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ITIL Service Design Overview

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Service Design in General

Service Design in ITIL is to design IT services, together with the governing IT Practices, processes, and policies to realize the service provider’s strategy and to facilitate the introduction of these services into supported environments, ensuring quality service delivery, customer satisfaction, and cost-effective service provision (ITIL Service Design book page 4)

Translate: Service Design ini ditujukan kepada Service Provider untuk memudahkan (service) strategy yang sudah dibuat agar dapat diaplikasikan kelingkungan yang sedang berjalan

Dibawah ini komparasi dari ITIL Service Lifecycle-nya dengan Cisco PPDIOO-nya

Cisco PPDIOO and ITIL

So…tujuan dari service design adalah:

  • Reduce TCO (total cost ownership) – well, klo bisa ini network dihandle orang lain (dan murah), kenapa mesti kita yang handle…
  • Quality of Service Improvement – berdasarkan trend sekarang, (contoh) customer pake jasa ISP lebih kearah gaming (strategy, demand management)…oleh karena itu mari kita rancang suatu produk/service untuk meningkatkan kenyamanan user dalam bermain
  • Consistency, whether new or ongoing service – self explanatory
  • Streamlined IT Process – ketika kita memasuki tahap design sebuah service…yang ditekankan memang processnya (how to-nya sedetail mungkin)
  • Improvement in IT Governance – design yang baik akan menghasilkan prosedur IT service yang ga bertele2, trouble ticket ga harus melewati 4-5 orang lagi…cukup maximal 2 step (contohnya)…trouble ticket langsung dikerjakan
  • Efficient Decision Making in ITSM – well, klo IT Governance bagus ya ITSM nya juga ikut kebawa bagus harusnya

Service Design in ITSM affect these guys:

  • People – of course, lol
  • Products – in ITIL this is called Service (mau bikin service apa?)
  • Processes – how this service works, in ITIL this is called SDP (Service Design Package)
  • Partners – siapa yang bantu kita untuk service ini jalan, the supplier of service

Dalam service design kita kenal namanya SDP alias define the process to make sure the strategy works, there’s 4 things for making SDP

  • Requirement – apa aja yang dibutuhkan untuk bikin design ini jadi nyata
  • Organizational Readiness Assessment – make sure we ready to deliver this service if it comes out
  • Service Lifecycle Plan – klo mau update gimana prosesnya…klo mau upgrade gimana planningnya…
  • And 5 aspect of Service Design – to make sure you make the right service

Which are…

  1. Service Solutions – lu mau bikin product/service apa? Hahaha…biasanya dilihat dari Service Portfolio di Service Strategy (service apa yang sudah ada, service apa yang belum ada, atau service apa yang harus di enhance)
  2. MIS (management information system) – gimana cara lu manage ini service solution? Termasuk service lifecycle-nya
  3. Technology Architecture – pake technology apa untuk service ini jalan? Dot1x? PKI/CA? atau Cuma pake port-security (missal klo lo jualan network security services)
  4. Process – ya pasti, make sure we have the capabilities to perform the process (lu jualan Cisco ISE yang support Radius CoA tapi switch lu cuma support dot1x-nya aja (ipbase IOS), kan kaga lucu)
  5. Measurement and Metric – well, to make sure we “hit” the target (read: agreed standard between you and customer), tentu harus ada pengukurnya…contohnya pake NetFlow (bener ga http trafficnya ke reduce pake QoS, contoh)

Ketika hal2 tersebut diatas sudah ada atau lengkap, sekarang saatnya “merancang” (design) service dari planning (strategy) yang sudah disepakati

And remember one of affected things in service design is Partner or Supplier, we need to manage those guys to in order our design plan looking good…in common words…Supplier Management

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Supplier Management

Supplier Management in ITIL is to ensure that suppliers and the services they provide are managed to support IT service targets and business expectations. Also, it obtains value for money from suppliers and contracts, while ensuring contracts with suppliers are aligned to business needs (ITIL Service Design book page 207)

Translate: memastikan bahwa partner (supplier) dan service yang mereka provide bisa dimanage demi kepentingan bisnis

What is supplier? Supplier in ITIL is 3rd party partner to help Us to deliver services…kek Cisco yang provide alat2 dan jasa untuk mengembangan Collaboration technology untuk perusahaan kita (Voice and Video over IP)

