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Ryan DharmasaputraDidiek Putra OetomoMuhammad rayhanRaymond BintangAnggun Dwi fitriaElviera FellaSherly 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?UTILITYWARRANTYT/FT/FT/FORANDPerformance supported?Constraints removed?Available enough?Capacity enough?Continuous enough?Secure enough?ANDVALUEDefinition 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-initiativesApa 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 LibraryITIL concept emerged in the 1980s as authored by UK government through its Cabinet Office2001: 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 elses 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, its a given.

. ITIL is unique for four reasons

Complementary PublicationsWeb Support ServicesCMMI

TOGAF

ETOM

Six Sigma

PMBOK

PRINCE2

SOA

COBIT

MORISO/IEC20000

SOX

Certified Training

ISO/IEC17799

ISO/IEC19770COREOther FrameworksInitially, 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 objectivesKnown and manageable IT costs, ensuring the business better plans its financesIncreased 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 reworkMore effective change management, enabling the business to keep pace with change and drive business change to its advantageImproved user and customer satisfaction with ITImproved 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 strategyService design: designing the overarching IT architecture and each IT service to meet customers business objectives by being both fit for purpose and fit for useService transition: managing and controlling changes into the live IT operational environment, including the development and transition of new or changed IT servicesService operation: delivering and supporting operational IT services in such a way that they meet business needs and expectations and deliver forecasted business benefitsContinual service improvement: learning from experience and adopting an approach which ensures continual improvement of IT services.ITIL LifecyclesITIL adalah seperangkat praktek yang baik dalam penyediaan, pengelolaan, dan dukungan layanan oleh komunitas ITITIL 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-initiativeshttp://www.connectwise.com/itil.phphttp://www.itil-officialsite.com/http://www.connectwise.com/http://www.best-management-practice.com/Daftar PustakaTHANK YOU