Analisis dan Desain Pengguna Layanan TI dada Problem Management dan Incident Management di Rumah Sakit Banyuasin
DOI:
https://doi.org/10.62712/juktisi.v5i2.1485Keywords:
ITIL V4, Manajemen Insiden, Manajemen Masalah, Manajemen Layanan TI, Rumah SakitAbstract
Pemanfaatan teknologi informasi pada rumah sakit menjadi unsur penting dalam menjaga kesinambungan pelayanan medis dan administratif. RSD Banyuasin masih menghadapi gangguan sistem, keterlambatan penanganan, serta masalah berulang karena pencatatan insiden, mekanisme eskalasi, dan dokumentasi akar penyebab belum dilaksanakan secara terstruktur. Penelitian ini bertujuan menganalisis kondisi pengelolaan layanan teknologi informasi serta merancang proses Manajemen Insiden dan Manajemen Masalah berdasarkan kerangka ITIL V4. Penelitian menggunakan pendekatan deskriptif kualitatif dengan metode studi kasus. Data diperoleh melalui observasi, wawancara dengan petugas teknologi informasi, kepala unit, dan pengguna layanan, serta analisis dokumen pendukung. Analisis dilakukan dengan membandingkan kondisi berjalan terhadap praktik ITIL V4 melalui analisis kesenjangan. Hasil penelitian menunjukkan enam kesenjangan utama, yaitu belum tersedianya pencatatan tiket terpusat, klasifikasi dan prioritas yang baku, mekanisme eskalasi, dokumentasi akar masalah, basis pengetahuan, serta evaluasi layanan yang berkelanjutan. Rancangan yang dihasilkan mencakup alur pelaporan, pencatatan, klasifikasi, prioritas, diagnosis, eskalasi, penyelesaian, penutupan, analisis akar penyebab, dan pencatatan known error. Rancangan juga dilengkapi arsitektur sistem helpdesk, basis aturan penanganan, target waktu respons, dan rancangan antarmuka. Penerapan rancangan diharapkan meningkatkan kecepatan penanganan, mengurangi insiden berulang, dan mendukung kontinuitas layanan teknologi informasi di RSD Banyuasin.
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Copyright (c) 2026 Ali Imron, Zena Lusi, Putri Intan Avita, Fahri Rahman
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