Service Management Service

1. 1
Sosialisasi
Seri SNI ISO/IEC 20000
Sistem Manajemen Layanan
Sarwono Sutikno, Dr.Eng.,CISA,CISSP,CISM
Ketua WG Tata Kelola dan Layanan TI
PT35-01 Teknologi Informasi
Makassar 7 Mei 2014

2. Current:
• Director of Certification – CRISC & CGEIT, ISACA Indonesia Chapter
• ISACA Academic Advocate at ITB
• SME for Information Security Standard for ISO at ISACA HQ
• Associate Professor at School of Electrical Engineering and Informatics, Institut Teknologi Bandung
• Ketua WG Layanan dan Tata Kelola TI, anggota WG Keamanan Informasi serta Anggota Panitia Teknis 35-01
Program Nasional Penetapan Standar bidang Teknologi Informasi, BSN – Kominfo.
Past:
• Ketua Kelompok Kerja Evaluasi TIK Nasional, Dewan TIK Nasional (2007-2008)
• Plt Direktur Operasi Sistem PPATK (Indonesia Financial Transaction Reports and Analysis Center, INTRAC), April
2009 – May 2011
Professional Certification:
• Professional Engineering (PE), the Principles and Practice of Electrical Engineering, College of
Engineering, the University of Texas at Austin. 2000
• IRCA Information Security Management System Lead Auditor Course, 2004
• ISACA Certified Information System Auditor (CISA). CISA Number: 0540859, 2005
• Brainbench Computer Forensic, 2006
• (ISC)2 Certified Information Systems Security Professional (CISSP), No: 118113, 2007
• ISACA Certified Information Security Manager (CISM). CISM Number: 0707414, 2007
Award:
• (ISC)2 Asia Pacific Information Security Leadership Achievements (ISLA) 2011 award in category Senior
Information Security Professional. http://isc2.org/ISLA
2
Sarwono Sutikno, Dr.Eng.,CISA,CISSP,CISM

3. Bloom’s Taxonomy of Educational Objectives
Apply
Comprehend
Remember
list, recite
explain, paraphrase
calculate, solve,
determine, apply
Analyze
compare, contrast, classify,
categorize, derive, model
Synthesize
create, construct, design,
improve, produce, propose
Evaluate
judge, critique, justify,
verify, assess, recommend

4. Kategori Kontrol berbasis Risiko
4
Source: Transforming Cybersecurity: Using COBIT 5, ISACA, 2013

5. Kerangka dan Standar – tinjauan
SNI ISO
38500
COSO
PP60/
2008 COBIT
ITIL v2 ITIL v3
SNI ISO
20000
SNI
ISO
2700x
SNI
ISO
900x
Common
Criteria
SNI ISO
15408
boardlevelmanagementtechnical
SNI ISO
27013

6. Seri SNI 20000 - Sistem Manajemen Layanan
ISO/IEC 20000-1:2011
SNI ISO/IEC 20000-1:2013 Teknologi Informasi - Manajemen Layanan - Bagian 1:
Persyaratan sistem manajemen layanan IEEE Std 20000-1-2013
ISO/IEC 20000-2:2012
SNI ISO/IEC 20000-2:2013 Teknologi informasi - Manajemen layanan - Bagian 2: Pedoman
penerapan sistem manajemen layanan IEEE Std 20000-2-2013
ISO/IEC TR 20000-3:2012
SNI ISO/IEC TR 20000-3:2013 Teknologi informasi - Manajemen layanan - Bagian 3: Pedoman
pendefinisian lingkup dan kesesuaian dari SNI ISO/IEC 20000-1
ISO/IEC TR 20000-4:2010
SNI ISO/IEC TR 20000-4:2013 Teknologi informasi - Manajemen layanan - Bagian 4: Model
referensi proses
ISO/IEC TR 20000-5:2010 – replaced by ISO/IEC TR 20000-5:2013
SNI ISO/IEC TR 20000-5:2013 Teknologi informasi - Manajemen layanan - Bagian 5: Contoh
acuan perencanaan implementasi SNI ISO/IEC 20000-1
ISO/IEC 27013: 2012
SNI ISO/IEC 27013: 2013 Teknologi informasi - Teknik keamanan - Pedoman penerapan
terintegrasi SNI ISO/IEC 27001 dan SNI ISO/IEC 20000-1
Akan diusulkan menjadi SNI ISO/IEC TR 20000-10:2013
Information technology -- Service management -- Part 10: Concepts and terminology 6

7. 7

8. Month 200X Page 8
Process assessment  Action plan
•Assessment of the audited processes and Actions plan to reach level .
•Extend assessment througth the overall organisation to be able to
compare same referential with same objectives and continuity of
processes
Lvl 5 : Value
Lvl 4 : Service
Lvl 3 : Proactiv
Lvl 2 : Reactiv
Lvl 1 : Chaos
Incident
Management
Change
Management
Problem
Management
Service Level
Management
Service Desk
Problem Management
Implementation
Knowledge
Improvement
Communications Process
RFC Process
OLAs Implementation
Catalogues of Services
Improvement

9. Trying to Run Before Walking
Reactive
Proactive
 Analyze trends
 Set thresholds
 Predict problems
 Measure appli-
cation availability
 Automate
 Mature problem,
configuration,
change, asset
and performance
mgt processes
 Fight fires
 Inventory
 Desktop SW
distribution
 Initiate
problem mgt
process
 Alert and
event mgt
 Measure component
availability (up/down)
 IT as a service
provider
 Define services,
classes, pricing
 Understand costs
 Guarantee SLAs
 Measure & report
service availability
 Integrate processes
 Capacity
mgt
Service
Value
 IT as strategic
business partner
 IT and business
metric linkage
 IT/business
collaboration
improves business
process
 Real-time
infrastructure
 Business planning
Level 2
Level 3
Level 4
Chaotic
 Ad hoc
 Undocumented
 Unpredictable
 Multiple help
desks
 Minimal IT
operations
 User call
notification
Level 1
Tool Leverage
Manage IT as a Business
Service Delivery Process Engineering
Operational Process Engineering
Service and Account Management
Level 5

10. Diskusi
10