Post on 24-Mar-2019
IMPLEMENTASI LAYANAN HELPDESK
(STUDI KASUS : FAKULTAS TEKNIK UNPAS)
TUGAS AKHIR
Disusun sebagai salah satu syarat untuk kelulusan Program Strata 1,
di Program Studi Teknik Informatika, Universitas Pasundan Bandung
oleh :
Riska Ulfah Pujiani
NRP : 13.304.0014
PROGRAM STUDI TEKNIK INFORMATIKA
FAKULTAS TEKNIK
UNIVERSITAS PASUNDAN BANDUNG
NOVEMBER 2017
LEMBAR PENGESAHAN
LAPORAN TUGAS AKHIR
Telah diujikan dan dipertahankan dalam Sidang Sarjana Program Studi Teknik Informatika
Universitas Pasundan Bandung, pada hari dan tanggal sidang sesuai berita acara sidang, tugas
akhir dari :
Nama : Riska Ulfah Pujiani
Nrp : 13.304.0014
Dengan judul :
“ IMPLEMENTASI LAYANAN HELPDESK
(STUDI KASUS : FAKULTAS TEKNIK UNPAS) ”
Bandung, 28 November 2017
Menyetujui,
Pembimbing Utama, Pembimbing Pendamping,
(Muhammad Tirta Mulia., ST., MT) (Sandra Islama Putra., S,Si,M.Kom)
LEMBAR PERNYATAAN KEASLIAN TUGAS AKHIR
Saya menyatakan dengan sesungguhnya bahwa :
1. Tugas akhir ini adalah benar-benar asli dan belum pernah diajukan untuk mendapatkan gelar
akademik, baik di Universitas Pasundan Bandung maupun di Perguruan Tinggi lainnya
2. Tugas akhir ini merupakan gagasan, rumusan dan penelitian saya sendiri, tanpa bantuan pihak lain
kecuali arahan dari tim Dosen Pembimbing
3. Dalam tugas akhir ini tidak terdapat karya atau pendapat orang lain, kecuali bagian, bagian tertentu
dalam penulisan laporan Tugas Akhir yang saya kutip dari hasil karya orang lain telah dituliskan
dalam sumbernya secara jelas sesuai dengan norma, kaidah, dan etika penulisan karya ilmiah, serta
disebutkan dalam Daftar Pustaka pada tugas akhir ini
4. Kakas, perangkat lunak, dan alat bantu kerja lainnya yang digunakan dalam penelitian ini
sepenuhnya menjadi tanggung jawab saya, bukan tanggung jawab Universitas Pasundan Bandung
Apabila di kemudian hari ditemukan seluruh atau sebagian laporan tugas akhir ini bukan hasil karya
saya sendiri atau adanya plagiasi dalam bagian-bagian tertentu, saya bersedia menerima sangsi
akademik, termasuk pencabutan gelar akademik yang saya sandang sesuai dengan norma yang berlaku
di Universitas Pasundan, serta perundang-undangan lainnya.
Bandung, 28 November 2017
Yang membuat pernyataan,
(Riska Ulfah Pujiani)
NRP. 13.304.0014
Materai
6000,-
i
ABSTRAK
Information Technology Infrastructure Library (ITIL) merupakan salah satu standard IT Governance, kerangka
kerja umum yang menggambarkan best practice dalam layanan IT [MUS12]. Dalam framework ITIL ini memiliki
lima siklus, yaitu service design, service strategy, service Transition, service Operation dan Continual Service
Improvement. Siklus yang menggambarkan layanan IT terdapat pada service operation.
Penelitian ini dilakukan di fakultas teknik unpas dan khususnya pada layanan helpdesk. Penelitian ini dilakukan
beberapa proses dalam penyelesaiannya, melakukan studi literatur, wawancara dan observasi dalam pencarian
masalah dan penyelesaian masalah tersebut. Pada layanan helpdesk ini disesuaikan dengan framework ITIL agar
dapat memenuhi proses bisnis dengan baik.
Hasil akhir dari penelitian ini adalah penerapan tools pada layanan helpdesk di fakultas teknik unpas dalam
mencapai tujuan dari sebuah organisasi dengan harapan dapat membantu.
