Manage Assurance for Continuous Improvement Strategy in Rural Internet Service Case Study

ACM ISBN 978-1-4503-8771-2 The ultimate objective the research is to develop a recommendation guideline to manage assurance of the Internet service in rural areas, using a study case of service company with Internet product VSAT Quota Broadband Internet as the basis. To create such a guideline, the key factors for the improvement strategy have to be identified. This identification is based on qualitative research, assessment, gap and binary pass/fail analysis of the current situation especially in system availability, responsiveness to restore Internet service due to system incidents, and service quality using study case in service company VSAT Quota Broadband Internet operation. The analysis is done with respect to COBIT 2019, the major framework in IT management and governance. As a result of the current research, it is found out that good management of service request and incidence resolution is a key parameter to manage assurance. This result of framework analysis is verified by interview result of the key management persons of IT services for Internet provider in rural areas in Indonesia. Areas which still need improvements are also identified.