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IT Service Management for Hotel
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IT SERVICE MANAGEMENT UNTUK MENGATASI GAP DALAM JASA PELAYANAN PELANGGANG HOTEL
Dr. Yeffry Handoko Putra
Magister Sistem Informasi Magister Manajemen
SEMINAR SEHARI IT SERVICE MANAGEMENT PADA PERHOTELAN8 November 2013
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A Hotel Service Management Strategy & Planning - a quick way of getting started…
Rapid and structured technique for triaging customer pain points
Rapid planning approach for IT service management capabilities
Generates a collaboratively-developed strategic initiatives roadmap
Based on accepted IT standards and practices like ITIL®, ISO & COBIT® Identify and prioritize your most urgent priorities
What hurts the most?
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Hotel Service Management: No longer just an IT problem
Hotel are trying to solve real business challenges
Hotel Service management needs to address these business issues
Leverage accepted standards such as ITIL, ISO, COBIT
The right approach is to consider all the models and frameworks while staying focused on the business problem to be solved
The real goal…
“How do I deliver Hotel business value?”
Literature Review
In a later Parasuraman et al. (1988) work, the authors reduced the original ten dimensions to five. Each dimension is measured by five items (a total of 22 items across the five dimensions). The definitive five dimensions were:
1) Tangible: the appearance of physical facilities, equipment, and personnel.
2) Reliability: the ability to perform the promised service dependably and accurately.
3) Responsiveness: willingness to help customers and provide prompt service.
4) Assurance: the knowledge and courtesy of employees, and their ability to inspire trust and confidence.
5) Empathy: the level of caring and individualized attention that the firm provides to its customers.
Perceived Service Quality
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Hotel Service Management is Complex
Changing Business Expectations
Evolving IT Environment
Stages in the Adoption of ITIL
Continual, Proactive Service Improvement
Lack of Skills and Resources
Service Management is evolving and changing. Realizing business value means embracing a continual mode of learning and evolving set of processes and experience.
“How do I put this all together?”
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You need well-trained people armed with the right information to execute well-defined, technology-enabled processes to deliver high-quality services to the business functions they support
People• Roles, teams and functions• Skill requirements• Job descriptions• Performance indicators
Process• Technology and information requirements• Policies and governance• Process design• Detailed workflows• Workflow implementation• Procedures
Information• Information requirements • Data model• Information flows• Interfaces and integration• Measurements• Reports
Technology• ISM architecture• Tool requirements• Tool evaluation and selection• Tool installation
• Staffing levels• Resource acquisition• Training curriculum• Staff training
• Development environments• Customization and integration• Testing• Deployment
Moving from best practices to effective implementation
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Standards and Best Practices… Alphabet Soup?
CMMI-DEV, CMMI-ACQ, CMMI-SVC
ISO 9001
ISO/IEC 38500
ISO/IEC 15504
ISO/IEC 20000
ISO/IEC 90003
ISO/IEC 38500
ISO/IEC 15504
ISO/IEC 20000
ISO/IEC 90003
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CMMI-DEV, CMMI-ACQ, CMMI-SVC
ISO 9001
ISO/IEC 38500
ISO/IEC 15504
ISO/IEC 20000
ISO/IEC 90003
ISO/IEC 38500
ISO/IEC 15504
ISO/IEC 20000
ISO/IEC 90003
CMMI-DEV, CMMI-ACQ, CMMI-SVCCMMI-DEV, CMMI-ACQ, CMMI-SVC
ISO 9001
ISO/IEC 38500
ISO/IEC 15504
ISO/IEC 20000
ISO/IEC 90003
ISO/IEC 38500
ISO/IEC 15504
ISO/IEC 20000
ISO/IEC 90003
The “crux” of service management is how do you get from “knowing” best practices to “doing” them?
