Manajemen

Layanan TI
Vinda Daningrum, M.Kom., M.IM
vinda.daningrum@itk.ac.id
QUIZ
1. Elaborate the definition of service
2. Mention and explain 3 components which
compose a service
3. Mention and explain 4 principles of Service
Based Competitive Strategy
4. Elaborate the process of creating service
design affinity diagram
5. Elaborate the definition of IT Service
Management (ITSM)
6. What is IT as a Service?
7. Explain 3 types of IT as a Service and give
example for each of them
 General ITSM position
IT towards IT
Introduction insight Governance
to Service
and IT Management
and ITSM Perception of field and the
the course Management
frameworks
 COMPETENCY:
STUDENTS ARE ABLE TO ELABORATE THE
IT Governance and IT CORRELATION OF IT GOVERNANCE AND
IT SERVICE MANAGEMENT
Management STUDENTS HAVE THE INSIGHT OF IT
GOVERNANCE AND IT MANAGEMENT
FRAMEWORKS
MANAGEMENT, GOVERNANCE, AND OWNERSHIP

Governance ensures that stakeholder

needs, conditions and options are
evaluated to determine balanced,
agreed-on enterprise objectives to be
achieved; setting direction through
prioritization and decision making;
and monitoring performance and
compliance against agreed-on
direction and objectives.
MANAGEMENT, GOVERNANCE, AND OWNERSHIP (contd)

Ownership: Choosing Directors

Governance: Protect owners interests

Direct-Establish Strategy-Monitor

Management:
Developing business capability
Running business operational
IT GOVERNANCE
ITGI, 2005: is the responsibility of executives and the board of directors, and
consists of the leadership, organizational structures and processes that ensure
that the enterprises IT sustains and extends the organizations strategy and
objectives
Van Grembegen, 2000: is the organizational capacity exercised by the board,
executive management and IT management to control the formulation and
implementation of IT strategy and in this way ensure the fusion of business and IT
Well & Woodham, 2002: is specifying the decision rights and accountability
framework to encourage desirable behavior in the use of IT
IT MANAGEMENT vs IT GOVERNANCE
IT Governance: deciding and prioritizing WHAT things to do
IT Management: HOW to do them in an optimal manner
IT SERVICE MANAGEMENT vs IT GOVERNANCE
IT GOVERNANCE IT SERVICE MANAGEMENT
Focus on strategic things (long-term), including Focus on operational excellence and IT service
IT management principles, IT infrastructure and functions.
architecture, application requirement analysis, Focus on IT service effectiveness and efficiency.
IT investment and prioritization. Focus on current IT service operational
Tasks and authority elements are very specific for management.
internal party (within organization) and could not Task and authority elements could be transferred
be transferred to other party (outside to other party.
organization).
To govern means who decides what:
What decisions need to be made to ensure
that IT management and IT usage are
effective
Who are responsible to make decisions?
How those decisions made, monitored, and to
be accountable?
FRAMEWORKS

A basic structure
underlying a system
IT MANAGEMENT FRAMEWORKS
IT Management Frameworks IT Management Frameworks
Domain Domain
IT Governance COBIT: Governance of Enterprise IT Information ISO 27000 series
ISO/ IEC 38500: 2008 Corporate Security
Governance of Information Technology
IT Service ITIL (2011) Enterprise TOGAF
Management ISO/ IEC 20000: 2011 Architecture Zachman Framework for EA
CEAF
FEA
IT Project PRINCE2 (2009) IT Quality ISO9000
Management PMBOK 5th: 2013 Management Six Sigma
Etc.
IT Risk COSO ERM IT Maturity CMMI
Management Risk IT (2009) Assessment ISO/ IEC15504
Management of Risk (M_o_R) CMM
OCTAVE
ISO 31000: 2009
IT Value Delivery Val IT V2.0 (2008) Internal COSO
Management of Value (MoV): 2010 Controls Sarbanes-Oxley Act (2002)
End of topic
IT Governance and IT Management
 ITSM position
IT towards IT Basic insight of
Governance Introduction
and IT Management to ITIL ITIL as an ITSM
Management field and the framework
frameworks
 COMPETENCY: STUDENTS ARE ABLE
Introduction to ITIL TO ELABORATE THE ROLE OF ITIL
TOWARDS ITSM
ITIL (Information Technology Infrastructure Library)
End of topic
Introduction to ITIL
 Basic insight Basic
of ITIL as an Basic understanding
Introduction
Concept of
to ITIL ITSM ITSM of ITSM based
framework on ITIL
Basic Concept of IT COMPETENCY: STUDENTS ARE ABLE
TO ANALYZE IT SERVICE
Service Management MANAGEMENT AS A PRACTICE
SERVICE
A service is a means of delivering value to
customers by facilitating outcomes
customers want to achieve without
ownership of specific cost and risk

