IMPLEMENTASI LAYANAN HELPDESK (STUDI KASUS : …repository.unpas.ac.id/32495/3/133040014_cover_dll_20171.pdf · (STUDI KASUS : FAKULTAS TEKNIK UNPAS) TUGAS AKHIR ... dan etika penulisan

IMPLEMENTASI LAYANAN HELPDESK

(STUDI KASUS : FAKULTAS TEKNIK UNPAS)

TUGAS AKHIR

Disusun sebagai salah satu syarat untuk kelulusan Program Strata 1,

di Program Studi Teknik Informatika, Universitas Pasundan Bandung

oleh :

Riska Ulfah Pujiani

NRP : 13.304.0014

PROGRAM STUDI TEKNIK INFORMATIKA

FAKULTAS TEKNIK

UNIVERSITAS PASUNDAN BANDUNG

NOVEMBER 2017

LEMBAR PENGESAHAN

LAPORAN TUGAS AKHIR

Telah diujikan dan dipertahankan dalam Sidang Sarjana Program Studi Teknik Informatika

Universitas Pasundan Bandung, pada hari dan tanggal sidang sesuai berita acara sidang, tugas

akhir dari :

Nama : Riska Ulfah Pujiani

Nrp : 13.304.0014

Dengan judul :

“ IMPLEMENTASI LAYANAN HELPDESK

(STUDI KASUS : FAKULTAS TEKNIK UNPAS) ”

Bandung, 28 November 2017

Menyetujui,

Pembimbing Utama, Pembimbing Pendamping,

(Muhammad Tirta Mulia., ST., MT) (Sandra Islama Putra., S,Si,M.Kom)

LEMBAR PERNYATAAN KEASLIAN TUGAS AKHIR

Saya menyatakan dengan sesungguhnya bahwa :

1. Tugas akhir ini adalah benar-benar asli dan belum pernah diajukan untuk mendapatkan gelar

akademik, baik di Universitas Pasundan Bandung maupun di Perguruan Tinggi lainnya

2. Tugas akhir ini merupakan gagasan, rumusan dan penelitian saya sendiri, tanpa bantuan pihak lain

kecuali arahan dari tim Dosen Pembimbing

3. Dalam tugas akhir ini tidak terdapat karya atau pendapat orang lain, kecuali bagian, bagian tertentu

dalam penulisan laporan Tugas Akhir yang saya kutip dari hasil karya orang lain telah dituliskan

dalam sumbernya secara jelas sesuai dengan norma, kaidah, dan etika penulisan karya ilmiah, serta

disebutkan dalam Daftar Pustaka pada tugas akhir ini

4. Kakas, perangkat lunak, dan alat bantu kerja lainnya yang digunakan dalam penelitian ini

sepenuhnya menjadi tanggung jawab saya, bukan tanggung jawab Universitas Pasundan Bandung

Apabila di kemudian hari ditemukan seluruh atau sebagian laporan tugas akhir ini bukan hasil karya

saya sendiri atau adanya plagiasi dalam bagian-bagian tertentu, saya bersedia menerima sangsi

akademik, termasuk pencabutan gelar akademik yang saya sandang sesuai dengan norma yang berlaku

di Universitas Pasundan, serta perundang-undangan lainnya.


Yang membuat pernyataan,

(Riska Ulfah Pujiani)

NRP. 13.304.0014

Materai

6000,-

i

ABSTRAK

Information Technology Infrastructure Library (ITIL) merupakan salah satu standard IT Governance, kerangka

kerja umum yang menggambarkan best practice dalam layanan IT [MUS12]. Dalam framework ITIL ini memiliki

lima siklus, yaitu service design, service strategy, service Transition, service Operation dan Continual Service

Improvement. Siklus yang menggambarkan layanan IT terdapat pada service operation.

Penelitian ini dilakukan di fakultas teknik unpas dan khususnya pada layanan helpdesk. Penelitian ini dilakukan

beberapa proses dalam penyelesaiannya, melakukan studi literatur, wawancara dan observasi dalam pencarian

masalah dan penyelesaian masalah tersebut. Pada layanan helpdesk ini disesuaikan dengan framework ITIL agar

dapat memenuhi proses bisnis dengan baik.

