EFEKTIVITAS KINERJA IT SUPPORT MENGGUNAKAN FUNGSI SERVICE DESK SEBAGAI SINGLE POINT OF CONTACT (SPOC): STUDI KASUS PT XYZ

Abstract

Service desk is Single Point Of Contact (SPOC) for every problem in every organization that has implemented IT-IL (Information Technology Infrastructure Library.) As SPOC is the spearhead that connects between customer and organization to improve service in company IT Support PT XYZ has run Service desk function, the problem is: is there any influence of success factor servicedesk to servicedesk performance process in it support? The problems contained in the question above are the object of research, which is expected to produce the desired answer, by conducting the research, using the primary data of the sample. Primary data is taken from field survey that is spread questioner to the selected sample. The data obtained will be used for the purposes of multiple regression analysis process, as well as to test the hypothesis of the influence of success factors servicedesk on the performance of servicedesk in it support. The result of the test and analysis is expected to give improvement in support in daily operaional using service desk function.