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"[Pusintek sebagai penyedia jasa layanan Teknologi Informasi dan Komunikasi (TIK) Kementerian Keuangan telah menyediakan 20 (dua puluh) jenis layanan TIK. Salah satu upaya yang dilakukan oleh Pusintek guna meningkatkan efektivitas dan efisiensi pelayanan TIK kepada pengguna adalah dengan menerapkan kerangka kerja Information Technology Infrastructure Library (ITIL) sebagai salah satu praktik terbaik manajemen layanan teknologi informasi (Cartlidge, 2007). Dalam mendukung pelaksanaan manajemen layanan TIK, Pusintek telah memiliki aplikasi Sistem Pengelolaan Layanan Teknologi Informasi dan Komunikasi (Sipelantik). Aplikasi Sipelantik merupakan otomatisasi dari proses bisnis manajemen layanan TIK khususnya pada area Service Support. Aplikasi Sipelantik mencakup beberapa proses bisnis penting seperti pencatatan laporan gangguan, permintaan layanan, dan pengelolaan Configuration Management Database. Dalam prakteknya, pengetahuan yang dapat dihasilkan pada proses bisnis ini memiliki cakupan yang cukup luas seperti komponen konfigurasi yang terdampak oleh adanya gangguan, solusi terkait penyelesaian penanganan gangguan, komponen konfigurasi apa saja yang saling berhubungan, dan sebagainya. Pengetahuan-pengetahuan tersebut tidak mudah untuk dicari atau dipelajari dari aplikasi Sipelantik, sehingga dibutuhkan sebuah model yang dapat menggambarkan dan menghubungkan pengetahuan-pengetahuan tersebut.Penelitian ini mengusulkan model representasi pengetahuan layanan TIK berbasis ontologi berdasarkan pengetahuan pada aplikasi Sipelantik. Model ontologi yang dibangun menggunakan perangkat lunak Protege dalam bentuk Web Ontology Language (OWL). OWL merupakan bahasa ontologi yang direkomendasikan oleh World Wide Web Consortium (W3C). Simple Protocol And RDF Query Language (SPARQL) dan Description Logic (DL) Query digunakan untuk mendapatkan informasi dan pengetahuan dari model OWL serta untuk memastikan hubungan antar konsep didefinisikan dengan benar. Reasoner plugin yaitu Pellet digunakan untuk memastikan konsistensi model ontologi yang dibangun. Hasil penelitian ini menghasilkan enam kelas pengetahuan (basis pengetahuan, pengelola layanan, permintaan layanan, penanganan gangguan, komponen konfigurasi, dan katalog layanan) beserta subkelasnya dan model ontologi yang dapat digunakan untuk berbagi dan penggunaan kembali pengetahuan terkait layanan TIK.;Pusintek as a provider of ICT services of the Ministry of Finance has provided 20 (twenty) types of ICT services. One of the efforts made by Pusintek in order to improve the effectiveness and efficiency of ICT services to users is to implement framework of Information Technology Infrastructure Library (ITIL) as one of the best pratices for information technology service management (Cartlidge, 2007). In supporting the implementation of ICT service management, Pusintek already have the application Sistem Pengelolaan Layanan Teknologi Informasi dan Komunikasi (Sipelantik). Application of Sipelantik is the automation of business process of ICT service management, especially in the area of Service Support. Application of Sipelantik covers several critical business processes such as recording the incident report, services request, and management of the Configuration Management Database. In practice, the knowledge that can be generated on this business process has broad enough coverage such as a component configurations affected by the incident, incident handling solutions related to the solution, whatever the configuration of the components used, and so on. They are not easy to find or learn the knowledges of the Sipelantik application, so it need a model that can describe and connect the knowledges.This study proposes a model of knowledge representation ontology-based ICT services based on existing knowledge on the Sipelantik application. The Ontology models are developed by software Protege in the form of Web Ontology Language (OWL). OWL is ontology language that is recommended by the World Wide Web Consortium (W3C). Simple Protocol And RDF Query Language (SPARQL) and Description Logic (DL) Query is used to obtain information and knowledge from OWL models and to ensure that the relationships between concepts properly defined. Reasoner Pellet plugin is used to ensure consistency of ontology models are built. The results of this research resulted in the six classes of knowledge (knowledge base, role, service request, incident handling, component configuration and service catalog) with their subclasses and a model of ontology that can be used to share dan reuse knowledge of ICT services.;Pusintek as a provider of ICT services of the Ministry of Finance has provided 20 (twenty) types of ICT services. One of the efforts made by Pusintek in order to improve the effectiveness and efficiency of ICT services to users is to implement framework of Information Technology Infrastructure Library (ITIL) as one of the best pratices for information technology service management (Cartlidge, 2007). In supporting the implementation of ICT service management, Pusintek already have the application Sistem Pengelolaan Layanan Teknologi Informasi dan Komunikasi (Sipelantik). Application of Sipelantik is the automation of business process of ICT service management, especially in the area of Service Support. Application of Sipelantik covers several critical business processes such as recording the incident report, services request, and management of the Configuration Management Database. In practice, the knowledge that can be generated on this business process has broad enough coverage such as a component configurations affected by the incident, incident handling solutions related to the solution, whatever the configuration of the components used, and so on. They are not easy to find or learn the knowledges of the Sipelantik application, so it need a model that can describe and connect the knowledges.This study proposes a model of knowledge representation ontology-based ICT services based on existing knowledge on the Sipelantik application. The Ontology models are developed by software Protege in the form of Web Ontology Language (OWL). OWL is ontology language that is recommended by the World Wide Web Consortium (W3C). Simple Protocol And RDF Query Language (SPARQL) and Description Logic (DL) Query is used to obtain information and knowledge from OWL models and to ensure that the relationships between concepts properly defined. Reasoner Pellet plugin is used to ensure consistency of ontology models are built. The results of this research resulted in the six classes of knowledge (knowledge base, role, service request, incident handling, component configuration and service catalog) with their subclasses and a model of ontology that can be used to share dan reuse knowledge of ICT services., Pusintek as a provider of ICT services of the Ministry of Finance has provided 20 (twenty) types of ICT services. One of the efforts made by Pusintek in order to improve the effectiveness and efficiency of ICT services to users is to implement framework of Information Technology Infrastructure Library (ITIL) as one of the best pratices for information technology service management (Cartlidge, 2007). In supporting the implementation of ICT service management, Pusintek already have the application Sistem Pengelolaan Layanan Teknologi Informasi dan Komunikasi (Sipelantik). Application of Sipelantik is the automation of business process of ICT service management, especially in the area of Service Support. Application of Sipelantik covers several critical business processes such as recording the incident report, services request, and management of the Configuration Management Database. In practice, the knowledge that can be generated on this business process has broad enough coverage such as a component configurations affected by the incident, incident handling solutions related to the solution, whatever the configuration of the components used, and so on. They are not easy to find or learn the knowledges of the Sipelantik application, so it need a model that can describe and connect the knowledges.This study proposes a model of knowledge representation ontology-based ICT services based on existing knowledge on the Sipelantik application. The Ontology models are developed by software Protege in the form of Web Ontology Language (OWL). OWL is ontology language that is recommended by the World Wide Web Consortium (W3C). Simple Protocol And RDF Query Language (SPARQL) and Description Logic (DL) Query is used to obtain information and knowledge from OWL models and to ensure that the relationships between concepts properly defined. Reasoner Pellet plugin is used to ensure consistency of ontology models are built. The results of this research resulted in the six classes of knowledge (knowledge base, role, service request, incident handling, component configuration and service catalog) with their subclasses and a model of ontology that can be used to share dan reuse knowledge of ICT services.]"

