MLTI 4 - Konsep Dasar Manajemen Layanan TI (Part 2) — Transcript

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1. 0:01Hi friends, welcome back to the IT
2. 0:03Service Management course with the
3. 0:05topic of MLTI Basics part 2. Let's get
4. 0:06started. Service management. What is
5. 0:11service management? Service management.
6. 0:17Service management is a set of specific
7. 0:20organizational capabilities to deliver
8. 0:22value to customers in the form of
9. 0:24services. Well, IT service management
10. 0:32means the implementation and management
11. 0:35of quality IT services that meet
12. 0:37business needs. So, what should a
13. 0:44service provider do to provide quality
14. 0:47IT services and meet business needs?
15. 0:53There are three things. First, managing
16. 0:55IT services from a business perspective
17. 0:57. IT service providers must be able to
18. 1:00understand business views on the
19. 1:03benefits or value expected from IT
20. 1:05utilization. Second, it requires the
21. 1:12right combination of PPT, namely people
22. 1:14or individuals must have the
23. 1:15appropriate skills. Second, the process
24. 1:18. Well, the process must be executed
25. 1:20correctly. And third, technology,
26. 1:22namely must have supporting technology.
27. 1:29Third, maintaining the relationship
28. 1:31between the IT service provider and the
29. 1:33customer by continuously ensuring that
30. 1:36the IT services provided meet customer
31. 1:38needs at the level of quality expected
32. 1:40by the customer or in accordance with
33. 1:42the SLE and at a level of cost
34. 1:44acceptable to the customer. For this
35. 1:50reason, communication between IT
36. 1:52service providers and customers must be
37. 1:54continuously maintained and developed.
38. 1:59We mentioned earlier about the SL, or
39. 2:02service level agreement. So, what is an
40. 2:05SL? It is a document of agreement
41. 2:10between an IT service provider and a
42. 2:12customer. This SL contains an overview
43. 2:16of the IT services provided, the
44. 2:18service level targets promised by the
45. 2:19service provider, and the respective
46. 2:21responsibilities of the service
47. 2:23provider and customer. An SL can cover
48. 2:30multiple IT services or multiple
49. 2:32customers. Let's move on to IT service
50. 2:39stakeholders. A stakeholder is a person
51. 2:45or group of people who have an interest
52. 2:47in or are impacted by anything done by
53. 2:50the management of a system. IT service
54. 2:57stakeholders themselves are divided
55. 2:59into two: external and internal. We
56. 3:06start with external stakeholders. There
57. 3:08are three: customer, user, and supplier
58. 3:11. A user is someone who directly and
59. 3:17routinely uses IT services every day. A
60. 3:22customer is someone who purchases goods
61. 3:24or services. In the context of IT
62. 3:27services, a customer is a person or
63. 3:29group of people who agree to an SLA.
64. 3:36These customers can be internal or
65. 3:38external. Internal customers are people
66. 3:41in other departments within the same
67. 3:43organization as the IT service provider
68. 3:44. Typically, these internal customers
69. 3:47do not pay compensation for the
70. 3:49services they receive. External
71. 3:53customers are people outside the
72. 3:55organization who receive IT services.
73. 3:57They typically pay for the IT services
74. 3:59provided. Customers are distinguished
75. 4:07from users because not all customers
76. 4:09directly use IT services. However,
77. 4:14users do not have full authority over
78. 4:16IT services like customers. For example
79. 4:20, a company is the buyer of IT services
80. 4:22, while users are the company's staff
81. 4:25who act as system operators. The IT
82. 4:28service provider is required to inform
83. 4:30the IT service operator staff of the
84. 4:32SLE agreed upon by the IT service
85. 4:34provider and the company as the
86. 4:36customer. Third, there are suppliers.
87. 4:44Suppliers are third parties outside the
88. 4:46service provider organization that help
89. 4:48provide the services or goods needed to
90. 4:50realize the services. Examples include
91. 4:53software and hardware vendors,
92. 4:55communication network providers, and
93. 4:57others. Okay, let's move on to internal
94. 5:02stakeholders. With internal
95. 5:03stakeholders, we start with the process
96. 5:05. A process is a series of structured
97. 5:08activities designed to achieve a
98. 5:10specific goal. A process takes more
99. 5:13than one defined input and transforms
100. 5:16it into a specified output. Next, there
101. 5:21are functions. Functions are teams or
102. 5:24groups of people and resources or other
103. 5:26tools used to carry out a process or
104. 5:29process activity. Functions can be
105. 5:35groups, teams, apartments, and
106. 5:37divisions. A group is a group of people
107. 5:40performing similar activities. Groups
108. 5:42are generally not visible in the
109. 5:43organizational structure. For example,
110. 5:46a group of people to handle incident
111. 5:48management. Next, a team. A team is a
112. 5:52group of people who work together to
113. 5:54achieve a specific task goal and are
114. 5:56more formally structured within an
115. 5:58organization. For example, an IT
116. 6:01project implementation team, an
117. 6:02application development team, and so on
118. 6:05. Next, a department. This department
119. 6:11is the formal organizational structure
120. 6:13within an organization. And finally,
121. 6:15there is a division. This division is a
122. 6:18number of departments grouped together
123. 6:20within an organization. So, what is the
124. 6:27relationship between these resources?
125. 6:30Functions, processes, and capabilities.
126. 6:33Resources can be money, hardware,
127. 6:36software, information, and people.
128. 6:42These resources are allocated and
129. 6:44coordinated into capabilities.
130. 6:46Capabilities are a combination of
131. 6:49functions in the form of groups, tips,
132. 6:51departments, and divisions with
133. 6:53processes that can produce IT service
134. 6:56value. This second part of the video is
135. 7:03over, friends. Thank you. Yeah.