MLTI 3 - Konsep Dasar Manajemen Layanan TI (Part 1) #ITIL #ITSM #ITServiceManagement

Summary

In this video lecture on IT Service Management, Clara Yati Primasari explores foundational concepts, including the definition of 'service,' which provides value to customers while handling risks and costs. The lecture covers IT services, classifying them into customer-facing services, supporting services, and enhancing services. Additionally, it distinguishes between core services (essential to customer needs), enabling services (invisible but necessary for core services), and enhancing services (which add extra value without being critical). The lecture emphasizes the importance of understanding these elements to effectively manage IT services.

Takeaways

• 😀 Services are defined as the delivery of something valuable to customers without them having to bear risks or certain costs. Example: WiFi subscription where the customer only pays for the subscription fee, not installation or maintenance costs.
• 😀 Value refers to what is considered valuable to the customer, which can either be achieving a goal or improving performance, or eliminating limitations or problems such as time or distance constraints.
• 😀 Customers want results and don't want to be bothered by the process behind the service. Understanding customer expectations is essential for providing effective services.
• 😀 IT services are a combination of technology, people, and processes provided to customers, either internally or externally, and grouped based on interactions and benefits.
• 😀 There are two main types of IT services: Internal services (provided to units within the same organization) and External services (offered to customers outside the organization).
• 😀 Customer-facing IT services are directly used by customers to support their activities, such as online shopping websites or ATM services.
• 😀 Supporting services are essential IT services that enable customer-facing services but are not directly visible to the customers, such as internet access or web hosting services.
• 😀 Core services are those that fulfill the primary needs of customers and are critical to business functions, such as email services.
• 😀 Enabling services are necessary for providing core services but are often not visible to customers, like network services that enable email functionalities.
• 😀 Enhancing services provide added value to customers but don't determine the success or failure of core services. An example is smartphone apps that enhance the email experience or email synchronization across devices.

Q & A

What is a service, and how does it provide value to customers?

A service is the delivery of something valuable to customers that helps them achieve their desired outcomes without bearing certain risks or costs. For example, subscribing to Wi-Fi means the customer only pays for the subscription and does not have to worry about associated costs like installation or maintenance.

What is the importance of understanding the value of a service from the customer's perspective?

Understanding the value from the customer's perspective is essential for service providers to deliver effective services that meet customer expectations. Services should facilitate the achievement of customer goals while managing associated risks and costs.

What are the two expected outcomes for customers when using a service?

The two expected outcomes are: (1) achieving a goal or improving performance, such as printing documents or sending information, and (2) eliminating barriers or problems faced by the customer, such as time limitations or distance issues.

What is an IT service, and what components are involved in delivering it?

An IT service is one provided by an IT service provider, involving a combination of information technology, people, and processes. These services are grouped based on the relationship between the service provider and the customer, interactions, and service benefits.

What are the two main categories of IT service based on the relationship with the provider?

The two categories are internal services (delivered to units within the same organization) and external services (delivered to customers outside the organization, usually commercial in nature).

What is the difference between customer-facing and supporting IT services?

Customer-facing IT services are directly used by customers to support their business activities, such as online shopping websites or ATM software. Supporting IT services, on the other hand, are behind-the-scenes services like internet access or network hosting that enable customer-facing services to function.

What role do supporting IT services play in the overall service delivery?

Supporting IT services are crucial for delivering customer-facing services but are not directly visible to users. They ensure the infrastructure and systems needed to provide services, like internet access or server hosting, are in place.

What are core, enabling, and enhancing IT services?

Core services are essential services that meet the primary needs of the customer, such as email services. Enabling services are necessary for core services to function, like network infrastructure. Enhancing services add additional value to core services, such as mobile apps to access emails or synchronize data.

Why are enhancing services not critical to the success of a core service but still important?

Enhancing services are not critical for the core service’s success but provide extra appeal for customers. They add value and improve the overall experience, which can increase customer satisfaction and usage of the service.

How does a service provider ensure they meet customer expectations in terms of value?

A service provider ensures they meet customer expectations by understanding the desired outcomes of the service and offering solutions that help the customer achieve these outcomes while managing the associated risks and costs effectively.