Management supplier ini juga mengatur bagaimana pengaturan tentang contract2 bisnis dengan supplier, sesuai ga harga dengan service yang mereka tawarkan

Contoh, Kita mau bikin service VoIP didalam perusahaan kita, kita minta bantuan supplier untuk pengadaan barang dan jasa…check if the price is right, check if the service offered by them is correct, and check if aligned with business needs (biasanya kan di Indonesia ga terlalu butuh2 banget Telepresence/Video Conference…tapi tetep aja disodorin ama mereka…dengan iming2 ini itu dan janji2 surga lainnya hahaha)

Supplier management ini harus ada MIS nya…yaitu SCMIS (Supplier and Contract Management Information System), yaitu management kontrak kerja dengan vendor

SCMIS ini nanti ada kaitannya ke SKMS (Service Knowledge Management System) di Service Transition phase, SKMS ini berkisar tentang configuration database dan teman2nya (we’ll talk later)

Biasanya klo uda ngomongin tentang supplier…berarti kita ngomongin kontrak kerja dengan mereka…apa aja sih yang penting untuk dibicarakan dalam hal kontrak ini?

  • Basic term and condition – biasalah…siapa yang handle kerjaannya dan berapa lama kontrak ini berlaku
  • Description and Scope – service apa yang ditawarkan kepada kita
  • Standards – kesepakatan dengan partner, contoh: vendor akan ngasi ip phone, ngerjain implementasinya, sama maintenance-nya…singkat kata…SLA (service level agreement)
  • Workload Range – simplenya…which service for which price
  • Management Information – data2 apa aja yang mereka kirim ke kita agar kita tahu service yang ditawarkan berjalan lancer, biasanya ini KPI (key performance indicator) atau CSF (critical success factor)
  • Responsibilities and Dependencies – taro orang dikantor (outsource), role-nya apa alias ngapain disana/kerjanya apa, trus sampe jam berapa

Nah, kita perlu tahu bahwa untuk 3rd party ini alias supplier harus kita kategorisasikan berdasarkan Value-and-Importance atau berdasarkan Risk-and-Impact

  • Strategic Supplier – critical, klo ga ada dia, service kita ga jalan (Cisco dengan IP Phone-nya, ga ada mereka…kita ga bisa nyediain service VoIP ke user…klo pengennya Cisco-atau kasarnya-Board of Director kita udah “kepegang” ama Cisco lol)
  • Tactical Supplier – Important, partner-nya Cisco yang kerja sama sama kita (Vendor/IT Solutions Company), klo ga ada ya bisa diganti vendor lain yang support Cisco juga
  • Operational Supplier – Common, contohnya supplier untuk software license, maintenance, dll
  • Commodity – not important, klo ga ada mereka…kita bisa handle sendiri, contoh kek install ulang…ga perlu pakek vendor lah beginian doang

Bisa ga 1 SI (sistem integrator) masuk ke semua tipe? Bisa…

Untuk menentukan supplier2 ini tentu kita harus mendefine new supplier (kita butuh service apa, vendor apa aja yang siap memenuhi kebutuhan kita), trus kita evaluasi itu supplier (contoh: track record dan service portfolio yang mereka tawarkan), setelah itu baru kita kategorisasikan itu supplier2…mana vendor yang penting ama yang engga, dan jangan lupa Supplier Contract Management juga harus dihandle (biasanya annual/per tahun), terakhir baru kita putusnya untuk renewal atau termination

Hal2 diatas itu penting untuk menentukan Service Level Management yang kita tawarkan ke customer/user

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Service Level Management

Service Level Management in ITIL is to ensure that all current and planned IT Services are delivered to agreed achievable targets. This accomplished with a constant cycle of negotiating, agreeing, monitoring, and reviewing IT Service targets and achievements (ITIL Service Design book page 106)

Translate: Service level management itu berbicara tentang bagaimana memastikan bahwa service2 IT yang sedang berjalan (dan lagi dibahas/dirancang) itu sesuai dengan target yang kita mau

Caranya? Dengan selalu memonitor dan me-review target2 yang ingin dicapai oleh IT Service