Hasil akhir dari penelitian ini adalah penerapan tools pada layanan helpdesk di fakultas teknik unpas dalam

mencapai tujuan dari sebuah organisasi dengan harapan dapat membantu.

Kata kunci : Framework ITIL, Helpdesk, Service Operation

ii

ABSTRACT

Information Technology Infrastructure Library (ITIL) is one of the IT Governance Standards, a

common framework that describes best practice in IT service [MUS12]. In this ITIL framework has five

cycles, namely service design, service strategy, service transition, service operation and continual

service improvement. The cycle that describes the IT service contained on the service operation.

This research was conducted in the faculty of engineering of unpas and in particular on the helpdesk

service. This research was conducted some processes in the solution, studying the literatur, interviews

and observation in the search problem and solving the problem. The helpdesk service is tailored to the

ITIL framework in order to meet business processes well.

The end result of this research is the application of tools on the service helpdesk in the faculty of

engineering of unpas in achieving the objectives of an organization with the hope it can help.

Keywords : Framework ITIL, Helpdesk, Service Operation

iii

KATA PENGANTAR

Ucapan dan rasa syukur penulis layangkan ke hadirat Ilahi Robbi, yang telah berkenan menguatkan

penulis untuk membuat laporan Tugas Akhir dengan judul “Implementasi Layanan Helpdesk (Studi

Kasus : Fakultas Teknik Unpas)

Adapun penulisan laporan ini bertujuan untuk memenuhi salah satu syarat kelulusan Program Strata

1, di Program Studi Teknik Informatika Universitas Pasundan.

Penulis menyadari laporan ini dapat terwujud berkat bantuan dan dorongan dari berbagai pihak.

Maka pada kesempatan ini penulis sampaikan terima kasih yang sebesar-besarnya atas segala bantuan

yang penulis terima baik secara moril maupun materil, sehingga penulis dapat menyelesaikan laporan

ini kepada :

1. Allah SWT, yang selalu memberikan rahmat dan hidayah-Nya bagi penulis.

2. Kepada kedua Orang Tua tersayang dan keluarga yang selalu memberikan motivasi serta do’anya

dalam pembuatan tugas akhir ini.

3. Kedua pembimbing, Bapak Muhammad Tirta Mulia., ST, MT dan Bapak Sandra Islama Putra, S,Si,

M.Kom.

4. Seluruh civitas akademika Teknik Informatika di UNIVERSITAS PASUNDAN BANDUNG, yang

telah memberikan bekal ilmu selama penulis menimba ilmu.

5. Kepada teman-teman seperjuangan Universitas Pasundan Bandung yang tidak bisa semua penulis

sebutkan.

Tiada gading yang tak retak, tiada gelombang tanpa ombak, segala kesalahan merupakan kelemahan

dan kekurangan penulis. Oleh karena itu, penulis harapkan kritik dan saran dari semua pihak demi

perbaikan di masa yang akan datang.

Akhir kata, semoga penulisan laporan ini dapat bermanfaat bagi penulis dan bagi perkembangan ilmu

Teknologi dimasa yang akan datang.


Penulis

iv

DAFTAR ISI

ABSTRAK ................................................................................................................................. i

ABSTRACT ............................................................................................................................... ii

KATA PENGANTAR................................................................................................................ iii

DAFTAR ISI ............................................................................................................................. iv

DAFTAR TABEL ..................................................................................................................... vii

DAFTAR GAMBAR ................................................................................................................ viii

DAFTAR LAMPIRAN ............................................................................................................. x

DAFTAR ISTILAH .................................................................................................................. xii

DAFTAR SIMBOL ................................................................................................................... xiii

BAB I PENDAHULUAN ......................................................................................................... 1-1

1.1 Latar Belakang ............................................................................................................ 1-1

1.2 Identifikasi Masalah .................................................................................................... 1-1

1.3 Tujuan Tugas Akhir .................................................................................................... 1-2

1.4 Lingkup Tugas Akhir .................................................................................................. 1-2

1.5 Metodologi Pengerjaan Tugas Akhir .......................................................................... 1-2

1.6 Sistematika Penulisan Tugas Akhir ............................................................................ 1-3

BAB 2 LANDASAN TEORI .................................................................................................... 2-1

2.1 Good Corporate Governance ....................................................................................... 2-1

2.2 IT Governance ............................................................................................................. 2-1

