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ISO 20000-1:2011 Part 1: Service Management System Requirements
ISO 20000-2: 2012 Part 2: Guidance on Application of Service Management Systems
Other Parts in the series ISO/IEC 20000-3:2010* - Guidance on scope definition and applicability of ISO/IEC 20000-1 ISO/IEC 20000-4:2010* - Process reference model ISO/IEC 20000-5:2010* - Exemplar implementation plan for ISO/IEC 20000-1 * Technical Report
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ISO 20000-1:2011 Part 1: Service Management System Requirements
ISO 20000-2: 2012 Part 2: Guidance on Application of Service Management Systems
Other Parts in the series ISO/IEC 20000-3:2010* - Guidance on scope definition and applicability of ISO/IEC 20000-1 ISO/IEC 20000-4:2010* - Process reference model ISO/IEC 20000-5:2010* - Exemplar implementation plan for ISO/IEC 20000-1 * Technical Report
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Q%-43*-*2*& 1*&*M%"%& O%2%-4%6/**& 6*& O%5%-$*&MP2*& $*3*&*& Identify Requirements
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Q%-43*-*2*& 1*&*M%"%& O%2%-4%6/**& 6*& O%5%-$*&MP2*& $*3*&*& Test the Plans Standard ISO 20000 mengharuskan bahwa rencana ketersediaan dan keberlangsungan dilakukan pengujian. Rencana keberlangsungan layanan, daftar kontak, dan CMDB harus tersedia di area pemulihan dengan tujuan proses dapat dipulihkan ketika terjadi bencana atau pada saat pengujian dilakukan.
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bV? 1*&*M%"%& A%$*4/ _/4&/4 Tujuan dari proses ini adalah untuk memelihara hubungan yang baik antara penyedia layanan dengan pelanggan berdasarkan pemahaman pelanggan dan arah dari bisnis. Identifikasi dan dokumentasi pengguna dan pihak-pengguna terkait layanan perlu didokumentasikan
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Q%-43*-*2*& 1*&*M%"%& A%$*4/ _/4&/4 Key Roles
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Q%-43*-*2*& 1*&*M%"%& A%$*4/ _/4&/4 Kepuasan Pelanggan Pengukuran tingkat kepuasan membantu dalam mengidentifikasi isu dari layanan. Dilakukan secara berkala untuk setiap layanan.
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Q%-43*-*2*& 1*&*M%"%& A%$*4/ _/4&/4 Complaints and Escalation Standar ISO 20000-1 mempersyaratkan penyedia Master your semester with Scribd layanan menetapkan dan melakukan proses penanganan komplain. & The New York Times
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A%cP/-%"%&24 7L _P4/&%44 A%$*'7&4J/# 1*&*(%"%&2 Reviews and Changes Proses review layanan: !
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Q%-*& N%*6 ,P##$/%Lead supplier harus memastikan rantai pasok sejalan dengan kebutuhan tingkat layanan dari penyedia layanan. SLA dari sub kontraktor harus sama dengan SLA dari lead supplier. Penyedia layanan harus memastikan lead supplier mempunyai kontrak dan SLA yang sama dengan sub kontraktor
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Q%-43*-*2*& 1*&*M%"%& ,P#$/%Reviews and Changes Standar ISO 20000-1 mempersyaratkan penyedia Master your semester with Scribd layanan untuk : dan review kenerja vendor berdasarkan & The New YorkMonitor Times SLA. !
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eV? 1*&*M%"%& /&4/6%& 6*& Q%-"/&2**& $*3*&*&
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Q%-43*-*2*& 1*&*M%"%& !&4/6%& Defining Procedures for Incident Management
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Q%-43*-*2*& 1*&*M%"%& !&4/6%& Keeping Customers Informed of the Progress Persyaratan pada standard 20000-1 adalah selalu menjaga informasi mengenai status Master your semester withISOScribd penanganan insiden kepada pelanggan. Read Free Foron 30this Days Sign up to vote title & The New York Times Useful Not useful
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eV< 1*&*M%"%& Q-75$%" Apakah Manajemen Problem? Proses ini memperhatikan insiden berulang dimana t idak terdapat penyelesaian atau tidak ada workaround. Hal ini juga harus mencari akar permasalahan yang menyebabkan permasalahan terjadi untuk meindaklanjuti secara permanen.