Dengan begitu kita bisa merancang SIP (Service Improvement Plan), yaitu rencana FORMAL (ga cuma ngemeng doang, ada hitam diatas putih dan tgl berapa dilaksanakan) untuk membantu meningkatkan proses/kualitas service yang dikarenakan SLA yang tidak tercapai, weak system testing, tidak adanya training yang memadai, ataupun gara2 komplain dari customer/user…kadang SIP ini muncul klo suatu service gone wrong (bermasalah)

Kek kita butuh peningkatan bandwidth dari 512 kbps ke 1mbps misalnya, karena ada request untuk meningkatkan kualitas pelayanan IT ke customer yang kerjanya memang diarea video conferencing (contoh)

Requirement2 yang dibutuhkan berdasarkan objective bisnis dari customer inilah yang disebut SLR (Service Level Requirement)

SLR ini dipergunakan guna meningkatkan kualitas SLA dalam SIP, apa aja sih yang kita perlu tahu dalam SLA

  • Introduction – Service apa yang pengen di improve
  • Description – self explanatory
  • Mutual Responsibilities – gw sediain bandwidth, tapi modem lu yang pasang sendiri
  • Scope – improvement service…1 mbps yaks…dan ga ngebahas soal service software yaks…(pastikan nyambung dengan SIP)
  • Service Hours – self explanatory
  • Availability – siapa aja yang dapet ini service improvement
  • Customer Support Informationhow we contact the one who responsible for this improvement (pake trouble ticket dulu apa langsung aja)
  • Contacts and Escalation Policy – this is the one who responsible, nomor kontak orang nya…trus klo improvement ini bermasalah atau perlu diupgrade lagi, gw harus ngapain
  • Security – pastikan yang dapet service improvement ini datanya terjaga (well, ga Cuma ini aja sih…banyak contoh2 yg lain)
  • Cost and Charging Method – perlu ga kita kasi charge untuk service improvement ini, 512 kbps is free…tapi klo 1mbps, bayar

SLA ini pun dibagi menjadi 3 type…berdasarkan service catalog yang kita punya

  • Service-based SLA – 1 service for 1 thing only (service naikin bandwidth…ya bandwidth aja)
  • Customer-based SLA – multi service to 1 customer (naekin bandwidth, free modem, setting QoS gratis)
  • Multi-level SLA (ada 3 lagi)
    • Corporate level – general service issue, jam berapa karyawan ga bisa pake VoIP atau security policy in general
    • Customer level – (klo di HQ dapet SLA yang berbeda dari pada di branch, apalagi yang remote user…kek di amerika service ditawarkan dengan bahasa inggris, di Indonesia pake bahasa)
    • Service level – terdiri dari berbagai macam service ke multi customer

Supaya SLA ini bisa tercapai, maka kita harus memastikan team IT Support dan Supplier saling melengkapi agar SLA yang ada terpenuhi sesuai dengan target yang diminta customer (OLA – Organizational Level Agreement)

Nah, SLA yang kita tawarkan ke cutomer ini juga harus dimonitor, di ITIL namanya SLAM Chart (Service Level Agreement Monitor)

Contoh dari aplikasi yang kita bisa refer ke SLAM chart itu kek Solarwind network management tools atau software the DUDE (yg pake mikrotik pasti tau)…klo link-nya merah…tandanya bandwidth kepake banyak (full), kuning tandanya aga lumayan, klo ijo berarti sehat itu link

Nah, report dari monitoring itu bisa dipergunakan untuk improve service yang kita tawarkan, biasanya report ini dikasi ke level managemen per-annum (annual alias per-tahun, tergantung policy perusahaan)

Hasil2 result dari SLAM ini bisa membantu kita dalam management service catalogue (database service yang kita punya)….in ITIL called Service Catalogue Management

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Service Catalogue Management

Apa yang terpikir ama lu dari gambar diatas? List dari produk minuman yang ditawarkan kan??

