Panambulai Building Lt. 2, Jl. Telekomunikasi - Stone Fruit Canal, Bandung, 40257, Indonesia

Services Management System Plan (SMS Plan)

  1. PRELIMINARY

Universities as agents of change in the quality of education in Indonesia requires the application of information and communication technology (ONLY) to support business functions run. Utilization of an integrated information system for higher education can diopimalkan not merely supporting media (supporting tools), but also the engine driving (enabler) business processes and academic activities, non-academic business processes and other business processes.

Development and implementation of integrated information systems require proper steps that universities can achieve the vision and objectives expected. Once the information system operated, universities need to perform management and monitoring services in order to improve higher education quality assurance.

Telkom University, hereinafter referred to as Telkom Unversity, is a private college that is the transformation of the four institutions under the Education Foundation of Telkom (YPT) or Telkom Foundation.

Effective service management is a top priority for Telkom University, given function is very important in the ICT system in Telkom University.

however, still a lot to be gained by Telkom University, in introducing the process of industry good practice standards, including the ability to be more proactive in its approach to IT Service Management and to gain and retain a better understanding of the needs and customers' business plan.

This document represents a design to improve IT service management processes and will be further updated at least every year according to the needs of business development Telkom University.

International Standard for IT Service Management, ISO/IEC 20000, published by ISO and IEC in 2005 and refurbished in 2011. Processes and procedures required by ISO / IEC 20000 largely based on the best practices in the IT Infrastructure Library (CLITORIS) which has grown very significantly to a specification of internationally recognized best practices, and now updated to V3.

Telkom University has initiated the adoption of ITIL and has completed the training of staff to the base rate. As part of that process, Telkom University has decided to obtain full certification to ISO / IEC 20000 in order that the effective adoption of ITIL can be validated by an external third party.

1.1. Scope

The scope of the implementation of the service management system include Information System Development, Attendance System, dan Internet Services.

Table 1 Scope of Service Management System (Information System Development)

Information System Development

   Customer    Technology Used  Provider / Vendor reference Doc.  
  Name  locations      SLA / Contracts  
              
 a.all Telkoma.Interpreter: PHP, HTML5,a)Free License;a)Free license; 
   Directorate / Sector University  JavaScript;b)Inhouse;b)Technical document 
 b.The entire Faculty   b.Framework: iGracias;c)telkomsigma Dashboard SISFO; 
 c.all   c.Database: MySQL, Oracle; (oracle);c)K.TEL032 / HK.810 / D3- 
   Section / Unit   d.Operating system: Linux,d)PT. CSM (Microsoft 10000000/2016;  
          Windows; Windows);d)510/LOG06 / LAM / 2016; 
        e.Compiler: Java;e)Free License (Java); 213100 / UT- 
        f.Toolkit: SVN, Subversion;f)Free License (SVN); 01/CSM / VI / 2016; 
        g.Web Server: Apache,g)Free License (Webe)Free License; 
          nginx; server);f)Free License; 
        h.Library: JQuery;h)Free licenseg)Free License; 
        i.Editor: Notepad++, (Jquerry);h)Free license; 
          PHPStorm; Navicat, Toad;i)Freelicensei)Free License; 
        j.Repository : SVN, GitHub; (Notepad++); CSMj)Free license; 
        k.Project Mgmt tool: (Navicat, Toad);k)Free license; 
          Openproject, Googlej)Free licensel)Free License; 
          Drive; (Repository);m)Free License; 
                  
  1. OPERATION OF POLICY MANAGEMENT SYSTEM SERVICES

Information Systems Directorate Telkom University, committed to complete information technology services in the neighborhood

University by adhering to the following principles :

  1. Ensure the proper functioning of information technology services according to expectations of service users.
  1. Assuring information technology services are developed in accordance with the standards of systems development.
  1. Guarantee provision of technology services according to the expectations of service users.
  1. Guarantee provision of information technology services in accordance with international standards.

In an effort to implement the principles of the service delivery, Information Systems Directorate will communicate the operational implementation of the service management system based on ISO 20000-1:2011 to stakeholders.