2.3 IT Governance Standard ............................................................................................. 2-1

2.3.1 ISO/IEC 17799 ..................................................................................................... 2-1

2.3.2 ISO/IEC 27001 ..................................................................................................... 2-2

2.3.3 ISO/IEC 27002 ..................................................................................................... 2-2

2.3.4 ISO/IEC 38500 ..................................................................................................... 2-2

2.3.5 COSO ................................................................................................................... 2-2

2.3.6 COBIT .................................................................................................................. 2-3

2.3.7 ITIL ...................................................................................................................... 2-3

2.4 Service Operation ........................................................................................................ 2-4

2.5 Helpdesk ...................................................................................................................... 2-8

2.6 ManageEngine Service Desk Plus .............................................................................. 2-9

2.7 Sysaid .......................................................................................................................... 2-10

2.8 IT Operasional Portal (iTop) ....................................................................................... 2-10

2.9 Diagram Sebab dan Akibat (Cause and Effect Diagram) ............................................ 2-12

2.9.1 Karakteristik Diagram Sebab dan Akibat ............................................................. 2-12

2.9.2 Keuntungan Diagram Sebab dan Akibat .............................................................. 2-13

v

2.10 Penelitian Terdahulu .................................................................................................. 2-13

BAB 3 SKEMA PENELITIAN ................................................................................................ 3-1

3.1 Rancangan Penelitian .................................................................................................. 3-1

3.2 Analisis Masalah dan Solusi TA ................................................................................. 3-3

3.3 Analisis ........................................................................................................................ 3-5

3.3.1 Peta Analisis ........................................................................................................ 3-5

3.3.2 Kerangka Pemikiran Konsep ............................................................................... 3-6

3.4 Tempat dan Objek Penelitian ...................................................................................... 3-8

3.4.1 Struktur Organisasi Pusdatin Fakultas Teknik Unpas ......................................... 3-8

3.4.2 Deskripsi Tugas dan Tanggung Jawab ................................................................. 3-9

BAB 4 ANALISIS DAN PERANCANGAN ............................................................................ 4-1

4.1 Analisis Keadaan Fakultas Teknik .............................................................................. 4-1

4.2 Analisis Kebutuhan Software ....................................................................................... 4-1

4.2.1 Mapping Software dan Peran ............................................................................... 4-2

4.3 Analisis Kebutuhan Software ....................................................................................... 4-3

4.3.1 Mapping Akses iTop ............................................................................................ 4-3

4.3.2 Mapping User Request ......................................................................................... 4-4

4.3.3 Mapping Portal User ............................................................................................ 4-4

4.4 Perancangan ................................................................................................................. 4-4

4.4.1 Organisasi ............................................................................................................. 4-4

4.4.2 Locations .............................................................................................................. 4-5

4.4.3 Contact ................................................................................................................. 4-5

4.4.4 Service .................................................................................................................. 4-6

4.5 Batasan Masalah .......................................................................................................... 4-6

BAB 5 IMPLEMENTASI ......................................................................................................... 5-1

5.1 Implementasi ................................................................................................................ 5-1

5.1.1 Kebutuhan Hardware............................................................................................ 5-1

5.1.2 Uji Coba ............................................................................................................... 5-1

5.1.3 Configuration Management .................................................................................. 5-2

5.1.3.1 Contact ...................................................................................................... 5-2

5.1.3.2 Locations ................................................................................................... 5-3

5.1.4 Helpdesk ............................................................................................................... 5-4

5.1.5 Incident Management ........................................................................................... 5-5

5.1.6 Problem Management .......................................................................................... 5-8

5.1.6.1 Known Errors ............................................................................................ 5-10

5.1.6.2 FAQ ........................................................................................................... 5-11

vi

5.1.7 Change Management ............................................................................................ 5-12

5.1.7.1 Routine Changes ....................................................................................... 5-12

5.1.7.2 Normal Changes ........................................................................................ 5-14

5.1.7.3 Emaergency Changes ................................................................................ 5-16

BAB 6 KESIMPULAN DAN SARAN ..................................................................................... 6-1

6.1 Kesimpulan ............................................................................................................. 6-1

6.2 Saran ........................................................................................................................ 6-1

