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/

www.binus.ac.id

Daftar Pustaka

THANK YOU