Di ITIL ini namanya Service Catalogue…list/database dari service2 apa aja yang kita tawarkan ke konsumen

Service Catalogue: “to provide and maintain a single source of consistent information on all operational services and those being prepared to be run operationally. To ensure that it is widely available to those who authorized to view it” (ITIL Service Design book page 97)

Translate: database dari service2 yang OPERASIONAL alias live IT Services (yang belum atau retired service, ga masuk) dalam 1 source…entah dalam bentuk file excel, sql, atau yang lain. Plus, ini database hanya available dan harus available ke orang yang terotorisasi

Service catalogue inilah yang akan ditampilkan ke konsumen (costumer facing), beda ama service portfolio (kita punya service apa aja…dari yang existing, retired, ataupun future service project)

Service2 yang termasuk dalam catalog harus mempunyai komponen2 berikut

  • Deliverables – pastilah…lu jualan servis tapi ga bisa ngasih servis itu, ga lucu kan…
  • Prices – biasanya ada price nya (walaupun kadang ditulis, negotiable, market price, atau by request…hahha)
  • Contacts – ini juga ga perlu dijelasin, lu mau servis ini harus ngomong ama siapa…ngomong ama hantu? Lu kira pesugihan?!?!
  • How to Order and request – self-explanatory

Karena service kita ada value dimata konsumen, berarti kita juga harus memaintain asset (remember, asset = anything that has a value)…di ITIL disebut Service Asset (dibahasnya di Service Operation)

In official…customer facing catalog biasa disebut Business Service Catalogue

Dan supaya IT support kita juga punya “list resmi” tentang apa aja yang bisa mereka lakukan untuk customer, kita juga harus punya Technical Service Catalogue

Untuk bisa Service2 catalogue ini bisa diakses secara benar, artinya kita juga harus tau cara memaintain Availability-nya…in ITIL this is called Availability Management

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Availability Management

To ensure that the level of availability delivered in all IT Services meets the agreed availability needs and/or service level targets in a cost-effective and timely manner. This is both current and future needs of the business” (ITIL Service Design book page 125)

Translate: bagaimana caranya agar IT Service yang ditawarkan agar bisa perform sebagaimana mestinya dan harus ada ketika dibutuhkan, dalam kacamata biaya yang diperlukan dan waktu yang dibutuhkan

Biasanya vendor2 yang jualan Availability itu ngomongnya Five’s Nine guaranteed uptime (99.999%, alias 5 menit downtime per tahun, vendor Data Center network yang biasanya yang jualan begini)

Karena availability itu ngomongin tentang ketersediaan service…berarti klo tidak tersedia, apa yang kita harus lakukan

  • Reactive – instant feedback
  • Atau Proactive – pake planning, karena pake planning (dikira2 kenapa, bagaimana, simulasi apa saja yang bikin service down), berarti time-consuming

Yah, lu trade-off aja…mana yang kira2 bagus disituasi tertentu

Dari kacamata ITIL, uptime disebut MTBF (mean time between failures) alias…seberapa lama service ini bekerja sebelum down

Sedangkan downtime disebut MTRS (mean time to restore service) alias…seberapa lama waktu yang dibutuhkan untuk bikin service ini bekerja kembali

Downtime sendiri ada prosesnya:

  • Detection time – waktu yang dibutuhkan untuk mendeteksi adanya service yang down
  • Diagnosis time – waktu yang dibutuhkan untuk mencari penyebab service yang down
  • Repair time – waktu yang dibutuhkan untuk menyelesaikan/menghilangkan penyebab service yang down
  • Restoration time – dan waktu yang dibutuhkan untuk membuat service ini aktif kembali

Nah, bisa jadi dalam suatu perusahaan ada beberapa service yang down…jeda waktu antar service down issue yang satu dengan yang lain disebut MTBSI (mean time between system incidents)

Mengenai incidents, dalam security ada 2 terminologi:

  • Event – yaitu suatu kejadian didalam service
  • Incident – yaitu event yang membuat suatu proses(di ITIL adalah service) terganggu

MTBF, MTRS, dan MTBSI ini dihandle oleh availability manager…siapa itu? Ya IT support…tugasnya kan supaya ensure IT service is running smoothly

Untuk merestore IT service (contohnya network) berarti kita harus punya yang namanya SKMS (service knowledge management system), atau CMDB (configuration management database), atau AMIS (availability management information system)

SKMS – CMDB – AMIS itu beda singkatan aja…intinya harus ada mekanisme untuk restore service

Contoh: sebelum Cisco, Juniper udah punya namanya restore configuration dengan sistem rollback…rollback ke date tanggal berapa, jadi engineer ketika ada yang salah konfig bisa restore ke earlier time tanpa harus nyari2 archive configuration…akhirnya Cisco dengan IOS XR-nya ngikut…inilah yang disebut CMDB

ya, Commit Confirmed

Availability alias ketersediaan service ini terkait dengan

  • Capacity management – klo storage atau bandwidth penuh…service di stop atau nambah lagi?
  • Information Security management – memastikan the right person is able to access the right file
  • Design Coordination management – baik service availability, security, dan capacity harus kita koordinasikan dengan pihak2 terkait