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TV? 1*&*M%"%& R7&K(P-*4/ What Is Configuration Management? Manajemen konfigurasi menliputi identifikasi unik, pencatatan, dan pelaporan dari komponen layanan, dan versi dari komponen tersebut serta hubungan dengan komponen lainnya.
Master your semester with Scribd & The New York TypicalTimes configuration items (Cls) Include IT
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Q%-43*-*2*& "*&*M%"%& O7&K(P-*4/ Configuration Management Policies and Processes
• O0[0@=9 )4/.0. /%,%&(% K +%=,)6$%'2; CI ?78; >04)08;74=' )04@= :-17>7> .0[7;7- .0[=7' 4)'H01/&7)' 5&(%,-'%?
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Q%-43*-*2*& "*&*M%"%& O7&K(P-*4/ Active Management of the Configuration Management Databse and Configuration Information
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,*"#$% /&2%-L*0%4 7L ;7&K(P-*'7& 1*&*(%"%&2 W/2J 72J%- #-70%44%4
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TV< 1*&*M%"%& Q%-P5*J*& •
Tujuan: Memberikan proses terstruktur untuk mengimplementasikan perubahan dengan memperhatikan risiko yang terkait.
Master your semester with Scribd Informasi untuk perubahan terhadap komponen layanan, katalog & The New Yorklayanan, Times layanan, kebijakan, prosedur prasyarat, •
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Let us take the example of the change in operating system used by a service provider. The various change management steps would be:
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Q%-43*-*2*& 1*&*M%"%& Q%-P5*J*& Recording Requests for Change Standard ISO 20000-1 mempersyaratkan bahwa setiap perbahan dicatat dan diklasifikasikan. Setiap kebutuhan perubahan yang tercatat harus dapat ditelusuri terkait perubahan pada layanan dan infrastruktur. Klasifikasi perubahan dapat mempermudah proses perubahan berdasarkan kebutuhan bisnis.
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A%cP/-%"%&24 7L ;J*&(% 1*&*(%"%&2 1. Assessing Changes on RFC Aspekwith dalam penilaian kebutuhan perubahan mencakup: Master your semester Scribd Read Free Foron 30this Days Sign up to vote title & The New York Times Useful Not useful
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A%cP/-%"%&24 7L ;J*&(% 1*&*(%"%&2 Emergency Changes Procedure •
Prosedur khusus untuk emergency change . Definisi emergency change harus disetujui oleh Penyedia dan Pengguna layanan.
•
Kriteria Emergency Change harus ditetapkan.
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TVX 1*&*M%"%& A"#")*" ` B",#-'4".+ •
Tujuan: Memastikan semua release di-deploy secara efektif ke lingkungan operasional ( live/ production ) sehingga menjaga integritas dan fungsionalitas dari komponen layanan.
•
Contoh rilis : ! Application
software Infrastructure software ! Hardware !
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A%cP/-%"%&24 L7- A%$%*4% ` C%#$73"%&2 1*&*(%"%&2 Release Planning The standard requires that releases are planned with the business and all relevant parties. In practice, many changes can be grouped into one release if the business, its customers, and the service provider can handle the number of changes involved. The set of changes in a release is planned, tested, and released into the live environment at a scheduled time.
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A%cP/-%"%&24 L7- A%$%*4% ` C%#$73"%&2 1*&*(%"%&2 Release Management Process •
Mencakup proses pengujian, deployment , reversal, pemantauan dan analisa keberhasilan serta dampak dari release kepada layanan dan pengguna layanan. Mencakup prosedur untuk emergency release. Dimana definisinya disetujui bersama penyedia dengan Read Free Foron 30this Days Sign up to vote title pengguna layanan.
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