Improving IT Service Operation Processes

2013 ◽  
pp. 359-362
Author(s):  
Marko Jäntti ◽  
Terry Rout
Keyword(s):  
It Service ◽  
Service Operation

scholarly journals Grapari Information Technology Service Analysis of Telkomsel Salatiga Using ITIL V3 Domain Service Operation

2020 ◽  
Vol 1 (3) ◽  
pp. 144-154
Author(s):  
Daniel Albert Santoso ◽  
Agustinus Wijaya
Keyword(s):  
Information Technology ◽  
It Services ◽  
Technology Infrastructure ◽  
Service Companies ◽  
It Service ◽  
Business Goals ◽  
Technology Service ◽  
Service Operation ◽  
Or Organization ◽  
A Company

Parameters for the success of IT in a company or organization are IT services to users in order to support the fulfillment of the business goals of a company or organization. Therefore, information technology has become a major requirement for companies or organizations. Operating IT services in a company or organization cannot be without problems. To find out the extent to which IT services are running and the extent of management in managing and handling incidents and problems in IT service companies, an analysis and assessment of IT services is needed. This research proposes the ITIL framework version 3 (Information Technology Infrastructure Library) with the Service Operation domain to review IT service practices. The results of this study indicate several recommendations including increasing the number of resources who are experts in the IT field, so that any obstacles that arise in the application can be resolved immediately. It is hoped that by carrying out this research, GraPARI can reduce these obstacles and can work optimally.

Information Technology as a Service Operation

1992 ◽  
Vol 7 (4) ◽  
pp. 189-201 ◽  
Author(s):  
Tony Rands
Keyword(s):  
Information Technology ◽  
Service Quality ◽  
Service Management ◽  
Quality Measures ◽  
It Management ◽  
It Services ◽  
It Service ◽  
Service Operation ◽  
Service Delivery Systems ◽  
Flow Charts

Research into service management has revealed concepts and ideas which may be usefully applied in other management settings. In order to evaluate their potential relevance to managing information technology (IT), several aspects of service management are explored, including the nature of service products, customer-supplier contact, the design of service delivery systems, and measuring and achieving service quality. Some ideas have already been applied to IT, but others could also be relevant. These include examining contacts between users and IT specialists, using process flow charts to design IT services, and employing service quality measures in IT management. A general model is proposed for managing IT service quality; the application of this model at the strategic level of firms is examined.

ITIL 2011: The Maturity of IT Service Operation in Universitas Multimedia Nusantara, Indonesia

2019 ◽  
Vol 5 (2) ◽  
pp. 90-94
Author(s):  
Michael Van Wis Lee ◽  
Wella Wella
Keyword(s):  
Incident Management ◽  
Management Problem ◽  
Event Management ◽  
Access Management ◽  
Maturity Level ◽  
Problem Management ◽  
It Service ◽  
Technology Governance ◽  
Service Operation ◽  
It Department

Information Technology governance (IT Governance) in the world of education is quite widely used including in Indonesia itself, for example at some educational institutes. The ITIL framework, used as a tool for evaluation, audit and also as a reference implementation. To help improve the Universitas Multimedia Nusantara (UMN) IT service in the service operation section, it is necessary to know the maturity level of the service, which is then done through the measurement of maturity level in the service operation section. In addition, the measurement results obtained can be used to produce the right recommendations with the problems found in the service. Measurements are made on the domain service operation which is the focus of UMN's IT department services. Service Operation has 5 indicators: incident management, problem management, access management, event management and request fulfillment. In this research, the framework used is ITIL Version 2011. The result of this measurement has been found: incident management, problem management, event management and request fulfillment get the result of measurement at level 1 and access management up to level 2. The result of measurement and recommendation given is expected to be input material and become development material that can be used by the IT department of Universitas Multimedia Nusantara.

scholarly journals Audit Operasional Pelayanan Pada PT. XYZ Dengan Menggunakan Kerangka Kerja ITIL Service Operation

2020 ◽  
Vol 6 (1) ◽  
pp. 51
Author(s):  
Julia Loisa ◽  
Kevin Christianto ◽  
Johanes F. Andry
Keyword(s):  
Information System ◽  
Service Management ◽  
Service Level Agreement ◽  
Service Level ◽  
Management Service ◽  
Literature Study ◽  
It Service ◽  
System Service ◽  
Service Operation ◽  
Operational Processes

