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Abstrak :
Pengukuran quality of experience (QoE) layanan voice over internet protocol (VoIP) dan/atau voice over LTE (VoLTE) merupakan suatu kewajiban bagi operator telekomunikasi yang dinyatakan dengan nilai MOS. Pengukuran QoE saat ini dilakukan dengan menggunakan metode intrusif, baik secara subyektif maupun obyektif dimana metode ini membutuhkan banyak sumber daya serta biaya. Pada penelitian ini diusulkan suatu metode non-intrusif untuk perhitungan QoE dengan menggunakan model prediksi MOS yang berbasiskan pada parameter quality of service (QoS) jaringan yaitu packet loss, delay, dan jitter. Penelitian ini menggunakan 2 jenis codec yaitu AMR 12,2 dan iLBC yang masing-masing digunakan pada VoLTE dan proyek WebRTC milik Google. Penggunaan kedua codec tersebut bertujuan untuk mengetahui dapat atau tidaknya QoE dari layanan VoLTE maupun VoIP secara umum dimodelkan. Berdasarkan sampel pada pengujian di laboratorium, diperoleh model prediksi MOS sebagai fungsi packet loss dan standar deviasi jitter. Pada penelitian ini, dengan menggunakan model prediksi MOS yang dihasilkan sebelumnya, dapat diperoleh penghematan CAPEX maupun OPEX bagi operator telekomunikasi dalam mengukur QoE VoLTE. ...... Quality of experience measurement of voice over internet protocol (VoLTE) and/or voice over LTE (VoLTE) service is an obligation for telecommunication operators which represent by MOS score. QoE measurement currently performed using subjective and/or objective intrusive method in which these methods require a lot of resources and costs.On this research proposed a non-intrusive method to measure QoE using MOS prediction model based on network quality of service (QoS) which are packet loss, delay, and jitter.This research use 2 types of codec, those are AMR 12,2 and iLBC which used for VoLTE and Google’s WebRTC project respectively.The use of these 2 types of codec aims to determine whether the QoE of VoLTE and VoIP service in general can be modeled or not. Based on semaples of laboratory test, it could be obtained MOS prediction model as a function of packet loss and standard deviation of jitter. On this research, by using MOS prediction model generated previously, can be obtained CAPEX and OPEX saving for telecommunication operators on VoLTE QoE measurement.

Abstrak :
Salah satu cara mengukur kualitas layanan teknologi informasi adalah denganditerapkannya perjanjian tingkat layanan. Lamanya waktu penanganan terhadapinsiden dan problem terhadap SLA Service Level Agreement yang telah disepakatiserta masih terjadinya insiden setelah adanya perubahan yang terencana dapatmenurunkan kualitas manajemen layanan teknologi informasi TI sehinggamenurunkan tingkat kepuasan pelanggan terhadap organisasi.PT XYZ merupakan sebuah perusahaan penyedia jasa layanan teknologi informasidi bidang infrastruktur TI. Tujuan dilakukannya penelitian ini adalah untukmengevaluasi serta mengukur tingkat kapabi litas proses-proses manajemenlayanan TI pada PT XYZ serta memberikan rekomendasi bentuk perbaikan prosesberdasarkan COBIT 5.Metodologi yang digunakan di dalam penelitian ini adalah dimulai denganmengidentifikasi permasalahan di organisasi, kemudian menentukan proses domaindi ITIL Versi 3 yang terkait dengan permasalahan dan melakukan pemetaanterhadap proses-proses yang serupa di COBIT 5. Hasil pemetaan tersebut kemudiandiukur tingkat kapabilitasnya. Selanjutnya menentukan target tingkat kapabilitasdan dianalisis kesenjangan antara tingkat kapabilitas saat ini dengan target,membuat prioritas terhadap perbaikan proses yang kemudian dilanjutkan denganmenentukan KPI Key Performance Indicator dan rekomendasi aktivitas setiapproses TI.Berdasarkan penilaian tingkat kapabilitas layanan teknologi informasi denganmenggunakan PAM Process Assessment Model COBIT 5, didapatkan hasil bahwatingkat kapabilitas proses-proses TI berada pada level 3 established . Rekomendasiperbaikan proses tersebut telah tersedia melalui panduan dari COBIT 5. ......One way to measure quality of IT services is by applying SLA Service LevelAgreement . The length of time for incident and problem handling with the agreedSLA and incidents post planned change implementation can degrade the quality ofIT service management, thereby it will decreasing the level of customer satisfactionwith the organization.PT XYZ is an IT service provider and focusing on manage IT infrastructureservices. The main goal of this research is to evaluate and measure the level ofcapability of IT service management processes in PT XYZ and to providerecommendations on the form of process improvement based on COBIT 5The methodology used in this research is begin by identifying the problems in theorganization, then determine the process domain in ITIL version 3 which is relatedto the problem, mapping the similar processes in COBIT 5 and then measure itscapability level. Next step is determine target of capability level and then analyseits gap between current capability level with the target, prioritize the processimprovements which then proceed with determining the KPI Key PerformanceIndicator and activity recommendations for each IT process.Based on the assessment of the capability level of IT services by using PAM Process Assessment Model COBIT 5 showed that the capability level of ITservices are at level 3 established . Recommendations for such processimprovmenet are available through guidance from COBIT 5.

Abstrak :
An understanding of the basic concepts of quality and its management is essential for the professional management of Quality of Service (QoS) in telecommunications. As people increasingly rely on the new services for their lifestyle and work, their expectations for high reliability and quality are bound to rise. QoS is therefore likely to become a major differentiator in a highly competitive telecommunications market. This book is an important contribution to the published material in this field and is essential reading for all those interested in QoS issues.