GOVERNANCE & CONTINUAL IMPROVEMENT

KOLABORASI DOSEN SI ITK & PRAKTISI (PROGRAM PRAKTISI MENGAJAR KEMENDIKBUDRISTEK)

APRIL 2023
AGENDA

IT Governance

Continual Improvement

Q & A ( 30 mins)

Diskusi Kelompok

Presentasi Kelompok
 Objektif:
Mahasiswa mampu mengevaluasi keseluruhan proses/aktivitas
yang berkaitan dengan pengelolaan layanan IT suatu organisasi
berdasarkan Konsep Service Value System (SVS) dalam ITIL 4
(C5).

AGENDA WEEK 11

 Governance
 Continual Improvement
 Organizational governance is a system by which an organization is
directed and controlled.

Governance is realized through the following activities:

 Evaluate → The evaluation of the organization, its strategy, portfolios, and
relationships with other parties. The governing body evaluates the
organization. on a regular basis as stakeholders’ needs and external
circumstances evolve.
 Direct → The governing body assigns responsibility for, and directs the
GOVERNANCE preparation and implementation of, organizational strategy and policies.
Strategies set the direction and prioritization for organizational activity,
future investment, etc. Policies establish the requirements for behavior
across the organization and where relevant, suppliers, partners, and other
stakeholders.
 Monitor → The governing body monitors the performance of the
organization and its practices, products, and services. The purpose of this is
to ensure that performance is in accordance with policies and direction.
Organizational governance evaluates, directs, and monitors all
the organization’s activities, including those of service management.
COBIT 5

COBIT 5 adalah a set of best practice (framework)

bagi pengelolaan teknologi informasi (IT management)
yang secara lengkap terdiri dari: executive summary,
framework, control objectives, audit guidelines,
implementation tool set serta management guidelines
yang sangat berguna untuk proses sistem informasi
strategis.
4 DOMAIN COBIT
1.Plan and Organise (PO), Secara umum domain ini meliputi
strategi dan taktik, serta identifikasi bagaimana TI dapat
berkontribusi terhadap pencapaian sasaran bisnis. Domain ini
dibagi ke dalam 10 fase dalam prosesnya, yaitu:
1. PO1: Mendefinisikan rencana strategis TI
2. PO2: Mendefinisikan arsitektur informasi
3. PO3: Menentukan arahan teknologi
4. PO4: Mendefinisikan proses TI, organisasi dan
keterhubungannya
5. PO5: Melelola investasi TI
6. PO6: Mengkomunikasikan tujuan dan arahan
manajemen
7. PO7: Mengelola sumber daya TI
8. PO8: Mengelola kualitas
9. PO9: Menaksir dan mengelola resiko TI
10.PO10: Mengelola proyek
4 DOMAIN COBIT
2. Acquire and Implement (AI), Domain ini menggambarkan
bagaimana perubahan dan pemeliharaan dari sistem yang ada
selaras dengan sasaran bisnis. Domain AI terbagi menjadi tujuh
proses TI yang dapat dilihat pada tabel berikut:
1. AI1: Mengidentifikasi Solusi Otomatis
2. AI2: Memperoleh dan Memelihara Software Aplikasi
3. AI3: Memperoleh dan Memlihara Infrastruktur Teknologi
4. AI4: Memungkinkan Operasional dan Penggunaan
5. AI5: Memenuhi Sumber Daya TI
6. AI6: Mengelola Perubahan
7. AI7: Instalasi dan Akreditasi Solusi beserta
Perubahannya
4 DOMAIN COBIT
3. Deliver and Support (DS), Domain ini mencakup penyampaian
hasil aktual dari layanan yang diminta, termasuk pengelolaan
kelancaran dan keamanan, dukungan layanan terhadap
pengguna serta pengelolaan data dan operasional fasilitas, yang
meliputi:
1. DS1: Mengidentifikasi dan Mengelola Tingkat Layanan
2. DS2: Mengelola Layanan Pihak Ketiga
3. DS3: Mengelola Kinerja dan Kapasitas
4. DS4: Memastikan Layanan yang Berkelanjutan
5. DS5: Memastikan Keamanan Sistem
6. DS6: Mengidentifikasi dan Mengalokasikan Biaya
7. DS7: Mendidik dan Melatih Pengguna
8. DS8: Mengelola service desk
9. DS9: Mengelola Konfigurasi
10.DS10: Mengelola Permasalahan
11.DS11: Mengelola Data
12.DS12: Mengelola Lingkungan Fisik
13.DS13: Mengelola Operasi
4 DOMAIN COBIT

4.Monitor and Evaluate (ME), Domain ini terkait dengan kinerja

manajemen, kontrol internal, pemenuhan terhadap aturan serta
menyediakan tata kelola. Fungsi doman ini sendiri adalah untuk
memastikan seluruh proses TI dapat dikontrol secara periodik
yang bermaksud untuk menjaga kualitas dan pemenuhan
kebutuhan pasar. Berbeda dari domain yang lain, ME hanya
terdiri dari 4 proses TI, yaitu:
1. ME1: Mengawasi dan Mengevaluasi Kinerja TI
2. ME2: Mengawasi dan Mengevaluasi Kontrol Internal
3. ME3: Memastikan Pemenuhan terhadap Kebutuhan
Eksternal
4. ME4: Menyediakan Tata Kelola TI
 GOVERNANCE OVER IT SERVICE MANAGEMENT PROCESSES
USING COBIT 5.0

What is the objective of Governance? What is the objective of IT Governance?

