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"ABSTRAKHAI DJPb merupakan layanan IT helpdesk terintegrasi yang diluncurkan pada tahun 2016 oleh Ditjen Perbendaharaan melalui Keputusan Direktur Jenderal Perbendaharaan Nomor KEP-428/PB/2016 untuk mendukung pelaksanaan tugas dalam memberikan pelayanan kepada seluruh mitra kerjanya. Sebagai organisasi sektor publik, kepuasan pelanggan menjadi salah satu elemen kunci dalam kesuksesan penerapan model bisnis berbasis software-as-a-service. Saat ini layanan HAI DJPb membuka empat kanal layanan yaitu portal, call center, web chat, dan email. Dalam kegiatan operasional sehari-hari kinerja HAI DJPb masih kurang optimal, hal ini ditunjukkan dengan berbagai permasalahan yang timbul dalam pengelolaan layanan HAI DJPb. Salah satu akar masalah yang ditarik peneliti menunjukkan bahwa belum pernah dilakukan evaluasi berdasarkan praktik terbaik dalam layanan HAI DJPb. Penelitian ini bertujuan untuk melakukan evaluasi terhadap layanan HAI DJPb dan memberikan rekomendasi perbaikan layanan. Penelitian ini melakukan penilaian terhadap HAI DJPb dengan menggunakan ITIL Service Support Self Assessment Service Desk, pertanyaan yang terdapat di dalamnya diajukan kepada pengelola HAI DJPb, dari hasil jawaban dilakukan observasi untuk mencari bukti pendukung. Hasil dari analisis penelitian ini adalah dari sembilan level yang terdapat pada ITIL Service Support Self Assessment Service Desk, empat level dapat dilewati, sedangkan lima level belum dapat dilewati. Dari hasil penilaian tersebut penulis memberikan rekomendasi untuk untuk digunakan sebagai peningkatan kualitas layanan HAI DJPb.

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ABSTRACTHAI DJPb is an integrated IT helpdesk service launched in 2016 by the Directorate General of Treasury through Director General of Treasury Decree Number KEP-428/PB/2016 to support the implementation of duties in providing services to all its partners. As a public sector organization, customer satisfaction is one of the key elements in the successful implementation of a software-as-a-service based business model. Currently HAI DJPb services open four service channels, namely portals, call centers, web chat and e-mail. In the day-to-day operational activities of HAI DJPb's performance is still not optimum, this is indicated by various problems that arise in the management of the HAI DJPb service. One of the root causes of the researcher showed that evaluations had not been carried out based on best practices in the HAI DJPb service. This study aims to evaluate the HAI DJPb service and provide recommendations for service improvements. This study assessed HAI DJPb by using ITIL Service Support Self Assessment Service Desk, the questions contained therein were submitted to the manager of the HAI DJPb, and the results of the questions were observed to look for supporting evidence. The results of the analysis of this study are from nine levels found in the ITIL Service Support Self Assessment Service Desk, four levels is pass, while five levels are fail. From the results of the assessment, the authors provide recommendations to be used as an increase in the quality of HAI DJPb services."

"The handbook of service description introduces an in-depth overview of service description efforts. The book also highlights the recent Unified Service Description Language (USDL) in detail and discusses its methods.The handbook of service description is the normative scientific reference for the upcoming standardization of the Unified Service Description Language (USDL). Complete documentation is included."

"ABSTRAKPT Telekomunikasi Indonesia (Telkom) merupakan perusahaan yang memiliki usaha utama dibidang penyelenggaraan jaringan, jasa telekomunikasi dan informatika. Berbagai jenis produk Telkom dihasilkan dengan berbasiskan teknologi jaringan internet protocol (IP) yang didukung oleh luasnya infrastruktur telekomunikasi Telkom. Pada kondisi terjadi gangguan infrastruktur yang berakibat saturasi bandwidth diharapkan layanan dapat beroperasi dengan kualitas yang baik sesuai dengan service level agreement (SLA) produk dan jenis pelanggan. Fakta yang terjadi pada saat keadaan saturasi bandwidth yaitu performansi layanan koneksi data dan internet menjadi lambat, tidak dapat melakukan panggilan telpon serta terjadi penurunan kualitas layanan televisi. Penelitian ini bertujuan untuk mengetahui perancangan QoS yang ideal terhadap jenis produk berbasis IP pada infrastruktur backbone Telkom agar memberikan prioritas traffic pada saat terjadi saturasi bandwidth. Rancangan QoS bersumber pada studi komposisi biaya setiap jenis produk, SLA, segmen pelanggan, dan utilisasi penggunaan bandwidth pada infrastruktur Telkom. Dalam keadaan infrastruktur normal, penerapan QoS ini tidak memiliki pengaruh terhadap penerapan proses antrean paket pada network element infrastruktur jaringan. Sebaliknya, implementasi QoS sangat berguna jika terjadi traffic congestion yang berakibat pada saturasi bandwidth. Dengan diterapkannya QoS pada setiap network element infrastruktur jaringan akan memberikan jaminan bandwidth dan preferensi prioritas bagi masing-masing jenis produk berbasis IP.