Kata kunci : Framework ITIL, Helpdesk, Service Operation
ii
ABSTRACT
Information Technology Infrastructure Library (ITIL) is one of the IT Governance Standards, a
common framework that describes best practice in IT service [MUS12]. In this ITIL framework has five
cycles, namely service design, service strategy, service transition, service operation and continual
service improvement. The cycle that describes the IT service contained on the service operation.
This research was conducted in the faculty of engineering of unpas and in particular on the helpdesk
service. This research was conducted some processes in the solution, studying the literatur, interviews
and observation in the search problem and solving the problem. The helpdesk service is tailored to the
ITIL framework in order to meet business processes well.
The end result of this research is the application of tools on the service helpdesk in the faculty of
engineering of unpas in achieving the objectives of an organization with the hope it can help.
Keywords : Framework ITIL, Helpdesk, Service Operation
iii
KATA PENGANTAR
Ucapan dan rasa syukur penulis layangkan ke hadirat Ilahi Robbi, yang telah berkenan menguatkan
penulis untuk membuat laporan Tugas Akhir dengan judul “Implementasi Layanan Helpdesk (Studi
Kasus : Fakultas Teknik Unpas)
Adapun penulisan laporan ini bertujuan untuk memenuhi salah satu syarat kelulusan Program Strata
1, di Program Studi Teknik Informatika Universitas Pasundan.
Penulis menyadari laporan ini dapat terwujud berkat bantuan dan dorongan dari berbagai pihak.
Maka pada kesempatan ini penulis sampaikan terima kasih yang sebesar-besarnya atas segala bantuan
yang penulis terima baik secara moril maupun materil, sehingga penulis dapat menyelesaikan laporan
ini kepada :
1. Allah SWT, yang selalu memberikan rahmat dan hidayah-Nya bagi penulis.
2. Kepada kedua Orang Tua tersayang dan keluarga yang selalu memberikan motivasi serta do’anya
dalam pembuatan tugas akhir ini.
3. Kedua pembimbing, Bapak Muhammad Tirta Mulia., ST, MT dan Bapak Sandra Islama Putra, S,Si,
M.Kom.
4. Seluruh civitas akademika Teknik Informatika di UNIVERSITAS PASUNDAN BANDUNG, yang
telah memberikan bekal ilmu selama penulis menimba ilmu.
5. Kepada teman-teman seperjuangan Universitas Pasundan Bandung yang tidak bisa semua penulis
sebutkan.
Tiada gading yang tak retak, tiada gelombang tanpa ombak, segala kesalahan merupakan kelemahan
dan kekurangan penulis. Oleh karena itu, penulis harapkan kritik dan saran dari semua pihak demi
perbaikan di masa yang akan datang.
Akhir kata, semoga penulisan laporan ini dapat bermanfaat bagi penulis dan bagi perkembangan ilmu
Teknologi dimasa yang akan datang.
Bandung, 28 November 2017
Penulis
iv
DAFTAR ISI
ABSTRAK ................................................................................................................................. i
ABSTRACT ............................................................................................................................... ii
KATA PENGANTAR................................................................................................................ iii
DAFTAR ISI ............................................................................................................................. iv
DAFTAR TABEL ..................................................................................................................... vii
DAFTAR GAMBAR ................................................................................................................ viii
DAFTAR LAMPIRAN ............................................................................................................. x
DAFTAR ISTILAH .................................................................................................................. xii
DAFTAR SIMBOL ................................................................................................................... xiii
BAB I PENDAHULUAN ......................................................................................................... 1-1
1.1 Latar Belakang ............................................................................................................ 1-1
1.2 Identifikasi Masalah .................................................................................................... 1-1
1.3 Tujuan Tugas Akhir .................................................................................................... 1-2
1.4 Lingkup Tugas Akhir .................................................................................................. 1-2
1.5 Metodologi Pengerjaan Tugas Akhir .......................................................................... 1-2
1.6 Sistematika Penulisan Tugas Akhir ............................................................................ 1-3
BAB 2 LANDASAN TEORI .................................................................................................... 2-1
2.1 Good Corporate Governance ....................................................................................... 2-1
2.2 IT Governance ............................................................................................................. 2-1
2.3 IT Governance Standard ............................................................................................. 2-1
2.3.1 ISO/IEC 17799 ..................................................................................................... 2-1
2.3.2 ISO/IEC 27001 ..................................................................................................... 2-2
2.3.3 ISO/IEC 27002 ..................................................................................................... 2-2
2.3.4 ISO/IEC 38500 ..................................................................................................... 2-2
2.3.5 COSO ................................................................................................................... 2-2
2.3.6 COBIT .................................................................................................................. 2-3
2.3.7 ITIL ...................................................................................................................... 2-3
2.4 Service Operation ........................................................................................................ 2-4
2.5 Helpdesk ...................................................................................................................... 2-8
2.6 ManageEngine Service Desk Plus .............................................................................. 2-9
2.7 Sysaid .......................................................................................................................... 2-10
2.8 IT Operasional Portal (iTop) ....................................................................................... 2-10
2.9 Diagram Sebab dan Akibat (Cause and Effect Diagram) ............................................ 2-12
2.9.1 Karakteristik Diagram Sebab dan Akibat ............................................................. 2-12
2.9.2 Keuntungan Diagram Sebab dan Akibat .............................................................. 2-13
v
2.10 Penelitian Terdahulu .................................................................................................. 2-13
