MLTI 5 - Konsep Dasar Manajemen Layanan TI (Part 3) #ITSM #ITIL #ITILV3 #ITServiceManagement

Summary

This video explains key concepts in IT service management, focusing on service providers, service value, and service assets. It outlines three types of service providers: internal, shared, and external. The video emphasizes the importance of service value, which combines utility (benefits for the customer) and warranty (service quality and reliability). Additionally, it discusses how service assets—resources and capabilities—are essential for delivering quality IT services. The video provides examples to illustrate these concepts, including how services are tailored to meet customer needs and how service providers ensure value through performance and reliability.

Takeaways

• 😀 Internal Service Provider (ISP) refers to a department or unit within an organization providing IT services exclusively for a single business unit, like an IT department in a university serving only one faculty.
• 😀 Shared Service Provider (SSP) refers to a department or unit offering IT services to multiple business units within the same organization, such as a centralized IT service for all faculties in a university.
• 😀 External Service Provider (ESP) is a company that offers IT services to external clients, typically for a fee, like how Telkom provides internet and data center services to other companies.
• 😀 Service Value represents the benefits or advantages expected by customers from a service, combining utility (functionality) and warranty (assurance of quality).
• 😀 Utility in a service is the benefit users gain, such as enhancing performance or addressing constraints like time or money. It focuses on meeting customer needs and expectations.
• 😀 Warranty in a service refers to the assurance that the service will meet agreed-upon standards, covering aspects like availability, capacity, continuity, and security.
• 😀 The four key aspects of warranty are: availability (the service is always accessible), capacity (the service can handle all users efficiently), continuity (services can be restored quickly after a failure), and security (protecting customer data).
• 😀 A service that fits the purpose meets customer needs through utility, while a service that fits for use ensures reliability and quality through warranty.
• 😀 For an IT service provider to create value, they must possess service assets, which include both resources (money, infrastructure, applications, information, people) and capabilities (organizational processes, knowledge, and skills).
• 😀 Service assets are like raw materials in a factory that must be processed, while capabilities represent the organization's ability to turn these resources into valuable services, setting them apart from competitors.

Q & A

What are the three categories of IT service providers mentioned in the script?

The three categories of IT service providers are Internal Service Providers, Shared Service Providers, and External Service Providers.

What is an Internal Service Provider?

An Internal Service Provider is a department or unit within an organization that provides IT services exclusively for one business department within the same organization.

Can you give an example of an Internal Service Provider?

An example of an Internal Service Provider is an IT unit in a university that provides services solely for a specific department or faculty.

What is a Shared Service Provider?

A Shared Service Provider is a department or unit that provides IT services to multiple business units within the same organization.

What is an example of a Shared Service Provider?

An example of a Shared Service Provider is a centralized IT unit in a university that provides IT services to all departments and administrative offices.

What is an External Service Provider?

An External Service Provider is a company that offers IT services to external clients, usually in exchange for payment.

Can you give an example of an External Service Provider?

An example of an External Service Provider is Telkom, which provides internet and data center services to other businesses.

What is meant by 'Service Value'?

Service Value refers to the benefit or advantage that a customer expects to gain from a service. It is created by combining the service's utility and warranty.

What are the two key components that determine Service Value from the customer's perspective?

From the customer's perspective, Service Value is determined by the combination of the service's utility (the benefits or functions it provides) and warranty (the assurance of service quality and reliability).

What does 'Utility' refer to in the context of IT services?

Utility refers to the benefits or functions that a service provides to the customer, such as meeting their needs, enhancing performance, or overcoming limitations.

What are the four aspects of 'Warranty' in IT services?

The four aspects of Warranty are Availability, Capacity, Continuity, and Security. These determine how well a service is delivered and whether it meets agreed-upon service levels.

What are 'Service Assets' and why are they important for service providers?

Service Assets are resources and capabilities that IT service providers must have in order to deliver services. They include infrastructure, applications, information, and people, and are crucial for creating and delivering value to customers.

What distinguishes 'Capability' from 'Resource' in the context of IT service provision?

While Resources are the physical and tangible components needed to deliver IT services (like hardware and software), Capabilities refer to the organization's ability to manage and utilize these resources effectively to provide quality services.