  1. TOP MANAGEMENT

Top Management Service Management System establishes guidelines in order to ensure the quality of the application

Service Management Systems, that at least meets the following criteria:

  1. In accordance with the organization's goals, nature, the size and impact of the process organized and managed services.
  2. Includes a commitment to meet the requirements and continually improve the effectiveness of the service management system, and also on continuous improvement of all management systems related.
  3. Provides a framework for setting and reviewing the implementation of governance services
  4. Includes a commitment to comply with the legislation and business contracts in effect within the unitary Republic of Indonesia.
  1. The whole process of the management of the service management system, documented, implemented and maintained.
    1. Service management system needs to be communicated and understood by all those who work in or on behalf of the organization in order to know the duties and responsibilities of each.
     
    1. Service management system needs to be reviewed for compliance continuously and periodically to ensure the application continue to run as expected.
     3.1. bear Responsibility and Commitment Top management is committed to the plan, development, application, implementation, monitoring, sighting, maintenance to increase over the service management system to ensure at least: 
    1. Build communication on the scope and objectives over the service management system.
    2. Ensure service management plan created, implemented and maintained in order to comply with the rules established to achieve the above objectives and meet the criteria of governance services and quality of service.
    3. Build communication on the importance of fulfilling the criteria of service.
    4. Build communication importance of adhering to laws and regulations on the legal and contractual obligations of business.
     
    1. Ensure adequate human resources.
    2. Organizing management evaluation in the form of periodic review meetings
    3. Ensuring top risk identified and managed services.
     3.2. Policy Services Management Systems Top Management Services established a policy management system in order to ensure quality of service management penerapanSistem, that at least meets the following criteria: 
    1. In accordance with the organization's goals, nature, the size and impact of the process organized and managed services.
     
    1. Includes a commitment to meet the requirements and continually improve the effectiveness of the service management system, and also on continuous improvement of all management systems related.
    2. Provides a framework for setting and reviewing the implementation of governance services
  1. Includes a commitment to comply with the legislation and business contracts in effect within the unitary Republic of Indonesia.
  2. The whole process of the management of the service management system, documented, implemented and maintained.
  1. Service management system needs to be communicated and understood by all those who work in or on behalf of the organization in order to know the duties and responsibilities of each.
  1. Service management system needs to be reviewed for compliance continuously and periodically to ensure the application continue to run as expected.

3.3. Authority, Responsibility and communication

Details of the exposure of authority, responsibility and communication method described in the table in Annex RACI.

The coordination and communication in the framework of the implementation of the service management system described in Table 2.

Table 4 Communication

 agenda Communication  Service  Time  parties  Person in charge  Communication method  
     Implementation  communicated      
                 
 discussion of the report Attendance          distribution using 
 SLA achievement of System Services; in accordance with    Business  
    Customer  email or face to face. 
 all services Internet Access SLA commitments  Relationship  
           
 with customers Services             
 Internal – Status Information    all offices Research    
 system development System every week  Development Face to face; 
    internal structural   
 ongoing Development     Information Systems    
             
 External – Information    Action Coordination Meeting Research    
 discussion of the plan System every week (Academic & System Development Face to face; 
 Request Development    Information Information Systems;    

3.4. Management representative

Management representatives who have been appointed by top management, which is believed to have the authority and responsibility that includes:

  1. Ensuring the activities carried out to identify, document and meet the service requirement criteria.
  1. Delegate authority and responsibility to ensure the governance process is designed services, implemented and improved in accordance with the policies and objectives of the service management system.
  2. Ensuring the governance process terintengrasi services with other components outside the service management system.
  1. ensure asset, including license, used in support of service management, managed in accordance with applicable laws and regulations and pay attention to every business need.
  1. Reporting to top management on the performance and improvement of quality of service management system.
  1. THE PROCESS MANAGEMENT SYSTEM MANAGEMENT SERVICES MANAGED BY OTHERS (INTERNAL & EXTERNAL)

Management of processes operated by internal and external parties Telkom University, Service management system needs to pay attention to the following:

  1. The appointment is formally the owner of the process (process owner) as a responsible process penganggung, well as liaison with external parties Telkom University.
    1. The development of formal policies and procedures as a rule and guide operational processes.
     