"Pada tahun 2022, hanya 27% dari total pegawai PT Telkom Indonesia dan 29% pegawai Divisi Telkom Regional 2 yang berkontribusi dalam mengajukan dokumen knowledge pada knowledge portal perusahaan. Pada periode tersebut, SDM di PT Telkom Indonesia mengalami penurunan sebesar 11%. Sementara itu, di lingkup Divisi Telkom Regional 2, terdapat penurunan sebesar 6%. Knowledge yang dimiliki oleh pegawai di PT Telkom Indonesia tidak terdokumentasi dengan baik, menyebabkan ketidaktersediaan informasi saat pegawai mengalami pensiun, mutasi, atau promosi. Perusahaan memiliki knowledge portal yang digunakan oleh seluruh pegawai yang ada. Adanya ekspektasi dari perusahaan terhadap penggunaan knowledge portal oleh pegawai yang dilakukan dengan baik. Namun realita yang terjadi adalah penggunaan knowledge portal oleh pegawai tidak maksimal. Penelitian ini bertujuan untuk menganalisis faktor-faktor yang memengaruhi penggunaan knowledge portal pada perusahaan. Pengumpulan data diperoleh dengan penyebaran kuesioner kepada 146 pegawai, wawancara terhadap pakar, dan studi literatur. Penelitian menggunakan metode SLR untuk mendapatkan 4 aspek dan 12 kriteria faktor penggunaan knowledge portal. Kuesioner dilakukan pengolahan dengan tools SPSS. Teknis analisis data yang digunakan adalah statistik deskriptif, analisis korelasi, analisis regresi linier sederhana dan analisis regresi linier berganda. Model penelitian ini mengusulkan 12 variabel dependen yang terbagi dalam 4 aspek dan 2 variabel independen. Hasil penelitian didapatkan 3 variabel yang memiliki pengaruh terhadap penggunaan knowledge portal yaitu learning, decentralization, dan reward. Hasil tersebut juga berarti bahwa pengaruh semua variabel dependen terhadap variabel independennya sebesar 56,9% kemudian sisanya dipengaruhi oleh variabel lain yang tidak dijelaskan dalam model ini. Peningkatan penggunaan knowledge portal dapat dilakukan dengan beberapa cara seperti pemberian reward, pembuatan policy untuk mempelajari knowledge portal, dan pemberian priviledge kepada pegawai untuk lebih mendapatkan peran dalam pekerjaan.