DAFTAR PUSTAKA

vii

DAFTAR TABEL

Tabel 2.1 Penelitian Terdahulu ..................................................................................................... 2-13

Tabel 3.1 Rancangan Penelitian .................................................................................................... 3-1

Tabel 3.2 Analisis Peran Implementasi Layanan Helpdesk .......................................................... 3-4

Tabel 3.3 Langkah Analisis .......................................................................................................... 3-6

Tabel 3.4 Kerangka Konsep .......................................................................................................... 3-7

Tabel 3.5 Deskripsi Tugas dan Tanggung Jawab ......................................................................... 3-9

Tabel 4.1 Analisis Kebutuhan Software ....................................................................................... 4-2

Tabel 4.2 Mapping Software dan Peran ....................................................................................... 4-3

Tabel 4.3 Data Locations ............................................................................................................. 4-5

Tabel 4.4 Data Team ..................................................................................................................... 4-5

Tabel 4.5 Batasan Masalah ........................................................................................................... 4-6

Tabel B.1 Data Organisasi ............................................................................................................ B-5

Tabel B.2 Data Person ................................................................................................................... B-6

viii

DAFTAR GAMBAR

Gambar 1.1 Metodologi Tugas Akhir .......................................................................................... 1-2

Gambar 2.1 Siklus Layanan ITIL V3 ........................................................................................... 2-4

Gambar 2.2 Diagram Sebab dan Akibat ....................................................................................... 2-13

Gambar 3.1 Fishbone Diagram ..................................................................................................... 3-4

Gambar 3.2 Peta Analisis .............................................................................................................. 3-4

Gambar 3.3 Kerangka Konsep ...................................................................................................... 3-7

Gambar 3.4 Struktur Organisasi Pusdatin .................................................................................... 3-9

Gambar 4.1 Akses Admin ............................................................................................................. 4-3

Gambar 4.2 User Request .............................................................................................................. 4-4

Gambar 4.3 Portal User ................................................................................................................. 4-4

Gambar 4.4 Organisasi .................................................................................................................. 4-5

Gambar 4.5 Person ........................................................................................................................ 4-6

Gambar 5.1 Kebutuhan Hardware ................................................................................................. 5-1

Gambar 5.2 Link Akses ................................................................................................................. 5-1

Gambar 5.3 Halaman Login .......................................................................................................... 5-1

Gambar 5.4 Tampilan Halaman iTop ............................................................................................ 5-2

Gambar 5.5 Membuat Team .......................................................................................................... 5-2

Gambar 5.6 Membuat Person ........................................................................................................ 5-3

Gambar 5.7 Membuat Locations ................................................................................................... 5-3

Gambar 5.8 Membuat Helpdesk .................................................................................................... 5-4

Gambar 5.9 Helpdesk CIs ............................................................................................................. 5-4

Gambar 5.10 Helpdesk Contacts ................................................................................................... 5-5

Gambar 5.11 Helpdesk Child Request .......................................................................................... 5-5

Gambar 5.12 Helpdesk Work Orders ............................................................................................ 5-5

Gambar 5.13 Helpdesk Attachments ............................................................................................. 5-5

Gambar 5.14 Membuat Incident .................................................................................................... 5-6

Gambar 5.15 Incident CIs ............................................................................................................. 5-6

Gambar 5.16 Incident Contacts ..................................................................................................... 5-6

Gambar 5.17 Incident Child Incidents .......................................................................................... 5-7

Gambar 5.18 Incident Child Request ............................................................................................ 5-7

Gambar 5.19 Incident Work Orders .............................................................................................. 5-7

Gambar 5.20 Incident Attachment ................................................................................................ 5-7

Gambar 5.21 Membuat Problem ................................................................................................... 5-8

Gambar 5.22 Problem CIs ............................................................................................................. 5-8

Gambar 5.23 Problem Contacts .................................................................................................... 5-8

ix

Gambar 5.24 Problem Know Errors .............................................................................................. 5-9

Gambar 5.25 Problem Work Orders.............................................................................................. 5-9

Gambar 5.26 Problem Related Request ........................................................................................ 5-9

Gambar 5.27 Problem Related Incidents ....................................................................................... 5-9

Gambar 5.28 Problem Attachments .............................................................................................. 5-10

Gambar 5.29 Known Errors .......................................................................................................... 5-10

