Evaluation and Proposed Improvement of IT Service Management Based on DMAIC Method Using IT Infrastructure Library (ITIL) v.3 Framework at PT XYZ

The development of information technology (IT) in the era of globalization in today's business development plays a very important role in helping companies achieve the vision and mission that have been formulated in the business strategy. One of the indicators of achievement in 2019 related to IT service user satisfaction is illustrated by the IT service user satisfaction index which is still below the established standard. These factors are the basis of the poor performance of IT organizations in the services provided. Conducting a Focus Group Discussion (FGD) as a data collection technique using a saturated sample of the entire population in the company, amounting to 20 employees from IT organizations. This research was conducted with the aim to find out in more detail what things are the main factors of the poor IT service user satisfaction index so that it gets the right improvement for its improvement by evaluating the service operation process in IT organizations, then the results obtained are analyzed using the method. DMAIC uses ITSM standard reference standards, the ITIL v.3 framework. The results of this study conclude that some of the factors causing the poor satisfaction index of IT service users are due to the absence of SLM on OLA for all services, the non-integration of the problem management process with service desk function services, and the lack of identification of the service desk team.