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In 2022, only 27% of the total employees of PT Telkom Indonesia and 29% of the employees of Regional Division 2 Telkom contributed to submitting knowledge documents on the company's knowledge portal. During that period, the human resources at PT Telkom Indonesia experienced an 11% decrease. Meanwhile, within the scope of Regional Division 2 Telkom, there was a decrease of 6%. The knowledge possessed by employees at PT Telkom Indonesia was not well-documented, leading to the unavailability of information when employees undergo retirement, transfer, or promotion. The company has a knowledge portal used by all employees. There is an expectation from the company regarding the effective use of the knowledge portal by employees. However, the reality is that the usage of the knowledge portal by employees is not optimal. This research aims to analyze the factors influencing the usage of the knowledge portal in the company. Data collection was obtained through the distribution of questionnaires to 146 employees, interviews with experts, and literature reviews. The research uses the SLR method to obtain 4 aspects and 12 criteria for knowledge portal usage factors. The questionnaire data is processed using SPSS tools. The technical data analysis used includes descriptive statistics, correlation analysis, simple linear regression analysis, and multiple linear regression analysis. This research model proposes 12 dependent variables divided into 4 aspects and 2 independent variables. The research results identified 3 variables that have an influence on the usage of the knowledge portal, namely learning, decentralization, and reward. These results also mean that the influence of all dependent variables on their independent variables is 56.9%, with the remainder influenced by other variables not explained in this model. Increasing the usage of the knowledge portal can be achieved through various means such as providing rewards, creating policies to encourage learning from the knowledge portal, and granting privileges to employees to play a more significant role in their work."

"ABSTRAKPada perusahaan yang bergerak di bidang konsultasi, pengelolaan pengetahuan merupakan proses yang penting dalam perusahaan, karena inti dari produk yang dijual adalah pengetahuan itu sendiri. Group SAP merupakan bagian dari PT ABC, yang merupakan perusahaan konsultan teknologi dan informasi di Indonesia, telah menyadari pentingnya mengelola pengetahuan para konsultan SAP yang dimilikinya. Salah satu proses pengelolaan pengetahuan yang telah dijalankan adalah berbagi pengetahuan. Tujuan proses ini adalah untuk membantu para konsultan SAP mencari solusi terbaik bagi pelanggan berdasarkan pengalaman yang telah lalu.Namun, knowledge sharing yang dilakukan oleh group SAP belum optimal. Hal ini terlihat dari presentase kehadiran kegiatan knowledge sharing, di mana tidak semua peserta yang diundang menghadiri kegiatan tersebut. Selain itu, pemanfaatan KnowldgeHub, yang merupakan knowledge repository yang digunakan untuk menyimpan dan mengakses pengetahuan yang dimiliki organisasi, masih rendah. Untuk itu, perlu dilakukan evaluasi mengenai knowledge sharing capability konsultan SAP. Dengan adanya penelitian ini, organisasi dapat mengetahui faktor yang mempengaruhi kemampuan berbagi pengetahuan para konsultan SAP, sehingga organisasi dapat menentukan program yang perlu dijalankan agar knowledge sharing bisa berjalan secara optimal.Penelitian dilakukan kepada 70 konsultan SAP PT ABC. Pengolahan data statistik menggunakan teknik analisis PLS dengan bantuan software SmartPLS 3.2.1. Faktor-faktor yang secara empiris terbukti mempengaruhi knowledge sharing capability adalah organizational reward, social network, trust, personality, end-user focus, altruism dan IT apliaction usage. Sementara itu, faktor awareness, knowledge self-efficacy, top management support dan ICT infrastructure tidak secara signifikan mempengaruhi knowledge sharing capability. Pada penelitian ini didapatkan nilai R2 sebesar 0.701, yang berarti tujuh variabel eksogen secara moderate menjelaskan 70.1% variansi dari variabel dependen (knowledge sharing capability), dimana sisanya sebesar 29.9% dipengaruhi oleh variabel lain yang tidak dijelaskan dalam model penelitian ini.

