PENYUSUNAN METODA PENGUKURAN KINERJA DAN PENENTUAN METRIK KINERJA TEKNOLOGI INFORMASI PADA SEKTOR PERBANKAN DENGAN IT BALANCED SCORECARD DAN COBIT
TESIS Karya tulis sebagai salah satu syarat untuk memperoleh gelar Magister dari Institut Teknologi Bandung
Oleh REZA SETIAWAN NIM : 23206039 Program Magister Teknologi Informasi
SEKOLAH TEKNIK ELEKTRO DAN INFORMATIKA INSTITUT TEKNOLOGI BANDUNG 2009
PENYUSUNAN METODA PENGUKURAN KINERJA DAN PENENTUAN METRIK KINERJA TEKNOLOGI INFORMASI PADA SEKTOR PERBANKAN DENGAN IT BALANCED SCORECARD DAN COBIT
Oleh REZA SETIAWAN NIM : 23206039
Program Magister Teknologi Informasi Sekolah Teknik Elektro Dan Informatika Institut Teknologi Bandung
Menyetujui Pembimbing
Bandung, ... Maret 2009
____________________________ (Dr. Ing. Ir. Suhardi, M.Sc) U
ABSTRAK
PENYUSUNAN METODE PENGUKURAN KINERJA DAN PENENTUAN METRIK KINERJA TEKNOLOGI INFORMASI PADA SEKTOR PERBANKAN DENGAN IT BALANCED SCORECARD DAN COBIT Oleh REZA SETIAWAN NIM : 23206039 Program Magister Teknik Elektro
Pentingnya peran teknologi informasi dalam mendukung proses bisnis dunia perbankan dapat dilihat dengan jumlah nominal investasi yang dilakukan dalam melakukan pembangunan infrastruktur teknologi informasi yang mencapai puluhan juta dollar pertahun, baik dalam mengembangkan lapisan back-office sampai front-office, dan dari perangkat keras, aplikasi, sampai dengan keseluruhan sistem informasi yang dibangun[10,11,12]. Namun, menurut survey yang pernah dilakukan[2], kesuksesan dari penggunaan teknologi informasi yang memakan biaya milyaran rupiah tersebut hanya mewakili 5% saja dari keseluruhan organisasi yang telah melakukan implementasi teknologi informasi secara besar-besaran yang diharapkan dapat meningkatkan profitabilitas organisasi atau perusahaan. Hal inilah yang sering diistilahkan dengan “IT productivity paradox”[4,7] atau “IT Black Hole”[6] dimana investasi dalam teknologi informasi tidak menghasilkan perubahan yang berarti bagi perusahaan atau organisasi dalam mencapai tujuan bisnisnya. Untuk menentukan investasi teknologi informasi yang dilakukan sudah sejalan dengan bisnis atau belum, maka perlu dilakukan pengukuran dari pengaruh yang dihasilkan oleh implementasi teknologi informasi terhadap jalannya bisnis, baik yang bersifat mudah dihitung (tangible) maupun tidak (intangible). Dalam penelitian ini dilakukan penyusunan sebuah metode usulan pengukuran penggunaan teknologi informasi (TI) yang mengombinasikan IT Balanced Scorecard (IT BSC) dengan COBIT yang digunakan dalam mengukur kinerja TI sektor perbankan. Hasil keluaran dari metoda ini berupa beberapa metrik outcome measure serta performance indicator yang dapat digunakan untuk mengukur pencapaian tujuan bisnis bank menurut keempat perspektif IT BSC. Daftar metrik tersebut dapat dilihat pada tabel berikut.
Corporate Contribution Tujuan TI: Meningkatkan kontribusi dan efisiensi biaya TI terhadap bisnis Outcome Measures Performance Indicator % reduction of the unit cost of the delivered % IT investments exceeding or meeting the IT services predefined business benefit % of IT investments delivering predefined benefits Tujuan TI: Memastikan dampak minimum terhadap bisnis pada saat terjadi gangguan atau perubahan layanan TI Outcome Measures Performance Indicator # of business-critical processes relying on IT • # of business disruptions due to IT not covered by IT continuity plan service disruption • # of hours lost per user per month due to unplanned outages Customer Orientation Tujuan TI: Memastikan bahwa layanan TI tersedia saat dibutuhkan Outcome Measures Performance Indicator # of service levels impacted by operational #of downtime incidents and delays caused by incidents deviating from operations procedures Operational Excelence Tujuan TI: Memastikan terjadinya integrasi aplikasi kedalam proses bisnis Outcome Measures % of redundant/duplicate data elements
Performance Indicator % of data elements that are not part of the enterprise data model Future Orientation
Tujuan TI: Memperoleh dan menjaga keahlian TI staf yang dapat merespon strategi TI Outcome Measures Performance Indicator Level of stakeholders’ satisfaction with IT % of IT staff members who meet the personnel expertise and skills competency profile for required roles as defined in the strategy
Kata Kunci: Pengukuran kinerja, Metrik, Teknologi informasi, Sektor perbankan, IT Balanced Scorecard (IT BSC), COBIT
ABSTRACT
DEVELOPMENT OF PERFORMANCE MEASUREMENT METHOD AND METRICS IN BANKING SECTOR USING IT BALANCED SCORECARD AND COBIT REZA SETIAWAN NIM : 23206039 Electrical Engineering Magister Programme
The importance of information technology (IT) role in supporting business process in banking industry can be seen from the investment made by the industry, from front office to back office aplication system, hardware, software and the entire information system that cost million of dollars a year[10,11,12]. But from a survey conducted[2] stated that only 5% from all huge scale IT investment made are successfully deliver the business value of IT. This phenomena is known as ”IT Productivity Paradox”[4,7] or ”IT Black Hole” [6] where IT investment made by company or organzation failed to realize the value that IT promised to business. To make sure that the IT investment made is alligned with the business decision, measurement have to be made to the implementation of IT within the organization, wether it is tangible or intangible benefit to organization’s business side. This research uses IT Balanced Scorecard and COBIT as tools for measurement conducted for the implementation of IT in banking sector. As the result, some outcome measures and performance indicators are defined as measures to value the IT invesment made and grouped in the four IT balanced scorecard perspectives (Corporate Contribution, User, Operational Excellence, Future Orientation). Table below shows the metrics defined as the results of this research.
