IT Service Excellence: Comprehensive Notes

Introduction

  • The session aims to share knowledge about IT service, its processes, and career opportunities.

  • Discussions and questions are encouraged in the WhatsApp group after this session.

Session Overview

  • The initial sessions will cover fundamental concepts.

  • Recordings of the sessions will be available for later access.

Interactivity

  • Participants are encouraged to use the chat for questions and discussions.

  • Efforts will be made to answer all questions during the sessions or in the WhatsApp group.

Participant Background

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  • An initial poll reveals that most participants work in IT.

  • The sessions are designed to be accessible even to those without an IT background, focusing on understanding service excellence rather than technology itself.

Speaker's Experience

  • The speaker has extensive experience in ITSM, including service desk roles, implementing ITSM tools, consulting, and creating their own products.

  • The speaker will share insights based on their long journey in ITSM.

  • The speaker clarifies that while they may not be an expert in AI, AI is a technology used to deliver IT services.

Screen Sharing and Topic

  • The session will cover IT Service Excellence.

  • The speaker holds certifications relevant to the topic.

Certifications

  • Certifications demonstrate understanding and experience in a domain.

  • The speaker shares their past experience with certification exams and resources like "testking".

  • Practical experience and domain knowledge are essential.

  • Personal learning journey included extensive study in ITSM and a Ph.D.

Project and Customer Involvement

  • The speaker has been involved in 765+ projects and served 325+ customers.

  • Implementation experience focuses on ITSM software and enterprise architecture.

  • Focus and specialization are important for career development.

Personal Background

  • The speaker is the CEO of PT Mitra Konsultan and the founder of PT Lemurian Inovasi Teknologi.

  • PT Lemurian Inovasi Teknologi owns SIM, an ITSM software.

  • Currently, the speaker is focused on contributing to education and building the IT community through webinars and digital products via CIO Academy.

Importance of Branding and Positioning

  • Personal branding and positioning are crucial for building a career in IT service.

  • The speaker was among the first ITIL version 2 service managers and ITIL version 3 experts in Indonesia.

  • ITIL version 2 training involved a rigorous 3-week program with written exams and case studies.

  • The speaker also completed ITIL version 3 expert certification through a training program in Malaysia.

  • The speaker notes ITIL 4 managing professional for tender purposes.

  • ITIL is considered the most comprehensive framework for IT service management.

Business Branding and Positioning

  • When starting a business, branding and positioning are essential.

  • PT Mitrax focused on ITSM and enterprise architecture consulting.

  • Business branding should align with personal branding.

  • The speaker mentions product verification by Pink Verify, participation in competitions, and obtaining ISO certifications for their product.

  • The speaker emphasizes the importance of focus and depth in projects.

  • A project at Telkomsel involved identifying single points of failure in customer activation processes and quantifying potential revenue loss.

Branding for Recognition

  • Branding is essential to ensure recognition in the market.

  • Multiple MURI awards helped establish their software as the first of its kind in Indonesia.

Financial Achievements

  • The speaker shares their business achievements, noting that others in the IT industry may have larger revenues due to different business models.

  • The company has been bootstrapping since 2012.

  • Bootstrapping involves using project revenue for operational costs and reinvestment.

  • The company hit its first billion in revenue in 2012 and reached approximately 20 billion in 2019.

  • The speaker aims to achieve 500 billion in accumulated revenue.

  • The company has a small team and does not pay to principals, allowing for higher profit margins.

  • The speaker is currently in discussions with a global company for potential acquisition.

Why IT Services Fail

  • IT is often expected to handle any technology-related issue.

  • The speaker draws a comparison between IT and a traditional Indonesian warung (small restaurant) to illustrate the clarity of services.

Warung vs. IT

  • Clarity of Offerings: Warungs have clear menus and offerings.

  • Clear Service Hours: Warungs have defined operating hours.

  • Transparent Menu: Warungs provide transparent menus.

  • Clear Expectations: Warungs set clear expectations for food offerings.

Customer vs. User

  • Differentiating customers vs. users.

  • Internal vs. External Customers/Users

Customer

  • Internal customer: Typically heads of departments. Represents the internal users of the IT services.

  • External customer: Entities outside the company.

  • Need to identify who has the signature for the SLA

User

  • Every person who is using the service.

IT's Role within Company

  • The board of directors makes decisions, and they need to have alignment with customer planning.

  • Board of directors sell goods and services.

  • Business planning needs to be align with IT planning. IT strategic planning.

  • The business plan must have customers.

  • Must have IT governance.

  • Having software, servers, storage, database, network, application, etc.

  • Having IT project management as a realization step of the IT plan.

  • IT strategic planning and IT master plan.

  • Enterprise architecture, can be current or should be, transition in planning towards the model in the future.

IT user

  • It user should not be forced to learn IT.

  • All of the complexity should be gone.

  • IT service management.

  • Disaster Recovery Plan -> Business continuity plan.

  • Best practice building data center cadangan. It's an investment that we never want to use.

  • Cyber security is a must.

Certification

  • ISO 22301 for business continuity plan.

  • ISO 20000 for IT service management aspect.

  • ISO 27001 for information security.

What is IT Service Excellence?

The speaker says that IT Service Excellence consists of three parts:

  1. Layanan (Service)

  2. Jaminan (Guarantee)

  3. Dukungan (Support)

Utility & Warranty to ensure service value

Value = Utility + Warranty

Utility

  • Support Performance: Makes the task easier.

  • Remove Restrictions: Remove limitations. Example: Communication between branches.

Warranty

To be able to provide a functioning service the company should also consider the following:

  • Availability: How long is the service up and available.

  • Capacity: The capacity of the service. Can it be upgraded.

  • Continuity: In case of a problem, how long until the service is up again.

  • Security: Are the services secure, and are there measures to prevent hacking.

Services must meet the four points mentioned above (Availability, Capacity, Continuity, Security).
Services that don't meet all those requirements are not that useful.

SLA documents all of those things.

Questions & Answers

  • Starting point for a new IT company: have an IT master plan. But you may want to have the business plan first.

  • If the business doesn't have the business plan then one can be made at IT.

  • Too many complains from IT, the steps to take, find the root cause for all of the complains.

  • Used the data center as private cloud service for subsidiaries: It can't be a service even if it is external. It just falls under the service catalog.

  • Service should support subsidiary's business in a company.

  • CIA triangle: The goal is to have all three but if must sacrifice one you must remember that one impacts the other, it depends on the need of the company

Reference model and IT service

Need to support the IT service with a process.

ITIL version 3 and 4. ISO 20000 with the IT service management process or SPBE.