Peningkatan Kinerja Organisasi TI Berdasarkan Metode DMAIC Dengan Pendekatan Frame Work ITIL V.3

Dalam upaya untuk memberikan layanan TI yang baik dan berkualitas guna mendukung jalannya bisnis proses perusahaan, kemungkinan pencapaian tujuan pemberian layanan TI yang baik dan berkualitas dapat tidak tercapai. Salah satu indikator pencapaian layanan TI tersebut maksimal adalah tercapainya indeks kepuasan pengguna internal terhadap penggunaan layanan TI tersebut. Buruknya indeks pencapaian kepuasan pengguna tersebut dapat disebabkan oleh banyak faktor, salah satunya adalah kinerja organisasi TI. Jenis Penelitan adalah kuantitatif kualitatif dengan desain penelitian adalah deskriptif. Tujuan penelitian adalah untuk mengetahui hal-hal yang mempengaruhi buruknya indeks pencapaian kepuasan pengguna layanan TI dan bagaimana mendapatkan improvement yang tepat, ditinjau dari sisi service operation di organisasi TI Supernova Group. Dilakukan dengan melaksanakan focus group discussion dengan manajemen organisasi TI Supernova Group dan hasil yang diperoleh dianalisa dengan metode DMAIC dengan menggunakan acuan baku ITSM, frame work ITIL v.3. Kesimpulan adalah buruknya indeks pencapaian kepuasan pengguna layanan TI Supernova Group adalah disebabkan tidak adanya beberapa hal berikut, tidak adanya OLA & UC untuk semua layanan, tidak adanya KEDB, tidak adanya problem management, tidak adanya configuration management, kurangnya informasi insiden yang diterima melalui telepon, kurangnya pelatihan serta tidak adanya panduan untuk menentukan prioritas insiden. Hasil improvement adalah adanya peningkatan resolusi penanganan insiden dari 7.686 jam menjadi 4.884 jam serta IT maturity dari incident & problem management process dan service desk function dari 0, 1.5, 1.5 menjadi 1.5, 1.5, 2.5.

May I Borrow a Stapler? Is This All Students Ask at the Service Desk in a University Library?

Objective – The objective of the study is to increase the knowledge about what questions students ask at the library desk and what the purpose is of their use of the desk. Our focus has been on the physical meetings with the students. The aim is to contribute to the discussion on the future development of the library service desk. Methods – We recorded questions asked at the desks to explore how students use the library service desks. The recording, where library staff sorted questions into predefined categories, took place over four weeks between the years 2017–2018. Results – Our recording showed that 63% of the questions asked at the library service desks were about loan services, document delivery, and access to physical and electronic collections. Practical things such as opening hours, lost and found items, and the location of the group study rooms, accounted for 16% of questions. Questions about information technology (IT) made up 8% of questions. Finally, the results showed that 8% of the questions from the four weeks of counting were counselling and guidance questions, and 2% were about literature lists, reference management, and reference management tools. We found more questions about counselling and guidance in the spring weeks and more practical questions in the fall. We did not find any clear connection between the number of questions and the size of the branch libraries. Conclusion – By conducting this study, we have learned more about why students use the library desk. Our study shows that students come to the library desk to ask about a lot more than just borrowing staples. The results from the study will inform the development of the library desk service going forward.

Monitoring and Optimization of E-Services in IT Service Desk Systems

Information management systems have become the most important system for successfully growing firms. This paper gives techniques and tools for measurement and analysis of e-Services in IT Service Desk Systems. The subject of the research is to propose Business Intelligence tools for their monitoring and optimization. Object of the study are these e-Services. Therefore, the aim of this paper is to look into and analyze the performance of these e-Services in IT Service Desk Systems.

