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Business Process Analysis of Cloud Incident Management Service with Activity Assignment: A Case of PT. XYZ

PT. XYZ is one of the cloud computing service providers in Indonesia. XYZ company started banking and data center software business in 1987, in 2011, the company launched enterprise cloud computing services. This service provides virtual server infrastructure and combines it with network access. The...

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Main Authors: Wibawa, Ngakan Made Satrya, Ramantoko, Gadang
Format: Article
Language:English
Published: UUM Press 2022
Subjects:
HF Commerce
Online Access:https://repo.uum.edu.my/id/eprint/29984/1/JBMA%2012%2001%202022%2051-80.pdf
https://doi.org/10.32890/jbma2022.12.1.3
https://repo.uum.edu.my/id/eprint/29984/
https://e-journal.uum.edu.my/index.php/jbma/article/view/14720
https://doi.org/10.32890/jbma2022.12.1.3
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spelling my.uum.repo.299842023-11-28T08:29:31Z https://repo.uum.edu.my/id/eprint/29984/ Business Process Analysis of Cloud Incident Management Service with Activity Assignment: A Case of PT. XYZ Wibawa, Ngakan Made Satrya Ramantoko, Gadang HF Commerce PT. XYZ is one of the cloud computing service providers in Indonesia. XYZ company started banking and data center software business in 1987, in 2011, the company launched enterprise cloud computing services. This service provides virtual server infrastructure and combines it with network access. The increasing interest of customers who require cloud services allow disruptions to the resources which have been provided. As an experienced company, it has prepared for the disruptions with cloud service management which includes operational aspects of the services. To support the affected services, the company has a Standard Operating Procedure (SOP) which conforms with incident management. However, there are still problems that could potentially interfere with the incident handling process. This can be seen from the observations on the event log where there are indications that activities are not working properly. So, it is necessary to conduct business process analysis to optimize activities of incident management and end-to-end solutions to the customers. The research began with a literature review and data collection. Using the extraction of the event log data and the analysis process, it 806 cases and 5466 activities were found. Then the researchers conducted business process modeling from the event log to run process mining. From the results of process mining and the comparison with the SOP of PT. XYZ, it was found that the business process of incident handling was not implemented. And the average duration of incident handling was 3 to 4 days. This has an impact on the fees charged by PT. XYZ. The result of this research, by processing the data and analyzing the business processes, is knowing the implications for PT. XYZ. Based on the analysis, the researchers provide recommendations that the incident management must increase responsiveness between the service desk and each support team. The optimal incident management development needs to be formed by a functional team for incident monitoring and auto-closed system within a particular time. UUM Press 2022 Article PeerReviewed application/pdf en cc4_by https://repo.uum.edu.my/id/eprint/29984/1/JBMA%2012%2001%202022%2051-80.pdf Wibawa, Ngakan Made Satrya and Ramantoko, Gadang (2022) Business Process Analysis of Cloud Incident Management Service with Activity Assignment: A Case of PT. XYZ. Journal of Business Management and Accounting (JBMA), 12 (1). pp. 51-80. ISSN 2231-9298 (e2636-9249) https://e-journal.uum.edu.my/index.php/jbma/article/view/14720 https://doi.org/10.32890/jbma2022.12.1.3 https://doi.org/10.32890/jbma2022.12.1.3
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutional Repository
url_provider http://repo.uum.edu.my/
language English
topic HF Commerce
spellingShingle HF Commerce
Wibawa, Ngakan Made Satrya
Ramantoko, Gadang
Business Process Analysis of Cloud Incident Management Service with Activity Assignment: A Case of PT. XYZ
description PT. XYZ is one of the cloud computing service providers in Indonesia. XYZ company started banking and data center software business in 1987, in 2011, the company launched enterprise cloud computing services. This service provides virtual server infrastructure and combines it with network access. The increasing interest of customers who require cloud services allow disruptions to the resources which have been provided. As an experienced company, it has prepared for the disruptions with cloud service management which includes operational aspects of the services. To support the affected services, the company has a Standard Operating Procedure (SOP) which conforms with incident management. However, there are still problems that could potentially interfere with the incident handling process. This can be seen from the observations on the event log where there are indications that activities are not working properly. So, it is necessary to conduct business process analysis to optimize activities of incident management and end-to-end solutions to the customers. The research began with a literature review and data collection. Using the extraction of the event log data and the analysis process, it 806 cases and 5466 activities were found. Then the researchers conducted business process modeling from the event log to run process mining. From the results of process mining and the comparison with the SOP of PT. XYZ, it was found that the business process of incident handling was not implemented. And the average duration of incident handling was 3 to 4 days. This has an impact on the fees charged by PT. XYZ. The result of this research, by processing the data and analyzing the business processes, is knowing the implications for PT. XYZ. Based on the analysis, the researchers provide recommendations that the incident management must increase responsiveness between the service desk and each support team. The optimal incident management development needs to be formed by a functional team for incident monitoring and auto-closed system within a particular time.
format Article
author Wibawa, Ngakan Made Satrya
Ramantoko, Gadang
author_facet Wibawa, Ngakan Made Satrya
Ramantoko, Gadang
author_sort Wibawa, Ngakan Made Satrya
title Business Process Analysis of Cloud Incident Management Service with Activity Assignment: A Case of PT. XYZ
title_short Business Process Analysis of Cloud Incident Management Service with Activity Assignment: A Case of PT. XYZ
title_full Business Process Analysis of Cloud Incident Management Service with Activity Assignment: A Case of PT. XYZ
title_fullStr Business Process Analysis of Cloud Incident Management Service with Activity Assignment: A Case of PT. XYZ
title_full_unstemmed Business Process Analysis of Cloud Incident Management Service with Activity Assignment: A Case of PT. XYZ
title_sort business process analysis of cloud incident management service with activity assignment: a case of pt. xyz
publisher UUM Press
publishDate 2022
url https://repo.uum.edu.my/id/eprint/29984/1/JBMA%2012%2001%202022%2051-80.pdf
https://doi.org/10.32890/jbma2022.12.1.3
https://repo.uum.edu.my/id/eprint/29984/
https://e-journal.uum.edu.my/index.php/jbma/article/view/14720
https://doi.org/10.32890/jbma2022.12.1.3
_version_ 1783881389504987136
score 13.211869

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