The Analysis of Service Management Based Information Technology Systems at PT Mitra Solusi Telematika

Service Point is the spearhead that connects between the customer with the workforce engineer in the process of information technology services to improve IT services in the company. Often companies ignore this, whereas service point is one of the services of information technology services in order to ensure the sustainability of the business offered by the company. Analysis of incident management system in ITOP program and IT services service based on ITIL V3 framework for Service Point at PT Mitra Solusi Telematika is very much needed in effort to improve IT service to support Vision of PT Mitra Solusi Telematika become provider of integrated technology solution. One effort to improve IT services is by developing the process of providing IT services and services as a single point of contact that bridges between customers with all service point staff and IT services. The development of incident ITOP program management and IT support analysis begins with gathering information and analysis through a review of processes within existing ITOP programs, and ITIL V3 framework literature study. Analysis is done to refine the existing process. Once the document is created and developed, the next step is the document verification process to find out the purpose of the incident management process has been met. The results of this development of the management can facilitate the needs and improve IT services especially in Service Point Department PT Mitra Solusi Telematika for IT services to be maintained and measurabl

SOA and BPM, a Partnership for Successful Organizations

In order to stay effective and competitive, companies have to be able to adapt themselves to permanent market requirements, to improve constantly their business process, to act as flexible and proactive economic agents. To achieve these goals, the IT systems within the organization have to be standardized and integrated, in order to provide fast and reliable data access to users both inside and outside the company. A proper system architecture for integrating company’s IT assets is a service oriented one. A service-oriented architecture (SOA) is an IT architectural style that allows integration of the company’s business as linked, repeatable tasks called services. A subject closely related to SOA is Business Process Management (BPM), an approach that aims to improve business processes. The paper also presents some aspects of this topic, as well as the relationship between SOA and BPM. They complement each other and help companies improve their business performance.Information Systems, SOA, Web Services, BPM

Service-dominant logic for exploring modular business service system

Investigating the management of the three dimensions of modular business service system from the perspective of the service-dominant (S-D) logic. An integrated approach with an abductive research process in theory building was conducted through case study. The results show that ten foundational premises of S-D logic, especially service -focused, customer-oriented, and rational views can be applied in defining and managing the modular business service system constructed by service modularization

Analysis and Implementation of Process Business Integration Systems in Consultant Service Companies

This paper discusses the Analysis and Implementation of Process Business Integration Systems at Consultant Service Companies. This study took the case of a consulting service company in Indonesia with qualitative research and the process of collecting data through observation, interviews and trials. The consulting company divides the workintheformofprojectsaccordingtothenumberofclients.Businessprocessesthat are integrated into each project are very important to support project’s implementation activities and decision making that is fast, precise, and accurate. The impact of a system that is not integrated will reduce effectiveness and efficiency in the decision making process in the business. In addition, the management must know the progress of project’s activities in real time, detailed and timely, so that the management can make decisions quickly, precisely and accurately. Therefore, optimizing the company’s business system processes needs to be considered, so that the company’s business processes becomes effective and efficient. In this study, the author will optimize the system’s procedures before obtaining a project, implementing a project and after a project is done, and then providing a recommendation regarding the preparation of systems related to the business process

Innovating mass-customized service

Abstract Mass customization is a business approach aimed at the low-cost production of customized goods and services. It relies on ‘horizontalization’, platform thinking and modularity, but how can these concepts be applied in a fast-changing service environment in which both the product and production processes are predominantly intangible? The study proposes an integrated innovation management system to effectively manage the innovation process in such an environment. A so-called ‘SLIM’ model is developed based on an in-depth case study at an incumbent telecom operator in the midst of a transition toward a mass-customized service company. Literature on business modeling, service marketing and new service development plays a major role, and IT-originating concepts of business componentization and release management are transformed to the business level. All in all, the SLIM model implies a major shift for organizations in how they position, design and organize the innovation process

Service-Oriented Process Models in Telecommunication Business

The thesis concentrates on to evaluate challenges in the business process management and the need for Service-oriented process models in telecommunication business to alleviate the integration work efforts and to reduce total costs of ownership. The business aspect concentrates on operations and business support systems which are tailored for communication service providers. Business processes should be designed in conformance with TeleManagement Forum's integrated business architecture framework. The thesis rationalizes the need to transform organizations and their way of working from vertical silos to horizontal layers and to understand transformational efforts which are needed to adopt a new strategy. Furthermore, the thesis introduces service characterizations and goes deeper into technical requirements that a service compliant middleware system needs to support. At the end of the thesis Nokia Siemens Networks proprietary approach – Process Automation Enabling Suite is introduced, and finally the thesis performs two case studies. The first one is Nokia Siemens Networks proprietary survey which highlights the importance of customer experience management and the second one is an overall research study whose results have been derived from other public surveys covering application integration efforts

MICRO, SMALL AND MEDIUM ENTERPRISES SERVICE AT INVESTMENT AND ONE-STOPINTEGRATED SERVICES OFFICE MANADO CITY

This study aimstodescribe, micro, smalland medium businesslicensingservices in theinvestmentofficeandone-stop integratedservice in Manado City. This study uses a qualitativeapproach, with data collectiontechniquesnamelyobservation, documentation,and semi-structuredinterviews. The results of the research show that 1) Regarding the process of coordinating the management of business licenses, the community does not yet know about the mechanism for managing business permits, so seeing the targets to be achieved can be said to be not optimal because, in the process of obtaining permits, people still find it difficult. 2) Regarding the management of the completion of service activities to the community related to how long the process of completing a business license, it can be seen that it is still not per the Operational Standards applied at the One-Stop Integrated Service and InvestmentService because the process of making a business license takes a long time

Service Dominant Logic and Business Process Blueprinting: Enhancing the View on Performance by Integrating the Customer Perspective

Today process-oriented approaches to solve business challenges are state of the art. However most business process management methods focus on increased performance only from the firm’s perspective and neglect the increasing importance of value co-creation between the firm and the customer. Modern business process management methods not only need to concentrate on the internal performance of processes, but need to include the customer’s perspective. In this article we introduce the method of “Business Process Blueprinting” that combines both points of view. By enhancing business process modeling with the marketing concept of service blueprinting, we offer a method to visualize and analyze the firm’s and customer’s perspective within one integrated approach and reduce the gap between information management and marketing. This opens up the path towards an enhanced understanding of process performance in terms of a stronger inclusion of revenue into costing and analyzing and influencing subsequent usage processes

STUDY ON A MODEL OF THE EQUIPMENT MRO SERVICE INFORMATION SYSTEMS

The MRO(Maintenance、Repair and Operations) System for the Large Equipment has been becoming a strong support pattern for the agile service support. To build agile service system and identify a portfolio of computer-based integrated applications, a cross-enterprise strategic information systems planning (SISP) is a key concern. An integrated framework for a large equipment support system service chain is analyzed and Strategic information systems planning task is discussed. Integrated the cross-enterprise business process component and inter-organization management policy, the strategic information systems model for a large equipment MRO service support system is proposed. Key words: Strategic information systems, MRO, Service chai