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.

Outlines

00:00

📝 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.

05:02

🔍 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.

Keywords

💡FR (Frekuensi Rata-rata)

FR, or 'Frekuensi Rata-rata,' refers to the average frequency of a particular topic or item. In the context of the video, it's used to describe the commonality of certain subjects or questions in a study material. The speaker mentions that FR is the most abundant and comprehensive category they've found, suggesting that it's a key area of focus for the audience to remember and study.

💡Zoom Meeting

A 'Zoom Meeting' is a virtual meeting conducted using the Zoom platform. The script mentions a 'Zoom meeting' as a platform where the audience can discuss and learn in a group setting. It's an example of how technology facilitates collaborative learning environments, allowing participants to engage with the material and each other remotely.

💡SLA (Service Level Agreement)

SLA stands for 'Service Level Agreement,' which is a type of contract between a service provider and a client that defines the level of service, priorities, responsibilities, and guarantees. In the script, the difference between SLA and OLA is discussed, highlighting that SLA is typically a collaboration with external service providers, like Telkom, to negotiate the quality and standards of the service being provided.

💡OLA (Operation Level Agreement)

OLA, or 'Operation Level Agreement,' is an internal agreement that outlines the level of service expected within an organization. It's used to manage internal operations and ensure that the necessary resources and processes are in place to meet service requirements. The script contrasts OLA with SLA, indicating that OLA is more about internal coordination and planning, such as determining internet capacity and transmission media.

💡Incident

An 'Incident' in the context of the video refers to an unplanned interruption or issue that occurs in a system or service. It's mentioned as something that happens occasionally and requires a swift resolution. Incidents are distinct from problems in that they are singular events that need immediate attention, as opposed to recurring issues that require deeper analysis.

💡Problem

A 'Problem' is a recurring issue or a set of issues that require analysis to identify and address the root cause. The script differentiates between incidents and problems, suggesting that while incidents are one-time events, problems are more complex and require a systematic approach to find a long-term solution.

💡Certification

Certification in the script refers to the process of obtaining official recognition or qualification in a particular field, such as ITIL. The speaker mentions 'sertifikasi eail' and 'sertifikasi eatil,' indicating that the video's content is related to preparing for or discussing IT service management certifications, which are important for professionals in the IT industry.

💡Eail

EAIL, or 'Enterprise Asset and Infrastructure Library,' is a set of detailed practices for IT service management. The script mentions 'sertifikasi eail,' which implies that the video is related to the study material for obtaining a certification in this area. EAIL is part of the ITIL framework and focuses on managing IT services and assets.

💡Discussion

The term 'discussion' in the script refers to the act of talking over a subject thoroughly, often with the aim of reaching a decision or a better understanding. The speaker encourages the audience to engage in discussions during the Zoom meeting, which is a way to enhance learning and understanding of the material by exchanging ideas and viewpoints.

💡Mitos

The term 'mitos' in Indonesian translates to 'myth' in English. In the script, the speaker seems to be dispelling myths or misconceptions about certain topics, possibly related to the study material or the field of IT service management. This indicates that the video aims to provide clarity and accurate information to the audience.

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