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Journal of Theoretical and Applied Information Technologyth30 April 2015. Vol.74 No.3 2005 - 2015 JATIT & LLS. All rights reserved.ISSN: 1992-8645www.jatit.orgE-ISSN: 1817-3195where resistance to change becomes a majorproblem in the application of IT ServiceManagement. Resistance to change is the mostcommon problems that occur in many publicorganizations because of an unwillingness tochange old habits and repair procedures. For thisstudy suggest start of the process of ChangeManagement in advance when they want toimplement ITIL in public organizations [10]. Inanother study at one of the companies in SaudiArabia failed to implement ITSM indicate that theIT staff, management, and users have a differentview of the related factors of successfulimplementation of ITIL [12]. Several differentapproaches proposed in implementing such a ITSMevaluation framework that takes into account theviewpoint of management, technology, users, andIT staff. Evaluation is done starting from thecorporate level / top management to the level ofdetail the process [11]. Another approach uses thebasic variables that exist in the TechnologyAcceptance Model (TAM) to identify thedeterminants of successful implementation ofITSM, but this model has not been tested [13].One of the governance framework forinformation technology is the ITIL (ITInfrastructure Library) which provides guidelinesfor best practice for IT Service Management, ITILhas become one of the frameworks used to conductthe IT Service Management approach in thegovernance of information technology throughoutthe world. ITIL is a public framework that providesthe best practice in IT Service Management. ITILprovides a framework for IT governance and focuson continuous measurement and improvement ofthe quality of IT services provided from thestandpoint of business and customer.With this background, the services that arecritical in urgently need of a good IT servicemanagement because it has a great influence in theevent of disruption. Therefore with thedevelopment of service management processesbased on best practice that aims to reduce servicedelivery costs and increase the effectiveness andefficiency is fundamental to offer competitivefinancing services. Implementation of IT ServiceManagement standard will assist in realizing that[3]. For example, the implementation of IT ServiceManagement is conduct in five large organizationsin Australia have shown positive effects andprovide benefits for organization as facilitate theintroduction and improvement of the ITinfrastructure, improving the quality of cooperationand communication within the IT organization, theprocess of negotiating Service Level Managementmore smoothly, decrease down-time server,providing better services, processes documented ITService Management, and consistency of recordingof incidents [7]. Another application of the conceptof IT Service Management is for handling incidentsin Higher Education. In that study proposed amodel of incident management that consists ofdefining the SLA, construction monitoring andtrouble ticket system, as well as improved servicedesk [8]. Other research on 491 companies aroundthe world related to the implementation of ITService Management Framework indicates thatwhen the level of maturity of the implementationprocesses of IT Service Management increased byincreasing the profit earned by the organization isalso increasing. Instead increasing maturity levelshowed a tendency to decrease in organizationalmanagement worries over the implementation of ITService Management [9].However, the implementation of IT ServiceManagement is not always run smooth as anexample a case study on the implementation ofITSM public organizations that exist in Portugal2.1 IT Financial ManagementIT Financial Management is one of the areas inITIL version 3. Operational visibility, insight andsuperior decision making is the core capabilitybrought to the company through strict applicationof IT Financial Management. Just as business units,the profits obtained through analysis of productmix (product mix) and margin data, or customerprofile and behavior of products, the usefulness offinancial data will continue to increase theimportance of IT Financial Management for IT andbusiness. IT Financial Management is a strategictool applies equally to all types of service providersService Providers (Type I, II, and III). Internalservice providers (type I) increasingly required tooperate with the same level in terms of financialvisibility and accountability as the business unitsand external partners. In addition, technology andinnovation has become central to the ability togenerate profits of many companies [4].IT Financial Management provides aquantification of the business and IT, in financialterms the value of IT services, the value of theassets that underlie the provision of services, andqualifications of the operational forecast. If talkingabout IT in terms of service is the core of changingthe perception of IT and its value to the business.Therefore, a significant portion of IT FinancialManagement will help IT and business to identify,document, make a deal on the value of services347