This research was investigated to conduct an audit operational IT service management. Service has become a special key in forming a good organizational environment, there have been many studies that prove that a good level of service is directly proportional to loyalty, productivity, etc. from end users. In this study focused on the operational processes of the information system services provided by the company to all stakeholders of the information system users, because the operational side is the spearhead of the service process that is reached by stakeholders. The researcher conducted a literature study, interviews, observations, questionnaires, examined documents and analyzed the results of questionnaires and document checks to obtain factual data from the field which would later be used as risk analysis and recommendations for solutions to be provided by researchers. The researcher himself uses the ITIL v3 framework which focuses on the Service Operation which will be matched with the information system service commitments contained in the Service Level Agreement.

scholarly journals Analysis of IT Service Management in the Salatigaku Application Using the Framework Information Technology Infrastructure Library (ITIL) V3

2020 ◽  
Vol 2 (1) ◽  
pp. 33-43
Author(s):  
Meylinda Ayu Pratiwi ◽  
Andeka Rocky Tanaamah
Keyword(s):  
Information Technology ◽  
Service Management ◽  
It Service Management ◽  
Technology Infrastructure ◽  
Information Technology Infrastructure ◽  
Information Technology Infrastructure Library ◽  
It Service ◽  
Service Operation

Abstrak Manajemen Layanan TI sangat diperlukan dalam meningkatkan kualitas layanan TI agar kebutuhan bisnis dapat berjalan selaras dengan tujuan organisasi. Sejauh ini aplikasi Salatigaku yang dikelola oleh DISKOMINFO sudah cukup baik, namun dalam penerapannya DISKOMINFO masih menjumpai beberapa kendala yang menghambat kinerja operasional. Kurangnya SDM yang mampu menangani setiap permasalahan khususnya di bidang TI menjadi salah satu kendala yang dihadapi oleh DISKOMINFO. Adapun masalah lain seperti belum adanya backup data secara rutin yang dilakukan untuk menjaga aset perusahaan dari kebocoran data. Penelitian ini menggunakan framework ITIL V3 domain service operation yang berfokus pada kegiatan operasional bisnis. Dari hasil penelitian ini, maka terdapat beberapa rekomendasi yang diberikan seperti penambahan SDM yang ahli di bidang TI, agar setiap permasalahan yang timbul dapat terselesaikan dengan cepat tanpa mengganggu kegiatan layanan. Adapun rekomendasi lain yaitu dengan menyediakan SOP terkait arsip data agar backup data dapat dilakukan secara terstruktur untuk menjaga aset berharga seperti data. Diharapkan dengan adanya penelitian ini, DISKOMINFO dapat mengurangi adanya insiden berulang sehingga penggunaan aplikasi Salatigaku dapat berjalan secara optimal serta dapat meningkatkan efektivitas dan efisiensi kinerja bisnis organisasi.

scholarly journals Perancangan Tata Kelola Layanan Teknologi Informasi Menggunakan ITIL versi 3 Domain Service Transition Dan Service Operation Di Pemerintah Kota Bandung

2016 ◽  
Vol 2 (2) ◽  
pp. 81 ◽  
Author(s):  
Luki Aisha Kusuma Wardani ◽  
Murahartawaty Murahartawaty ◽  
Luthfi Ramadani
Keyword(s):  
Best Practice ◽  
Service Management ◽  
City Government ◽  
Level Of Service ◽  
It Service Management ◽  
Transition Service ◽  
It Service ◽  
Service Operation ◽  
Service Transition ◽  
Capability Level

