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

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Management Review Service Reporting Continual Improvement

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 Clause 7.1
Support of the SMS
Resources

Human Technical

Resources

Information Financial

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 Clause 7.1
Support of the SMS
Resources

Finansial Infrastruktur Aplikasi Informasi Manusia

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 Resources harus Capable untuk:
Making Decision

Knowledge
Menjalani Tahapan Mencapai Tujuan

Process
Menjalankan Peran dan Fungsi (function)

Organization Structure
Planning-Building-Running-Monitoring

IT Management
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 ASSETS

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 Clause 7.2
Support of the SMS
Competence

Operation Technical Support DB Administrator Apps Developer Service Desk

Security Officer Project Manager Cloud Engineer API Integrator Incident Manager
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 Clause 7.2
Support of the SMS
Competence

Aplicable Training
Action
Mentoring
Reassignment
Hiring
Contract
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 Clause 7.3
Support of the SMS
Awareness

• Kesadaran terhadap Policy/Kebijakan Perusahaan terkait SMS

• Kesadaran terhadap Objectives/Sasaran Perusahaan terkait SMS
• Kesadaran akan implikasi jika tidak memenuhi requirement SMS

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 Clause 7.4
Support of the SMS
Communication

Topik / isu
yang perlu
komunikasi

Siapa yang
akan
bertanggung Kapan/
jawab atas
suatu
Momentum
komunikasi
Komunikasi

Bagaimana
Dengan siapa
cara
harus
komunikasi
berkomunikasi
yang efektif

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 Clause 7.5
Support of the SMS
Documented Information

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 Clause 7.5
Support of the SMS
Documented Information

Creating documented information Control of documented information

Identification / Description Format and Media • Harus terkendali supaya:
• Siap sedia ketika dibutuhkan
• Tetap terlindungi secara proper dari
Title Paper ancaman penyalahgunaan dan rusaknya
kerahasiaan/integritas.
Date Electronic
• Perlu melakukan pengendalian:
Author Software • distribusi, akses, pengambilan dan
penggunaan
Reference number Graphics
• penyimpanan dan perawatan
etc etc • Perubahan (documents version control)
“dengan tetap melakukan document review dan approval “ • Retensi dan disposisi

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 Clause 7.5
Support of the SMS
Documented Information

Scope of the SMS;

Policy and objectives for service management

Service management plan

Change management policy, information security policy and service continuity plan(s)

Processes of the organization’s SMS

Service requirements

Service catalogue(s)

Service level agreement(s) (SLA)

Contracts with external suppliers

Agreements with internal suppliers or customers acting as a supplier

Procedures that are required by this document

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Records required to demonstrate evidence of conformity
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 Clause 7.6
Support of the SMS
Knowledge

• Segala hal yang memberi

pencerahan, pemahaman,
insight, kemudahan dalam
Keputusan terkait Pelayanan.
• Dapat berupa catatan,
dokumen, buku, panduan,
pengalaman terdokumentasi,
dll.
• Knowledge dihasilkan oleh
setiap orang di Organisasi
selama SMS dijalankan.
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