SLA stands for service level agreement or is a service level agreement in Indonesian. The simplicity of the service level agreement is a tool used by service providers and customers to ensure that cooperation can run smoothly, i.e. by providing clear information on the advantages and disadvantages, so that service providers and customers can know and understand each other. SLA is a binding contractual document between service providers and customers, which describes the commitment, priorities, responsibility of the different services presented, as well as the level of service or standards that the service provider must meet of different sizes to see its performance. Typically, this document is written by B2B or B2G companies such as print service providers, IT companies and other service providers. 1 National Seminar on Indonesian Information Systems, November 1, 2016 CREATION OF SERVICE LEVEL REQUIREMENT DOCUMENT, SERVICE LEVEL AGREEMENT AND OPERATION LEVEL AGREEMENT ON ITIL V3 Based Services Tony Dwi Susanto 1), Eko Wahyu Tyas Darmaningrat 2), Amrina Friska Apriliana 3) Department of Information Systems, Faculty of Information Technology, Teknologi Sepuluh Nopuluh Institute Jl. Arief Rahman Hakim, Surabaya Indonesia 1), 2), 3) Abstract is a way to create value, regardless of the definition of the organization. Improving the quality of information technology is becoming a necessity and a requirement in every public institution, given the increasingly important role of ICTs in improving the quality of IS/IT in order to respect good academic governance. It is one of the technologies of the information system intended for the entire university community and the authentication process for the use of the institutions they have made available. To make it a good one, there must be an objective in the contract between the user and the provider, moreover the contract is necessary to guarantee the improvement of the quality agreed between the provider and the user who is a user of Surabaya. Therefore, it requires an IS/IT product, namely Service Level Requirement, Service Level Agreement and Operational Level Agreement in Surabaya, with interviews and observations about Surabaya users and suppliers, it is made a document service level requirement, a service level agreement and an operational level agreement based on ITIL V3.

Keywords: Good Governance of the University, Service Level Requirement, Service Level Agreement, Operational Level Agreement. 1. INTRODUCTION is a way to create value, regardless of the definition of the organization [1]. IS/IT, in accordance with best practices, is the main objective of any organization, company or institution. Improving the quality of information technology is becoming a necessity and a requirement in every public institution, given the increasingly important role of ICTs in improving the quality of IS/IT in order to respect good academic governance. The Institute for the Development of Information Technology, or often known as the UPT Data Center, is a technical implementation unit in the field of data management, which reports directly to the Rector. Coaching is provided by Assistant Rector 1, responsible for the collection, processing, presentation and storage of information data, as well as the provision of graduation materials and non-profit services for educational programs. LPTSI has a lot of computing that has been used by many communities, be it students, teachers and collaborators.

This is one of the contents contained in SI/TI LPTSI, intended for all academic communities. This is an authentication process for the use of the facilities made available by. Each professor, collaborator and student is entitled to an account. For each university community, access rights are different. However, during implementation, LPTSI did not complete any associated documentation such as the Service Level Agreement, Operation Level Agreement, and Service Level Requirement. . . .

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