The Development of Work Instruction as a Solution to Handle IT Critical Incidents in Units within an Organization

In today's business, it is almost impossible for any organization to close their eyes to the use of Information Technology (IT). The utilization of IT is usually given in a form of services called IT services which generally delivered not only for specific unit but for the whole organization. Institut Teknologi Sepuluh Nopember (ITS) is an academic institution which currently has 89 units. Even though IT services are provided and maintained by the ICT Directorate, IT local in each unit can use his discretion to develop his own IT initiatives. Ideally, the IT local should respond to any incident occurred in his unit before he escalates the incident to the directorate. Nevertheless, in most cases, IT locals pass through their own checking process while in fact, some incidents were originated from units. Thus, the ICT Directorate realizes the need to explore incidents that usually occurred in units and propose a solution to handle similar incidents happened in the future. This paper presents the work to identify major incidents which frequently occurred in units and from which propose Work Instructions (WI). The identification of incidents was conducted using Root-Causes Analysis while the categorization of major incidents was performed using Failure Modes, Effects and Critically Analysis. At the end, the WI for critical incidents were constructed. The result of the work is expected to be the guideline for IT locals in handling the IT problems and if it is possible, reduce the similar incidents in the future.