Corporate Contribution IT Goal: Improve IT’s cost-efficiency and its contribution to business profitability. Outcome Measures Performance Indicator % reduction of the unit cost of the delivered % IT investments exceeding or meeting the IT services predefined business benefit % of IT investments delivering predefined benefits IT Goal: Ensure minimum business impact in the event of an IT service disruption or change Outcome Measures Performance Indicator # of business-critical processes relying on IT • # of business disruptions due to IT not covered by IT continuity plan service disruption • # of hours lost per user per month due to unplanned outages Customer Orientation IT Goal: Make sure that IT services are available as required Outcome Measures Performance Indicator # of service levels impacted by operational #of downtime incidents and delays caused by incidents deviating from operations procedures Operational Excelence IT Goal: Ensure seamless integration of applications into business processes Outcome Measures Performance Indicator % of redundant/duplicate data elements % of data elements that are not part of the enterprise data model Future Orientation IT Goal: Acquire and maintain IT skills that respond to the IT strategy Outcome Measures Performance Indicator Level of stakeholders’ satisfaction with IT % of IT staff members who meet the personnel expertise and skills competency profile for required roles as defined in the strategy
Keywords: Performance Measurement, Preformance Metric, Banking Sector, IT Balanced Scorecard, COBIT
DAFTAR ISI
ABSTRAK .................................................................................................................
i
ABSTRACT................................................................................................................
iii
PEDOMAN PENGGUNAAN TESIS .......................................................................
v
KATA PENGANTAR ...............................................................................................
vi
DAFTAR ISI ……………………………………………………………………….
vii
DAFTAR GAMBAR ……………………………………………………………….
ix
DAFTAR TABEL …………………………………………………………………..
x
DAFTAR LAMPIRAN ……………………………………………………………..
xi
BAB I. PENDAHULUAN ………………………………………………………….
1
1.1 Latar Belakang ………………………………………………………………….
1
1.2 Problem Penelitian ...……………………………………………………………
2
1.3 Pertanyaan Penelitian …………………………………………………………...
3
1.4 Tujuan Penelitian ……………………………………………………………….
3
1.5 Keluaran Penelitian …………………………………………………………….
3
1.6 Batasan Masalah ………………………………………………………………..
4
1.7 Sistematika Pembahasan ……………………………………………………….
4
BAB II. DASAR TEORI ...........................................................................................
6
2.1 Nilai Dari Teknologi Informasi ...........................................................................
6
2.2 Strategi ………………………………………………………………………….
12
2.2.1 Beberapa Definisi Tentang Strategi ..............................................................
12
2.2.2 Manfaat Rumusan Strategi ............................................................................
12
2.2.3 Perencanaan Strategis TI ..............................................................................
15
2.3 Pengukuran Kinerja ...............................................................................................
16
2.3.1 Definisi Pengukuran Kinerja ........................................................................
16
2.3.2 Manfaat Pengukuran Kinerja .......................................................................
17
2.3.3 Indikator Leading dan Lagging ....................................................................
18
2.3.4 Karakteristik Metrik Kinerja ........................................................................
19
vii
2.4 Proses Pengukuran Kinerja TI Berbasis IT BSC Dan COBIT ………………….
20
2.4.1 IT Balanced Scorecard ….............................................................................
20
2.4.2 Proses Pengukuran Kinerja TI Berbasis IT BSC …………………………
23
2.4.3 Control Objective For Information And Related Technology (COBIT) ….
27
2.4.4 Pengukuran Kinerja TI Berbasis Kerangka COBIT ………………………
29
2.5 Bank .....................................................................................................................
