FR LENGKAP MANAJEMEN LAYANAN TI - SKB PRAKOM | PPPK PRANATA KOMPUTER 2024
Summary
TLDRThe video script discusses the importance of focusing on the most frequent and comprehensive FR (Field Report) topics in IT service management, particularly emphasizing the distinction between easy and difficult questions. It introduces the concepts of Service Level Agreement (SLA) and Operational Level Agreement (OLA), explaining their roles in service provision and internal planning. The script also touches on the difference between incidents and problems, highlighting the need for swift resolution of incidents and thorough analysis of recurring problems. Additionally, it mentions the availability of certification questions without detailed explanations, suggesting a focus on understanding the material for ITIL certification.
Takeaways
- 📚 The session is focused on discussing and answering questions related to FR (Frequently Rehearsed) topics in a Zoom meeting, emphasizing the importance of preparation and review.
- 📈 There are two categories of questions: easy and difficult ones. The difficult ones are more memorable, while the medium difficulty ones are often overlooked.
- 🔍 The speaker is looking for answers to specific questions such as the difference between SLA (Service Level Agreement) and OLA (Operation Level Agreement).
- 📝 The main difference between SLA and OLA is that SLA is a collaboration with service providers, while OLA is determined internally within an organization.
- 💡 Incidents are unplanned disruptions that occur occasionally, whereas problems are recurring incidents that require a thorough analysis to find their root cause.
- 📊 The speaker mentions that there are over 60 certification questions available, but they will not provide explanations for them, only the answers.
- 🚫 The speaker clarifies that they cannot provide detailed discussions for the certification questions, only the answers.
- 🔑 The speaker plans to create their own version of the questions with explanations, but this does not apply to the ITIL certification questions.
- 🌐 The discussion includes the practical application of SLA and OLA in the context of government or organizational structures, such as deciding on internet capacity and transmission media.
- 🗣️ The speaker addresses the misconception that the questions are like Google Translate, implying that they are not direct translations but rather based on the ITIL certification questions.
Q & A
What is the main focus of the discussion in the provided script?
-The main focus of the discussion is on the differences between Service Level Agreements (SLA) and Operational Level Agreements (OLA), as well as the handling of incidents versus problems in a service context.
What is the significance of the 'FR' mentioned in the script?
-The 'FR' likely refers to 'Frequently Recurring' issues or questions, which are the most common and complete topics that need to be remembered and discussed, as they are often shared and discussed among peers.
Why are some questions or issues easier to remember than others according to the script?
-The script suggests that people tend to remember the easiest or the most difficult questions, while questions of medium difficulty are often forgotten. This is because the extremes are more memorable.
What is the difference between a Service Level Agreement (SLA) and an Operational Level Agreement (OLA) as discussed in the script?
-An SLA is a formal agreement between a service provider and a client, outlining the expectations and requirements for services. An OLA, on the other hand, is an internal agreement within an organization that defines the level of service provided by an internal support team to other departments or business units.
How does the script differentiate between an 'incident' and a 'problem'?
-An 'incident' is described as an unplanned interruption or reduction in quality of service that occurs occasionally and needs to be resolved quickly. A 'problem' refers to recurring incidents that require analysis to find and address the root cause.
What is the purpose of discussing SLA and OLA in the context of the script?
-The purpose is to understand how these agreements define the level of service and support expected within an organization and with external service providers, which is crucial for maintaining service quality and reliability.
What is the role of internal parties in defining an OLA according to the script?
-Internal parties, such as structural officials or IT departments, are responsible for defining the Operational Level Agreements, which include determining the required internet capacity, transmission media, and budget.
Why are incidents and problems important to discuss in a service management context?
-Discussing incidents and problems is important because it helps in understanding how to manage and respond to service disruptions effectively. Incidents require immediate action to restore service, while problems need a deeper analysis to prevent recurrence.
How does the script suggest preparing for a Zoom meeting on these topics?
