Ryan D h armasaputra Didiek Putra O etomo Muhammad rayhan Raymond Bintang Anggun Dwi fitria Elviera F ella Sherly M

1. Ryan Dharmasaputra Didiek Putra Oetomo Muhammad rayhan Raymond Bintang AnggunDwifitria ElvieraFella SherlyMareta Kelas : O6 PIM

2. INTRODUCTION

3. Apa itu Service? • 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 outcomescustomers want to achieve, without the ownership of specific costs and risks ( Service Strategy 2011)

4. Apa itu Value? UTILITY Performance supported? T/F OR Constraints removed? VALUE AND Available enough? T/F Capacity enough? AND Continuous enough? T/F Secure enough? WARRANTY Definition of Value (Service Strategy Cabinet Office 2011)

5. Apa itu IT Service Management? • 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

6. IT Service Management

7. Apa itu ITIL? • ITIL (IT Infrastructure Library) describes a set of good practices in the provisioning, management, and support of services by the IT communityhttps://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)

8. CONTENT

9. 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)

11. . ITIL is unique for four reasons • 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.

12. Other Frameworks CORE ISO/IEC 20000 SOX Certified Training ISO/IEC 17799 ISO/IEC 19770 CMMI TOGAF ETOM Six Sigma PMBOK PRINCE2 SOA COBIT MOR Complementary Publications Web Support Services

13. 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

14. Manfaat ITIL • 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.

15. ITIL Lifecycles • 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.

16. Kesimpulan • ITIL adalahseperangkat praktek yang baik dalam penyediaan, pengelolaan, dan dukungan layanan oleh komunitas IT • ITIL diperhabaruihinggaversi 3.1 • ITIL Lifecyclememiliki 5 cycle yang berisikan : • Service Strategy • Service Design • Service Transition • Service Operation • Continual Service Improvement

17. DaftarPustaka • 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/

18. THANK YOU