Services?

Services are a means of delivering value

to the customer by facilitating the
outcomes customers want without the
ownership of specific costs and risks

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 Service Management?

A set of specialized organizational

capabilities for providing value to
customers in the form of services

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 Kebutuhan akan layanan (Services)
• Layanan selalu dibutuhkan jika seseorang/pihak tidak bisa
mengupayakan suatu upaya untuk mencapai objectives.
• Layanan akan selalu disediakan oleh pihak tertentu yang memiliki
keahlian dan kecakapan khusus.
• Keunikan suatu layanan yang memberi value besar bagi orang
lain, berpotensi naiknya demand
• Kesiapan pengelola layanan dalam memberikan pelayanan dapat
diindikasikan dengan kemampuannya memprediksi capacity dan
availability, menjaga configuration, mengelola changes, dan
mengendalikan incident and problem
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 IT Service Management
Challenges

Overwhelming Demand:
Unstructured capture of requests and ideas
No formal process for prioritization and
trade-offs
Reactive vs. proactive

Obstacles Prevent
Effective Engagement IT Seen as Black Box:
Business lacks visibility
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 IT Service Management
Challenges

No Single System of Record

for Decision Making

Relevant Metrics
Hard to Obtain

Disparate Systems Disparate Systems Costly to

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 IT Governance Landscape

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 The Multiple View of IT
Component of systems
Component
and processes

Asset
IT Organization
Internal unit/function
of the enterprise with
its own set of
capabilities and
Capabilities and resources resources
that provide a dependable
Streams of benefits
Service Type of shared service utillized
by business units
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 Services – IT as a Service
Business Service A
Business Business Business
Process 1 Process 2 Process 3

IT Service X IT Service Y

IT Assets & Resources

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 Service Provider – IT as an Organization
Company External
Service
Corporate Provider

3
Business Business Shared
Unit A Unit B Services Unit
2
Internal Service Internal Service
Provide A Provider B
1

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 Stage Model of Digital IT Governance

IT Service Management pada gilirannya telah digeneralisasikan sehingga

menjadi General Service Management dengan menerapkan prinsip lain
diluar IT. Dan pada
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setiap layanan saat ini mengandung komponen IT (IT as a Component).
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 Menghadapi dinamika dan perubahan
• Apakah pengelolaan layanan kita telah tersistem?
• Apa pentingnya kenapa harus tersistem?
• Siapakah yang menanggung akibat dari pelayanan yang tidak
tersistem?
• Bagaimana mensistemasikan pelayanan bila IT berperan penting
dalam kesuksesannya?

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 Pengelolaan Pelayanan Perlu Lebih Sistematis
• ISO/IEC 20000-1 menyediakan “requirement” bagi perencanaan,
desain, transisi, delivery dan improvement dari suatu pengelolaan
layanan yang tersistemasi atau kemudian disebut sebagai
Service Management System.

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 Service Management System (SMS)
Context of The Organization
Organization and its Context Interested Parties Scope of the SMS Establish the SMS

Leadership
Leadership & Commitment Policy Roles, Responsibilities and Authorities

Request
Planning
Risk and Opportunities Objectives Plan the SMS

Customer Services Delivery

Internal & External Support of The SMS
Resources Competence Awareness Communication Documented Information Knowledge

OPERATIONAL PLANNING & CONTROL Operation of the SMS SERVICE DESIGN, BUILD & TRANSITION

SERVICE PORTFOLIO RELATIONSHIP & AGREEMENT SUPPLY & DEMAND RESOLUTION & FULFILMENT SERVICE ASSURANCE

Performance Evaluation Improvement

Monitoring, Measurement, Analysis & Evaluation Internal Audit Nonconformity and Corrective Action
Continual Improvement
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Service Reporting

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 Operation of the SMS

RELATIONSHIP & AGREEMENT SERVICE DESIGN, BUILD & TRANSITION

OPERATIONAL PLANNING & CONTROL
Process Plan Implementation
Performance Criteria
Change Management
Control Business Relationship Management
Service Design and Transition
Service Level Management
Release and Deployment Management
Supplier Management

SERVICE PORTFOLIO SUPPLY & DEMAND RESOLUTION & FULFILMENT

Incident Management
Service Delivery Budgeting & Accounting for Services
Service Request Management
Plan the Services Demand Management
Control of Parties involved in the Service Lifecycle Problem Management
Capacity Management
Service Catalogue Management