BAB 3 SKEMA PENELITIAN ................................................................................................ 3-1
3.1 Rancangan Penelitian .................................................................................................. 3-1
3.2 Analisis Masalah dan Solusi TA ................................................................................. 3-3
3.3 Analisis ........................................................................................................................ 3-5
3.3.1 Peta Analisis ........................................................................................................ 3-5
3.3.2 Kerangka Pemikiran Konsep ............................................................................... 3-6
3.4 Tempat dan Objek Penelitian ...................................................................................... 3-8
3.4.1 Struktur Organisasi Pusdatin Fakultas Teknik Unpas ......................................... 3-8
3.4.2 Deskripsi Tugas dan Tanggung Jawab ................................................................. 3-9
BAB 4 ANALISIS DAN PERANCANGAN ............................................................................ 4-1
4.1 Analisis Keadaan Fakultas Teknik .............................................................................. 4-1
4.2 Analisis Kebutuhan Software ....................................................................................... 4-1
4.2.1 Mapping Software dan Peran ............................................................................... 4-2
4.3 Analisis Kebutuhan Software ....................................................................................... 4-3
4.3.1 Mapping Akses iTop ............................................................................................ 4-3
4.3.2 Mapping User Request ......................................................................................... 4-4
4.3.3 Mapping Portal User ............................................................................................ 4-4
4.4 Perancangan ................................................................................................................. 4-4
4.4.1 Organisasi ............................................................................................................. 4-4
4.4.2 Locations .............................................................................................................. 4-5
4.4.3 Contact ................................................................................................................. 4-5
4.4.4 Service .................................................................................................................. 4-6
4.5 Batasan Masalah .......................................................................................................... 4-6
BAB 5 IMPLEMENTASI ......................................................................................................... 5-1
5.1 Implementasi ................................................................................................................ 5-1
5.1.1 Kebutuhan Hardware............................................................................................ 5-1
5.1.2 Uji Coba ............................................................................................................... 5-1
5.1.3 Configuration Management .................................................................................. 5-2
5.1.3.1 Contact ...................................................................................................... 5-2
5.1.3.2 Locations ................................................................................................... 5-3
5.1.4 Helpdesk ............................................................................................................... 5-4
5.1.5 Incident Management ........................................................................................... 5-5
5.1.6 Problem Management .......................................................................................... 5-8
5.1.6.1 Known Errors ............................................................................................ 5-10
5.1.6.2 FAQ ........................................................................................................... 5-11
vi
5.1.7 Change Management ............................................................................................ 5-12
5.1.7.1 Routine Changes ....................................................................................... 5-12
5.1.7.2 Normal Changes ........................................................................................ 5-14
5.1.7.3 Emaergency Changes ................................................................................ 5-16
BAB 6 KESIMPULAN DAN SARAN ..................................................................................... 6-1
6.1 Kesimpulan ............................................................................................................. 6-1
6.2 Saran ........................................................................................................................ 6-1
DAFTAR PUSTAKA
vii
DAFTAR TABEL
Tabel 2.1 Penelitian Terdahulu ..................................................................................................... 2-13
Tabel 3.1 Rancangan Penelitian .................................................................................................... 3-1
Tabel 3.2 Analisis Peran Implementasi Layanan Helpdesk .......................................................... 3-4
Tabel 3.3 Langkah Analisis .......................................................................................................... 3-6
Tabel 3.4 Kerangka Konsep .......................................................................................................... 3-7
Tabel 3.5 Deskripsi Tugas dan Tanggung Jawab ......................................................................... 3-9
Tabel 4.1 Analisis Kebutuhan Software ....................................................................................... 4-2
Tabel 4.2 Mapping Software dan Peran ....................................................................................... 4-3
Tabel 4.3 Data Locations ............................................................................................................. 4-5
Tabel 4.4 Data Team ..................................................................................................................... 4-5
Tabel 4.5 Batasan Masalah ........................................................................................................... 4-6
Tabel B.1 Data Organisasi ............................................................................................................ B-5
Tabel B.2 Data Person ................................................................................................................... B-6
viii
DAFTAR GAMBAR
Gambar 1.1 Metodologi Tugas Akhir .......................................................................................... 1-2
Gambar 2.1 Siklus Layanan ITIL V3 ........................................................................................... 2-4