-The script suggests that participants should be ready to discuss and learn about the differences between SLA and OLA, as well as the handling of incidents and problems, during the Zoom meeting.
What is the script's stance on the authenticity of certain questions or issues?
-The script implies that there are misconceptions or myths about certain questions or issues, suggesting that some may be overestimated or underestimated, and it encourages a fact-based approach to understanding them.
What is the script's advice regarding the preparation for certification exams like ITIL?
-The script advises that there are numerous questions available for ITIL certification preparation, but it also clarifies that it can only provide the questions and answers without detailed explanations or discussions.
Outlines
📝 Understanding Service Level Agreements (SLA) and Operational Level Agreements (OLA)
The speaker begins by addressing the audience, encouraging them to take notes and participate in a discussion during a Zoom meeting. They emphasize the importance of understanding the differences between Service Level Agreements (SLA) and Operational Level Agreements (OLA), which are crucial for IT service management. The speaker provides a brief comparison, noting that while SLAs are agreements with service providers, OLAs are internal agreements within an organization. They mention that incidents, which are unplanned disruptions, need to be addressed quickly, whereas problems require a more thorough analysis to find their root causes. The speaker also discusses the challenges of remembering the middle-range questions in IT service management, suggesting that the audience should focus on the most difficult and easiest questions as they are more memorable. Lastly, the speaker mentions that they will provide certification exam questions but will not be able to provide detailed explanations, urging the audience to study and discuss these topics during group meetings.
🔍 Incidents vs. Problems: The Need for Swift Resolution and Analysis
In the second paragraph, the speaker delves into the distinction between incidents and problems within IT service management. Incidents are described as one-time, unplanned events that require immediate attention and swift resolution to minimize disruption. On the other hand, problems are recurring issues that necessitate a more in-depth analysis to identify and address their root causes. The speaker stresses the importance of understanding this difference to effectively manage IT services and maintain service quality.
Mindmap
Keywords
💡FR (Frekuensi Rata-rata)
💡Zoom Meeting
💡SLA (Service Level Agreement)
💡OLA (Operation Level Agreement)
💡Incident
💡Problem
💡Certification
💡Eail
💡Discussion
💡Mitos
Highlights
The meeting will discuss and answer questions about FR (Frequently Asked Questions).
The FRs are categorized into easy and difficult questions, with the difficult ones being more memorable.
There are four slides to be imagined, representing different categories of FRs.
Last year, many failed the Ti service, which is not a myth but a fact.
The presenter is searching for answers to questions like the difference between SLA and OLA.
SLA (Service Level Agreement) is differentiated from OLA (Operation Level Agreement).
Incidents are unplanned interruptions, while problems are recurring incidents that require root cause analysis.
OLA is determined internally, unlike SLA which is negotiated with service providers.
The meeting will discuss the practical implications of SLA and OLA in government and other sectors.
There are over 60 certification questions available for practice.
The certification questions are straightforward with only A, B, C, D options, with no E option.
The presenter will provide the answers to the certification questions but not the explanations.
For the ITIL certification, the presenter will provide explanations along with the answers.
The presenter hopes to provide clarity and understanding of the material discussed.
Some questions about the Ti service are compared to Google Translate, implying they are taken from ITIL certification questions.
The presenter will continue to the next topic after discussing the differences between SLA and OLA.
Incidents are urgent and need quick solutions, while problems require analysis to find the root cause.
