(ONLINE) ITIL Indonesia Community - IT Operation Practical Approach

1. ITIL Indonesia Meetup – “IT Operation Practical
Approach”
ITIL Indonesia Jakarta, October, 21 2020

3. Perkenalkan…
 IT System Engineer at PT. Lufthansa Systems Indonesia, 2008-2010
 IT Infra Planning Lead; Change Manager; End User Support Lead at
PT. Aero Systems Indonesia, 2010-2016
 IT Operations Lead at PT. Datacomm Diangraha, 2016-2019
 IT Digital Banking Service Lead at PT. Bank BTPN, 2019-Present
 Teknik Elektro Universitas Trisakti
 Manajemen Sistem Informasi Binus University
Fishing, Cycling, Travelling
 Vmware User Group Indonesia (VMUGID)
 Openshift User Group
 ITIL Indonesia
 Linux User Group
 Indonesian Cloud Forum
https://linkedin.com/in/ariefiqbal/

4. Agenda
• IT Operation in Brief
• The Critical Factors
• IT Operation – a practical way
• Our Journey Has Just Begun
• Q & A

5. A bit of History and Definition
ITIL v3
ITIL v1 ITIL v2 ITIL v3 ITIL v4
Services are a means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership
of specific costs and risks.
Service management is a set of specialized organizational capabilities for providing value to customers in the form of services.
IT Infrastructure Library (ITIL) is a Framework which provides guidance to service providers on the provision of quality IT services,
and on the processes, functions and other capabilities needed to support them

6. ITIL v3 – Service Operation
The purpose: to coordinate and carry out the
activities and processes required to deliver and
manage services at agreed levels to business users
and customers.
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management

7. Today’s ITIL
Management Practices in ITIL4 supported by the SVC
ITIL v4 provides an emphasis on the
business and technology world, how
it works today, and how it will work
in the future with Agile, DevOps and
digital transformation.

8. Why is it so important..

9. Banking Risk Management

10. Downtime Nightmare
https://priceonomics.com/quantifying-the-staggering-cost-of-it-outages/

11. IT Operation – a Practical Way

12. Cricital Component of IT Operations
• Availability management
• Monitoring and event
• Service Desk
• Incident and Problem management
• Service Request
• Change Control
• Capacity and Performance

13. Availability Management
The Purpose: To ensure that services deliver agreed levels of availability to meet the needs of customers and users.
Key Measurement:
User
outage
minutes
User
satisfaction
Number of
lost
transactions
Lost
business
value
SLA Formula: (24hr x <days>) x (100% - SLA) x 60min
SLA 99,9%: (24hr x 30 days) x (100% - 99,9%) x 60min
Allowable downtime for 30 days = 43,2hr
https://uptime.is
What usually went wrong:
Unclear agreement

14. Monitoring and Event
The Purpose: systematically observe services and service components, and record
and report selected changes of state identified as events
Services/Systems/CIs
Identification
Thresholds and other
criteria
Crystal Clear
SOP and automation
What usually went wrong:
Un-readable monitoring; lack of general knowledge
Server
Network
Storage
Application
Database
Data Center
Security

15. Service Desk
The Purpose: to capture demand for incident resolution and service requests. It should also be the entry point
and single point of contact for the service provider with all of its users.
Soft Skill
Hard Skill
Escalation
Matrix
L1
L3
L2
L4
Local
Service Desk
Central
Service Desk
Follow the Sun
Service Desk
What usually went wrong:
Unclear customer demand
Email
Tablet
Phone
Ticketing
System
Case
Category
Case
Type
PIC

16. Incident Management
The Purpose: to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
The source of all kinds of panic is UNKNOWN
Stay calm and follow the procedure
Strict with the Incident Severity Level
Make sure a good communication
Rollback!
Blameless Post Mortem
Alert
Ack
Logging
Identify
Investigate
Resolution
Finish
Open In Progress Resolved
What usually went wrong:
Lack of KB; mishandled process; wrong escalation;
one man do everything
Knowledge Based update
High
Medium
Low

17. Incident Handling Process

18. Incident and Problem Management
The Purpose: to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing
workarounds and known errors.
Workaround
Fixing
Enhancement
 To mitigate risk
 Short term
 Long term
5 WHY ?
What usually went wrong:
Single point of view analysis
4p Problem
Identification
Problem
Control
Error Control KMDB

19. Service Request
The Purpose: to support the agreed quality of a service by handling all pre-defined,
user-initiated service requests in an effective and user-friendly manner.
service delivery action
information
access to a resource or service
provision of a resource or service

20. Change Control
The Purpose: to maximize the number of successful service and product changes by ensuring that risks have been
properly assessed, authorizing changes to proceed, and managing the change schedule.
• Standard changes: Low-risk, pre-authorized changes
• Normal changes: Changes that need to be scheduled,
assessed, and authorized
• Emergency changes: Changes that must be implemented
as soon as possible
What usually went wrong:
Lack of performance & feature test; rash delivery; uninformed changes

21. Capacity and Performance
The Purpose: to ensure that services achieve agreed and expected performance, satisfying current and future
demand in a cost-effective way.
Service performance
and capacity analysis
service performance
and capacity planning
What usually went wrong:
Under/over estimated capacity
 Research and monitoring of the current service performance
 Capacity and performance modelling
 Capacity requirements analysis
 Demand forecasting and resource planning
 Performance improvement planning.
CAPEX/OPEX

22. The Journey has just begun

23. IT Operation and Agile Practice
Incident Handling
Problem Handling
Change Control
Capacity Plan
Backlog Community
of Service
Service Management Practice Technical Management Practice
Monitoring and Event
.
.
.
ITIL v4

26. Stay Connected With Us!
ITIL Indonesia
(t.me/itil_id)
ITIL Indonesia @itil_id
ITIL Indonesia
ITIL Indonesia
@itil_indonesia
ITIL Indonesia

27. Thank You!