Information Technology (IT) is increasingly progressing. Nowadays, the success of a business of the organization/company is highly dependent on the IT infrastructure used. Therefore, organizations/companies have to manage their IT service to be optimal to their customers. Looking at this matter and the increasing dynamics of XYZ University, then Data and Information System Center (Pusdatin) - an IT provider of XYZ University began implementing IT Service Management (ITSM) from 2013 using the latest version of Information Technology Infrastructure Library (ITIL), namely ITIL v3 as a framework for implementing ITSM in its business processes. However, along the way, there are still some problems happen in Pusdatin in order that ITSM can actually support and align with the objectives of XYZ University. Through this paper, the authors want to explain how the implementation of ITSM at Pusdatin, identify the problems related to the implementation of ITSM, and provide the solutions for each problem. The methods used are direct observation to Pusdatin, conductan interview with the Head of Pusdatin and Staff of Pusdatin, and also perform a literature review of books and papers that discuss about ITIL. The result of this research is that ITSM process of Pusdatin generally works quite well but there are still some shortcomings because ITSM is not 100% implemented in all areas.

The goals of the research is to develop a data warehouse loaded from operational database of payment point service in IT business solution provider. The development scope is data analysis using Online Analytical Processing (OLAP) tools for identifying the trends of transaction and agent registration, and create reports and dashboards. The data warehouse was developed with Kimball method as known as the nine-step design methodology. The data and requirement were collected by observation and interview with Chief Technology Officer (CTO). The data warehouse was analyzed by OLAP tool provided by Pentaho Business Analytics software with additional plugin Pivot4J. The obtained results are the trends of transactionand agent registration between 2014 and 2015. It can be concluded that developed data warehouse can be used as ananalysis tool to know the trends information.