The IT Services Management Architecture Design for Large and Medium-sized Companies based on ITIL 4 and TOGAF Framework

Abstract

The development of information technology occurs rapidly in almost all areas of life. All companies must immediately carry out a business transformation following the development of information technology to survive amid increasingly fierce competition. One of the keys to this business transformation's success is an enterprise architecture that is used as a reference in planning, developing, operating, and monitoring company information technology. Implementation of service management practices in state-owned enterprises needs to be translated into IT Services Management Architecture Design, that match the IT Governance Principles as mandated in PER-03/MBU/02/2018. This research focuses on preparing an enterprise architecture design in IT service management by referring to ITIL 4 best practices. The resulting solution is a target architecture design in the business domain, data, and applications arranged according to the TOGAF framework. It was carried out in four stages: scope identification, which defines practices; preliminary phase, which resulted in 11 architecture principles; architecture vision that produces a value chain for IT service provider organizations; a business architecture which resulted in a business service/function catalog consisting of 13 business functions and 43 business services; and an information system architecture that produces a conceptual data model on the three main priority processes of IT service management and an application use-case diagram that describes the relationship between the four actors (users, service managers, service desks, and support groups) with their roles in applications. The enterprise architecture has been designed following the scope of IT service management practices commonly used as a reference for all large and medium-sized companies.

Partika: Designing Ar-Based Applications for the Sale of Nusantara Fabrics

“…Information Architecture is the creation of an information structure in an application that allows users to understand the information. According to [31], information architecture or sitemap is a menu hierarchy of a site that describes the contents and links of each page on a website/application. The following is an overview of information architecture in designing the PARTIKA application.…”

Analysis of Information Technology Services Using the ITIL V.3 Framework

“…Penelitian menggunakan framework ITIL V3 juga dapat dilakukan dengan mengkombinasikan metode lain, seperti UCD dan SUS [21], kemudian ITIL V3 dengan framework COBIT 5 [22], penerapan machine learning untuk klasifikasi pada ITIL [23]. Dalam perkembangannya, analisis layanan TI dapat dilakukan menggunakan framework yang terbaru yaitu ITIL V4 [24]. Domain services yang digunakan pada framework ini lebih kompleks dari domain services ITIL V3.…”

Penggunaan COBIT 2019 GMO dalam Menyusun Pengelolaan Layanan TI Prioritas pada Transformasi Digital BankCo

“…Serta, jika strategi TI sejalan dengan strategi bisnis organisasi, maka akan menghasilkan keselarasan strategis yang lebih baik, hingga mengarah pada kinerja organisasi yang lebih baik juga [6]. TKTI perusahaan juga perlu dibangun dengan memperhatikan keselarasan antara kebijakan strategis dan operasional, hal ini berarti bahwa diperlukan perencanaan arsitektur teknologi, dan juga arsitektur bisnis, informasi, serta aplikasi untuk mengelola layanan TI [7]. Jika dikaitkan dengan TD, tata kelola melibatkan definisi dan implementasi proses, struktur, dan mekanisme relasional, yang memungkinkan pemangku kepentingan bisnis dan TI untuk melaksanakan tanggung jawab mereka dalam mendukung upaya TD [8].…”