ITSM Strategy Using CSI on ITIL V.3 to Improve IT Services

The SIMBARU (Academic information System) developed by PUKSI (Computer Center and Information systems) can manage academic activities. The obstacles that currently occur in the SIMBARU process is how to utilize an IT-based educational service system. It is ready to run/use in the optimal time optimally, providing services with the right target, fast access that can provide satisfaction to users (user), and the vision of mission and institutional business objectives can be realized. Using the PDCA data analysis Method (Plan, Do, Check, and ACT), it is expected to design a SIP document (Service Improvement Plan) to improve the performance of SIMBARU. The design of SIP documents on SIMBARU can be done by using IT Infrastructure Library V. 3 by analyzing the condition of SIMBARU, which then produces output in the form of SIP. The results of this research SIP designed under the knowledge gained from the analysis results can be used as a strategy to improve IT services in college, which resulted in the recommendation of improvement and output in the form of SIP. Repair and SIP recommendations are expected to improve IT services so that the IT service, i.e., SIMBARU can help the academic staff conduct academics in a college. Keyword—Peradaban University, IT Infrastructure Library V.3, Service Improvement Plan (SIP), PDCA(Plan, Do, Check, and Act) Abstrak—SIMBARU (Sistem Informasi Akademik) yang dikembangkan oleh PUKSI (Pusat Komputer dan Sistem Informasi) dapat digunakan untuk mengelola kegiatan akademik. Kendala yang saat ini terjadi pada proses SIMBARU adalah bagaimana cara untuk memanfaatkan system layanan akademik berbasis IT yang siap dijalankan/dipakai dalam waktu yang berkepanjangan secara optimal, menyediakan layanan dengan tepat sasaran, akses yang cepat dimana bisa memberikan kepuasan kepada pengguna (user), serta visi misi dan tujuan bisnis institusi bisa terwujud. Dengan menggunakan metode analisa data PDCA (Plan, Do, Check, and Act), dengan langkah analisis CSF terlebih dahulu, analisis SWOT, dan survei kepuasan pengguna, serta hasil analisis SIMBARU, berhasil membuat rekomendasi berupa perancangan dokumen SIP dengan menggunakan ITIL V.3, rekomendasi SIP (Service Improvement Plan), dapat diimplementasikan guna meningkatkan layanan TI pada perguruan tinggi dalam waktu jangka panjang, sehingga visi, misi, dan tujuan bisnis instutusi dapat terwujud. Kata Kunci— Universitas Peradaban, IT Infrastructure Library V.3, Service Improvement Plan (SIP), PDCA (Plan, Do, Check, and Act) INTENSIF, Vol.4 No.2 August 2020 ISSN: 2580-409X (Print) / 2549-6824 (Online) DOI: https://doi.org/10.29407/intensif.v4i2.14297 204 INTENSIF: Jurnal Ilmiah Penelitian dan Penerapan Teknologi Sistem Informasi


I. INTRODUCTION
An organization or agency must pay attention to satisfying services to its users, which is no less important to pay attention to are IT-based services, such as IT-based academic services in universities. It is the main activity in service to run correctly and efficiently. The current obstacle is how to take advantage of an IT-based educational service system that is ready to run [1]. To improve skills in service in higher education, and service efficiency to users, optimal planning is needed, one of which is by implementing IT Service Management (ITSM). [2]. Information technology services are also needed in the long term to be adequately utilized by its users. At the implementation stage, there are sometimes problems that usually arise, disrupting services that impact users. By exploring new approaches [3] applying the concept of Continual Service Improvement (CSI), which can be used by an organization/institution to improve and maximize information technology services, optimize service costs and underlie the Information Technology Service Management (ITSM) process.
In previous research by Fransiska [4], the implementation of ITSM using ITIL V.3 was able to design incident management and problem management in-service operation and create standard operating procedures (SOPs) based on the results of the network assessment system and IT service infrastructure. In another study [5] and [6] examined the functions of IT service management and architectural frameworks as an interconnected framework, where the results between the service-oriented architecture (SOA) and the information technology infrastructure library (ITIL) have an interrelated model in complementary IT services. Unlike what was done by Fransiska [4], the implementation of ITSM in ITIL V.3 in this study emphasizes the use of CSI. It is done because the SIMBARU academic information system requires a prolonged plan for optimal service.
The CSI (Continual Service Improvement) expects to improve IT services at SIMBARU, which helps academic staff carry out academic activities in higher education. CSI itself is a formal plan containing guidelines and recommendations for carrying out improvements and enhancing IT services, which contains policies that have been mutually agreed upon by stakeholders. Ari Wedhaswara emphasized that implementing a standard service management system can be done by identifying and managing the entire work process and interacting internally and externally. This Continual Service Improvement will be combined with a strategic

A. Information Systems / Information Technology Strategy
Earl (1997) [7] states that the SI strategy answers the question of "what?" in determining the SI application required by an organization. In contrast to the IT strategy, it is more to answer the question of "how?" in choosing infrastructure, technology. Various IS / IT strategies have now been developed, one of which is by [5], [8], and [9] who have succeeded in achieving their goals and benefits in assessing the ITIL process using ITSM.