Gambar 2.2 Diagram Sebab dan Akibat ....................................................................................... 2-13
Gambar 3.1 Fishbone Diagram ..................................................................................................... 3-4
Gambar 3.2 Peta Analisis .............................................................................................................. 3-4
Gambar 3.3 Kerangka Konsep ...................................................................................................... 3-7
Gambar 3.4 Struktur Organisasi Pusdatin .................................................................................... 3-9
Gambar 4.1 Akses Admin ............................................................................................................. 4-3
Gambar 4.2 User Request .............................................................................................................. 4-4
Gambar 4.3 Portal User ................................................................................................................. 4-4
Gambar 4.4 Organisasi .................................................................................................................. 4-5
Gambar 4.5 Person ........................................................................................................................ 4-6
Gambar 5.1 Kebutuhan Hardware ................................................................................................. 5-1
Gambar 5.2 Link Akses ................................................................................................................. 5-1
Gambar 5.3 Halaman Login .......................................................................................................... 5-1
Gambar 5.4 Tampilan Halaman iTop ............................................................................................ 5-2
Gambar 5.5 Membuat Team .......................................................................................................... 5-2
Gambar 5.6 Membuat Person ........................................................................................................ 5-3
Gambar 5.7 Membuat Locations ................................................................................................... 5-3
Gambar 5.8 Membuat Helpdesk .................................................................................................... 5-4
Gambar 5.9 Helpdesk CIs ............................................................................................................. 5-4
Gambar 5.10 Helpdesk Contacts ................................................................................................... 5-5
Gambar 5.11 Helpdesk Child Request .......................................................................................... 5-5
Gambar 5.12 Helpdesk Work Orders ............................................................................................ 5-5
Gambar 5.13 Helpdesk Attachments ............................................................................................. 5-5
Gambar 5.14 Membuat Incident .................................................................................................... 5-6
Gambar 5.15 Incident CIs ............................................................................................................. 5-6
Gambar 5.16 Incident Contacts ..................................................................................................... 5-6
Gambar 5.17 Incident Child Incidents .......................................................................................... 5-7
Gambar 5.18 Incident Child Request ............................................................................................ 5-7
Gambar 5.19 Incident Work Orders .............................................................................................. 5-7
Gambar 5.20 Incident Attachment ................................................................................................ 5-7
Gambar 5.21 Membuat Problem ................................................................................................... 5-8
Gambar 5.22 Problem CIs ............................................................................................................. 5-8
Gambar 5.23 Problem Contacts .................................................................................................... 5-8
ix
Gambar 5.24 Problem Know Errors .............................................................................................. 5-9
Gambar 5.25 Problem Work Orders.............................................................................................. 5-9
Gambar 5.26 Problem Related Request ........................................................................................ 5-9
Gambar 5.27 Problem Related Incidents ....................................................................................... 5-9
Gambar 5.28 Problem Attachments .............................................................................................. 5-10
Gambar 5.29 Known Errors .......................................................................................................... 5-10
Gambar 5.30 Known Errors .......................................................................................................... 5-11
Gambar 5.31 Known Errors CIs .................................................................................................... 5-11
Gambar 5.32 Known Errors Documents ....................................................................................... 5-11
Gambar 5.33 FAQs ....................................................................................................................... 5-12
Gambar 5.34 Membuat Routine Changes ..................................................................................... 5-12
Gambar 5.35 Routine Changes CIs ............................................................................................... 5-13
Gambar 5.36 Routine Changes Contacts ....................................................................................... 5-13
Gambar 5.37 Routine Changes Work Orders ................................................................................ 5-13
Gambar 5.38 Routine Changes Related Requests ......................................................................... 5-13
Gambar 5.39 Routine Changes Related Incidents ......................................................................... 5-13
Gambar 5.40 Routine Changes Related Problem .......................................................................... 5-14
Gambar 5.41 Routine Changes Related Child Changes ................................................................ 5-14
Gambar 5.42 Routine Changes Attachments ................................................................................ 5-14
Gambar 5.43 Membuat Normal Changes ...................................................................................... 5-14
Gambar 5.44 Normal Changes CIs................................................................................................ 5-15
Gambar 5.45 Normal Changes Contacts ....................................................................................... 5-15
