ABSTRAKSI: Penelitian ini dilakukan untuk mengaudit sistem iCaring yang merupakan sistem e-learning yang digunakan di Universitas Telkom dengan menggunakan framework Capability Maturity Model Integration (CMMI). Audit bertujuan untuk mengidentifikasi kelebihan dan kelemahan sistem dalam penyampaian konten-konten e-learning kepada user. Penelitian diawali dengan pengumpulan data dari user menggunakan kuisioner dan dari pengelola sistem melalui wawancara langsung. Data dianalisis menggunakan menggunakan metode Standard CMMI Appraisal Method for Process Improvement (SCAMPI) Class C untuk mengetahui tingkat kapabilitas tiga proses area yaitu service delivery, incident resolution and prevention dan service system transition. Hasil penelitian menunjukkan bahwa pada process area Service Delivery dan Incident Resolution and Prevention, iCaring masih pada level kapabilitas (capability level) 0. iCaring telah memiliki metode penanganan masalah, tetapi belum memilki service agreement dan belum mampu memprediksi kemungkinan masalah yang akan muncul di masa yang akan datang serta metode pencegahannya. iCaring juga kurang dikenal oleh para user. Sedangkan pada process area System Service Transition, I-caring telah mencapai capability level 1 dan telah siap melayani user meskipun dengan kondisi terbatas. Untuk meningkatkan capability level, iCaring disarankan untuk menyediakan service agreement sesuai dengan kebutuhan user dan pengelola..
Kata Kunci : audit, CMMI-SVC, SCAMPI Class C, service delivery, incident resolution and prevention, service system transitionABSTRACT: Evaluation of I-caring system as e-learning service implemented at Telkom University was carried out by using Capability Maturity Model Integration (CMMI) framework. Evaluation was aimed to identify the system strength and weakness in content delivery to users, so that the administrator of the system could make continuous improvement for the system. The study was initiated by collecting data from users by using questioner and by interviewing the system administrator. The data were statistically analyzed by using Standard CMMI Appraisal Method for Process Improvement (SCAMPI) Class C to measure capability level of three process areas: service delivery, incident resolution and prevention and service system transition. Results showed that the capability of iCaring was found at level 0 by two process areas of Service Delivery and Incident Resolution and Prevention. iCaring might be able to solve the problems, but the system has not been set up with service agreement and could not be able to anticipate and to prevent the problems arise in the future. In process area of Service Transition iCaring could reach the capability level of 1. The system was ready to serve the users in limited condition. To improve the level of system capabilities, the iCaring should be completed with service agreement system in accordance with the needs of users and system administrator.
Keyword: auditing, CMMI-SVC, SCAMPI Class C, service delivery, incident resolution and prevention, service system transition