ITSM Week01 - Introduction To ITSM

INTRODUCTION TO
SERVICE MANAGEMENT
ISH3I3 SERVICE MANAGEMENT
TELKOM UNIVERSITY SCHOOL OF INDUSTRIAL AND SYSTEM ENGINEERING INFORMATION SYSTEM 2017
ISH3I3 - Service Ma nagement - Introduction to IT Service Ma nagement
Objectives
What is SERVICE?
What is IT SERVICES?
What is IT SERVICE MANAGEMENT?
Why do we need IT SERVICE MANAGEMENT?
TELKOM UNIVERSITY SCHOOL OF INDUSTRIAL AND SYSTEM ENGINEERING INFORMATION SYSTEM 2017 2
Services
IT Services
Quality of IT Services
Quality is the ability of a set of inherent characteristics of a

product, system or process to fulfill requirements of customers
and other interested parties
1. Availability
2. Performance
3. Capacity
4. Security
5. Confidentiality
6. Scalability
7. Adjustability
8. Portability
9. Other attributes agreed
Common Understanding of ITSM
An example of 6 Customers of Customer

simplified high level Deliver Business
business driven Services 1
IT service model Demand for
Business
IT Service IT Service IT Service Services
User User User
IT
Service
Customer
2
Establish service 5
IT Provide IT services
requirements
Service
IT
Complementer 3 IT
Service
Ask for Service
Complementer Supplier Services
Provider
4
Provide
Supplier Services
Frequently used terms in IT Service Management
Customer
Person or group who agress the service level targets, demands and
pays for IT services
User
Person or group who uses the services on day-to-day basis
Service Management
A set of specialized organizational capabilities for providing value to
customers in the form of services
Service management is what enables a service provider to understand the services

they are providing, to ensure that the services really do facilitate the
outcomes their customers want to achieve, to understand the value of the services to
their customers, and to understand and manage all of the costs and risks associated
with those services
Service Provider Model I:

Internal Service Provider
Service Provider Model II:

Shared Service Unit
Service Provider Model III:

External Service Provider
Rumah Makan Padang
What are their services?

Do they have service providers? What
services provided by their suppliers?
Are their customers satisfied with their
services? What characteristics perceived as
a good service by customers?
How do they know whether their
customers are satisfied or not?
How do they handle the customer
complaints?
Bukalapak
What are their services?

Do they have service providers? What
services provided by their suppliers?
Are their customers satisfied with their
services? What characteristics perceived as
a good service by customers?
How do they know whether their
customers are satisfied or not?
How do they handle the customer
complaints?
How can customers differentiate their
services with Tokopedia Services?
Why IT Service Management has Value

Customers of Customer
Think of these. Actual outcome Outcome that

of services customers want to
For whatever service achieve
provider types.. the outcomes
that customers want to IT Service IT Service
User User
achieve are the reason why
they purchase or use the
service, IT
Service
For what ever service Customer
provider types the value of
the service to the customer is Services
directly dependent on how Awarded value: appreciation,
more service demand, more
well it facilitates these IT budget allocation.
outcomes. Service !!!
Provider
Why IT Service Management has Strategic Value
For profit oriented organisation competition drives the business organisation to

utilise a broad range of IT services to create values: to cut transaction costs, to speed
up transaction processing, to provide reliable management information for decision
making at operational and strategic level; and so forth
The performance of IT services provided to the customer(s) and user(s) determines the
business outcomes. The business outcomes will in turn drive business performance;
.Poor IT services poor business outcomes poor business perfomance
The same situation applies for non-profit organisation
The value, perceived by customers, will be determined by The utility

and the warranty of IT Service
The value is about the expectations.... How we manage the customers expectations.
Framework: ISO 20000:2011
Framework: IT Infrastructure Library
ITIL Life Cycle in High Level
Framework: ITIL (IT Infrastructure Library)
Individual Assignment #1
Please find at least 3 journals with the similar topic

Please choose either one of the following topics:
Significance/Benefit/Role of IT Service Management in Industries/Organization/Enterprises
The growth and development of IT Service Management (could be challenges faced by industries
during development)
Implementation of IT Service Management
Report submission:
Create a summary report with NO MORE THAN 2 PAGES of A4 PAPER with 1 spacing, Times New
Roman 11
The report should include your own justification/argumentation based on the information gathered
from the journals
Please submit your report next week before the class started
Email to: iqbal.santosa@alumni.ui.ac.id
Subject/File Name: ITSM_Assignment1_NIM_Class

ITSM Week01 - Introduction To ITSM

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INTRODUCTION TO

ISH3I3 SERVICE MANAGEMENT

Quality is the ability of a set of inherent characteristics of a

Common Understanding of ITSM

An example of 6 Customers of Customer

Common Understanding of ITSM

Frequently used terms in IT Service Management

Service management is what enables a service provider to understand the services

Common Understanding of ITSM

Service Provider Model I:

Common Understanding of ITSM

Service Provider Model II:

Common Understanding of ITSM

Service Provider Model III:

Rumah Makan Padang

What are their services?

What are their services?

Why IT Service Management has Value

Think of these. Actual outcome Outcome that

Why IT Service Management has Strategic Value

For profit oriented organisation competition drives the business organisation to

The same situation applies for non-profit organisation

The value, perceived by customers, will be determined by The utility

Framework: ISO 20000:2011

Framework: IT Infrastructure Library

Please find at least 3 journals with the similar topic

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