bardan santani/12114032/2ka13
Journal
Analysis
ABSTRACT
Companies today have made some progress with the use of
Information Technology (IT). Application of IT has helped in various sectors
such as finance, human resources, sales and procurement. This of course makes
the existing business must compete to deliver more value in their products.
Customers today are becoming more observant with the help of IT to select a
product. Therefore, new methods are needed that can be used so that existing
customers remain loyal or to grow with the company. Quality of care is an
important part of a company or organization. Therefore, ITSM (IT Service
Management), which refers to the implementation and management of quality
information technology services performed by providers of IT through the
process, human resources, and IT. ITSM close relation to ITIL (IT Information
Library) is a framework developed ITSM British rule. One effective solution is
to increase the quality of service (service) to their customers. Some
references indicate that the implementation of the Service desk is a good
starting point for IT organizations that want to implement ITSM. And IBM as one
of the established company is now focusing its resources on areas of service in
order to retain their customers. With the method of the ITIL framework, IBM
successfully implement and improve their ability to provide the best services
to customers.
Journal
Analysis
IT
Service Management (ITSM)
The reason the application of service management according
to ITIL is to drive organizational IT service provider, which is "to
achieve efficiency and effectiveness of IT while improving quality of service
to the business in accordance charges provided". Rob Addy stressed that
the management of a service should focus on three questions, namely, what we
need to do now, what we need to do when something goes wrong, and how to make
things run smoothly to the next. That question requires an answer that involves
people, processes, and assets in a continuous loop cycle in order to the repair
or adjustment to changes.
IT
Infrastructure Library (ITIL)
ITIL was developed by the Office of Government Commerce
(OGC) suata bodies under the British government, in collaboration with The IT
Service Management Forum (itSMF) and British Standard Institute (BSI). ITIL is
a framework of IT service management (IT Service Management - ITSM) which has
been adopted as an industry standard software development industry in the
world.
ITSM focuses on three (3) main objectives, namely:
1. Aligning IT services with current and future needs of the
business and its customers.
2. Improve the quality of IT services.
3. Reducing the long-term costs of management of these
services.
ITIL standard focuses on customer service, and did not
include the alignment of the company's strategy to IT strategy is developed.
IT
Infrastructure Library (ITIL) is the documentation of best practice ITSM
comprehensive and consistent. ITIL is a very broad framework that describes the
overall ITSM in several modules. behind the development of ITIL is the recognition
that organizations in general, and service providers in particular, relies
heavily on IT to meet organizational goals and business needs of their
customer. The dependence of growth led to an increase in demand / need for
high-quality IT service.
Advantages
& weaknesses ITIL or other ITSM:
ITIL
(Information Techonology Infrastructure Library) is one of the frameworks or
framework in the implementation of ITSM (Information Technology Service
Management). ITIL provides services for managing IT services. In the
implementation of the enterprise ITSM, ITIL has several benefits or advantages,
namely:
1. ITIL services that have been proven and used globally
ITIL provides general concepts and terms in a series of
integrated best practices are evolving to meet the needs of the market in its
cycle in a sustainable manner. Organizations around the world have shown that
they can beradptasi ITIL and adjust according to their business needs.
2. Improved customer satisfaction and relationships with
companies
ITIL is designed to help everyone to focus their attention
on the needs of the customer and user experience rather than overly focusing on
technology issues.
3. The quality of service is better
By adopting the concept has been proven, service providers
can easily deliver services konsesten premises agreed service levels, efficient
and effective. Support team can provide services quickly, reducing downtime and
disruption.
4. Optimizing the service delivery across the supply chain
ITIL offers significant opportunities for simplification and
stadarisasi across trading partners. ITIL provides a process and models to help
service providers to work with their business, customers, users and suppliers
to make business decisions about investment opportunities, optimizing aged,
risk management, and priorities for improvement. The benefits of implementing
best practices of ITIL are:
- Reduced support costs by 30%
- Improve incident response quickly by 20%
- Increasing the value of the portfolio of services with
reduced cost and risk.
- Competitive advantage through value creation and agile
change
5. By adopting ITIL service lifecycle, organization or
company can focus on delivering value to customers can quickly adapt to the
changing business and IT.
Benefits include:
- Reduction of cycle time for a project with a change of 30%
to 50%
- Increased level of success on changes
- Reducing the risk of unexpected changes
6. Productivity is better for the company
7. Increased quality control
8. The use of the skills and experience of employees with
more leverage
9. The use of industry standards for the provision of high
quality IT services in accordance with implentasi a small company or a
large-scale
Apart from the benefits of implementing ITSM using ITIL
concept or framework, ITIL has some disadvantages, namely:
1. The concept of ITIL is comprehensive in nature and use of
the LUs can cause considerable cost.
2. Version 3 of ITIL covers the entire lifecycle so it is
not easy to understand, with version 2 of ITIL focused on the production and
support for the process simpler and thus easier to understand.
3. ITIL books are too expensive and not affordable for
non-commercial users.
4. Implementation and credentialing of ITIL requires special
training
5. ITIL criticism of some ICT professionals regarding the
nature of the subjective and the emotional degradation associated with changes
in work practice
6. ITIL is holistic which covers all framework for IT
governance
7. ITIL certification fee is too high (Zahid, 2009)
ITSM affects every part of an organization, and is required
to support the business objectives, and has similarities with the programs that
are already very global ERP both of which require the integration and
consistency within an organization or company.
Here are the components that are affected by the ITSM.
1. The process, implement the policy by integrating
information, technology and human resources with automated processes.
2. Information, become more standard, distributed and easily
accessible.
3. Technology, to integrate and automate tasks and processes
that exist.
4. Human resources (people), define roles and responsibilities
clearly to make a decision.
IBM
and ITIL
IBM (International Business Machines Corporation) is a multinational
company from America, which is engaged in the field of technology and
consulting. Seeing the importance of the development and management of
information technology services, the IBM launched a range of solutions that can
help companies manage service management. IBM Global Services to apply a
combination of capabilities, assets, and methods to help ensure we successfully
use the capabilities and implementing ITIL best practices in service management
program (IBM, 2004).
According to the global IBM service ITSM affects every part
of an organization, and is required to support the business objectives, and has
similarities with the programs that are already very global ERP both of which
require the integration and consistency within an organization or company. Here
are the components that are affected by the ITSM.
1. The process, implement the policy by integrating
information, technology and human resources with automated processes.
2. Information, become more standard, distributed and easily
accessible.
3. Technology, to integrate and automate tasks and processes
that exist.
4. Human resources (people), define roles and responsibilities
clearly to make a decision.
According
to the ITIL Service Desk
Service Desk It is a function of the IT organization, it
could be a subdepartemen or subsections, which became the site of contact or
interaction between the user and the IT customer (hereinafter referred to as
the business). The main task of the Service Desk at the strategic level of the
organization is to improve the quality of IT services and act as a
representative or spokesman of IT to the business. While on an operational
level, Service Desk serves as Single Point of Contact to provide guidance,
advice, and service recovery, if there is disruption to business.
CONCLUSION
Based on the above discussion, we can
conclude several things:
- ITSM can help in improving the quality of service in the
company by enhancing integration with IT
- ITSM is a solution for companies that have been able to
provide a good product but want to increase the resale value to the customer or
the customer.
- ITSM provides an opportunity for companies to be able to
anticipate the needs of customers and presents the best service for our
customers.
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