Analisis Manajemen Insiden pada Sistem Informasi Manajemen RJD Dr. Amino Gondohutomo Semarang
The purpose of this research is to analyze the level of incident management maturity in RSJD Dr.
Amino Gondohutomo, assessed from service operation based on ITIL V3 framework, provide
recommendation for improvement that can be applied in the future. The data was obtained through study of
literature, interview, and questionnaire UCISA ITIL V3 . Selection of samples based on respondents all of
user the SIMRS and who understand about IT services in the PDE section is saturated sampling. The maturity
level was measured by using ITIL V3 on the service operation area of the incident management process
(3.22), activities needed in place for the success of incident management (3.57), incident management metrics
(1.96), and incident management process interactions (3.55). And the level of incident management maturity
is at level 3 (defined). It means that the process is fully defined, documented, and communicated but has not
been fully managed,therefore it needs to be improved. RSJD Dr. Amino Gondohutomo had been fulfilled 8
from 9 steps of incident management processes based on ITIL V3. Recommendation for improvement
strategies that can be applied to ensure the future conditions to increase the role and responsibilities of the
service desk to be more optimal in incident management, improvement in the preparation of incident handling
procedures and more training is required.