident Management SOP that complies with ITIL V3 principles to handle incidents quickly, precisely and consistently. The methods used include data collection through literature studies and interviews, gap analysis between existing conditions and ideal conditions, and designing SOP documents that are tested through a verification and validation process. The results of this thesis are in the form of three main SOP documents, namely the Incident Identification, Handling, and Closing SOPs, along with four supporting forms and one incident prioritization guide. All documents have been verified and validated so that they can be used as official guidelines in the IT Incident Management process at Population and Civil Registration Office of Malang City.
| Item Type: | Thesis (Undergraduate) | ||||||||||||
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| Subjects: | Z Bibliography. Library Science. Information Resources > ZA Information resources | ||||||||||||
| Divisions: | Faculty of Computer Science > Departemen of Information Systems | ||||||||||||
| Depositing User: | Khurrotul Uyun | ||||||||||||
| Date Deposited: | 13 Jun 2025 02:30 | ||||||||||||
| Last Modified: | 13 Jun 2025 02:30 | ||||||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/37488 |
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