Asset Management

Configuration Management SERVICE ASSURANCE

Service Availability Management

Service Continuity Management

Information Security Management

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 ISO/IEC 20000-1

2011 version 2018 version

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 PDCA Cycle

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 Service Management System (SMS)
Context of The Organization
Organization and its Context Interested Parties Scope of the SMS Establish the SMS

Plan
Leadership
Leadership & Commitment
Perencanaan
Policy Roles, Responsibilities and Authorities

Planning
Risk and Opportunities Objectives Plan the SMS

Support of The SMS

Resources Competence Awareness Do Communication Documented Information Knowledge

Pelaksanaan
OPERATIONAL PLANNING & CONTROL Operation of the SMS SERVICE DESIGN, BUILD & TRANSITION

SERVICE PORTFOLIO RELATIONSHIP & AGREEMENT SUPPLY & DEMAND RESOLUTION & FULFILMENT SERVICE ASSURANCE

Check
Performance Evaluation
Monitoring, Measurement, Analysis & Evaluation Internal Audit
Act
Improvement
Nonconformity and Corrective Action

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 ISO/IEC 20000-1
Service Management System Requirement

• Dokumen ini merupakan Standar

Internasional yang men-spesifik-kan
kebutuhan terhadap pembentukan
(establishing), penerapan (implementing),
perawatan (maintaining) dan perbaikan
berkelanjutan (continual improving) suatu
Sistem Pengelolaan Layanan atau dikenal
sebagai Service Management System sesuai
dengan konteks pelayanan di dalam
organisasi.

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 What’s the need for ISO?
• Provider dapat mengukur Pelayanannya reliable atau tidak, measurable atau tidak.
Benchmark Services • Provider dapat meningkatkan Level kepercayaan Customer bahwa pelayanan berkualitas

Monitoring and Continual • Secara tersistem akan termonitor dan mengalami peningkatan berkelanjutan
Improvement
Delivery of Services to meet • ISO akan membantu Provider untuk menemukan kebutuhan utama dari suatu effort
Business Need pelayanan

• Provider akan memiliki pendekatan yang professional

Professional Approach • Provider akan sangat terbantu dengan adanya framework ITSM dari ISO20000

Seamless Delivery of Services • Pelayanan akan lebih mulus dilakukan, meskipun tidak selalu terwujud secara cepat

Establish Standard • Provider akan menduduki level standar dan mudah dilakukan audit

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 Align with Annex SL

ISO ISO ISO ISO Other

9001 27001 20000 14001 ISO
ANNEX SL

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 Aligned with Annex SL

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 Welcome “Newer” Frameworks
• ISO/IEC 20000-1 mendukung penuh pemanfaatan metodologi terbaru
• ISO/IEC 20000-1 tidak menentukan bagaimana Anda harus menerapkan
proses, melainkan hanya menyatakan apa yang harus dipatuhi terhadap
proses-proses pengelolaan pelayanan

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 Seri Dokumen ISO/IEC 20000
ISO/IEC 20000 bukan sekedar satu buah ISO/IEC 20000-1 SMS Requirements
dokumen saja. ISO memutuskan untuk
memisahkan beberapa dokumen yang
terintegrasi sebagai bagian dari seri 20000 ISO/IEC 20000-2 Further Guidance

dengan memberikan penomoran pada

dokumen tersebut, dengan standar ISO/IEC 20000-3 How to define Scope
utamanya adalah 20000-1.
Part 4, 7, 8, 9, dan 12 dilakukan

ISO/IEC 20000
ISO/IEC 20000-5 Business Case and Templates
pembatalan pengembangan, penarikan
dan penomoran ulang.
ISO/IEC 20000-10 Introduction to the series

Guidance on the relationship between ISO/IEC 20000-1 and

ISO/IEC TS 20000-11:2021
service management frameworks: ITIL®

Guidance on the relationship between ISO/IEC 20000-1:2018 and service

ISO/IEC TR 20000-13
management frameworks: COBIT (Draft)

ISO/IEC TS 20000-14 Guidance on the application of Service Integration and Management

ISO/IEC TS 20000-15 Guidance on the application of Agile and DevOps principles

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Inixindo Jogja
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 General Consideration – 9 Step Program

Determine the Create a Evaluation &

Education Org Context Baseline Implementation Improvement

Management Communicate!!! Gaps, Risk and Operation

Support Opportunity

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