Continual Service Improvement
The implementation of ITIL V.3 and CSI used in various fields / organizations, such as PT's problems.Telkom MSC East Java Area [12], a university / college [13] , an organization [14] [15] [16], health [17], even governance [18] [19] [20]. The ITIL V.3 cycle can be seen in Figure   1. The explanation of the PDCA cycle method is in Figure 2, below: At the Plan stage, is the stage for identifying and analyzing problems. There are two steps in this Plan stage; the first is Identify the strategy for improvement, which can be used to identify the organization's vision, business needs, organizational strategy, and organizational goals. The second step Defines what should be measured; this step relates to the strategy, objectives that have been set in measuring service, service process management, and the technology required.
This stage can be done by measuring customer satisfaction surveys.
At the Plan stage, is the stage for identifying and analyzing problems. There are two steps in this Plan stage; the first is Identify the strategy for improvement, which can be used to identify the organization's vision, business needs, organizational strategy, and organizational goals. The second step Defines what you should measure; this step relates to the strategy, objectives that have been set in measuring service, service process management, and the technology required.
This stage can be done by measuring customer satisfaction surveys.
The third stage is Check; this stage is carried out to find weaknesses that must be corrected from the information that has been obtained from stage Do. The first step is to analyze the information and data, meaning that when the data has en processed into information, it can be second step is Present and uses the information after the information has been analyzed; it will be converted into knowledge prepared in SIP (Service Improvement Plan).
The fourth stage is the last in the PDCA cycle, namely Act, this stage describes the steps in implementing improvement. The next step determines how to implement SIP based on the check stage results and carry out the overall plan for improvement and improvement when weaknesses have been found.

III. RESULT AND DISCUSSION
The flow of this research can be seen in Figure 3. Factor) analysis, a strategy for SIMBARU is generated, which can be seen in Table 1. Critical Success Factor.  process that occurs in SIMBARU that must be obeyed by its users can be seen in Table 2.
Process in SIMBARU. The second step of the Plan stage is to define what will be measured. SWOT analysis can be used to determine the current state of SIMBARU. The results of the SWOT analysis can be used to determine the material to measure SIMBARU's performance for the results of the SWOT analysis can be seen in Table 3. SWOT. Table 3. SWOT

Strength Weakness Opportunities Threat
SIMBARU is an online information system so that it can be accessed 24 hours anywhere and anytime with an internet connection.
There are delays and service buildup when many users access SIMBARU.
The technology used by SIMBARU can still be developed according to current technological developments.
The condition of electricity service in Univ. Civilization is not stable; there are still frequent blackouts that disturb the running of the SIMBARU server.
The second stage is Do, for the first step is to gather the data; this step is used to collect user satisfaction survey data; the instrument used is the SERVQUAL (service quality) instrument.
Satisfaction indicators can be seen in Table 4. satisfaction Indicators. Regarding the physical appearance of the NEW SIM, the services provided, and the management of SIMBARU.
The function of using the SIMBARU application.

Reliability
Regarding the ability of the SIMBARU application is to respond (convey) information accurately to users.
Deliver information accurately on the matching of courses taken with the tuition fees paid.

Responsiveness
Regarding the ability of the SIMBARU application to respond (respond to) requests promptly to the user.
The timeliness of the SIMBARU application service in providing information when an error/problem occurs.

Assurance
Regarding the SIMBARU application in ensuring the trust of its users.
SIMBARU can be accessed anytime and anywhere, ensuring the security of the user's identity. The second step of the Do stage is to process the data. The sample consists of 60 students consisting of 4 faculties, of which there are 15 people for each faculty. Which then tested the validity of the statements in the questionnaire that had been distributed.
Based on the validity test results, the conclusion is that the type of statement in the questionnaire is valid, provided that the value of r (count) ≥ r (table). With a table of r   value (table) of 4% with a sample size of 60 people, the r-value (table) is 0.11. As for reliability, it can be seen if the value of α> 0.6, where the result is the value of α = 0.74 and is more significant than 0.6, then the questionnaire is declared reliable.
The third stage is Check, for the first step, Analyze the information and data. This step can be done when the Do stage has been completed. The result that the questionnaire statement has been said to be valid and reliable. In Analyze the information and data, use analysis on SIMBARU is carried out. The results can be seen in Table 5.The results of the analysis using SIMBARU are then calculated using a Likert scale on each questionnaire statement.