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Transcript of Ryan Dharmasaputra Didiek Putra Oetomo Muhammad rayhan Raymond Bintang Anggun Dwi fitria Elviera...
Ryan Dharmasaputra
Didiek Putra Oetomo
Muhammad rayhan
Raymond Bintang
Anggun Dwi fitria
Elviera Fella
Sherly Mareta
Kelas : O6 PIM
INTRODUCTION
Service adalah setiap kegiatan yang diperuntukkan atau ditujukan untuk memberikan kepuasan melalui pelayanan yang diberikan seseorang secara memuaskan ( AHMAN SUTARDI & ENDANG BUDIASIH)
Service merupakan sebuah paradigma dari orang - orang dalam
sebuah perusahaan, tidak peduli apakah sebuah perusahaan yang menhasilkan product atau service untuk selalu memberikan best value pada pelanggannya (HERMAWAN KERTAJAYA)
Services are a means of delivering value to customers by facilitating outcomes customers want to achieve, without the ownership of specific costs and risks ( Service Strategy 2011)
Apa itu Service?
Apa itu Value?UTILITY
WARRANTY
T/F
T/F
T/F
OR
AND
Performance supported?
Constraints removed?
Available enough?
Capacity enough?
Continuous enough?
Secure enough?
AND
VALUE
Definition of Value (Service Strategy Cabinet Office 2011)
IT Service Management (ITSM) is defined as a process-based practice intended to align the delivery of information technology (IT) services with needs of the business, which emphasizes benefits to customers.
https://itservices.uchicago.edu/page/it-service-management-initiatives
Apa itu IT Service Management?
IT Service Management
ITIL (IT Infrastructure Library) describes a set of good practices in the provisioning, management, and support of services by the IT community https://itservices.uchicago.edu/
ITIL focuses on creating alignment between IT and business objectives. At its foundation, ITIL is a library consisting of six core books, enhanced by complementary publications and web services. Established techniques and processes enable the measurement and continuous improvement of IT service management (http://www.connectwise.com/itil.php)
Apa itu ITIL?
CONTENT
IT Infrastucture Library
ITIL concept emerged in the 1980s as authored by UK government through its Cabinet Office
2001: Version 2 (2 modules)2007: Version 3 (5 modules)2011: Version 3.1 (minor revisions)Similar Framework: Microsoft Operations Framework
(MOF)
Vendor-neutral, best practice guidance. ITIL is not a “carved-in-stone” method of operating. In fact, one of the key founding principles of ITIL is that you do not follow someone else’s process verbatim. Instead, the theories and methodologies founded in ITIL should only serve as a guideline.
Unlimited applicability. The theories of ITIL can be applied to any business in any industry.
All-encompassing and dependable. Rather than focusing in on one key principle or lesson, ITIL instead focuses on the process of IT service management. This level of detail allows for consistent and common-sense distinctions within each process.
Widely implemented. As a rule, ITIL encourages business alliance, making it a wise choice for organizing the business of IT. That means your customer will never have to wonder if you are working with their best interests at heart; after all, it’s a given.
. ITIL is unique for four reasons
CMMI
TOGAF
ETOM
Six Sigma
PMBOK
PRINCE2
SOA
COBIT
MOR
ISO/IEC20000
SOX
Certified Training
ISO/IEC17799
ISO/IEC19770
CORE
Other Frameworks
Initially, IT Services will focus on four processes:Incident Management (restoring a service that broke)Problem Management (identifying the cause of an incident)Change Management (assessing and scheduling technology
changes)Project Portfolio Management
• IT services which align better with business priorities and objectives, meaning that the
business achieves more in terms of its strategic objectives
• Known and manageable IT costs, ensuring the business better plans its finances
• Increased business productivity, efficiency and effectiveness, because IT services are more
reliable and work better for the business users
• Financial savings from improved resource management and reduced rework
• More effective change management, enabling the business to keep pace with change and
drive business change to its advantage
• Improved user and customer satisfaction with IT
• Improved end-customer perception and brand image.
Manfaat ITIL
• Service strategy: collaboration between business strategists and IT to develop IT service strategies
that support the business strategy
• Service design: designing the overarching IT architecture and each IT service to meet customers’
business objectives by being both fit for purpose and fit for use
• Service transition: managing and controlling changes into the live IT operational environment,
including the development and transition of new or changed IT services
• Service operation: delivering and supporting operational IT services in such a way that they meet
business needs and expectations and deliver forecasted business benefits
• Continual service improvement: learning from experience and adopting an approach which ensures
continual improvement of IT services.
ITIL Lifecycles
ITIL adalah seperangkat praktek yang baik dalam penyediaan, pengelolaan, dan dukungan layanan oleh komunitas IT
ITIL diperhabarui hingga versi 3.1ITIL Lifecycle memiliki 5 cycle yang berisikan :
Service StrategyService DesignService TransitionService OperationContinual Service Improvement
Kesimpulan
https://itservices.uchicago.edu/page/it-service-management-
initiatives
http://www.connectwise.com/itil.php
http://www.itil-officialsite.com/
http://www.connectwise.com/
http://www.best-management-practice.com/
Daftar Pustaka
THANK YOU