Evaluation of IT Service Operation for Public Service Using ITIL Version 3 and PDCA CYCLE

IT service operation management has an important role in supporting the effectiveness and alignment of various IT service processes in an organization. We choose The National Land Agency of the Republic of Indonesia (BPN RI) as an object of our research, because BPN RI is a provider of public services. BPN RI must maintain the operational quality of its services. However, the handling of service issues in the helpdesk system has several problems: incident accumulation, length of time handling and provision of solutions that often do not hit the right targets leads to a decrease in service quality and hampered business process continuity. This study aims to evaluate IT Service Operation in BPN RI help desk system to find out gap and then give recommendation of IT Service Operation management based on ITIL V3 best practice focusing on incident management process and problem management. The recommendation can be a best practice for another organization that provide public services too. The research method uses the P-D-C-A cycle, starting from the Check stage, Act, then Plan to know the condition of IT service operation, perform the analysis, and plan the recommendation. The result of the evaluation are the absence of standard operational procedures and many incompatibilities of incident and problem management process. The recommendations after analysis of IT Services operation are among other things is to create an automated detection and create a problem record to directly detect the possibility of recurring incidents to minimize the buildup of problems.