Evaluasi Kinerja Sistem Informasi Menggunakan Framework Cobit 4.1 Domain Deliver and Support (Studi Kasus: Divisi Pelayanan Pelanggan PT. PLN (Persero) Salatiga)
| Main Author: | Maria Kalengkongan, Ruth |
|---|---|
| Other Authors: | Maria, Evi, Fritz Wijaya, Agustinus |
| Format: | Thesis application/pdf |
| Bahasa: | ind |
| Terbitan: |
Program Studi Sistem Informasi FTI-UKSW
, 2013
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| Subjects: | |
| Online Access: |
http://repository.uksw.edu/handle/123456789/2832 |
Daftar Isi:
- Sekarang ini sebagian besar perusahaan baik BUMN maupun swasta telah memanfaatkan teknologi informasi (TI) dalam mendukung kegiatan bisnisnya, tidak terkecuali dengan PT. PLN (Persero) Salatiga. Dalam menjalankan kegiatan proses bisnisnya, PT. PLN (Persero) Salatiga khususnya Divisi Pelayanan Pelanggan didukung oleh Aplikasi Pelayanan Pelanggan Terpusat (AP2T). COBIT adalah standar control SI yang sifatnya umum serta dapat diterima dan diterapkan oleh sebuah organisasi. Penelitian ini bertujuan untuk mengevaluasi kinerja sistem informasi pelayanan pelanggan untuk melihat keefektifan sistem dalam berkontribusi di lingkungan kerja perusahaan menggunakan framework COBIT. Dalam penelitian ini, domain Deliver and Support (DS) dipilih sebagai parameter evaluasi kinerja sistem informasi. Hasil penelitian menemukan bahwa perusahaan telah memahami pentingnya pengelolaan TI dalam proses bisnis perusahaan, hal ini terbukti dari perhitungan Maturity Level PT. PLN (Persero) Salatiga dalam hal ini Divisi Pelayanan Pelanggan rata-rata berada pada level Managed and Measurable.
- Today, most of Government Organizational (GO) and Non Government Organizational (NGO) have taken advantages of Information Technology (IT) in order to support their business activities. PT. PLN (Persero) Salatiga as one of the government organizational does the same thing to its business processes, especially Customer Services Division which supported by the Centralized Customer Services Application. COBIT is an Information System (IS) standard control which is common and can be accepted and implemented by an organization. The aim of this study is to evaluate the performance of customer service information system, to see the effectiveness of the system contributed in the work environment of the company, using the COBIT framework. In this study, Deliver and Support domain was chosen as a parameter of the evaluation of information system performance. The result of this study is that the company has understood the importance of IT Management in the company business process. It is proven by the calculation of Maturity Level PT. PLN (Persero) Salatiga, particularly in the Customer Services Division that the average is on the level of Managed and Measurable.