Gambar 5.46 Normal Changes Work Orders ................................................................................ 5-15
Gambar 5.47 Normal Changes Related Requests ......................................................................... 5-15
Gambar 5.48 Normal Changes Related Incidents ......................................................................... 5-15
Gambar 5.49 Normal Changes Related Problem .......................................................................... 5-16
Gambar 5.50 Normal Changes Related Child Changes ................................................................ 5-16
Gambar 5.51 Normal Changes Attachments ................................................................................. 5-16
Gambar 5.52 Membuat Emergency Changes ................................................................................ 5-16
Gambar 5.53 Emergency Changes CIs.......................................................................................... 5-17
Gambar 5.54 Emergency Changes Contacts ................................................................................. 5-17
Gambar 5.55 Emergency Normal Changes Work Orders ............................................................. 5-17
Gambar 5.56 Emergency Changes Related Requests.................................................................... 5-17
Gambar 5.57 Emergency Changes Related Incidents ................................................................... 5-17
Gambar 5.58 Emergency Changes Related Problem .................................................................... 5-18
Gambar 5.59 Emergency Changes Related Child Changes .......................................................... 5-18
Gambar 5.60 Emergency Changes Attachments ........................................................................... 5-18
x
DAFTAR LAMPIRAN
Gambar A.1 Installation Wizard .................................................................................................. A-1
Gambar A.2 Install or Upgrade Choic........................................................................................... A-1
Gambar A.3 Licenses Agreements ................................................................................................ A-2
Gambar A.4 Database Configuration ............................................................................................ A-2
Gambar A.5 Administrator Account ............................................................................................. A-3
Gambar A.6 Micellaneous Parameters ......................................................................................... A-3
Gambar A.7 Configuration Management Options ........................................................................ A-4
Gambar A.8 Service Management Options ................................................................................... A-4
Gambar A.9 Tickets Management Options ................................................................................... A-5
Gambar A.10 Change Management Options ................................................................................ A-5
Gambar A.11 Additional ITIL ...................................................................................................... A-6
Gambar A.12 Redy to Install ........................................................................................................ A-6
Gambar A.13 Redy to Install ......................................................................................................... A-7
Gambar A.14 Done ....................................................................................................................... A-7
Gambar B.1 Link Akses ................................................................................................................ B-1
Gambar B.2 Halaman Login ......................................................................................................... B-1
Gambar B.3 Halaman Utama ........................................................................................................ B-1
Gambar B.4 Membuat Helpdesk ................................................................................................... B-2
Gambar B.5 Assign ....................................................................................................................... B-2
Gambar B.6 Wait for Approval ..................................................................................................... B-2
Gambar B.7 Membuat Incident Management ............................................................................... B-3
Gambar B.8 Membuat Problem Management ............................................................................... B-3
Gambar B.9 Membuat Change Management ................................................................................ B-4
Gambar C.1 Sosialisasi Prodi Teknik Industri .............................................................................. C-1
Gambar C.2 Sosialisasi Prodi Teknologi Pangan .......................................................................... C-1
Gambar C.3 Sosialisasi Prodi Teknik Mesin ................................................................................. C-2
Gambar C.4 Sosialisasi Prodi Teknik Informatika ........................................................................ C-2
Gambar C.5 Sosialisasi Prodi Perencanaan Wilayah dan Kota ..................................................... C-3
Gambar C.6 Sosialisasi Teknik Lingkungan ................................................................................. C-3
Gambar C.7 Sosialisasi Staf IT ..................................................................................................... C-4
Gambar C.7 Sosialisasi Staf IT ..................................................................................................... C-5
Gambar D.1 Izin Penelitian Tugas Akhir ...................................................................................... D-1
Gambar D.2 Permohonan Pembuatan Sub Domain ...................................................................... D-2
Gambar E.1 Berita Acara 1 ........................................................................................................... E-1
Gambar E.2 Berita Acara 2 ........................................................................................................... E-2
xi
Gambar E.3 Berita Acara 3 ........................................................................................................... E-3
Gambar E.4 Berita Acara 4 ........................................................................................................... E-4
Gambar E.5 Berita Acara 5 ........................................................................................................... E-5
Gambar E.6 Berita Acara 6 ........................................................................................................... E-7
Gambar F.1 Daftar Masalah 1 ....................................................................................................... F-1
Gambar F.2 Daftar Masalah 2 ....................................................................................................... F-2
