Fuzzy Tsukamoto and ITIL for Improvement Strategy on Incident Ticket Services
Indra Ranggadara, Faculty of Computer Science, Mercu Buana University, Jakarta, Indonesia.
Manuscript received on 02 July 2019 | Revised Manuscript received on 09 July 2019 | Manuscript published on 30 August 2019 | PP: 897-903 | Volume-8 Issue-10, August 2019 | Retrieval Number: J90630881019/2019©BEIESP | DOI: 10.35940/ijitee.J9063.0881019
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: Ticket Incident is a service provided to clients who work with Meraki Digital Indonesia. At present Ticket incident is a significant problem in terms of service, especially in handling correction software that has the highest number of tickets, because the software development planning is not optimal because the client needs software that is built because of the large number of ticket incidents that occur, so it is necessary to improve service to clients. So we need a way to improve incident ticket service using the ITIL method. This improvement method is following the purpose of assessment in each area service operation by using questionnaires, then to correct this problem another approach is needed with Fuzzy Tsukamoto to measure how many tickets need to be completed to improve the services provided. The results of this study based on the assessment using ITIL found Service Operation Processes and Organizing Service Operations as a weakness, and from the results of Fuzzy Tsukamoto with the calculation of 162 tickets that need to be appropriately resolved so that it becomes a reference for developing and improving services provided to clients.
Keywords: Fuzzy Tsukamoto, ITIL, Service Operation, Ticket Incident.
Scope of the Article: Mobile Applications and Services for IoT