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ITSM Week01 - Introduction To ITSM
ITSM Week01 - Introduction To ITSM
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?
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ISH3I3 - Service Ma nagement - Introduction to IT Service Ma nagement
Services
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ISH3I3 - Service Ma nagement - Introduction to IT Service Ma nagement
IT Services
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ISH3I3 - Service Ma nagement - Introduction to IT Service Ma nagement
Quality of IT Services
1. Availability
2. Performance
3. Capacity
4. Security
5. Confidentiality
6. Scalability
7. Adjustability
8. Portability
9. Other attributes agreed
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ISH3I3 - Service Ma nagement - Introduction to IT Service Ma nagement
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
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ISH3I3 - Service Ma nagement - Introduction to IT Service Ma nagement
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
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ISH3I3 - Service Ma nagement - Introduction to IT Service Ma nagement
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ISH3I3 - Service Ma nagement - Introduction to IT Service Ma nagement
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ISH3I3 - Service Ma nagement - Introduction to IT Service Ma nagement
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ISH3I3 - Service Ma nagement - Introduction to IT Service Ma nagement
Bukalapak
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ISH3I3 - Service Ma nagement - Introduction to IT Service Ma nagement
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ISH3I3 - Service Ma nagement - Introduction to IT Service Ma nagement
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
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ISH3I3 - Service Ma nagement - Introduction to IT Service Ma nagement
The value is about the expectations.... How we manage the customers expectations.
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ISH3I3 - Service Ma nagement - Introduction to IT Service Ma nagement
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ISH3I3 - Service Ma nagement - Introduction to IT Service Ma nagement
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ISH3I3 - Service Ma nagement - Introduction to IT Service Ma nagement
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ISH3I3 - Service Ma nagement - Introduction to IT Service Ma nagement
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ISH3I3 - Service Ma nagement - Introduction to IT Service Ma nagement
ITIL Life Cycle in High Level
Framework: ITIL (IT Infrastructure Library)
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ISH3I3 - Service Ma nagement - Introduction to IT Service Ma nagement
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ISH3I3 - Service Ma nagement - Introduction to IT Service Ma nagement
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ISH3I3 - Service Ma nagement - Introduction to IT Service Ma nagement
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ISH3I3 - Service Ma nagement - Introduction to IT Service Ma nagement
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ISH3I3 - Service Ma nagement - Introduction to IT Service Ma nagement
Individual Assignment #1
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