Nah, 3 hal ini ga dibahas di ITIL foundation

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Capacity Management *bonus*

Hahaha…tanggung lah….hajar bleh

To ensure that the capacity of IT Services and the IT infrastructure meets the agreed capacity and performance related requirements in cost-effective and timely manner. It meets both the current and future capacity and performance needs of the business” (ITIL Service Design page 158)

Translate: memastikan bahwa kapasitas IT baik dari segi infrastructure maupun service itu sendiri memenuhi permintaan

Contoh: paling gampang storage capacity atau bandwidth capacity…

Capacity itu sendiri apa sih? The maximum amount of delivery ability that an IT can produce

Objective dari capacity management adalah:

  • Produce and maintain appropriate/up-to-date plan
  • Assist with diagnosing and resolving performance/capacity issues
  • Ensure all performance achievement meets their target

Untuk itu kita perlu punya CMIS (Capacity Management information System)

Contohnya kek gini: (no commercial promotion intended, wkwkwk)

Trus bagaimana klo kita ga bisa afford untuk buy another storage and bandwidth? QoS config…alias tuning bandwidth ataupun storage (klo ini lebih kearah application sizing, hard disk partition)

Sub-process dari availability management ini ada 4 (ga gw bahas satu2):

  • Business Capacity Management – how we adjust capacity for business objective
  • Service Capacity Management – how to adjust capacity for operational services
  • Component Capacity Management – monitoring IT capacity and utilization
  • Capacity Management Reporting – ya reporting about capacity tentunya

Primary activities dalam Availability management ini adalah:

  1. Performance Monitoring
  2. Controlling Demand Management – hasil dari Demand Management (Service Strategy) akan dimasukan dalam planning Service Design
  3. Modeling and Tuning – QoS oriented
  4. Application Sizing – contohnya kek hard disk partition
  5. Capacity Planning

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Information Security Management

To align IT Security with business security and ensure that confidentiality, integrity, and availability of the organization’s assets, information, data, and IT services matches the agreed needs of the business” (ITIL Service Design page 197)

Translate: bagaimana caranya IT service security dengan CIA-nya (Confidentiality, Integrity, dan Availability) sudah sesuai belum dengan standard bisnis

Yang dibahas di IS management adalah:

  • Confidentiality – bagaimana caranya data ga bisa dibaca orang yang tidak berhak
  • Integrity – bagaimana caranya data ga bisa dirubah oleh orang yang tidak berhak
  • Availability – bagaimana caranya data ga bisa diakses oleh orang yang tidak berhak
  • Risk Management – finding things that could go wrong and how to stop it from becoming wrong
  • SMIS (Security Management Information System) – how to guide the development and management of your information security program
    • Procedural Security – how you secure things
    • Physical security – lock and keys anyone?!?
    • Organizational Security – general security
    • SMIS = Plan -> Implement -> Control -> Evaluate -> Maintain -> Plan again
  • Security Policy – aturan2 yang harus dipenuhi supaya security berjalan
  • Threat – ancaman IT terhadap organisasi
  • Vulnerability – celah2 yang bisa menjadi threat itu sendiri

Ga bahas 1-1…mending lu baca ISO 27001 deh…komplit pake telor

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Design Coordination

To provide and maintain a single point of coordination and control for all activities and processes within this stage of the service lifecycle” (ITIL Service Design page 86)

Translate: untuk menyediakan dan maintain seluruh aktivitas dan proses dalam 1 koordinasi

Yang termasuk dalam Design Coordination adalah:

  • IT Service Continuity Management – gimana caranya service ini bisa jalan lagi klo ada hambatan, simplenya…Disaster Recovery Plan yang tentunya sesuai dengan BIA
  • BIA (Business Impact Analysis) – klo kenapa2…opsi apa yang kita punya untuk recovery
    • Immediate – fitur2 kek hot swap atau hot standby (FHRP kek HSRP dan teman2nya)
    • Fast – kek R-PVST dalam switch
    • Intermediate – warm standby…biasanya 1-2 hari downtime (ganti module infrastructure biasanya)
    • Gradual – cold standby …ganti infrastructure itu sendiri biasanya…

