TY - GEN
T1 - Designing IT Service Management at Indonesia Internet Domain Names Registry Association's Helpdesk Function
AU - Hermita, Evelyn Sevina
AU - Sucahyo, Yudho Giri
AU - Gandhi, Arfive
N1 - Funding Information:
8. ACKNOWLEDGMENT This research was supported by PUTI Proceeding grant “Modernizing Indonesian Society: Digital Transformation on Triadic way Business Model” (NKB-867/UN2.RST/HKP.05. 00/ 2020). We would express our gratitude to the Faculty of Computer Science and Directorate of Research and Community Engagement, Universitas Indonesia.
Publisher Copyright:
© 2020 ACM.
Copyright:
Copyright 2020 Elsevier B.V., All rights reserved.
PY - 2020/8/12
Y1 - 2020/8/12
N2 - Indonesia Internet Domain Names Registry Association (PANDI) hosts helpdesk function as a part of .id domain management. It is a one-stop facility for all registrants and the public to submit questions and complaints regarding .id domain names. Previously, helpdesk function had poor performance since its business processes were manual and slow. This research aimed to design Information Technology Service Management (ITSM) implementation as guidelines for PANDI helpdesk. It demonstrated case study research using qualitative approach by involving helpdesk officers, and c-level in depth interview. This research relied on ITIL V3 2011 framework to generate ITSM design: service catalog, Service Level Agreement, and Standard Operating Procedures. It resulted in tracking status, priority label, reporting feature, and service categories can be added on the application side. Those artifacts guided helpdesk to improve the quality of services provided by PANDI. They consisted of a service catalog that includes 11 Customer Facing Service (CFS) and Resource Facing Service (RFS), five SLAs for helpdesk business process services, and three SOPs for account changes request service.
AB - Indonesia Internet Domain Names Registry Association (PANDI) hosts helpdesk function as a part of .id domain management. It is a one-stop facility for all registrants and the public to submit questions and complaints regarding .id domain names. Previously, helpdesk function had poor performance since its business processes were manual and slow. This research aimed to design Information Technology Service Management (ITSM) implementation as guidelines for PANDI helpdesk. It demonstrated case study research using qualitative approach by involving helpdesk officers, and c-level in depth interview. This research relied on ITIL V3 2011 framework to generate ITSM design: service catalog, Service Level Agreement, and Standard Operating Procedures. It resulted in tracking status, priority label, reporting feature, and service categories can be added on the application side. Those artifacts guided helpdesk to improve the quality of services provided by PANDI. They consisted of a service catalog that includes 11 Customer Facing Service (CFS) and Resource Facing Service (RFS), five SLAs for helpdesk business process services, and three SOPs for account changes request service.
KW - helpdesk
KW - IT Governance
KW - IT Service Management
KW - ITIL
KW - ITSM
UR - http://www.scopus.com/inward/record.url?scp=85093921067&partnerID=8YFLogxK
U2 - 10.1145/3418981.3418987
DO - 10.1145/3418981.3418987
M3 - Conference contribution
AN - SCOPUS:85093921067
T3 - ACM International Conference Proceeding Series
SP - 10
EP - 15
BT - Proceedings of ICICM 2020 - 2020 10th International Conference on Information Communication and Management, Worshop
PB - Association for Computing Machinery
T2 - 10th International Conference on Information Communication and Management, ICICM 2020
Y2 - 12 August 2020 through 14 August 2020
ER -