Analysis of Trouble Ticket System Using COBIT 5 Framework (A Case Study Approach)

摘要

Trouble Ticket System is an application used to deal with customer complaints related to interference from telecommunication networks. The object used in this research is trouble ticket system in telecommunications infrastructure provider. The goals of IT Management of Trouble Ticket System on information security are having ISO/ IEC 27001 certification and structured governance that provides not only the details of the processes involved in each area focusing on effectiveness and efficiency, but also insights into how business practices can produce sustainable results. It is therefore necessary to analyze IT governance, especially for information security. The maturity level will analyze the difference between the company's performance objectives and the company's current capabilities. COBIT 5 combined with CMMI used to analyze the information security of trouble ticket system. Interview and questionnaire were also used in this research. The analysis results show that the target capacity level for the 5 domains is 3. The results of the obtained assessments on EDM03, APO12 and BAI06 are 0, which means the process is incomplete. The value of APO13 capacity is 1 (Process executed) and the value of the capacity DSS05 is 3 (Process established), but not completely reached. There is a difference in the target and current level of capacity that underpins the author to propose recommendations, such as complete the output (work products) at level 1 and generic practices at level 2 and 3.