“we know” “we do”
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Service Strategy Processes
Service Design Processes
Service Transition Processes
Service Operation Processes
Continual Service Improvement
ProcessesFinancial Management
Service Portfolio Mgmt Service Level Management
Capacity Management
Demand Management
Strategy Generation
Availability Management
Service Continuity Management
Information Security Management
Supplier Management
Change Management
Service Asset and Configuration Management
Transition Planning & Support
Release & Deployment Management
Event Management
Knowledge Management
Service Validation & Testing
Service Evaluation
Request Fulfillment
Operation Management
Incident Management
Problem Management
Service Lifecycle Governance Processes Service Lifecycle Operational Processes
Service Catalog Management
Access Management
Service Reporting
Service Measurement
Service Improvement
ServiceTransition
Continual ServiceImprovement
Cont
inua
l Service
Impr
ovem
ent
Continual Service
Improvem
ent
ServiceOperation
ServiceDesign
ServiceStrategies
ITIL
Governance MethodsStandards Alignm
ent
Case S
tudies
Te
mp
lates
Scal
abili
ty
Quick Wins
Qualifications
Study Aids
Knowledge
& Ski
lls
Sp
ecia
lty
To
pic
s
Executive Introduction
ServiceTransition
Continual ServiceImprovement
Cont
inua
l Service
Impr
ovem
ent
Continual Service
Improvem
ent
ServiceOperation
ServiceDesign
ServiceStrategies
ITIL
ServiceTransition
Continual ServiceImprovement
Cont
inua
l Service
Impr
ovem
ent
Continual Service
Improvem
ent
ServiceOperation
ServiceDesign
ServiceStrategies
ITIL
Governance MethodsStandards Alignm
ent
Case S
tudies
Te
mp
lates
Scal
abili
ty
Quick Wins
Qualifications
Study Aids
Knowledge
& Ski
lls
Sp
ecia
lty
To
pic
s
Executive Introduction
Governance MethodsStandards Alignm
ent
Case S
tudies
Te
mp
lates
Scal
abili
ty
Quick Wins
Qualifications
Study Aids
Knowledge
& Ski
lls
Sp
ecia
lty
To
pic
s
Executive Introduction
ITIL v3 brought about a change to focus on the Service Lifecycle
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Service Management Standards are expanding
20000-3 advice20000-XX Step 1
20000-XX Step 2
20000-XX Step 3
Incr
emen
tal
app
roac
h
20000-2 advice
Sin
gle
ste
p ap
pro
ach
ISO IEC 20000-1 Service Mgmt Requirements
Mappings Service Management Process (Maturity)
AssessmentISO/IEC 15504-8
Service ManagementProcess Reference
ModelISO/IEC 20000-4
Study Group Reports
The ISO IEC 20000 Series of International Standards for Service Management
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ISACA/ITGI - COBIT, Govenance
COBIT, Governance, Security, Business Case….
New focus on Service Management
ISO IEC 38500 Guidance
COBIT in continual improvement – Management Controls of IT Services
Management Control and Governance of IT Services – not just security and audit focus
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eTOM Release 8.0 Business Process Framework for Enterprise Management
Stakeholder & Ext. Relations Management
Business Development
Strategic Business Planning
Enterprise Architecture Management
GroupEnterprise
Management
Strategic & EnterprisePlanning
ITIL Release & Deployment Management
ITIL Change Management
Community Relations
Management
Corporate Comms & Image
Mgt
ShareholderRelations
Management
Regulatory Management
Legal Management
Board & Shares/Secur.Management
Knowledge & Research
Management
Knowledge Management
ResearchManagement
Technology Scanning
Enterprise EffectivenessManagement
Enterprise Quality
Management
Process Management
& Support
Program& Project
Management
Enterprise Performance Assessment
Facilities Management
& Support
ITIL Event
Management
ITIL Incident
Management
ITIL Continual Service
ImprovementITIL Request Fulfillment
ITIL Service Catalogue
Management
ITIL Service Asset & Confg Management
ITIL Service Level
Management
ITIL Info Security Management
Enterprise RiskManagement
Security Management
Business Continuity
Management
Fraud Management
Insurance Management
Audit Management
Revenue Assurance
Management
ITIL Problem
Management
ITIL Availability
Management
ITIL Capacity
Management
Human Resources
Management
Organization Development
HR Policies& Practices
Workforce Strategy
Workforce Development
Employee& Labor
Relations Mgt
Financial & Asset
Management
AssetManagement
Financial Management
ProcurementManagement
ITIL Service Continuity
Management
www.tmforum.org
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Mappings between models is routinely required in all service management initiatives
Reference Model Purpose
ITSM best practices (ITIL)
Best practices for IT service management
COBIT IT governance control
Sarbanes-Oxley US regulatory compliance for IT
CMMI Improving project processes
eSCM eSourcing
eTOM Standard for telecom industry processes
ISO/IEC 17799 Measuring quality of information security management
ISO/IEC 19770 Managing software assets
ISO/IEC 20000 Measuring the quality of IT service management
ISO/IEC 27001 Specification for information security management systems
PRM-IT Process reference model for IT
RUP Software and systems development process
Six Sigma Continuous improvement of processes
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Implementation methods, assets and skills
Governance model
Capability maturity improvement approach
Design & implementation methods
Project management
Tool Vendor Relationships and “one throat to choke” if possible
Reuse intellectual assets if possible
What else does it take to successfully implement best practices?