Gambar 5.30 Known Errors .......................................................................................................... 5-11

Gambar 5.31 Known Errors CIs .................................................................................................... 5-11

Gambar 5.32 Known Errors Documents ....................................................................................... 5-11

Gambar 5.33 FAQs ....................................................................................................................... 5-12

Gambar 5.34 Membuat Routine Changes ..................................................................................... 5-12

Gambar 5.35 Routine Changes CIs ............................................................................................... 5-13

Gambar 5.36 Routine Changes Contacts ....................................................................................... 5-13

Gambar 5.37 Routine Changes Work Orders ................................................................................ 5-13

Gambar 5.38 Routine Changes Related Requests ......................................................................... 5-13

Gambar 5.39 Routine Changes Related Incidents ......................................................................... 5-13

Gambar 5.40 Routine Changes Related Problem .......................................................................... 5-14

Gambar 5.41 Routine Changes Related Child Changes ................................................................ 5-14

Gambar 5.42 Routine Changes Attachments ................................................................................ 5-14

Gambar 5.43 Membuat Normal Changes ...................................................................................... 5-14

Gambar 5.44 Normal Changes CIs................................................................................................ 5-15

Gambar 5.45 Normal Changes Contacts ....................................................................................... 5-15

Gambar 5.46 Normal Changes Work Orders ................................................................................ 5-15

Gambar 5.47 Normal Changes Related Requests ......................................................................... 5-15

Gambar 5.48 Normal Changes Related Incidents ......................................................................... 5-15

Gambar 5.49 Normal Changes Related Problem .......................................................................... 5-16

Gambar 5.50 Normal Changes Related Child Changes ................................................................ 5-16

Gambar 5.51 Normal Changes Attachments ................................................................................. 5-16

Gambar 5.52 Membuat Emergency Changes ................................................................................ 5-16

Gambar 5.53 Emergency Changes CIs.......................................................................................... 5-17

Gambar 5.54 Emergency Changes Contacts ................................................................................. 5-17

Gambar 5.55 Emergency Normal Changes Work Orders ............................................................. 5-17

Gambar 5.56 Emergency Changes Related Requests.................................................................... 5-17

Gambar 5.57 Emergency Changes Related Incidents ................................................................... 5-17

Gambar 5.58 Emergency Changes Related Problem .................................................................... 5-18

Gambar 5.59 Emergency Changes Related Child Changes .......................................................... 5-18

Gambar 5.60 Emergency Changes Attachments ........................................................................... 5-18

x

DAFTAR LAMPIRAN

Gambar A.1 Installation Wizard .................................................................................................. A-1

Gambar A.2 Install or Upgrade Choic........................................................................................... A-1

Gambar A.3 Licenses Agreements ................................................................................................ A-2

Gambar A.4 Database Configuration ............................................................................................ A-2

Gambar A.5 Administrator Account ............................................................................................. A-3

Gambar A.6 Micellaneous Parameters ......................................................................................... A-3

Gambar A.7 Configuration Management Options ........................................................................ A-4

Gambar A.8 Service Management Options ................................................................................... A-4

Gambar A.9 Tickets Management Options ................................................................................... A-5

Gambar A.10 Change Management Options ................................................................................ A-5

Gambar A.11 Additional ITIL ...................................................................................................... A-6

Gambar A.12 Redy to Install ........................................................................................................ A-6

Gambar A.13 Redy to Install ......................................................................................................... A-7

Gambar A.14 Done ....................................................................................................................... A-7

Gambar B.1 Link Akses ................................................................................................................ B-1

Gambar B.2 Halaman Login ......................................................................................................... B-1

Gambar B.3 Halaman Utama ........................................................................................................ B-1

Gambar B.4 Membuat Helpdesk ................................................................................................... B-2

Gambar B.5 Assign ....................................................................................................................... B-2

Gambar B.6 Wait for Approval ..................................................................................................... B-2

Gambar B.7 Membuat Incident Management ............................................................................... B-3

Gambar B.8 Membuat Problem Management ............................................................................... B-3

Gambar B.9 Membuat Change Management ................................................................................ B-4

Gambar C.1 Sosialisasi Prodi Teknik Industri .............................................................................. C-1

Gambar C.2 Sosialisasi Prodi Teknologi Pangan .......................................................................... C-1