Journal of Theoretical and Applied Information Technologyth30 April 2015. Vol.74 No.3 2005 - 2015 JATIT & LLS. All rights reserved.ISSN: 1992-8645www.jatit.orgE-ISSN: 1817-3195received, and to enable service demand modelingand management.PlanningExternal FactorAnalysis2.2 Company Value (Enterprise Value) and thebenefits of IT Financial ManagementFrom strategic view, value can be financial,non-financial, and time [5]. Changing views on ITas a strategic business and delivery model that isquicklygrowingandshrinkingproductdevelopment cycles. These dynamics create what iscalled the dichotomy of IT professionals aspriorities: increasing demands on performance andbusiness strategy alignment, combined with greaterdemand for operational visibility and superiorcontrol. Just like other business units, ITorganizations use IT to achieve the FinancialManagement [4]:a. Improving the quality of decision makingb. Increase the speed of changec. Portfolio management servicesd. Compliance and financial controle. Operational Controlf. Catching and value creation / value.IT organizations today recognize that they arevery similar to a company that is facing the market.They conduct activities to analyze, wrap, marketand service delivery like any other business. Theyalso share a common and increasing need tounderstand and control the supply and demandfactors, and for the provision of services as costeffectively while maximizing the visibility of theassociated cost structure. This similarity is a valuethat is very valuable to businesses as they areviewed by IT are trying to reduce costs andenhance its service offerings.Business CaseDefine goal,method, andimpactOutline activityand riskInternal FactorAnalysisBusine ssCase &CompanyPositionAnalysisData analysisfor serviceassessmentSer vicevaluationDesignDefine role andresponsibilitiesfor keyactivitesProcessesIdentificationRole andrespon sibi litie sprocessesProposed ITFinancialManagementProcessFigure 1. Methodology for define IT FinancialManagement Process3. METHODOLOGY1. PlanningAt this phase will be done a few things such asanalysis of external and internal factors that formof identification strength and weakness, businessstrategy, threats, and opportunities. Next is theformulation of business case in which there isformation of goals, methods, impacts, risks, anddetermine the outline of the activities to beundertaken.2. AnalysisThis stage of data analysis on the assessmentservices and the distribution of the value ofservices (service valuation).3. DesignStages of design to create the expected output froman execution of IT Financial Management. At thisstage the complete procedure will be generatedfrom the implementation of IT FinancialIn this study, the methodology for defineproposed IT Financial Management process shownin figure 1 as follows:348

Journal of Theoretical and Applied Information Technologyth30 April 2015. Vol.74 No.3 2005 - 2015 JATIT & LLS. All rights reserved.ISSN: 1992-8645www.jatit.orgManagement, the roles and responsibilities of theorganizational structure defined activities.3.1 Planning3.1.1 Requirement of Port Integrated ITServicesBasically, the business unit / branch is acollection of assets that serve to create the valueneeded by the customer in the port services. Assetsthat exist in this business unit is categorized intotwo, namely the capability to coordinate andcontrol asset resources. These assets are consumedby Port Integrated IT Services. The service isexpected to increase the potential value received bya customer who directly also increases thecompany's outcome. The scheme of integrated ITservice for Indonesian Port Company shown infigure 2 as follows:E-ISSN: 1817-31953.1.2 Business Case Analysis of Business ImpactHere is a business impact analysis of theimplementation of Integrated IT Services of Port.This business impact analysis must be linked withbusiness objectives that have been defined.Business case and impact analysis shown in figure3,4, and 5 as follows:Figure 3. Improved maintainability of services that aresupported by ITTable 1. Target and measure maintainability Increasingthe Ship and Cargo Flowsfromproductivity of port Flow53.617tolabor56.708shipsunitsFlow of goodsfroma125.294.545 to109.719.552tones.Minimizethe Adequacy of From 3,26 toappearanceof serviceson- 4,40unwanted risks in linesystemthe port services (Likert scale)mainly related toIT.Improveservice OperatingFrom 64,96 toeffectiveness and Ratio (OR)70,11efficiency of portFigure 2. Integrated IT Service Scheme for IndonesianPort CompanyIn order to facilitate control, governance,maintenance and system development, the conceptof centralized architecture is recommended,whereby all applications and data centrally stores[6]. So the branch office port/ operational unit onlyserves as the end user by using the internal datacommunication network system.349

