Model SOP IT Service Desk Berdasarkan Framework ITIL V3

IT services are critical to organizational success because of their ability increase competitiveness and flexibility. In managing quality services, Service Management (ITSM) is needed. ITSM the implementation management meet business needs. To guarantee support ITSM, an Desk (ITSD) function required. ITSD a functional unit consisting number staff who responsible for handling various service activities. The record manage resolve all incidents, problems, requests, access rights by providing central point contact. Therefore, becomes very important in ensuring supporting services. carrying out this function, it necessary develop standard operating procedures (SOPs) so that work more structured measurable. Based on this, researcher created SOP model based ITIL V3 framework with case study Pengembangan dan Penerapan Teknologi Informasi (PPTI) section at Universitas Dinamika. This produces 3 which includes recording requests complaints analysis actions, reviewing actions descriptions 7 Work Instructions, 26 Records. can serve as guide recording, managing, resolving well problem-solving both incidents problems organization.