Оптимізація бізнес-процесу на основі інформаційної технології в комунікаціях ІТ-проєктів

Актуальність теми дослідження зумовлена світовими тенденціями в сфері розвитку ІТ-технологій та переорієнтацією вітчизняних ІТ-компаній на новий тип управління, що заснований на сучасних інформаційних технологіях та інструментах проєктного менеджменту. Інформаційні технології дозволяють не тільки успішно виконувати завдання управління проєктами, а й забезпечувати ефективну комунікацію між членами проєкту. Це пов’язано з тим, що під час здійснення комунікацій між учасниками проєктних команд виникає багато різних непередбачуваних ситуацій, викликів та загроз, які потребують реакції з боку керівників проєкту та тімлідерів команд.Відповідно до етапів життєвого циклу проєкту проаналізовано технологію планування комунікацій ІТ-проєкту щодо створення програмного продукту. Кожному типу завдань відповідає унікальна система звітності, інформаційні технології та інструменти, що забезпечують збір, обробку, зберігання та обмін інформацією в розрізі внутрішніх, зовнішніх та антикризових комунікацій.Програмне забезпечення управління проєктами Jira можна визнати як комунікаційний центр для команд. Запропоновано вдосконалення інформаційної технології інструментами Jira Software, Jira Service Desk та Confluence, а також наведено пропозиції щодо вдосконалення структури внутрішніх комунікацій проєкту за рахунок оптимізації його часових показників.

Optimisation of the rational proportion of intelligent technologies application in service organisations

Background and Purpose: The growing role and involvement of Artificial Intelligence in modern digital enterprises leads to a considerable reduction of personnel and reorientation of the remaining staff to new responsibilities. However, in many areas like services and support the total elimination of the employed human resources still remains impossible. It is proposed to study the organisational problem of finding the optimal proportion of computer agents and human actors in the mixed collaborative environment. Methods: Using the technology of semantic and statistical analysis, we developed an original model of computer agents’ and human actors’ cooperative interaction and an optimization method, which is novel in considering the focus of the executors while calculating the compliance indicators. Results: The problem was studied by an example of service desk automation. Considering the semantics of the problem domain in the form of ontology introduces the logic for better distribution and automation of tasks. Conclusion: In a modern digital enterprise there exists and can be estimated a rational balance between the computer agents and human actors, which becomes a significant indicator of its performance. In general, human actors are preferable for processing unpredictable events in real time, while agents are better at the modelling and simulation.

Digitalization at the enterprise as the factor for the development Ukrainian’s economy

Introduction. An important step in the development of our country's economy and world activity in general is the digitalization of production and economic processes. Historically, we live in a digitalization`s period. It is necessary to take into account the company`s scope, including the financial capabilities. The purpose of the paper is to study the digitalization`s development in the enterprise and its impact on the economy. Results. In the article presents the main software products for processing financial and accounting information in an enterprise. The computers structure use by Ukraine`s industry is given. An example of digitalization management of leading foreign companies is given. The author's vision of solving the problem of the digitalization`s development at the enterprise is presented. It is global and inclusive. Enterprises working on the introduction and development of digitalization of the following software products:ITSM 365, IntraService, vsDesk, OMNITRACKER, OTRS, Alloy Navigator, Alloy Navigator, ITMan, Pyrus Service Desk, 1С:ITIL. Foreign and large Ukrainian companies use: SAP, Project Expert, EViews. The highest mobile average of employees using computers, in% of the total number of employees in 2019 compared to 2018 in the transport`s scope, households, postal and courier activities increased оn 33 267 people or 6,5 %. Conclusions. Summarizing the results of the digitalization's study of the enterprise, we can following conclusions, namely: today's transformation processes are a driving force in the development of innovation and strategic planning. Of course, enterprise`s situational management with the use of the latest technologies is the development not only an individual enterprise, but also the whole of the country`s economy. The important factor in economic`s development is digitalization, which has penetrated into all spheres of the public life. On the digitalization`s development in our country are influencing hostilities and pandemic. These factors lead to a reduction in expenditures from the state budget. The government and local authorities need to seek help from developed countries, grants.

What Consumer Responses Make a Brand Experience Create Brand Attachment?