32
2.5.1 Pandangan Umum tentang Bank ..................................................................
32
2.5.2 Teknologi Informasi pada Bank ...................................................................
35
BAB III. PERANCANGAN METODE USULAN PENGUKURAN KINERJA TEKNOLOGI INFORMASI ..................................................................................... 3.1 Penentuan Tujuan Bisnis .......................................................................................
36 36
3.2 Penentuan Tujuan Teknologi Informasi ................................................................
37
3.3 Penentuan Proses COBIT ......................................................................................
37
3.4 Penentuan Metrik Outcome Measure dan Performance Indicator ……………..
38
BAB IV. IMPLEMENTASI METODA USULAN PENGUKURAN KINERJA TEKNOLOGI INFORMASI ...................................................................................... 4.1 Penentuan Tujuan Bisnis .......................................................................................
42 42
4.2 Penentuan Tujuan TI .............................................................................................
47
4.3 Penentuan Proses COBIT ......................................................................................
50
4.4 Menentukan Outcome Measure Dan Performance Indicator ………………….
550
4.4.1 Penyaringan Outcome Measure ..................................................................
51
4.4.2 Penyaringan Tujuan Proses ..........................................................................
53
4.4.3 Penyaringan Performance Indicator ...........................................................
55
4.4.4 Pengujian Metrik .........................................................................................
63
BAB V. KESIMPULAN DAN SARAN ....................................................................
65
5.1 Kesimpulan ............................................................................................................
65
5.2 Saran ......................................................................................................................
65
DAFTAR PUSTAKA ..................................................................................................
66
viii
DAFTAR GAMBAR
Gambar 2.1. Driver dari kesuksesan operasional ....................................................
11
Gambar 2.2 Proses perencanaan strategik .................................................................
15
Gambar 2.3 Perubahan BSC tradisional dengan IT-BSC ........................................
22
Gambar 2.4 Proses Pengembangan BSC ...................................................................
26
Gambar 2.5 Kubus COBIT ........................................................................................
27
Gambar 2.6 Prinsip dasar COBIT .............................................................................
28
Gambar 2.7 Hubungan antara masing-masing proses COBIT ................................
29
Gambar 2.8 Contoh hubungan antar sasaran ..........................................................
30
Gambar 2.9 Outcome measure untuk contoh pada Gambar 2.8 …………………..
30
Gambar 2.10 Metrik kinerja untuk contoh pada Gambar 2.9 .................................
31
Gambar 2.11 Hubungan antara proses, sasaran, dan metrik ...................................
31
Gambar 2.12. Presentasi dari sasaran dan metrik ....................................................
32
ix
DAFTAR TABEL
Tabel 2.1 Contoh lagging Dan leading indicator ………………………………… Tabel 2.2 Perbandingan karakteristik metrik
[24]
19
......................................................
19
Tabel 3.1 Penentuan tujuan bisnis ............................................................................
40
Tabel 3.2 Penentuan tujuan TI ..................................................................................
40
Tabel 3.3 Penentuan outcome measures dan performance indicator ………………
41
Tabel 3.4 Pengujian metrik .......................................................................................
41
Tabel 4.1 Visi, misi dan tujuan bisnis dari beberapa bank umum .............................
42
Tabel 4.2 Strategi kunci imperatif pada sektor perbankan di Asia ............................
44
Tabel 4.3 Daftar tujuan bisnis ....................................................................................
45
Tabel 4.4 Pemetaan tujuan bisnis kepada COBIT ....................................................
46
Tabel 4.5 Daftar tujuan bisnis COBIT ......................................................................
47
Tabel 4.6 Pemetaan terhadap tujuan TI COBIT ........................................................
48
Tabel 4.7 Prioritasi tujuan TI COBIT .......................................................................
49
Tabel 4.8 Daftar proses COBIT .................................................................................
50
Tabel 4.9 Penyaringan/seleksi metrik outcome measure ...........................................
51
Tabel 4.10 Daftar proses COBIT hasil seleksi ...........................................................
53
Tabel 4.11 Penyaringan/seleksi tujuan troses COBIT ...............................................
53
Tabel 4.12 Daftar proses COBIT hasil seleksi ...........................................................
55
Tabel 4.13 Penyaringan/seleksi metrik outcome measure .........................................
55
Tabel 4.14 Daftar metrik Performance indicator hasil seleksi .................................
57
Tabel 4.15a Daftar metrik bagi tujuan TI ................................................................
58
Tabel 4.15b Daftar metrik bagi tujuan TI ................................................................
59
Tabel 4.16 Deskripsi metrik ......................................................................................
59
Tabel 4.17a Tabel pengujian outcome measures ......................................................
64
Tabel 4.17b Pengujian performance indicator...........................................................
64
x
DAFTAR LAMPIRAN
LAMPIRAN A : Daftar Business Goal COBIT 4.1 …………….…………….… A-1
LAMPIRAN B : Daftar IT Goal COBIT 4.1 …………………………………......
B-1
LAMPIRAN C : Daftar Proses COBIT ................................................................... C-1
xi