Outcomes:
Achieving something
Omitting problems or limitation
IT SERVICE Relationship
between
Internal
services
provider and
customer External
services

Customer-
A service facing IT
services
provided by an IT IT Service Interaction
service provider Supporting
services

Core services

Enabling
Benefit
services

Enhancing
services
SERVICE MANAGEMENT
A set of specialized
organizational capabilities for
providing value to customers in
the form of services

Service Management
Processes Services
+ = Resources
(Values)
Functions
IT SERVICE MANAGEMENT

Business
point of view
Implementation and (value based)

management of quality IT
services that meet the needs
of the business. IT service
management is performed by ITSM
IT service providers through an
appropriate mix of people, Maintain
Provider-
success
process, and information Customer Proper PPT
relationship
technology (SLA)
PROCESS
Measureable

A structured set of activities

designed to accomplish a
specific objective. A process Trigger
Process
Specific results
Characteristics
takes one or more defined
inputs and turns them into
defined outputs.

Customers/
stakeholders
FUNCTION
Group
A team or group of people and
other resources or tools that
are used to carry out process
or process activities. Function
describes organization Division FUNCTION Team
structure and the location
where human resources
perform IT service
management. Each function
has its own service assets Department
(resource and capabilities)
ROLES Process
Owner

Defined in a process as a set

of responsibilities, activities, Service
ROLES
Process
and authorities granted to a (many-to-
Owner Manager
many)
person or team.

Process
Practitioner
PROCESS, FUNCTION, AND ROLES

R R R

R R R
IT SERVICE Function
STAKEHOLDERS
Internal Groups

Teams
IT Service
Stakeholders IT direct users for daily usage
Users
Internal
External Customer
External
Suppliers
Third parties (outside the
organization) who provide
sub-service
CUSTOMER CATEGORIES

+ SLA
Service Provider
CUSTOMER vs USER
SERVICE PROVIDER CATEGORIES
IT Service Provider
Internal service A department/ an organization unit which provides
services only for one department within the same
provider organization

Shared service A department/ an organization unit which provides

unit services for several departments within the same
organization

External service A department/ an organization unit which provides

provider services for external customers
INTERNAL SERVICE PROVIDER
SHARED UNIT SERVICE PROVIDER
EXTERNAL SERVICE PROVIDER
SERVICE VALUE

Value=Service Assets? Value=Utility + Warranty

IT SERVICE
Utility

Increasing
What the Performances / FIT for
Customer Gets? Reducing PURPOSE
Constraints

UTILITY BENEFITS
Warranty: How is it delivered?

Availability

Capacity

Continuity
=SLA Fit for Use

Security
 SERVICE VALUE

UTILITY
Performance supported? T/F
Constraint removed?
Fit for Purpose
T/F
Value Created
WARRANTY
Available enough? Fit for Use
Capacity enough? T/F
Continuous enough?
Secure enough?
SERVICE ASSET = Resources + Capabilities

RESOURCES CAPABILITIES
Management (culture,
Money/ Capital
leadership)
Organization (structure,
IT Infrastructure (hardware)
organization resources)

Apps (software) Process

Knowledge (organizational
Information (data, records)
knowledge)

People (Human Resources)

Total employee Experiences, skills, personal
network
SERVICE ASSET
BUSINESS UNIT
RESOURCES CAPABILITIES
Consume Assets
Generate Returns
Money/ Capital Management (culture, leadership)

Organization (structure,
IT Infrastructure (hardware)
organization resources)
Services

Create Value
Apps (software) Process

Knowledge (organizational
Information (data, records)
knowledge)
Demand Supply
People (Human Resources)

Coordinate, control, deploy

RACI MODEL
R: Responsibility Who is responsible for technical activity of the assigned job?
A: Accountability Who is responsible for the quality of final result? (1 person only)
C: Consulted Who is qualified to give an advice or comments as a consultant?
I : Informed the person who always needs to be informed regarding current
process (the execution and quality)

Function
Role
User Service Desk Analyst Service Desk Manager Support Group Problem Manager
Incident documentation I R A I C
Investigation and I I/R A I/R C
diagnosis
Executing I I/R A I/R R/C
PRACTICE!
1. Stick to your group and the service idea!
2. Assign your group into IT Department Manager, Service
Desk, Hardware Engineer, Software Engineer, and
Operational Management
3. Discuss the Utility (increasing performance and/ or
reducing constraints) and the Warranty (ACCS) of your
service
4. Discuss the RACI Chart for these roles:
a. IT accident (server down, electricity off, etc.)
b. IT assets purchasing and disposal
c. Grant and revoke user access
d. IT infrastructure installation
ROLES & CORE GUIDES BASED ON ITIL