TUGAS UTS MLTI (Fadhel muchammad fian alfarizi)

Summary

PT Bajar Belanja Murah, a national retail company, faced significant IT system stability challenges during major promotions after adopting e-commerce as its main sales channel. This case study highlights how the company overcame these issues through ITIL Version 3-based IT service management practices. Key strategies included service strategy for managing user profiles, service design for capacity and SLA management, and service transition for risk and change management. The implementation led to improved system stability, increased customer satisfaction, and cost efficiency, supporting the company's sustainable e-commerce growth.

Takeaways

• 😀 PT Bajar Belanja Murah, a national retail company, faced serious system stability issues after adopting e-commerce as the main sales channel.
• 😀 The company encountered major problems during high-traffic events, such as flash sales and year-end promotions, affecting system performance.
• 😀 The four primary challenges identified were system disruptions, insufficient system capacity, overwhelmed service operations, and lack of a comprehensive system design.
• 😀 ITIL Version 3 solutions were implemented to address these challenges, focusing on service strategy, design, transition, and operations.
• 😀 Service strategy included grouping user profiles, analyzing customer behavior during promotions, and designing IT service packages to handle high traffic.
• 😀 Financial management was emphasized, focusing on preparing IT budgets for short, medium, and long-term needs and prioritizing business-driven investments.
• 😀 Building strong business relationships was crucial to understanding customer expectations and ensuring alignment with business goals.
• 😀 Service design improvements focused on capacity management, service level agreements (SLAs), and ensuring IT service continuity during disruptions.
• 😀 In service transition, comprehensive change management practices were introduced, ensuring risk assessments, approval processes, and testing before implementation.
• 😀 Service operations were enhanced with a virtual service desk, automated ticketing, and improved incident management, leading to faster response times and problem resolution.
• 😀 The implementation of these ITIL strategies resulted in improved system stability, higher customer satisfaction, reduced incidents, and significant cost-efficiency during promotional events.

Q & A

What was the main challenge faced by PT Belanja Murah after adopting e-commerce as its primary sales channel?

The main challenge faced by PT Belanja Murah was the instability of their IT systems, especially during large promotional events, such as flash sales or end-of-year discounts.

How did PT Belanja Murah address the IT system instability issues during major promotions?

PT Belanja Murah implemented IT Service Management (ITSM) strategies based on the ITIL framework to enhance system stability during promotional periods, ensuring better performance and user satisfaction.

What are some of the key IT issues faced by PT Belanja Murah?

The key IT issues included system disruptions, insufficient capacity, overwhelmed service systems, and lack of comprehensive system design.

What is the role of service strategy in improving the IT system at PT Belanja Murah?

The service strategy helped manage user profiles, analyze customer activity patterns during promotions, and design IT service packages capable of handling high loads during peak times.

How did PT Belanja Murah ensure that their IT investments aligned with business priorities?

PT Belanja Murah ensured this alignment by establishing financial management practices that allocated IT budgets for short-term, medium-term, and long-term needs, prioritizing investments based on business requirements.

What measures were taken to manage IT service capacity effectively?

Capacity management was employed to design an infrastructure that met business needs, including developing dynamic and elastic capacity plans to handle variable demand, particularly during promotions.

How did PT Belanja Murah handle service disruptions during large-scale promotions?

The company implemented IT Service Continuity Management to ensure service recovery scenarios were in place, ensuring critical systems remained operational despite major disruptions.

What role did service transition play in PT Belanja Murah's IT improvements?

Service transition involved thorough risk assessments and approval processes for all changes, as well as rigorous testing to minimize negative impacts on existing services.

How did PT Belanja Murah test their systems to handle peak traffic during promotions?

PT Belanja Murah conducted load testing and simulated promotional scenarios before major events to ensure the system could handle traffic spikes effectively.

What were the results of implementing ITIL-based ITSM practices at PT Belanja Murah?

The results included significant improvements in system stability during major promotions, higher customer satisfaction due to smoother shopping experiences, a more proactive and responsive service desk, and cost efficiencies by avoiding lost revenue from system downtime.