Consumer brand attachment is a relevant driver of brand profitability because it increases, for example, purchase intention, positive word-of-mouth, and the willingness to pay a price premium for the brand. Hence, understanding the factors determining consumers’ brand attachment has generated great interest within the marketing discipline. In the process of attachment formation, marketers consider consumers’ experiences with a brand relevant. However, the literature has not provided marketers with an integrated representation of what to consider when creating brand experiences that are supposed to create brand attachment. A consumer’s brand experience is a subjective internal response to contact with a brand-related stimulus, such as a brand’s product, service, advertisement, social media activity, store, or event. For example, test driving a brand’s car, contacting a brand’s service desk, and dancing at a brand event are brand moments that elicit subjective brand experiences. Although the literature presents several characteristics of brand experiences that may positively affect brand attachment, it does not specify the fundamental underlying factors by which a brand experience produces the feeling of brand attachment. This article extends the literature by identifying the internal responses to a brand moment that are relevant for its attachment creation. First, this paper describes how humans create attachment. We explain that consumers do not permanently feel attached to their attachment objects, such as brands, but construct and feel the feeling of attachment at times of a related need. To construct the feeling of brand attachment at a time of need, consumers use activated thoughts and feelings, that is, retrieved episodic memories related to the brand, memories of feelings related to the brand, and/or semantic memories about the brand’s characteristics. Then, this research focuses on consumers’ individual episodes with a brand and the question of what inner responses to such brand moments cause or support the creation of brand attachment. We infer that the extents to which a brand experience includes pleasure, perceived distinctiveness, and arousal determine its attachment creation. Hence, pleasure, perceived distinctiveness, and arousal are the internal responses to a brand moment that create attachment. We present two empirical studies. Our research seeks to provide value to marketing practice because the creation of brand attachment is highly relevant to marketers. We recommend that marketers use the three experience responses identified in this research (pleasure, perceived distinctiveness, and arousal) as a guide when creating marketing activities intended to strengthen brand attachment. The more pleasure, perceived distinctiveness, and arousal the target group experiences, the more the brand moment creates brand attachment. Marketers may use the items that we propose to assess (or pre-test) the extent to which an activity evokes the responses relevant for attachment formation. Since pleasure/displeasure and arousal constitute core affect, they can represent any prototypical feeling that a brand moment elicits without measuring such specific feelings (Russell and Barrett 1999). For example, high pleasure (displeasure) and high arousal can form delight (anger), whereas high pleasure (displeasure) and a moderate level of arousal can form satisfaction (dissatisfaction) (Oliver et al. 1997). Finally, we point out that marketers may misinterpret studies that have suggested that, for example, sensory experiences and intellectual experiences create brand attachment or related constructs (e.g., Chen and Qasim 2021; Iglesias et al. 2019). Since most experiences that marketers create are, on average, pleasurable, positive relationships between such experiences and attachment make sense (empirically). However, this paper argues and demonstrates that brand experiences do not create brand attachment because consumers had, for example, a strong sensory experience but because (and only if) the experience contained pleasure.

Analysis of 28 antiretroviral drug dispensing units in the state of Ceará

Objective: To characterize the physical structure of antiretroviral Drug Dispensing Units (DDU) as well as the conditions of service offered to People Living with HIV/SIDA (PLHS). Methods: This is a descriptive, quantitative and exploratory study. Data collection occurred from a semi-structured form composed of 46 questions that was sent to the e-mails of the responsible for Antiretroviral (ARV) dispensing services, containing questions related to human resources and infrastructure characteristics of the units. Results: A total of 28 DDU participated in the study. It was observed that 71.4% (n=20) of these were implanted in replace assistance by care for patients with Sexually Transmitted Infections (STI) and Acquired Immunodeficiency Syndrome (SIDA) associated with Human Immunodeficiency Virus (HIV) Infection. Regarding the dispensing area of supplies and medicines, this was higher than 14m² in 80% and higher than 5m² in 90% of the sample studied. All units used the logistical drug control system for dispensing control; however, not all professionals in the units were able to operationalize it. Additionally, it was found that in 28.6% (n=8) of the DDU the waiting room/corridor was not adapted for people with disabilities, besides not having priority service as provided by law. It is also emphasized that, in 35.7% (n=10) of the services, the counter where the ARV were dispensed did not facilitate direct contact with the PLHA. In addition, about 29.0% (n=8) of the services had individual service counters with table and chairs available to users and in 60.7% (n=17) there were only counter/counter for service. Also, grids were found in the service desk, separating the attendant from the user in 71.4% (n=20) of the services. The room for individualized service and pharmaceutical clinical care was present in only 32.2% (n=9) of the services. Conclusion: It is suggested that there are adjustments in the physical structure of the units, as well as the need is urgent for individualized and private service, according to the specificities of each service, in order to strengthen the direct relationship between pharmacists and patients and, in particular, ensure humanized assistance.