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ABSTRACT

Knowledge management is an important process in consulting firm, because the core of the product of consulting firm is the knowledge itself. SAP group is a part of PT ABC, which is an information communication and technology consulting firm in Indonesia, have realized the importance of knowledge management. One of knowledge management process that has been implemented in PT ABC is knowledge sharing. The purpose of this process is to help SAP consultants looking for the best solutions for customers based on their past experience in industry.

However, knowledge sharing undertaken by SAP group has not been optimal. The evident of this statement came from the attendance percentage of knowledge sharing activities, where not all the participants were invited attended the event. In addition, the use of KnowldgeHub, as a knowledge repository to store and access the knowledge of organization, is still low. Based on these conditions, there should be an evaluation of knowledge sharing capability of SAP consultant. Given this research, organizations can determine the factors that affect the ability to share the knowledge of SAP consultants, so that the organization can determine which program should be run in order to optimize the knowledge sharing in organization.

The study was conducted at 70 SAP consultants of PT ABC. Statistical data processing uses PLS analysis techniques using software SmartPLS 3.2.1. Based on the results of statistical data processing, it is known that the individual, organizational and technological aspects affect knowledge sharing capability of SAP consultant. Factors that are empirically proven affecting knowledge sharing capability is organizational rewards, social networks, trust, personality, end-user focus, altruism and IT apliaction usage. Meanwhile, the factor such as awareness, knowledge self-efficacy, top management support and ICT infrastructure does not significantly affect knowledge sharing capability. The value of R2 of this study is 0.701, which means seven exogenous variables are moderate explain 70.1% variance of the dependent variable (knowledge sharing capability), where the remaining of 29.9% is influenced by other variables that are not described in this research model."

"Dalam manajemen pengetahuan terdapat persoalan dan kebingunan yang terjadi baik yang menyangkut konsepsi pegngetahuan itu sendiri maupun praktek manajemen pengetahuan. Selain itu semakin luas dan kompleksnya kajian manajemen pengetahuan dapat memperparah kebingungan tersebut. ALternatif solusinya adalah pertama, melakukan klarifikasi atas konsepsi pengetahuan; dan yang kedua, mengupayakan pemetaan atas hasil kajian manajemen pengetahuan yang ada selama ini. Manfaat dari upaya ini tentu menyediakan petunjuk bagi praktek manajemen pengetahuan dan arahan bagi solusi atas persoalan pengetahuan dalam organisasi, serta memberikan peta peluang bagi pengembangan teori manajemen pengetahuan."

"Mengelola pengetahuan memerlukan pemahaman perspektif yang tentu saja berbeda dengan cara mengelola tanah atau modal nyata karena mengelola pengetahuan terarah pada bagaimana memaanjemenai alasan orang dan bagaimana membuat keahlian dan kecakapan orang orang dapat diraih. Gamble dan Blackwel (2001: 16) menyatakan bahawa jika aset orang dan gagasannya tidak diamanjemeni maka pada dasarnya kita telah lalali memanejmeni bisnis inti yang dimiliki. Karena itu, mengingat sebagaian besar pengetahuan sifatnya tersirat (tacit) dan melekad dalam ide pertimbangan bakat akar penyebab hubungan timbal perspeltif dan konsep orang-orangmaka prnsip prinsip pengetahuan merupakan rambu rambu yang perlu ditaati dalam merambah belantara manajemen pengetahuan itu sendiri."