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)
UTILITY
Performance supported?
OR
T/F
Constraints removed?
VALUE
AND
T/F
Available enough?
Capacity enough?
AND
T/F
Continuous enough?
Secure enough?
WARRANTY
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
 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)
CONTENT
 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.
CORE
CMMI
TOGAF
ISO/IEC
20000
ETOM
SOX
Six Sigma
PMBOK
PRINCE2
Certified
Training
ISO/IEC
17799
SOA
COBIT
MOR
ISO/IEC
19770
 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.
• 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 adalah seperangkat praktek yang baik dalam penyediaan, pengelolaan, dan
dukungan layanan oleh komunitas IT
 ITIL diperhabarui hingga versi 3.1
 ITIL Lifecycle memiliki 5 cycle yang berisikan :
 Service Strategy
 Service Design
 Service Transition
 Service Operation
 Continual Service Improvement
 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/
THANK YOU