Pengembangan Sistem Informasi Pemantauan dan Dukungan Kinerja Layanan Operasional di PT XYZ

Abstract

Digitalisasi perbankan dan transformasi ke arsitektur microservices di PT XYZ memicu lonjakan permintaan bantuan teknis yang membebani tim pengembang karena penanganannya masih dilakukan secara manual. Penelitian ini bertujuan untuk merancang, mengembangkan, dan mengevaluasi sistem pemantauan serta dukungan operasional menggunakan Model Spiral guna mempercepat penyelesaian masalah dan meningkatkan produktivitas tim. Kinerja sistem dievaluasi melalui metode Black-Box Testing, survei produktivitas dengan metode System Usability Scale, serta kalkulasi metrik Mean Time to Resolve (MTTR) dan Full-Time Equivalent (FTE). Hasil penelitian menunjukkan bahwa sistem berhasil mencapai tingkat keberhasilan 100% pada pengujian black-box. Sistem ini terbukti memberikan dampak positif bagi pengembang internal dengan skor SUS sebesar 75,00 dengan predikat "Acceptable". Dari aspek efisiensi waktu, penerapan sistem berhasil menurunkan MTTR sebesar 33,7% dan menghemat beban kerja yang setara dengan peningkatan produktivitas 0,37 FTE. Disarankan agar pengembangan ke depan mencakup integrasi notifikasi real-time serta pelaksanaan Penetration Testing secara berkala.

Banking digitalization and the transformation to a microservices architecture at PT XYZ have triggered a surge in technical assistance requests that burden the development team, as problem-handling is still performed manually. This study aims to design, develop, and evaluate an operational monitoring and support system using the Spiral Model to accelerate problem resolution and enhance team productivity. System performance was evaluated through Black-Box Testing, productivity surveys based on System Usability Scale, as well as the calculation of Mean Time to Resolve (MTTR) and Full-Time Equivalent (FTE) metrics. The results showed that the system successfully achieved a 100% success rate in black-box testing. The system was proven to have a positive impact on internal developers with SUS result score of 75,00 and acceptable rating. In terms of time efficiency, the system's implementation successfully reduced MTTR by 33.7% and saved workload equivalent to an increased productivity of 0.37 FTE. It is recommended that future development includes the integration of real-time notifications and periodic Penetration Testing.