Transcripts
ini
fr-nya nanti silakan teman-teman ya di
inilah coba di dijawab ini nanti boleh
didiskusikan
di zoom meeting ini kemudian ini
kemudian ini ini FR paling banyak ya
teman-teman ya tolong dicatat ini FR
yang paling banyak yang saya dapat dari
dibandingkan semua materi yang ada ini
yang paling banyak dan yang paling
lengkap karena mungkin ya Jadi gini
orang membagikan FR itu pasti ya pasti
ada dua kategori satu itu soal yang
paling mudah atau kebalikannya soal yang
paling susah itu kan orang rata-rata
orang bisa mengingat kan itu yang paling
bawah sama yang paling atas sudah kalau
soal-soal yang tengah-tengah itu malah
jarang jarang ingat tapi kalau yang soal
susah-susah
pasti banyak yang ingat nah ini ada ada
empat slide teman-teman bayangkan ini
ada empat slide berarti kan ini ini
bukan isapan Jempol ya teman-teman ya
yang tahun kemarin ada yang gagal saya
gagal layanan Ti itu juga bukan bukan
mitos ini fakta banyak yang gagal banyak
yang tidak lolos pinget ya di
sini seperti itu Nah ini saya saya
cari jawabannya aja saya cari misalkan
kayak ini perbedaan SLA service level
agreement dan Ola Operation level
agreement Ini saya baru ringkas itu baru
dua ini yang ini sama yang satunya
perbedaan insiden dan masalah lainnya
belum terpecahkan karena memang butuh
waktu banyak Nah nanti teman-teman coba
untuk didiskusikan ketika di zoom
meeting nanti di zoom meeting belajar
kelompok Seperti apa dan saya nanti
punya soal-soal sertifikasi eail ya Ee
cukup lumayan banyak ada 60-an lebih ya
tapi gini ya saya kasih tahu dulu ya
tapi ini soal
ee cuma a b c d tidak ada e-nya ya
kemudian saya tidak bisa memberikan
pembahasannya jadi nanti saya
ee khusus untuk yang sertifikasi eatil
saya kasih
ee saya kasih apa adanya yang dari
sertifikasi plus jawabannya itu tetapi
tidak ada pembahasan Nah nanti saya
bikin Soalnya ini yang versi saya
sendiri
ee kalau yang versi saya sendiri nanti
ada pembahasan Tetapi kalau yang itu
yang sertifikasi ittil enggak ada
pembahasannya karena kita
eh kejar materi yang lain juga seperti
itu
itu Semoga nanti bisa bisa memberi
pencerahan ya dan ada yang bilang kalau
misalkan soal-soal layanan Ti itu
soalnya kayak terjemahan Google
Translate dan kalau yang terjemahan
Google transl memang berarti itu
ambilnya dari soal-soal sertifikasi etil
seperti
itu Nah ini kita lanjut ke sini ya ini
adalah perbedaan SLA dan Ola Ola ini
dilakukan oleh pihak internal sementara
kalau SLA itu kerja sama dengan penyedia
jasa
layanan misalkan kalau kalau di dunia
pemerintahan biar kita lebih mudah ya
Jadi yang namanya Ola ini kita itu
biasanya pejabat struktural atau
yang bersama Pranata komputernya itu
yang merumuskan Ola Operation level
agreement misalkan kita mau menentukan
Oh kapasitas internet yang kita butuhkan
adalah kecepatan sekian kuotanya sekian
kemudian
eh
media media transmisinya kita pakai ini
misalkan pakai kabel atau pakai wireless
anggarannya sekian Nah kalau yang SLA
ini misalkan kita kerja sama dengan eh
Telkom atau dengan penyedia jasa
internet yang lainnya Nah kita nanti
dalam surat perjanjiannya kita
negosiasikan dengan kliennya eh dengan
ininya apa dengan penyedia jasa tersebut
seperti apa
Nah ini nanti teman-teman bisa baca
sendiri
ya kemudian kita beralih ke insiden
insiden vs masalah atau problem ini juga
kemarin keluar Jadi intinya insiden itu
gangguan yang tidak direncanakan ya
teman-teman ya dan terjadi Sesekali aja
sementara kalau kalau problem ini
insiden yang terjadi
berulang-ulang kalau insiden ini harus
segera dicarikan solusinya dengan cepat
Tetapi kalau problem ini perlu dianalisa
dulu karena yang namanya problem harus
dicari akar masalahnya seperti apa
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