IT Service Management Fundamentals

Kegagalan mengelola layanan teknologi informasi (TI) menyebabkan inefisiensi operasional, penurunan kualitas layanan, kepuasan pengguna yang rendah dan keberlangsungan bisnis terhambat (Axelos, 2022) (Kaiser, 2023). Pengelolaan layanan TI tidak dapat dilakukan secara ad hoc. Pengelolaannya memerlukan kerangka kerja terstruktur yang memastikan value creation, pengendalian risiko, dan perbaikan berkelanjutan.

Course ini dirancang sebagai program pembekalan peserta untuk memahami framework pengelolaan layanan TI yang menekankan value co-creation dan continual improvement. Pembelajaran mencakup Key Concepts of Service Management, Four Dimensions of Service Management, dan Service Value System (SVS). SVS sendiri meliputi guiding principles, governance, service value chain, practices, dan continual improvement (Axelos, 2019). Model pembelajaran mengombinasikan pembahasan terstruktur dengan studi kasus yang sesuai, sehingga peserta diharapkan dapat memahami penerapan IT Service Management secara end-to-end.

OBJECTIVES

1. Memahami konsep ITSM
2. Memahami konsep dari manajemen layanan
3. Memahami 4 dimensi dari services management
4. Memahami manajemen praktis dalam manajemen layanan

AUDIENCE

1. Service Manager
2. IT Manager
3. Project Manager

CONTENT

1. Introduction

1.1 IT Service Management in the Modern World
1.2 About ITSM
1.3 The Structure and Benefits of the ITSM Framework

2. Key Concepts of Service Management

2.1 Concept of Service Management
2.2 Introduction to ITIL
2.3 Value and Value Co-Creation
2.4 Organizations, Service Providers, Service Consumers, and Other Stakeholders
2.5 Product and Services
2.6 Service Relationships
2.7 Value: Outcomes, Costs, and Risks

3. The Four Dimension of Service Management

3.1 Organizations and People
3.2 Information and Technology
3.3 Partners and Suppliers
3.4 Value Streams and Processes
3.5 External Factors

4. The ITSM Service Value System

4.1 Service Value Systems Overview
4.2 Opportunity, Demand, and Value
4.3 The ITSM Guiding Principles
4.4 Governance
4.5 Service Value Chain
4.6 Continual Improvement

5. ITSM Management Practices

5.1 General Management Places
5.2 Service Management Practice
5.3 Technical Management Practices
5.4 Software Development and Management