A Smart Decision Tool Based on AHP Method in e-Reporting Change Management Request

This research aims to improve business processes by developing innovations that support the processing and acquisition of information and support the determination of release monitoring priority decisions in Telkom sigma. The problem in this study is that the service priority list used as a basis for priority decisions is currently produced manually, which causes a delay in determining the priority of release monitoring, which in turn slows the speed of anomalies detection and countermeasure needed to maintain service levels and customer satisfaction. The solution chosen was to develop an intelligent e-reporting system that supports release information acquisition and processing. The system is equipped with a Smart Decision tool based on the Analytic Hierarchy Process (AHP) to help the determination of monitoring priority decisions. The evaluation result shows that the ranking of priority releases produced by the tool has an accuracy rate of 88.8%. Furthermore, there are 3 out of 27 total releases that have a rank that is less following the severity level obtained from the analysis of the user. The result shows that the solution has successfully supported the acquisition and processing of information related to decision-making in release monitoring prioritization in Telkom sigma.