Implementation of incident management for data services using ITIL V3 in telecommunication operator company

Abstract

The development of data services (internet) in Indonesia is increasing for each year. The research firm emarketer said that the population netter in Indonesia reached 83.7 million people in 2014, and in 2017 is estimated to reach 112 million people. pt. xyz is a company with business in telecommunications by providing data services as one of its business processes. But in that business process, often the emergence of an incident which resulted in delays in the services provided. Therefore this study was conducted to evaluate the incident management process applied by the company in conducting prevention / resolution of the incident. Incidents that use in this research is incident that cause interference in data service (internet) were received by users or result in failure of the system in the internal unit. ITIL incident management metrics supposed to be measured processes of incident management companies currently doing a resolution of an incident. itil is used as a guideline in the implementation and evaluation for lifecycle incident management process. the result is metrics kpi incident management is meet the target of resolution time but there are some points that need to be improved, such as the involvement of service desk that only 8% of the total incidents were resolved and the handling of incidents with the level of emergency and critical severity level.