Journal of Theoretical and Applied Information Technologyth30 April 2015. Vol.74 No.3 2005 - 2015 JATIT & LLS. All rights reserved.ISSN: 1992-8645BusinessObjectivesImprove customersatisfactionAvoid x (LikertScale)Shipservicefrom 3.28 to4.50Containerservicefrom2.89 to 4.44Non-containerservices from2.59 to 4.47FromRp.423,19 millionto Rp. 208.14millionDifference l of Safety& ServiceE-ISSN: ngsMeasurePercentage ofRevenueGrowthTargetconsultants, andforwarderMultimodeFrom 2,66% to20.02%From 97,11%to 100%Figure 5. Improved communicationTable 3. Target and measure communication hor The integrity of Currentlyenhance strategic public Service IndonesianPortpositionrankingCompanyranking basedontheinstitution is27, the targetintothefuture,isranked fifthmajor.Providebetter AchievementFrom 97,11%service qualityLevel of Safety to 100%& ServiceEnhancethe Internal Business From 98,03%professionalism of ProcessKPI to 100%the organizationachievementFigure 4. Improved scalability and service availabilityTable 2. Target and measure scalability & availabilityimprovement servicesBusinessMeasureTargetObjectivesImprove utility The percentage From 99,56% toof resourcesof port utilization 100%rate of assetsImprove return PercentageFrom 16,28% toon assetsReturn on Asset16,36%Increase revenue ProjectedFrom973.36opportunitiesincrease in net billion to profit company1000 billion peryearCreateand The number of Targets are 4new businessdevelopnew potentialproductsor businesssegments,servicessegmentsnamely: servicecultivatedbunkers, the carport,port3.2 Analysis3.2.1 IT Financial Management AssessmentTo determine the current condition of the ITFinancial Management process, the survey havebeen conducted carried out by the horizontal aspect(distribution organization) and vertical aspects(management level). Respondent mapping shownin table 4 as follows:350

Journal of Theoretical and Applied Information Technologyth30 April 2015. Vol.74 No.3 2005 - 2015 JATIT & LLS. All rights reserved.ISSN: 1992-8645www.jatit.orgTable 4. Respondents MappingRespondentIT Senior ManagementIT StaffNon IT Senior ManagementIT UserTotalPort Company which is shown in figure 6 asfollows:Number17815311. InitializationCommunication PlanDocument8. Transition to the NewProcessPolicy, objectives, andscope DocumentMini assessment tool from the art of serviceused to measure readiness level of IT FinancialManagement [1]. From assessment that has beenconducted, IT Financial Management readinesslevel is 3.24 of scale 5. This result show ITFinancial Management process is not good enough.2. Define StrategicPlanningDetail objectives andgoal Document7. ImplementationBusiness justificationDocumentRoles andresponsibilitiesDocument3. Perform the initialsteps implementation3.2.2 Services ValuationThe analysis phase of generating servicevaluation for Port Integrated IT Services whichincludes the analysis of service provisioning (SP),service value potential (SVP), and serviceapportioning.Provisioning for the actual value of theunderlying costs associated with the procurementof IT services, including fulfillment of all elements,both tangible and intangible. In this processapproach is applied price/ value of the procurementof Integrated IT Services of Port with someelements of the cost of hardware, software,personnel, accommodation, external services, andtraining. Service is a component of potential valueadded value perceived by customers of theIntegrated IT Services of Port that consist of twocomponents, namely utility (the ability to achievecustomer goals) and warranty (the ability to beused by the customer). Calculation of ServiceValue (SV) can be defined as follows: E-ISSN: 1817-3195KPI and metricsDocument6. Analyzing the currentsituationOrganizationStructure, Jobdesk,and AssessmentResult4. Formulateimplementation costs5. Formation ofcommitteesFigure 6. Systematic approach to implementing ITFinancial Management process1. InitializationThis stage represents an early stage in theapplication of IT Financial Management processthat provides the basis for further processimplementation. Things that are done at this stageit is suggested not too detailed because it will causeus to get stuck in the details that are too large andwould tend to confuse. Some things are done at thisstage, among others, is to make an agreement ongoals, objectives, scope and implementationapproach, which is still in broad outline. Usedocument communication plan to assist theseactivities. The appointment of the owner / managerneeds to be done by considering the processesowned by a person of competence, the employeeusually associated with IT Service Delivery(Service Delivery) is highly recommended.Perform a review of related processes withinexisting IT Financial Management as the collectionof the current financial needs, IT budgeting,accounting, and charging. Get the approval of therelevant parties about the process of planning anddesign outline. Perform a review of all elements ofcost necessary in the process (HR, software,hardware, accommodation). The latter is theagreement on the policy set associated with thisprocess. (1)Service provisioning and service potential valuewill be the total value/ total service valuation(TSV) from Port integrated IT Services added withanticipated demand variance (ADV). So theformulation of TSV can be shown as follows:(2)3.3 IT Financial Management Processes DesignThe following is an outline of the IT FinancialManagement Implementation Plan which includesproposals previously defined. This outline containsthe steps or a systematic approach to implementingIT Financial Management process in Indonesian2. Define Strategic PlanningThis phase is more detailed steps of the first stage.After basic and general description of the program351

