Service Management-1

Service Management Hafizurrachman fkmui

Trusted by over 1 million members

Try Scribd FREE for 30 days to access over 125 million titles without ads or interruptions! Start Free Trial Cancel Anytime.











Definisi dan Tujuan \u2022 Service Management didefinisikan sebagai bagian dari Supply Chain Management yang merupakan gabungan antara penjualan yang terjadi dan pelanggan; \u2022 Tujuan adalah mengoptimalkan rantai











\u2022 Service Management saat ini sebagai bagian dari strategi bisnis; \u2022 Untuk mempertahankan pertumbuhan organisasi dan











Keuntungan adanya SM • Biaya service dapat berkurang

• Menurunkan biaya inventori/ gudang; • Service quality terhadap customer











SM untuk optimalisasinya memperhatikan 1. Service strategy and service offerings – – – –

Service Strategy Definition Service Offerings Definition & Positioning Go-To-Market Strategy Service Portfolio Management

2. Spare parts

– Parts Supply Management – Inventory Management Parts Demand Management











4. Field Service Management or Field force effectiveness – Technician Enablement

5. Customer management

– Order Management & Availability Channel & Partner Management













• Service management, disebut juga IT











• Service management digunakan bersama dengan operations support systems.











• Beberapa komponen service manajemen:











• Service Management biasa digunakan tipe lain











Service Management Customer Service Management Enterprise Asset Management

Service Sales & Marketing

Service Planning & Forecasting

Investment Planning & Design

Service Parts Management

Procurement & Construction

Service Procurement Management

Maintenance & Operations

Service Operations Management

Decommission & Disposal

Customer Service Management Analytics Asset Life-Cycle Analytics













Service Management













Service Management

















































theory innovatively to solve a real business problem

































How will this impact customer, employees, partners Have we done this before













































Unsustainable change, people revert back to old













effectively assess the impact of incidents and















# 7 Process Architecture Symptoms

Lack of understanding of process intent or desired objectives - WHY?

Processes overly complex and prescriptive High compliance overhead Implementation generating too much change











# 7 Process Architecture Policy Statement of Process Intent

Process One Page, Role Based, High Level Process Flow

Procedures











#8 Clear Business Engagement Model Symptoms Lack of strategic input from the business Business complain about IT service delivery IT ‘fear’ consultation with the











#8 Clear Business Engagement Model Business Units Executive Management

IS Executive Management

Strategy and Architecture

Strategic, policy and architecture alignment IT Business Representative

Customer Relationship Management

Service Level Management

Service Level, Service Design and Deployment interface











#9 Plan to Improve Symptoms

Lack of traction; people go back to old ways of working

Process no longer meets business needs No induction for new staff - dilution of process













#9 Plan to Improve











#10 Situational Management











Summary 0 observations - 10 pragmatic











• Terima kasih & Selamat Berpuasa

Service Management-1

Recommend Documents