Abstrak—Teknologi Informasi saat ini sudah menjadi kebutuhan inti suatu organisasi dan bukan hanya sebagai alat pendukung. Pemerintah Kota Bandung, sebagai instansi pemerintahan, menjadikan Teknologi Informasi merupakan salah satu visi yang perlu dicapai. Dalam rangka mencapai good government berdasarkan Peraturan Menkominfo No. 41 Tahun 2007, dibutuhkan suatu tata kelola TI agar dapat memastikan investasi TI menambah value dan selaras dengan tujuan instansi. Pemerintah Kota Bandung saat ini belum memiliki prosedur dan kebijakan yang mengatur tentang pengelolaan layanan TI. Oleh karena itu penelitian ini dilakukan dengan tujuan untuk membuat sebuah prosedur dan kebijakan agar layanan yang diberikan oleh Dinas Komunikasi dan Informatika Kota Bandung selalu maksimal. Penelitian dilakukan menggunakan ITIL v3 pada domain Service Operation dan Service Transition. ITIL merupakan best practice Manajemen Layanan TI yang dapat meningkatkan efisiensi operasional IT instansi. Assessment yang dilakukan sebagai pengukuran Capability Level adalah dengan menggunakan ISO 15504. Capaian capability level untuk Service Transition adalah 24.5% dan untuk Service Operation 23%. Karena kurangnya data primer, data sekunder digunakan untuk mencari proses prioritas yang akan dipilih, dengan memetakan tujuan instansi dengan ketiadaan proses ITIL. Hasil dari perancangan tata kelola ini adalah sebuah kebijakan TI dan 5 prosedur terkait proses-proses di ITIL yang menjadi prioritas.Kata Kunci— Tata Kelola TI, Manajemen Layanan TI, ITIL v3, Service Transition, Service Operation, Sektor PublikAbstract— Nowadays, Information Technology plays an important role in an organization, and not only as a support equipment. Bandung City Government, as a government agency, make IT into one of the visions that need to be achieved. To achieve good governance based on Minister Regulation Number 41 in 2007, IT Governance is needed to ensure that the investment of IT can add value and align with institution’s objective. Bandung City Government currently doesn’t have policies and procedure that regulate about IT Service Management. Therefore, this study was conducted with the aim to create a guidance for Office of Communications and Information Technology of Bandung (Diskominfo) to optimize the service provided. This study also aims to make Service Management governance so that the management of IT service have certain quality and meet the needs of business customers, and improve the quality as the agreement with the customers. This study was conducted using ITIL v3 with Service Operation and Service Transition domain. ITIL is IT Service Management best practice to improve the efficiency of IT operational. ISO 15504 was conducted to asses Capability Level of ITIL Process. Capability Level of Service Transition is 24.5% and Capability Level of Service Operation is 23%. Because of the inadequacy of the primary data, the assessment was also carried out by mapping the objective of institution with the risks related to the lack of ITIL processes. The results of the design are the governance policies and procedures related to the ITIL processes needed by the institution.Keywords— IT Governance, ITSM, ITIL v3, Service Transition, Service Operation, Public Sector

Medizintechnik: Das Geschäft mit den Daten beginnt

2016 ◽  
Vol 21 (09) ◽  
pp. 36-38
Author(s):  
Romy König
Keyword(s):  
It Service

Siemens hat einen neuen IT-Service für die Bildgebung entwickelt: In einer Cloud können Radiologen Untersuchungsdaten sammeln, auswerten und mit Referenzwerten abgleichen. Es ist der Einstieg in ein Geschäftsfeld mit großem Wachstumspotenzial.

Immigration and the tech industry: As a labour shortage remedy, for innovation, or for cost savings?

2013 ◽  
Vol 10 (2) ◽  
pp. 201-227 ◽  
Author(s):  
Norman Matloff
Keyword(s):  
Immigration Policy ◽  
Brain Drain ◽  
Cost Savings ◽  
Foreign Workers ◽  
Service Firms ◽  
It Service ◽  
Labour Shortage ◽  
Labour Costs ◽  
Using Data ◽  
The U.S

The two main reasons cited by the U.S. tech industry for hiring foreign workers--remedying labour shortages and hiring "the best and the brightest"--are investigated, using data on wages, patents, and R&D work, as well as previous research and industry statements. The analysis shows that the claims of shortage and outstanding talent are not supported by the data, even after excluding the Indian IT service firms. Instead, it is shown that the primary goals of employers in hiring  foreign workers are to reduce labour costs and to obtain "indentured" employees. Current immigration policy is causing an ‘Internal Brain Drain’ in STEM.

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