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
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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
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
Gambar E.2 Berita Acara 2 ........................................................................................................... E-2
xi
Gambar E.3 Berita Acara 3 ........................................................................................................... E-3
Gambar E.4 Berita Acara 4 ........................................................................................................... E-4
Gambar E.5 Berita Acara 5 ........................................................................................................... E-5
Gambar E.6 Berita Acara 6 ........................................................................................................... E-7
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.