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Investment in our People
Investment in Service Management Technology
Investment in Service Management Best Practices
Hotel Investment in Service Management based on IBM
In the last 5 years, IBM has invested over $50 billion to advance Service Management
Leverage years of experience, thought leadership and proven best practices to navigate your way to realizing Service Management benefits
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We take an integrated approach to best practices
Services Reference Model for IT™
Pro
cess
Ref
eren
ce M
od
el ™
ISM
Ref
eren
ce A
rch
itec
ture
Org
aniz
atio
n R
efer
ence
Mo
del
Info
rmat
ion
Ref
eren
ce M
od
el
Governance Model
Business Component Models
IBM Service Management Model™
Mappings, Other GuidanceMappings, Other Guidance
Software, Systems, Software as Service, Cloud, Appliances,
Financial Services, Business and IT Services, Managed Services
Val
ue
IBM Service ManagementTransforming Assets Into Business Value
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IBM has developed an entire set of intellectual assets to help clients adopt and adapt best practices and standards
IBM
De
ve
lop
me
nt
ITIL
Other Models
Academia
Pu
bli
c D
om
ain
De
ve
lop
me
nt
IBM Information Systems Management
ArchitectureInformation System Management Architecture
Resource planningCapacity planningBudget planning
Skills planningTactical plan mgmt.
DevelopmentplanningApplication planningData planningSystems planningProject planning
ManagementplanningManagement systemplanningManagement systemmonitoring
Service planningService mkt. planningService level planningRecovery planningSecurity planningAudit planning
Strategic planning and controlBusiness strategic planningArchitecture definitionI/S strategic planning and control
Strategiclevelprocesses
D
Development andMaintenance controlProj. assignmentProj. schedulingProj. controllingProj. requirement controlProj. evaluating
Resource control
Change controlResource anddata inventorycontrol
Service Control
Production and Dist.schedulingResource and dataperformance controlProblem controlService evaluating
Administrative services
Financial administrationStaff performanceEducation/training
Information services
ProductionDistributionCustomer servicesService marketing
Operationallevel process
Tactical level process
Development andMaintenance Application/softwaredev. & upgradeAppl./soft. procurement & upgradeHardware/facilityinstall. & upgradeMaintenanceTuning and system balancingManagement systemdev.. & upgrade
IBM IT Process
Model
IBM Component Business Model for the Business of IT
IBM Process Reference Model
for IT
SatisfyCustomerRelation-
ships
Manage ITBusiness
Value
Support ITServices andSolutions
Deliv
er
Operat
ional
Servi
ces
Manage IT
Assets and
Infrastructure
Provi
de
Ente
rpris
e IT
Man
agem
ent
Syste
m
Realize
SolutionsDeploy Solutions
The business
The technology
Planning to implement service management
Application management
The business
perspective
ICT Infrastructure management
Service management
Service delivery
Service support
Security management
The business
The technology
Planning to implement service management
Application management
The business
perspective
ICT Infrastructure management
Service management
Service delivery
Service support
Security managementSoftware Asset ManagementSoftware Asset Management
The business
The technology
Planning to implement service management
Application management
The business
perspective
ICT Infrastructure management
Service management
Service delivery
Service support
Security management
The business
The technology
Planning to implement service management
Application management
The business
perspective
ICT Infrastructure management
Service management
Service delivery
Service support
Security managementSoftware Asset ManagementSoftware Asset Management
Managers Set
Service Delivery
Set
Service Support
Set
Computer Operations
Set
Networks Set
Software Support
Set
Environmental Strategy Set
Environmental Management
Set
Office Environment
Set
Managers Set
Service Delivery
Set
Service Support
Set
Computer Operations
Set
Networks Set
Software Support
Set
Environmental Strategy Set
Environmental Management
Set
Office Environment
Set
IT Governance & Management
System
IT Customer Relationships
IT DirectionSolution
DevelopmentSolution
DeploymentIT Operational
ServicesIT Resilience
IT Administration
Manage the Business of IT
IT Governance & Management
System Framework
Stakeholder Requirements Management
IT StrategySolution
RequirementsChange
ManagementService Execution
Compliance Management
Financial Management
IT Governance & Management
System Capabilities
IT Customer Transformation
Management
IT Research and Innovation
Solution Analysis and Design
Release Management
Data ManagementSecurity
ManagementAsset
Management
IT Governance & Management
System Operation
Service Marketing and Sales
Architecture Management
Solution BuildConfiguration Management
Event Management
Availability Management
Supplier Relationship Management
IT Governance & Management
System Evaluation
Service Level Management
Risk Management Solution TestUser Contact Management
Capacity Management
Service Pricing and Contract
Administration
Customer Satisfaction Management
IT Portfolio Management
Solution Acceptance
Incident Management