Journal of Theoretical and Applied Information Technologyth30 April 2015. Vol.74 No.3 2005 - 2015 JATIT & LLS. All rights reserved.ISSN: 1992-8645www.jatit.orgE-ISSN: 1817-3195beginning, during, and end the process. In mostcases, the cost to the process of implementationmust be budgeted or allocated well before theissuance. Part of this step involves determining themechanism of financing / charging for newservices (Integrated IT Services of Port) that willbe offered. In this stage can utilize the document tocommunicate the cost of communications.has been formed at the first stage of this phase aimsto provide insight and answers regarding questionsabout the reasons, objectives, and scope of thisprocess.a) The policy statement - this statement has theessence of the reason why the process / programneeds to be done. Often people ask why I had to doall this. If not properly explained will most likelyarise refusal/ resistance to implementing ITFinancial Management processes. Need to beexplained why this process is important and whatcontribution and added value to the business if theprocess is carried out.b) Statement of objectives - all activitiesundertaken must be clear objectives. Generalobjectives of the IT Financial Management is toensure the effectiveness of assets management ofIT services through the implementation ofFinancial Management processes such as theprovision of IT budgets, IT accounting policies,and financing policy / charging. Do it quicklydefining the target (not too long) and do the reviewagain later time and then make a commitment toachieve realistic results.c) Statement of Scope - This statement will saywhat the limits of the process and what informationflows (and out) of the process of this area intoother areas of the process. Common examples ofthe scope statement is the processes of IT FinancialManagement is responsible for budgeting,accounting, IT, and funding / charging whichcovers aspects of IT infrastructure such ashardware, software, and others.5. Formation of CommitteesEach process needs owner and in many situationsthe process is assisted by a team. IT FinancialManagement Process is one of the service deliveryprocess that shows the real benefits from the verybeginning and this affects the perception of ITservices to customers and end users. This team isbuilt on the roles and responsibilities of ITFinancial Manager which can be seen from thedocument roles and responsibilities.6. Analyzing the current situationThe purpose of this phase is to take pictures ofcurrent conditions relating to IT FinancialManagement process to identify the processes andrelated roles that will become a materialconsideration of the roles in the future in the newprocess. Indonesian Port Company has indeed beenimplementing IT Financial Management processessuch as IT budgeting, accounting, and charging.However, these processes are still not done well.Some areas that need to be analyzed, among others,such as team strengths, formal and informalprocedures, descriptions of roles, organizationalstructure, repository, and others.3. Perform the initial steps implementationThis stage is the stage that has a goal to create afoundation in the application process. The endresult of this phase in the form of documents andreports are published to the relevant parties. Withthe existence of these documents and reports it isexpected that all parties will have an understandingand provide support for the program. Basicallythere are various ways of doing IT FinancialManagement processes. There is a company ororganization that is more suitable to apply the "BigBang" but also many organizations that are moresuitable to do it in stages.7. ImplementationAfter all previous steps undertaken and the basicdecisions relating to planning and entire scope ofactivities have been completed, the next stage isconduct implementation activities. The purpose ofthis phase is to implement everything that has beenprepared, and defined earlier. Maybe there is someactivity that is repeated again, this is intended to bemore detail what has been done before. As anexample of the practice review current IT FinancialManagement process, accuracy and relevance ofexisting processes, as well as a review about thefunctions and capabilities of existing employees.These activities will ensure that the process willrun more efficiently by utilizing the capabilitiesand resources that exist today. Another activity isto decide the best way or method that will be usedto select vendors for external services required. Indetermining this, it is necessary to understand howthe structure of the sourcing of services and4. Formulate implementation costsThis stage aims to define the costs required in theimplementation of the program include the cost ofhuman resources, accommodation, Software,Hardware, Education / Training and Procedures /External Services. Another goal of this phase is toestablish the oversight of these cost elements at the352

Journal of Theoretical and Applied Information Technologyth30 April 2015. Vol.74 No.3 2005 - 2015 JATIT & LLS. All rights reserved.ISSN: 1992-8645www.jatit.orgconsider the suitability of the current organization.Next is a set of selection guidelines for theevaluation and selection tools are needed to supportthe process areas and procurement also installationof this tool. Make sure every business processinterface in the process of IT FinancialManagement can be provided by this tool, theinterface can be either report or other content.Communicate all plans regarding the roles,responsibilities and training to executivemanageme

created based on IT Infrastructure Library (ITIL) version 3 which is a best practice for IT service management. The objective of this study are as follows: 1. Identifying and reviewing information technology governance processes currently available in the Indonesian Port Company associated with service strategy, particularly for