Yang termasuk Gradual biasanya yang “we can survive without having that technology/service”, karena klo yg ga bisa survive…masuknya ke immediate atau fast

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References

ITIL Service Design book

http://www.routerfreak.com/managing-a-large-network/

Cbt Nugget ITIL Foundation video by Chris Ward

Nanda Noviza Rachman as my ITIL mentor

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ITIL Foundation Overview

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I have been teaching some network implementation courses from vendors like Cisco, Juniper, and CompTIA for a while now, from the scope of Routing-Switching, Collaboration (Voice and Video over IP), Network Security, Service Provider, Data Center, and actually got into Network Design

Some student said…”because Network right now viewed as a SERVICE like another IT scope (Application as a service, Infrastructure as a service, and so on), do we have a specialized knowledge about managing IT as a service, not just a network?”

Well…there ARE some…a guideline of best practices (most of practitioner call it…a Framework)

  • ISO 20000 for IT Service Management
  • ISO 27001 for IT Security
  • COBIT
  • COSO
  • ITIL

In fact…here’s the chart that those topics cover

So you see my reason why I choose ITIL for learning IT as a Service, because IT IS talk about how to manage IT Services and pretty much cover all aspect too (although not in specific…just in general terms)

And here’s my journey to ITSM (IT Service Management) called ITIL (IT Infrastructure Library)…Formed by OGC (Open of Government Commerce) from UK

Right now the certification is handled by EXIN (its own “PearsonVUE” for exam), which is approved from AXELOS (Government of UK and Capita – a management company, joint venture)

Hope this article (and more coming) will be informative for you guys…

(untuk bahasa2 inggris yang terlalu panjang maknanya nanti ada translate-nya, dengan gaya gw sendiri tentunya)

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ITIL in a Nutshell

ITIL has been out for quite a while now that it reaches version 3 (ITILv3) which focused on Service Lifecycle (v1 focused about service mainframe, v2 talks about framework more)

Lifecycle? Yes…you know PPDIOO (the one that Cisco create for Designing Network Services) right? a lifecycle…a continuous service improvement

For example, Cisco can’t offer selling Router forever right? There’s gotta be some improvement…like Cisco bought company called Catalyst for their switches and Celcius for their Collaboration products

For what? In the marketplace, especially modern one…no one can MONOPOLIZE (monopoly) the market, so you see their reason why they choose to diversify (and getting strong on the router brand also)

Because there are competitions!!!…if you can’t move forward…you’ll be left behind…simple as that

As a part of ITSM, ITIL provide practitioners and student insight how should IT services works

Because ITSM is…how IT can provide value to customer
(customer here is not limited to buyers…internal users can be customer because they USE that services that IT provides to them)

So what is this term called Service? I know…it like this pic below right?

It called serves Son….please don’t go full retard…

Service in IT is how (by means) to deliver the value (from provider) to customer by facilitating outcome that the customer want to achieve without the ownership of cost and
risk
(ITIL Service Strategy book page 13)

Indonesian Translate: Service didalam IT itu intinya bagaimana cara kita (sebagai IT provider, entah itu outsource atau IT internal department) mendeliver sebuah pelayanan yang konsumen butuhkan tanpa harus mikirin resiko dan biaya sehingga pelayanan itu ada nilainya/harganya…alias patut dipertahankan

Case A: XYZ Company offer to customer some 4G services

They certainly be asking “is it worth it? Our traffic is currently no more than 512 kbps? Why we must use this excessive 100 mbps (4G speed is more than 100mbps) with GREAT COST? What value (benefit) added to us by using this?

Case B: XYZ Company want to replace 1841 router (ISR G1) to 1941 router (ISR G2), they CERTAINLY will be asking…

why we must replace the working, stable, and almost bug-free router (1841 is badass, I must say) and take the risk of making our networks down?!

Is the Network Service offered by 1941 good enough for them?!? Now you get what I mean SERVICE

Who handle the service delivered to customer? Service Owner…a person or units (a group of person) that handled that service

Service owner in case A: telecommunication service provider, because they provide that 4G services

Service owner in case B: IT Solution Vendor, because they provide maintaining the Company network infrastructure (changing, maintaining, removing, etc.)

