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ITIL Presentation

ITIL (IT Infrastructure Library) is a framework for managing IT services that focuses on aligning IT services with business needs. It consists of five stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. The framework provides best practices for IT service management that are intended to help organizations improve efficiency and customer satisfaction. Some key activities within the stages include service portfolio management, service level management, change management, incident management, and problem management. The goal of ITIL is to help organizations deliver high-quality IT services through standardized processes and collaboration between IT and business.

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Roger Alexander
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113 views29 pages

ITIL Presentation

ITIL (IT Infrastructure Library) is a framework for managing IT services that focuses on aligning IT services with business needs. It consists of five stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. The framework provides best practices for IT service management that are intended to help organizations improve efficiency and customer satisfaction. Some key activities within the stages include service portfolio management, service level management, change management, incident management, and problem management. The goal of ITIL is to help organizations deliver high-quality IT services through standardized processes and collaboration between IT and business.

Uploaded by

Roger Alexander
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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IT Infrastructure Library Fundamental

For IT Service Management

http://www.free-powerpoint-templates-design.com
Section Break
Insert the Sub Title of Your Presentation
01 Service

02 ITIL Lifecycle

Agenda
Style
Our Team Style

Roger Alexsander
Siburian

[email protected]

linkedin.com/in/roger
-alexander-career

zimatupang
What is …
Service
DELIVERING VALUE

IT Service Management
EFFECTIVE and EFFICIENT process of delivering IT
Service
Service – 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


Service Provider
3

Corporate

2 External
Service
IT Service X IT Service X IT Service Y Provider

1
IT Service X IT Service X
What is ITIL?

IT Infrastructure Library
‘Best Practice’ Framework for IT Service
Management

It is GUIDENCE, not STANDARD!


Why ITIL?

Meningkatnya Meningkatnya Meningkatnya Ekspetasi Visibilitas yang Lebih


Ketergantungan pada Kompleksitas Layanan TI Customer Tinggi dari IT Failure
Layanan TI
Evolusi ITIL
Service
Lifecycle (2007)
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service
Improvement

Version 1 – Version 2 – Version 3 –


Individual Books Integrated Service Lifecycle
Process
Frameworkj
ITIL Lifecycle
Service Strategy

Membuat Strategi –
mencakup VISI, Kebijakan,
Standard dll

Mendefinisikan Market
untuk layanan baru, dan
Memahami bagaimana
Layanan Baru ini
menciptakan Nilai bagi
Customer
Service Strategy Activities

Service Financial
Demand
Portfolio Management
Management
Management
Service Service Portfolio Service Pipeline

Portfolio • Requirements
• Description
• Value proposition
• Business cases
• Priorities
• Risks Service
• Offerings and Catalogue
packages
• Cost and pricing

Retired Service
Demand Management
Reduce Risk
Terhadap ketidak-tersediaan

Manage cost & create value Balance


Dengan mengurangi kapasitas Supply dan demand
yang berlebih
Financial Management
Menghitung
Nilai Layanan TI
Finansial

Nilai Aset yang Memberikan Nilai forecasting Operasional


Layanan
Service Design
Rencana untuk Membuat
dan Memodifikasi Proses
Layanan dan
Manajemennya
Service Design Activities

Service Information IT Service


Service Level Availability Supplier Capacity
Catalogue Security Continuity
Management Management Management Management
Management Management Management
Service Design Activities
Service Level Management Service Catalogue Management Supplier Management

SLA Katalog Layanan Hubungan denga Supplier

OLA Mencakup Informasi Berhubungan dengan SLA


Service Design Activities
Information Security IT Service Continuity
Availability Management Capacity Management
Management Management

Keamanan Kapasitas Layanan Keberlangsungan


Ketersediaan Layanan
Ex : Data Pengguna Ex : Server, Data Ex : Disaster Recovery
Service Transition
Mengelola Transisi dari
Layanan Baru atau yang
Berubah atau Proses
Manajemennya kedalam
tahap Produksi
Service Transition Activities

Service
Transition Evaluation of Release & Service
Change Assets & Knowledge
Planning & a Change of Deployment Validation &
Management Configuration Management
Support Service Management Testing
Management
Service Transition Activities
Service Assets & Configuration Release & Deployment
Change Management
Management Management

Memastikan Perubahan Sesuai dengan


Rencana Pengelolaan Aset yang digunakan dalam
Perilisan dan Penyebaran
Perubahan
Pengajuan jika ada yang Tidak Sesuai
Service Operation

Day-to-Day Operation
Layanan atau
Manajemennya
Service Operation Activities

Incident Event Request Problem Access


Management Management Fulfillment Management Management
Service Operation Activities
Incident Management Event Management Problem Management

Pencatatan Setiap
Penanganan Insiden Penanganan Masalah
Aktivitas
Service Operation Activities
Request Fulfillment Access Management

Penanganan Permintaan Penanganan Hak Akses


Continual Service Improvement
Implement Define what
corrective Identify you should
action measure

Present & Define what


use the you can
information measure

Analyze the Process the Gather the


data data data
When you Serve with Customer-Oriented,
they will always come to you. Not because
your product, but because they want.
They just want.
Roger

Thank You
I’m Happy to Receive any Question

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