To be clear about the meaning and scope of
governance in theory: There is no such thing like an
own or dedicated governance system for IT outside
of, or in parallel to enterprise governance. Since the
goal of enterprise governance is value creation by
realizing benefit while optimizing risks and
resources, IT has to contribute to exactly this goal
of enterprise governance.
With IT becoming increasingly critical to the
success of enterprises, implementing IT
governance has become imperative. IT must
deliver value against business and governance
requirements.
THE OBJECTIVE OF IT
GOVERNANCE

This cannot be achieved without adopting and implementing

a governance and control framework that can:

Link IT to business requirements.

Make IT performance against business requirements
measurable and transparent.
Organize IT activities into a generally understood and
accepted process model.
Identify major resources that can be leveraged.
Define the management control objectives that
need to be considered.
IT Governance and Service Management
COBIT AND ITIL® V3 FRAME
WORK
IT Governance ensures business requirements are
linked to IT Services.

COBIT is an IT governance and control framework that

focuses on what should be covered in processes and
procedures.

ITIL® provides detailed guidance on how the processes

or procedures should be designed and focuses
on how to plan, design and implement effective service
management processes.

The scope of COBIT is broader than the scope of

ITIL® V3 Service Management:
THE TWO KEY CONCEPTS OF IT GOVERNANCE ARE: DIRECT
AND CONTROL:

•Direct: Management provides direction. To provide

effective direction, management needs
to communicate the intended objectives. In addition,
management directs people to implement the
objectives.
•Control: Control ensures that the objective is achieved
as intended, and no undesired incidents occur.

•“direct and control” and respective processes belong

to the enterprise board under the accountability of the
CEO.

IT governance and IT management are two separate entities. IT service management can be
considered to be part of the IT management domain, which leaves IT governance in the business or
information management.
COBIT: WHAT’S IN IT FOR THE GOVERNANCE OF SERVICE
MANAGEMENT PROCESSES?

1. By leveraging COBIT® guidance, an enterprise can ensure that its service management effort is
aligned with its overall business, governance and internal control requirements. COBIT provides a
framework for cascading enterprise goals down to IT goals and further to process goals.

2. Have a look to the Align, Plan and Organize Management level of COBIT’s Process Reference
Model. Either some of the process elements are defined already or make use of the process
practices, goals and matrices as suggested by COBIT.

3. COBIT supports the definition of an IT‐related Goal Metrics (Balanced Score Card,
BSC). Part of this goal metrics are process related KPIs

4. COBIT provides an understandable, logical, repeatable, reliable and robust methodology for
assessing the capability of IT processes. Process assessments enable an organization to review its
maturity baseline and to define improvement steps according to enterprise and IT goals.
COBIT BALANCE
SCORE CARD
 Continual improvement takes place in all areas of the
organization and at all levels, from strategic to operational.

To maximize the effectiveness of services, each person who contributes

to the provision of a service should keep continual improvement in mind
and should always be looking for opportunities to improve.

The continual improvement model applies to the service value system

CONTINUAL (SVS) in its entirety, as well as to all the organization’s products,
IMPROVEMENT services, service components, and relationships.

To support continual improvement at all levels, the ITIL SVS includes:

❖ The ITIL continual improvement model, which provides organizations
with a structured approach to implementing improvements.
❖ The improve service value chain activity, which embeds continual
improvement into the value chain.
❖ The continual improvement practice, supporting organizations in their
day-to-day improvement efforts.
ACTIVITIES RELATED TO THE
CONTINUAL IMPROVEMENT
PRACTICE
MANAGEMENT OF CONTINUAL
IMPROVEMENT INITIATIVES

TRANSFORM INPUT INTO

OUTPUT
CONTINUAL IMPROVEMENT VS GUIDING PRINCIPLES
Q &A
DISKUSI

Coba identifikasi layanan publik yang digunakan di daerah anda dan identifikasi area
yang bisa dilakukan perbaikan (continual improvement). Identifikasi proses yang bisa
diotomasi, proses yang bisa diperbaiki dan bagaimana anda mengetahui critical success
factor-nya dan cara monitoringnya.