    1. defining relationships (interface) and interdependencies between processes in the formal policies and procedures.
     
    1. Preparation and adoption service level agreement (LETTUCE) with the internal adjusted in order to meet service level agreement (LETTUCE) with external parties that contain service level commitments of the process.
     
    1. Ensuring application of information systems developed according to the needs of units and UAT.
     
    1. determination process review and audit for the process.
      Details of the management of processes managed by other parties are described in Table 3.Table 5 Mapping Service X Process        Service        Process           Party Management and Reference     Information System  Attendance  Internet Access                     Development  System Services  Services                      Management managed process management provider Goods / Services - Supplier    x x the unit for Finance &  Relationship          Logistics collective agreements,  human Resource management x x x mutations employees and third-party resources managed by Sector Investment financing x x x Managed by Finance on service and logistics.
  2. DOCUMENT CONTROL

The documents required for the service management system and international standards (ISO 20000-1:2011 dan ISO 27001:2013) must be controlled.

Control of all documents that have been conducted in support of the implementation of the service management system can be seen in the form Master List of Documents.

The company has set up a Document Control Procedures which include:

  1. Approve the adequacy of the documents before the published.
  1. Regularly reviewing documents, update, change if necessary and approved for adequacy.
  1. Ensure changes and current revision status of documents are identified.
  1. Ensure that relevant versions of applicable documents available at the place of use.
  2. Ensure documents can be read and can be identified easily.
  1. Ensure that documents of external origin determined by the organization to be necessary for the planning and operation of the service management system, identified, assigned, and distribution controlled.
  1. Prevent the use of obsolete documents and apply suitable identification to them if they are retained for any purpose.
  1. PLAN SERVICE MANAGEMENT SYSTEM

In the application of service management systems, Telkom University had been planning that takes into account a number of considerations in meeting the needs of services includes regulatory aspects and business contracts.

6.1. Target (Objectives)

Based on the customer's business needs, Telkom University has set targets on IT services described on Table 4.

Table 6 Target IT Services

             Monitoring period       
 No  Target  Achievement plan  insurer  Information  Attendance   Internet  Data source  
       answer  System  System   Access    
                      
             Development  Services   Services     
                          
    Measurement results1. Ensuring features infrastructure N/A Monthly Monthly Report 
1  availability systems redundancy/ failover/ and Content           availability 
  is 95% every high availability              service 
                    
    month. mounted on the whole              TUNE & 

6.2. needs Service

Includes business needs, customers and users of the service and the need for service providers to meet the needs of the service. Top management is responsible for ensuring services meet the needs of service commitments.

Both consumers and businesses needs to be documented, monitored, evaluated and managed in order to ensure alignment with the needs of new services and / or changes in services.

Table 7 needs Service

  Service  SLA criteria   Aspects of Information Security  Business priorities  
        (CIA)   (High / Medium / Low)  
               
 Informationa)  Normal development time 6-12 a)Separationenvironmentdevelopment,    
 System month;  testing and production - (CIA)     
 Developmentb)  The percentage level of concordance between b)tightening (hardening)  the system    
     user requirement with system  developed before they're released – (CIA).  High 
     developed at least 93% c)Testing and evaluation of the limitations / projection  
          
         capacity (A).       
        d)Refers managed design changes    
         the procedure changes (I).     
 Attendance Referring to document SLA Applications a)Policysecurityinformationnot yet    
 System Presence-BAP / RFID, version 1.1, 3 January  assigned    High 
 Services2017         
            
              
 Internet Referring to document SLA TUNE, a)Policysecurityinformationnot yet    
 Access version 1.3, 3 January 2017  assigned    High 
 Services             
5.3limitation          
  Limitations imposed by Telkom University as a service provider in performing the services 
  identified are described in Table 6.          

