ITSM - IT Service Management

Welcome to my ITSM Portfolio. This page is the landing point for my journey through the IT Service Management course, where each week I reflect on what I have learned, share assignments and study cases, and connect theory to real-world applications.

My full name is Muhammad Razan Parisya Putra (5026231174), currently in ITSM B Class. I'm a 5th semester Information Systems undergraduate student @ITS. Here I write and present my works on IT Service Management course.

Weekly Highlights

Week 1 - Introduction to IT Service Management

This week introduced the foundations of ITSM. Service management means the difference between products and services, and the concepts of utility and warranty.

Week 2 - The Four Dimensions of Service Management

The focus shifted to the four dimensions: Organization and People, Information and Technology, Partners and Suppliers, and Value Streams and Processes.

Week 3 - Service Value System and ITIL Management Practices

Week 3 moved deeper into the Service Value System (SVS), one of the central models in ITIL 4.

Week 4 - Service Desk and Incident Management

Explored the Service Desk as the single point of contact in ITSM, highlighting its processes, types, KPIs, and its vital role in communication and trust.

Week 5 - Problem Management

Focused on Problem Management, emphasizing root cause analysis, workarounds, the KEDB, and the balance between reactive and proactive practices.

Week 6 - ServiceNow Pre-Lab Stepping Into the Incident Lifecycle

A transition week bridging ITIL concepts with hands-on ServiceNow platform experience. Built a Personal Developer Instance and walked through a complete incident lifecycle across different roles.

Week 7 - Group Simulation ServiceNow Incident Lifecycle

A hands-on simulation using ServiceNow where a group acted as IT service professionals, transforming incident data into live ITIL-compliant tickets.

Week 8 - Midterm Examination

No class session. This week was dedicated to the midterm examination period.

Week 9 - No Class Session

No class this week.

Week 10 - Change, Release & Configuration Management

Navigating the Backbone of Service Transition. Stepped into the shoes of CAB members, Release Managers, and Configuration Managers to understand how Change, Release, and CMDB practices work together.

Week 11 - Change & Problem Management Simulation

Where Theory Finally Became Muscle Memory. Stepped into the Change Manager role driving RFCs through workflow states, and performed RCA on real enterprise problem scenarios.

Week 12 - No Class Session

No class this week.

Week 13 - Ensuring Services Perform, Stay Available, and Meet the Promise

When ITSM Becomes About Reliability and Trust. Explored Availability Management, Capacity and Performance Management, Service Level Management, and Service Catalogue Management.

Week 14 - Event & Knowledge Management

When ITSM Becomes About Awareness and Collective Memory. Explored Event Management as the early warning system and Knowledge Management as the continuous improvement loop.

Week 15 - Final Project (Part 1): Incident, Problem, and Change Management

When ITSM Becomes Real. Applied Incident, Problem, and Change Management together to restore stability to a healthcare EHR system in a full ITSM project.

Week 16 - Final Project (Part 2): Knowledge Management

From Reactive Fixes to Proactive Intelligence. Converted major operational disruptions into structured corporate memory with Knowledge Base articles and A-grade integrations.