xii
DAFTAR ISTILAH
No Istilah Deskripsi
1 Assign Menetapkan tiket ke agen
2 Attachments Mengunggah dokumen (file atau gambar) ke iTop.
3 Caller Mengidentifikasi Pemanggil
4 CI (Configuration Item) Setiap komponen yang perlu dikelola untuk memberikan layanan IT. CI biasanya meliputi layanan IT, hardware, software, bangunan, orang, dan dokumentasi formal seperti dokumentasi proses.
5 Child Request Permintaan yang terkait dengan permintaan parent
6 Error Code Kode Kesalahan
7 Helpdesk Seseorang yang memberikan layanan bagi pengguna sistem dan teknologi informasi di suatu intitusi tertentu.
8 Impact Seberapa besar potensi kerugian yang ditimbulkan atau seberapa banyak jumlah pengguna yang terkena dampak.
9 Incident Gangguan yang tidak direncanakan pada layanan IT atau penurunan kualitas layanan.
10 iTop Aplikasi Open Source untuk hari-hari operasional lingkungan IT.
11 Key words Kata Kunci
12 Known Errors Mendokumentasikan masalah yang diketahui bahkan jika masalahnya tidak sepenuhnya diperbaiki, misalnya dengan menyediakan solusi.
13 Orign Asal dari permintaan pengguna (mail, monitoring, phone, portal)
14 Person Menggambarkan orang fisik sebagai kontak di CMDB
15 Priority Sebuah kategori yang digunakan untuk menentukan nilai penting sebuah incident, problem, atau change
16 Private log Melacak penyelidikan atau operasi : copy/paste dari baris perintah hasil, ringkasan komunikasi dengan penyedia.
17 Problem Suatu yang terjadi penyebab dari satu atau lebih insiden. Penyebabnya tidak biasanya dikenal pada saat catatan masalah dibuat, dan proses manajemen masalah bertanggung jawab untuk investigasi lebih lanjut.
18 Public log Bertukar informasi dengan pemohon.
19 Related Incidents Menggambarkan insiden terkait
20 Related Problem Menggambarkan masalah terkait
21 Related Requests Menggambarkan permintaan terkait
22 Root Cause Akar permasalahan dari masalah yang terjadi
23 Summary Ringkasan dari masalah yang terjadi
24 Symptom Menggambarkan Gejala dari masalah yang terjadi
25 Troubleshooting Pencarian sumber masalah secara sistematis sehingga masalah tersebut dapat diselesaikan, dan proses penghilangan penyebab potensial dari sebuah masalah.
26 Wait for Approval Tunggu persetujuan dari agent
27 Work Around Tindakan standar (terdokumentasi) untuk mengurangi dampak buruk dari sebuah incident atau problem yang belum diketahui solusi tuntasnya.
xiii
DAFTAR SIMBOL
No Nama Simbol Deskripsi
1 Connector Menggambarkan alur dari proses ke
proses lainnya
2 Off Page Connector
Menggambarkan keluar atau masuk
proses dalam lembar atau halaman yang
berbeda
3 Process
Menggambarkan sebuah langkah proses
atau informasi
4 Decision
Menggambarkan sebuah langkah
pengembalian keputusan
5 Terminator
Menggambarkan permulaan (start) atau
akhir (stop) dari suatu kegiatan