Table 8 Limitations in Organizing Service

 No  Explanation        dimension Limitations  
        SDM  Technology  finance  Information  
                   
1  inability service Internet Access Services to meet the criteria             
    availability (availability) yet due fully componentservice    X       
    apply the principles redundancy, backup/restore sistem, failover dan           
                 
    High-availability                 
2  Differences in understanding the definition of major changes on the service because             
    there is no documentation that defines the category of major changes X       X 
    equally agreed between the service providers with the         
                 
    customer.                 
3  Scenarios on emergency response action plan had not been established.  X       X 
4  The maximum simultaneous connections(concurrent connection)service    x       
    “TUNE” 15000 users;               
                     
5  User maximum that can be handled in several types Access point             
    (based on the technical specifications of the equipment)                 
     type AP Capacity               
     Cisco 200      x       
     Ubiquity Unifi 30               
     Ubiquity Nano 20               
     Juniper 200               

6.3. Policy, Standard, Law, Regulation and Business Contract

Plan service management system implementation is noticed obligations Telkom University, as service providers to fulfill obligations on compliance standards, law, regulatory and business contracts.

      Table 9 product Compliance           
           product Compliance  
  No  Explanation   Standard   regulation  Contract  
                  Business  
     Compliance organizer system that attention to aspects of the electronic system     THEITENo.   
 1  The electronic system reliability     11Year   
            2008     
 2  Compliance is based on a system of governance servicesmanagement services ISO          
   international   20000:2011         
                 
     Conformity governance services concerning the aspect of information security     regulation   
 3           MCIT   
            No. 4 Year    
                 
            2016     
 4  Liabilities towards fulfillment service levels based on business contracts         Document  
   with customers           contract  
                  

6.4. framework Authority, Duties and responsibilities

The powers and responsibilities relating to the management of IT Service Management System is defined in the organizational structure of the service management system Telkom University, described in the table RACI.

6.5. Resources Needed to Achieve Objectives

In order to achieve the objectives set out in service management plan this, needed resources as follows:

6.5.1. Human Resources

Human resource alignment means integrating human resources capacity in order to achieve the company's goals. By integrating human resources and then manage them effectively and responsibly, then the company's objectives will be achieved.

Mapping on the main processes in the service management system on the organizational structure is documented separately (ref: Organizational structure) and some additional resources such as contractors / vendors involved are documented separately (ref: List of Vendors) of Service Management Plan was.

Periodically do review the adequacy of human resources and capacity for current needs and projections for future periods to meet business needs.

6.5.2. Technical Resources

Technical resources is the use of teknlogi needed to achieve corporate goals.

The use of technology on each of the services described in sub-section (1.1 Scope).

6.5.3.    Information Resources

Information resources is the information needed to support the implementation of IT Service Management System Effective, as follows:

  • Standard ISO / IEC 20000 on IT Service Management.
  • Membership in ITSMF forum or other similar forums.

6.5.4. Financial Resources

Financial resources are the costs involved in the business process to achieve corporate goals.

Financial need is defined every year follow procedures.

The structure and components of the service fee is described as the diagram in Figure 1.

6.6. Communication Approach With Others (Internal external) Involved in Process DTNCS

In the course of the planning process, development of updates and / or new services (DTNCS, Telkom University also in contact with other parties both internal and external. The approach taken to ensure the quality of the services provided is maintained separately documented in document procedures (ref: Procedure Information System Development).

6.7. Relationship and Interaction Between Service Management System Process.

Process management services closely related to each other, with output from one process becomes input for other processes. There is no overall process models that become best practice, but the diagram in Figure 2 shows the interaction between the processes occurring in Telkom University:

Picture 2 Interaction Between Service Management System Process

6.8. Approach Used In Risk Management

In terms of the risk management process planning, then the company must:

  • Defining the methodology risk assessment in accordance with the process-based IT services and information security determines the level of risk acceptance criteria.
  • To do risk assessment as a reference in the implementation of the information security process.

Guidelines for identifying and assessing these risks are described in a separate document (ref: Risk Management Guidelines).

6.9. Repair Service Management System

Effectiveness of the IT Service Management System will be measured by the main indicator for each process associated. This indicator should be based on customer needs and should be reviewed periodically at least once a year. Implementation of IT Service Management System will also be the subject of internal audit against ISO / IEC 20000 with the intention of identifying any nonconformity before monitoring said external performed. Internal audit activity regulated in the established procedure (ref: Internal Audit Procedure).

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