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Pertemuan 4 PengSI - Manajemen Layanan TI

This document discusses IT service management frameworks. It introduces ITIL (Information Technology Infrastructure Library), which was developed by the British government in the 1980s to focus on continuously improving IT services. ITIL uses a PDCA (Plan-Do-Check-Act) model for continuous improvement. The document also outlines some key ITIL service support and delivery processes and how standards like COBIT, ISO 9000, Six Sigma, CMMI and Baldrige relate to ITIL.

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Farissa Riski Romadona
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49 views8 pages

Pertemuan 4 PengSI - Manajemen Layanan TI

This document discusses IT service management frameworks. It introduces ITIL (Information Technology Infrastructure Library), which was developed by the British government in the 1980s to focus on continuously improving IT services. ITIL uses a PDCA (Plan-Do-Check-Act) model for continuous improvement. The document also outlines some key ITIL service support and delivery processes and how standards like COBIT, ISO 9000, Six Sigma, CMMI and Baldrige relate to ITIL.

Uploaded by

Farissa Riski Romadona
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPTX, PDF, TXT or read online on Scribd
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Manajemen Layanan

Teknologi Informasi
Pertemuan 4
Pengelolaan Sistem Informasi
Kerangka Kerja Layanan TI
IT Infrastucture Library – ITIL
Developed by British government in 1980’s
Focus on continuously improvement
Continuous Improvement Model

P D
A C Plan
Do
Check
Act
The ITIL Publications Framework

Planning to Implement Service Management

The Technology
IT Service Management
The Business

ICT
The Infrastructure
Service Management
Business Support
Perspective (Information &
Service Communication
Delivery Technology)

Security
Management
Applications Management

Source: OGC
Service Support Processes
Customers & Users
-RFCs from IT staff, New releases
users, customers

Release
Management
Service Desk RFC
(Function) Change
Automated Management
Tools RFC
Incidents Problem
Incidents Management
Incident
Management

Configuration
Management CMDB

-Incidents -Problems -Releases


-Known Errors -Changes

Source: W. Cook
Used with Permission
Service Delivery Processes
Customers & Users
-Communication
-Inquiries
-Reports and updates

-SLAs, OLAs, SLRs, UCs


-Security plans Information Service Level
Management -Service catalog
-Intrusion prevention Security
-Requirements, targets, achievements
-Security event logging Management

Availability Capacity IT Service


IT Financial Continuity
Management Management Management Management

Alerts, Exceptions & Changes


System Management Tools
IT Infrastructure
Source: W. Cook
Used with permission.
Relating IT Management Standards and
Frameworks CobiT – provides tools to
assess and measure the IT
Baldrige Award – assessment processes in a business
of seven aspects of process
implementation and results
ITIL – a framework of best
practice guidance for IT
Service Management

ISO 9000 – requirements on


the design of processes
involved in design and delivery
CMMI – consists of best
practices that address product
development and maintenance
Six Sigma – uses root cause
analysis to identify process
improvements
IT Governance and Context of ITIL

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