Facility Management
Workforce Management
Program and Project
Management
Problem Management
IT Service Continuity
Management
Knowledge Management
IT Governance & Management
System
IT Customer Relationships
IT DirectionSolution
DevelopmentSolution
DeploymentIT Operational
ServicesIT Resilience
IT Administration
Manage the Business of IT
IT Governance & Management
System Framework
Stakeholder Requirements Management
IT StrategySolution
RequirementsChange
ManagementService Execution
Compliance Management
Financial Management
IT Governance & Management
System Capabilities
IT Customer Transformation
Management
IT Research and Innovation
Solution Analysis and Design
Release Management
Data ManagementSecurity
ManagementAsset
Management
IT Governance & Management
System Operation
Service Marketing and Sales
Architecture Management
Solution BuildConfiguration Management
Event Management
Availability Management
Supplier Relationship Management
IT Governance & Management
System Evaluation
Service Level Management
Risk Management Solution TestUser Contact Management
Capacity Management
Service Pricing and Contract
Administration
Customer Satisfaction Management
IT Portfolio Management
Solution Acceptance
Incident Management
Facility Management
Workforce Management
Program and Project
Management
Problem Management
IT Service Continuity
Management
Knowledge Management
IBM Tivoli Unified Process
Assessment
Strategy
Solution Selection
Phase 1Define Solution Approach
High Level Design
Processes
Architecture
Organization
Data
Phase 2Design Solution
Detail Design
Develop
Deploy
Phase 3Implement Solution
Operation
Manage Delivery
Phase 4Deliver Service
IBM Systems Management
Solution Life Cycle
eSCMService Mgmt Standards
SSME
v1 v2 v3
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Example: Protel Air
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Q&A
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Thank you
Dr. Yeffry Handoko PutraKetua Pusat Studi Tata Kelola dan Kerangka Kerja IT
Email: [email protected]
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Best Practices in Hotel
Adoption Model:Applying service management best practices to increasingly valuable business outcomes.(Systems, IT Services, Business Performance)Managing different things.Strategic Planning
Maturity Model:How well a management capability is performed. Independent of context. A phased approach to doing things better. Managing things poorly or well.Diagnosis & Remediation Planning
Conformance Standard:Auditable practices for a quality management system. Yes/NoManagement system requirements.Audit/Assessment
Capability Model:Different types of capabilities. Specific to a context. IT enabled services, software engineering.Managing different things.Comparison, Improvement
Body of Knowledge (BoK) or Library:Code of practice, generally accepted principles, what has worked for others and what has not. Advice, Guidance, Experience.Learning, Practical Advice
Incremental Conformance:Staged approach to implementing requirements of a conformance standard. Management System RequirementsAudit/Assessment
Best Practices
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ISO
90
01
Qua
lity
Man
agem
ent
Sys
tem
s R
equ
irem
ent
s
More changes are also being considered
ISO IEC 90005Application of ISO 9001
to Systems Lifecycle
ISO IEC 90003Application of ISO 9001to Software Lifecycle
ISO IEC NNNNN
Application of ISO 9001 to Service Management
ISO NNNNN
Service Lifecycle Processes
ISO IEC 12207
Software Lifecycle Processes
ISO IEC 15288
Systems Lifecycle Processes
Governance Standards
ISO 9001:2000 expects an organisation to:• to identify processes required for production of high quality products• to determine sequence and interaction of these processes• to design and document each process• to check and analyse the implementation of each process, and
continually improve effectiveness of the system
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IT Governance – International Standards ISO IEC 38500
– Governance of the management processes related to IT services.
ISO IEC NWIP
– Guidance on adopting ISO IEC 38500 concurrent with process frameworks such as ITIL, CobiT and VaL-IT
ISO IEC Joint Technical Committee 1 and WG1A
– New High Level Governance Standards Working Group
ISACA/ITGI
– New guidance on ISO IEC 38500 as well as service management
Per
form
ance
Strategy
EvaluateDirectMonitor
What does all this mean?
• It highlights the importance of IT governance as well as directing and controlling service management
• It makes clear that due to the risks, costs and human effort involved IT services, that IT must be well governed.
• That, due to the significant levels of positive and negative risk as well as costs related to IT, it is the responsibility of the board of directors to direct that IT be well governed
What does all this mean?
• It highlights the importance of IT governance as well as directing and controlling service management
• It makes clear that due to the risks, costs and human effort involved IT services, that IT must be well governed.
• That, due to the significant levels of positive and negative risk as well as costs related to IT, it is the responsibility of the board of directors to direct that IT be well governed
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