itsm manuals and video progress

1. M A N A J E M E N L A Y A N A N
T E K N O L O G I I N F O R M A S I
I S 1 8 4 5 1 7
I T S M M A N U A L S A N D F I N A L P R O J E C T
V I D E O P R O G R E S S
Anisah Herdiyanti, M.Sc, ITILF
anisah@is.its.ac.id
Management of Information Systems Laboratory
Department of Information Systems

2. O P E N I N G

3. L E A R N I N G
T H E I T S M
C O N C E P T
T H R O U G H A
S I M U L A T I O N

4. A G E N D A
• Introduction
• Step-by-steps
• Important Dates

5. I N T R O D U C T I O N
I T S M F I N A L P R O J E C T

6. L E A R N I N G G O A L S
SCLO-PS-01: Mahasiswa mampu membuat simulasi proses
Manajemen Layanan TI
SCLO-PS-02: Mahasiswa mampu mempergunakan tools
Manajemen Layanan T

7. F I N A L P R O J E C T P U R P O S E
• Contribute to improving awareness on the ITSM processes based on the ITIL
V3 – 2011 Best Practice.
• Serve as a learning materials for those who study ITSM subject at the
undergraduate level.
• Apply the concept of ITSM processes through a teamwork-based simulation

8. F I N A L P R O J E C T D E L I V E R A B L E S
• Simulation Video
• Duration: 2 – 3 minutes
• Publication Media: Youtube Channel (will be provided by our graders)
• Media Content:
✓ ITIL Process concept (max 1 minute), including key concepts (definition), key activities (process), and key
stakeholders (process owner, service owner, etc.)
✓ ITIL Process simulation (max 2 minute), should use at least one ITSM (free) tools among the five processes
assigned to each group. Also be aware of the group topic to serve as a basis for providing illustration
(example) during simulation).
For instance, you may use an ITSM tool for ITIL Process in the Service Operation that are widely available online.
• Video Subtitle : Bahasa Indonesia
• Video Description: A general description on the ITIL Process concept, and the team member contributed
to the video making (just like at the end of a movie).
• ITSM Manuals – for ITSM tools simulation for 1 (one) ITIL process
• ITSM Video Progress – showing the video progress on the video making of ITIL processes

9. S T R U C T U R E D L E A R N I N G E X P L O R E I T S M T O O L S
https://www.trustradius.com/it-service-management-itsm https://www.inform-it.org/free-helpdesk-tools-for-itilitsm/

10. V I D E O P R O G R E S S S T E P S -
B Y- S T E P S
F I N A L P R O J E C T K E Y A C T I V I T I E S

11. P R E P A R A T I O N
1. Collect all the related materials – such as short video, images, documents,
simulations that can support your video progress
2. Prepare for the video equipment and supporting materials.
3. Make a draft of scenario for the video progress that can fit 2-3 minutes
video

12. V I D E O P R O G R E S S M A K I N G
1. Arrange for the video progress making
2. Create a video progress of your final project works on ITIL processes
a) The video should contain sequel of behind-the-scene activities showing how your group
manage to create video simulation for each IT processes assigned to your group.
b) The video may include cut video, pictures, documents, or other activities that can show
your teamwork during the video making
c) The video should last between 2 – 3 minutes.
d) The video may contain information for several IT processes simulation.
3. Perform video recording!

13. P O S T - S I M U L A T I O N
1. Process the video (rendering, providing subtitles, member information, ITS
and SI logo, etc.)
2. Upload the video on a Youtube Channel (will be provided by our graders)
before the deadline! (see the Final Project Schedule).
3. Provide video description, including a general introduction and all members
contributed to the video making.
4. Report the video link in the excel sheet (https://intip.in/2020ITSMFP).

14. I T S M M A N U A L S S T E P S -
B Y- S T E P S
F I N A L P R O J E C T K E Y A C T I V I T I E S

15. S T E P B Y S T E P
1. Choose one ITIL Process that uses ITSM tools for the process simulation.
For instance, choose incident management process within which Service Desk tool is applied.
2. Collect all the related materials for ITSM tools setup, including download link for installation, installation manual,
configuration manual after installation
3. Create a template for ITSM manuals that cover the following content:
a) ITSM tool description : an overview of the ITSM tool, pros and cons of the ITSM tool, and what ITIL processes can
the tool support
b) Installation toolkit : step-by-step to download the toolkit
c) Installation manuals: step-by-step to install the ITSM tool
d) Configuration manual: step-by-step to configure the ITSM tool before using the tool for a simulation
e) ITSM Simulation: list of activities for ITIL process simulation using the ITSM tool, screen shoot of the simulation
The template should follow the following format: A4 page – 1.5 spacing, 2-2-2-2 margin, minim. 3000 words, max. 35
pages.
4. Report the ITSM manual link in the excel sheet (https://intip.in/2020ITSMFP).

16. I M P O R TA N T DAT E S
S C H E D U L E A N D K E Y D E L I V E R A B L E S

17. D E A D L I N E S !
ITIL Phase WHEN the video should be available via the
Youtube Channel
Service Strategy MONDAY, Oct 26, 2020
Service Design SUNDAY, Nov 1, 2020
Service Transition SUNDAY, Nov 8, 2020
Service Operation SUNDAY, Nov 15, 2020
Continual Service Improvement SUNDAY, Nov 22, 2020
ITIL Manuals MONDAY, Nov 23, 2020
FRIDAY, Nov 27, 2020 at 4 pm the latest via
https://intip.in/2020ITSMFP
ITIL Video Progress FRIDAY, Nov 27, 2020 at 4 pm the latest via
https://intip.in/2020ITSMFP

18. C LO S I N G

19. F U R T H E R R E A D I N G S
• [BOOK] ITIL V3 – 2011 Service Strategy, Service Design, Service Transition,
Service Operation, Continual Service Improvement
Axelos – ITIL V3, 2011