In order to change something, we must know why we must change it or the reason why we must maintain it orsome parameters of why we change it

That parameter is called Baseline

Example A: we must change bandwidth limitation of HTTP traffic to 1mbps from 512 kbps because its getting laggy (performance baseline)

Example B: all network in branch XYZ must use 192.168.1.0 ip addressing scheme (configuration baseline)

And sure…why we must maintain a service, change a service, expanding/advancing the service, or even remove a service…because there ARE some business case (like benefit, cost, risk or potential problem)

And nearly all the business case justification is MONEY, we certainly want to advance…but often blocked by the invisible wall…called BUDGET

(Imagine Jessy J singing Price tag, okaaay…sing along with me!!!)

Because ITIL Foundation is mainly talk about service offered to customer, sure enough that customer will ask about what function it can do, what task that can be performed by this services, and what process can be helped by it

The ability to carry out certain task (both function and process) in ITIL is called Capabilities

And because Capabilities is consist of function and process, what is these in ITIL?

Function is to define what activities that team of people (Service Desks, IT Supports, etc.) and tools (software/hardware) can do

And Process is a structured set of activities designed to accomplish a SPECIFIC objective. A process takes one or more defined inputs and turn them into defined outputs (Service Strategy book page 20)

My Translate: Process is a set of activities that those FUNCTION performing, more like coordinated activities…that we hope to produce something from that process…which is “VALUE”

The person that responsible for making sure that process doing what is supposed to do is called Process Owner, pretty sure this person must be accountable too (the right person to do the right thing)

And the person that making sure that process is able to perform the operation is called Process Manager
(this person must report to process owner)

There is 4 attributes that define what a called process:

  • Trigger – what start the process (what causing the process to start)
  • Activity itself
  • Dependency – what components that require before process is running
  • Sequence – what step should we do for continuing the process to accomplish objective

3 key for a good process:

  • Can measured – with decimal or percentage (success rate of execution of problem for example)
  • Specific result – not in general, but specific (computer must connect to network, anything else like Media Player such music and video can be ignored)
  • Meet expectation – expect repairing network under 10 minutes

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Example: Service Desk (Function) will perform maintain computer network connectivity and perform as IT first level help desk before delegating to higher level officer (Process)

The Process of Service Desk of IT Support:

  1. Trigger – Trouble Ticket from user/customer
  2. Activity – perform general computer checkup
  3. Dependency – the IP address must be correct (if we want to resolve the problem remotely)
  4. Sequence – perform documentation for Fault Management (avoid the same problem occurring again because we have the database of the fault)

What can we get from IT Support Help Desk Process

  1. Measured – the success rate of computer repair is 80%
  2. Specific Result – all repaired computer can connect to the network
  3. Meet Expectation – all repairing computer done under 10 minutes

Is it good? The answer may vary…depends on company’s IT policy

Like IT Support (perform activities like repairing computer service, Process Manager) must report to IT Manager (the one who responsible for making sure repairing computer is taking right amount of time, Process Owner)

In ITIL Capabilities is defined as Intangible Assets, where Resources like Infrastructure (Data Center, Router, Switch), Human (can be Intangible too), or even Money is defined as Tangible Asset

What is an Asset? Asset is anything that provide value to Company. Asset divided by 2:

  • Tangible Assets: Router, Switch, Data Center, or anything that can be purchased (including Human)
  • Intangible Assets: can’t be purchased but can be developed, such as Human Capital (we can train them!!!), Social Media (Customer Brand Awareness

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ITIL Service Lifecycle

ITIL is mainly talking about:

  • Service Strategy (what can we say about our current company prospect, what should we do to our current state)
  • Service Design (now we know what to do, lets plan something)
  • Service Transition (how to properly migrate our planning into operational state)
  • Service Operation (how to keep our service operational on AGREED level, usually customer satisfaction)
  • Continuous Service Improvement (what can we do to make our 4 service above keep running and improving)

ITIL foundation cover most of them (including its sub-topics), but if you want to have a detailed knowledge

Please buy these books @150 dollar each…haha

And in the next article..lets hop into Service Strategy (if I have time and not lazy enough to write hahaha)

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Reference

Cbt Nuggets ITIL Foundation video by Chris Ward

http://its.yale.edu/news/itil-foundations-what-service

http://blog.social-advantage.com/2007/11/examples-of-intangible-capability.html

and Nanda Noviza Rachman as my ITIL Mentor…thanks bro

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