OPERATIONAL PROCEDURE DESIGN BASED ON ITIL V3 IN THE SERVICE OPERATION DOMAIN (CASE STUDY OF SALES MONITORING APPLICATION AT COMPANY X)

This research aims to design a Standard Operational Procedure (SOP) using the ITIL V3 framework for the Service Operation domain in the Sales Monitoring application at PT. X Research problems at PT. X used Google Form to record sales attendance, which led to fraud such as falsifying shop addresses and sales receipts. The proposed solution is to switch to a Sales Monitoring application which monitors sales activities, absenteeism recaps and sales statistics from all branches. However, the lack of SOPs in using the system causes work flow to be unstructured. Research methods include data collection, needs analysis, creating SOP documents, implementation and verification. The collected data will be processed to design SOPs according to company needs. The research results highlight the significant influence of implementing SOPs in handling events and incidents in the Sales Monitoring application at PT. X. The ITIL V3 framework, especially in the Service Operation domain, is used as a guide to identify, design and implement solutions according to company needs.