IT Infrastructure Library (ITIL) (bagian 3)

Menyambung artikel sebelumnya, berkaitan dengan Service Strategy, terdapat 2 istilah penting yang perlu dipahami dimasing-masing siklus yakni processess dan activitiesJadi ditiap-tiap fase terdapat 2 istilah tersebut. Adapun pada fase Service Strategy akan dijabarkan apa saja yang merupakan processess dan activities:

4 Aktifitas utama dari Service Strategy adalah:

  1. Define Market
  2. Define Offerings
  3. Develop Strategic Asset
  4. Prepare for Execution

Main Activities of SS

Gambar 1. 4 Main Activities of Service Strategy

 

 

Adapun processessnya (objective, basic concept, and role) adalah

1. Service Portfolio Management (proses yang bertanggung jawab mengatur layanan).

  • —A Service Portfolio describes provider’s services in terms of business value
  • —Includes the complete set of services managed by a Service Provider
  • —These portfolios are used to articulates business needs and the provider’s response to those needs
  • —Service Portfolio Management is the process responsible for managing the Service Portfolio

2. Demand management

  • —Demand Management is a critical aspect of service management
  • —Excess capacity generates cost without creating value
  • —Insufficient capacity has impact on the quality of services delivered and limits the growth of the service
  • —Poorly managed demand is a risk for service provider because of the uncertainty in demand

3. Financial Management of IT Service.

  • —Provides the business and IT with the quantification, in financial terms, of the value of IT services, the value of the assets underlying the provisioning of those services, and the qualification of operational forecasting

Tujuan Financial Management:

—Provides Business and IT with the quantification in financial term of:
  • —Value of IT services
  • —Value of the underlying asset that provide the service
  • —Qualification of operational forecasting

Work together with Business and IT to:

  • —Identify and Document costs and benefits
  • —Agree the value of services being received
  • —Enable demand modeling and management

SS Framework

Gambar 2. Service Strategy Framework

  • —Bagi organisasi TI yang baru akan mengimplementasikan ITIL, Service Strategy digunakan sebagai panduan untuk menentukan tujuan/sasaran serta ekspektasi nilai kinerja dalam mengelola layanan TI serta untuk mengidentifikasi, memilih serta memprioritaskan berbagai rencana perbaikan operasional maupun organisasional di dalam organisasi TI.
  • —Bagi organisasi TI yang saat ini telah mengimplementasikan ITIL, Service Strategy digunakan sebagai panduan untuk melakukan review strategis bagi semua proses dan perangkat (roles, responsibilities, teknologi pendukung, dll) ITSM di organisasinya, serta untuk meningkatkan kapabilitas dari semua proses serta perangkat ITSM tersebut.

Tujuan SS

 

Gambar 3. Tujuan Utama SS

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