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. I explored what 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

In Week 3, we 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 – Service Value System and ITIL Management Practices

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