( Institut Teknologi Sepuluh Nopember )
Keywords: Standard Operating Procedure,ISO/IEC 14764:2006,Perawatan,Software,Hardware,ITIL V3 2011
The Government of Madiun City has been engaging information technology (IT) with their daily routines. To ensure proper use of IT, software and hardware maintenance has been conducted regularly. Yet, the maintenance was done on an adhoc basis when a problem has arisen with software and hardware, and therefore the maintenance activities were not performed in a systematically manner. This situation created other problems, e.g. system breakdown, software bugs, hardware failure. This study focuses on the development of a guideline – that consists of procedures and formulir, to assist maintenance activities in the Government of Madiun City. The procedures were developed according to the IT governance framework that discusses service operation. Prior to the development of procedures, a gap analysis was identified. Then list of activities for software and hardware maintenance were organized within the respective procedures. The result from this study is proposing 7 (seven) procedures, and 12 formulir. This result can assist IT staff in the Government of Madium City when they conduct maintenance for software and hardware.