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ABSTRACT

PT Telekomunikasi Indonesia (Telkom) is a company whose core business is in network operations, telecommunications services and informatics. Various types of Telkom products are produced based on internet protocol (IP) network technology which is supported by the broad telecommunications infrastructure. In conditions of infrastructure disruption, it is expected that services can operate with good quality in accordance with the product service level agreement (SLA) and type of customer. The fact that the performance of data connection services and the internet becomes slow, unable to make telephone calls and low quality of television services. This study aims to determine the ideal QoS design for IP-based products on Telkom's backbone infrastructure when bandwidth saturation occurs. The QoS design is based on the study of cost composition in each products, SLA, customer segment, and bandwidth usage utilization. In normal operation, the application of QoS has no effect on the implementation of the packet queue process on network infrastructure element networks. Conversely, QoS implementation is very useful if there is traffic congestion which results in bandwidth saturation. With the implementation of QoS on each network element, network infrastructure will provide bandwidth guarantees and priority preferences for each type of IP-based product."

""How to land a top-paying federal job" is the ultimate guide to securing a government job, internship, or fellowship. Written by a successful career coach who has climbed the federal career ladder herself and served as a hiring manager, the book steers applicants through every stage of their job searches - from finding unadvertised openings and getting interviews to sealing enviable deals and even get ting promoted. Drawing on interviews with more than 100 federal hiring managers, the book reveals the secrets to impressing these gatekeepers online, on paper, and in person - information that is available nowhere else. The updated second edition includes more get - ahead tips; new templates for writing winning applications; expanded directories for internships, fast-track management training programs and fellowships; and the latest helpful websites. Complete with a companion CD filled with sample resumes, checklists, and templates, this indispensable book gives readers the inside scoop on landing some of the nation's most secure, well-paying, and rewarding jobs-in all 50 states and abroad!"

"Perkembangan teknologi informasi saat ini sudah mengalami kemajuan yang sangat pesat dalam jangka waktu yang cukup singkat, hal itu memicu pengembangan aplikasi yang memanfaatkan sistem cloud computingkarena mampu mengefisiensikan pengeluaran biaya dan sumber daya yang digunakan untuk aplikasi. Pada penelitian ini dilakukan pengujian performansi pada SIMPLE-O yang diterapkan pada cloud computing. Dari hasil dua pengujian performansi SIMPLE-O didapatkan bahwa untuk pengujian dengan metode GET yaitu pada saat pengguna hanya mengakses halaman utama dari aplikasi, performansi SIMPLE-O pada layanan cloud computing lebih baik dibandingkan dengan shared hosting, dimana cloud computing mengalami error sebesar 1,70 % dari 6000 request yang terkirim dengan response time rata-rata sebesar 32,62 s. Sementara shared hosting mengalami error sebesar 18,04 % dari 6000 request yang terkirim dengan response time rata-rata sebesar 36,27 s. Namun untuk pengujian dengan metode POST yaitu pada saat aplikasi SIMPLE-O melakukan proses penilaian otomatis terhadap jawaban yang dikirimkan, performansi SIMPLE-O pada layanan cloud computing sedikit lebih buruk dbandingkan dengan shared hosting, dimana cloud computing mengalami error sebesar 1,60 % dari 1000 request yang terkirim dengan response time rata-rata sebesar 63,95 s. Sedangkan shared hosting mengalami error sebesar 0,30 % dari 1000 request yang terkirim dengan response time rata-rata sebesar 52,67 s.

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The development of information technology have progress very rapidly in a relatively short period of time, it triggers the development of applications that take advantage of cloud computing systems because have more efficient cost and resource for application.From the results of two performance testing SIMPLE-O, for the testing with GET method it was found that when the user only access the main page of the application, the performance of SIMPLE-O in cloud computing services is better than shared hosting, where cloud computing has an error by 1.70% from the 6000 request that sent with average response time in 32,62 s. While shared hosting has an error by 18.04% from the 6000 request that sent with average response time in 36,27 s. However, for testing with POST method, that when the application SIMPLE-O doing aautomatic process to assessment the exam’s answer from the user, the performance of SIMPLE-O in cloud computing services slightly worse than shared hosting, where cloud computing which has an error by 1.60% from 1000 request that sent with average response time in 63,95 s. While shared hosting has an error by 0.30% from 1000 request that sent with average response time in 52,67 s."