Assignment

Individual

D5664 – Dr. Eng. Antoni Wibowo

Session 1
To be Submitted Week 2

Submitted By Andi Aljabar/(2001886586)

1. Explain why senior manager is a critical support for implementation of IT service in

organization and provide a simple illustration.
Answer :
One of the most critical aspect in the company or organization is a senior manager. Why
it is really important?, because services which is full controlled by the senior manager can
provide some aspect not only IT, but also a lot of aspects such as strategic business plan and
market place both as core of companies or organizations. Also we can review the strategic

COMP8031 – IT Services
 including strengths, weaknesses, and threats in each market place. We can monitor each
market place, and senior manager is only position who capable of that services.

2. Draw an IT structure organization and explain what the services provided in each division
(hint: you could IT structure organization in your company).
Answer:
There are some kind of it structure organization models, According to the book “the
official introduction to the ITIL service lifecycle” I will show the general or the basic
organization structure of service provided
Basic Structure Strategic Consideration

Functional - Specialization
- Command Standards
- Small Size

Product - Product Focus

- Strong Product Knowledge

Market or Costumer - Service Unique

- Costumer Service
- Buyer Strength
- Rapid Costumer Service

Geography - Online/Onsite Service

- Proximity to Costumer for Delivery and
Support
- Organization Perceived as Local

Process - Minimize Process Cycle Times

- Process Excellence

3. Explain why backup, recovery and configuration are important in IT infrastructure

management and give a simple example.
Answer :
Backup is processing to duplicate data or copy data for security reason. Recovery is
processing to restore the data after some case like incident. For example when there is
some one who use DDOS to attack our company or organization (server) than system
cannot block that. This talk about recovery plan. We have to backup that data than make
system stabile this process is called recovery.

COMP8031 – IT Services
4. Explain why reporting, helpdesk and asset management are important in IT service
management and give an illustrative example.
Answer :
Every company/organization wants to their management have an increase in each sectors.
To do that they need reporting, helpdesk and asset manager as foundation data of that
company/organization. For example in tokopedia. They need report what kind of stuff is
really needed by their consumer. They need helpdesk to help the consumer feeling simple
and user friendly according to their UI/UX app. And they need asset management to collect
all of assets which are owned by tokopodia. They also can improve by adding more asset or
sell some asset to make revenue increase.

5. What are some of the pros and cons of outsourcing a company’s Service Desk function?
Pros Cons

Outsourcing reduces fixed costs and thus Firms may be concerned that some nuances
can boost return-on-investment can be lost when training is outsourced

Help desk outsourcing frees up A help desk can be the first line of contact
management to spend time on areas with customers, and if representatives are
where the company is best positioned to not professional enough, this can reflect
add value badly on your company

Help desk call volume can vary greatly for While outsourcing can take advantage of
seasonal and other reasons. Help desk global capabilities, a more local touch can
outsourcing creates flexible capacity for avoid cultural differences
handling these changes in volume

Firms that specialize in help desk services

are better positioned to keep training
current

COMP8031 – IT Services