IMPROVEMENT PROCESS OF INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY PROBLEM MANAGEMENT BY PMF IN AN ORGANIZATION

Rizki Hamonangan

Abstract


Improvement is a delicate process, it needs more than just knowledge, resource or other attribute but it’s all that capability that wrap in perseverance and guide by a definite guidance. The study is to get knowledge on how to improve the problem management process by using PMF. PMF is a framework that could identify the maturity level of process in service management individually or service management as whole. There are 3 main process in this research, the first one in getting the current level of maturity, the second one is define the next target level and the last one is measure the improvement to identify “what target that have been achieved ?” and “what need to be improved ?”. The result of this study is an effective improvement process that can be used to improve problem management, which is guidance as part of continuous process improvement for the organization.


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ISSN : 2251-1563