FR LENGKAP MANAJEMEN LAYANAN TI - SKB PRAKOM | PPPK PRANATA KOMPUTER 2024

Summary

The 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.