Gambar C.3 Sosialisasi Prodi Teknik Mesin ................................................................................. C-2

Gambar C.4 Sosialisasi Prodi Teknik Informatika ........................................................................ C-2

Gambar C.5 Sosialisasi Prodi Perencanaan Wilayah dan Kota ..................................................... C-3

Gambar C.6 Sosialisasi Teknik Lingkungan ................................................................................. C-3

Gambar C.7 Sosialisasi Staf IT ..................................................................................................... C-4

Gambar C.7 Sosialisasi Staf IT ..................................................................................................... C-5

Gambar D.1 Izin Penelitian Tugas Akhir ...................................................................................... D-1

Gambar D.2 Permohonan Pembuatan Sub Domain ...................................................................... D-2

Gambar E.1 Berita Acara 1 ........................................................................................................... E-1


xi





Gambar F.1 Daftar Masalah 1 ....................................................................................................... F-1

Gambar F.2 Daftar Masalah 2 ....................................................................................................... F-2

xii

DAFTAR ISTILAH

No Istilah Deskripsi

1 Assign Menetapkan tiket ke agen

2 Attachments Mengunggah dokumen (file atau gambar) ke iTop.

3 Caller Mengidentifikasi Pemanggil

4 CI (Configuration Item) Setiap komponen yang perlu dikelola untuk memberikan layanan IT. CI biasanya meliputi layanan IT, hardware, software, bangunan, orang, dan dokumentasi formal seperti dokumentasi proses.

5 Child Request Permintaan yang terkait dengan permintaan parent

6 Error Code Kode Kesalahan

7 Helpdesk Seseorang yang memberikan layanan bagi pengguna sistem dan teknologi informasi di suatu intitusi tertentu.

8 Impact Seberapa besar potensi kerugian yang ditimbulkan atau seberapa banyak jumlah pengguna yang terkena dampak.

9 Incident Gangguan yang tidak direncanakan pada layanan IT atau penurunan kualitas layanan.

10 iTop Aplikasi Open Source untuk hari-hari operasional lingkungan IT.

11 Key words Kata Kunci

12 Known Errors Mendokumentasikan masalah yang diketahui bahkan jika masalahnya tidak sepenuhnya diperbaiki, misalnya dengan menyediakan solusi.

13 Orign Asal dari permintaan pengguna (mail, monitoring, phone, portal)

14 Person Menggambarkan orang fisik sebagai kontak di CMDB

15 Priority Sebuah kategori yang digunakan untuk menentukan nilai penting sebuah incident, problem, atau change

16 Private log Melacak penyelidikan atau operasi : copy/paste dari baris perintah hasil, ringkasan komunikasi dengan penyedia.

17 Problem Suatu yang terjadi penyebab dari satu atau lebih insiden. Penyebabnya tidak biasanya dikenal pada saat catatan masalah dibuat, dan proses manajemen masalah bertanggung jawab untuk investigasi lebih lanjut.

18 Public log Bertukar informasi dengan pemohon.

19 Related Incidents Menggambarkan insiden terkait

20 Related Problem Menggambarkan masalah terkait

21 Related Requests Menggambarkan permintaan terkait

22 Root Cause Akar permasalahan dari masalah yang terjadi

23 Summary Ringkasan dari masalah yang terjadi

24 Symptom Menggambarkan Gejala dari masalah yang terjadi

25 Troubleshooting Pencarian sumber masalah secara sistematis sehingga masalah tersebut dapat diselesaikan, dan proses penghilangan penyebab potensial dari sebuah masalah.

26 Wait for Approval Tunggu persetujuan dari agent

27 Work Around Tindakan standar (terdokumentasi) untuk mengurangi dampak buruk dari sebuah incident atau problem yang belum diketahui solusi tuntasnya.

xiii

DAFTAR SIMBOL

No Nama Simbol Deskripsi

1 Connector Menggambarkan alur dari proses ke

proses lainnya

2 Off Page Connector

Menggambarkan keluar atau masuk

proses dalam lembar atau halaman yang

berbeda

3 Process

Menggambarkan sebuah langkah proses

atau informasi

4 Decision

Menggambarkan sebuah langkah

pengembalian keputusan

5 Terminator

Menggambarkan permulaan (start) atau

akhir (stop) dari suatu kegiatan