TY - GEN
T1 - Applying IT services business relationship management on security outsource company
AU - Raharjana, Indra Kharisma
AU - Susmiandri,
AU - Justitia, Army
N1 - Publisher Copyright:
© 2018 IEEE.
PY - 2018/10
Y1 - 2018/10
N2 - Most outsource security companies have not implemented information technology optimally. A company must implement information technology that is oriented to customers and stakeholders to be competitive. Outsourcing security companies need to apply a systematic approach for managing customer-oriented services. In this study, we implemented business relationship management based on Information Technology Infrastructure Library (ITIL) framework to develop a service strategy, especially for an outsourced security company. There are 5 stages of activities carried out, namely identifying stakeholders, defining business outcomes, establishing strategic and funding requirements, defining business cases, and validating business activity patterns. Verification and revision of customer requirement analysis are performed to validate and evaluate the results. The result of implementing business relationship management is the recommendations of four IT services that suits the organization. The four IT service recommendations are websites, CRM services, monitoring services, and ordering services. Business case documents for each service have been created to identify business impacts and risks.
AB - Most outsource security companies have not implemented information technology optimally. A company must implement information technology that is oriented to customers and stakeholders to be competitive. Outsourcing security companies need to apply a systematic approach for managing customer-oriented services. In this study, we implemented business relationship management based on Information Technology Infrastructure Library (ITIL) framework to develop a service strategy, especially for an outsourced security company. There are 5 stages of activities carried out, namely identifying stakeholders, defining business outcomes, establishing strategic and funding requirements, defining business cases, and validating business activity patterns. Verification and revision of customer requirement analysis are performed to validate and evaluate the results. The result of implementing business relationship management is the recommendations of four IT services that suits the organization. The four IT service recommendations are websites, CRM services, monitoring services, and ordering services. Business case documents for each service have been created to identify business impacts and risks.
KW - Customer requirements analysis
KW - IT service strategy
KW - ITIL framework
KW - Relationship management
KW - Service strategy
UR - http://www.scopus.com/inward/record.url?scp=85069208880&partnerID=8YFLogxK
U2 - 10.1109/EECSI.2018.8752668
DO - 10.1109/EECSI.2018.8752668
M3 - Conference contribution
AN - SCOPUS:85069208880
T3 - International Conference on Electrical Engineering, Computer Science and Informatics (EECSI)
SP - 426
EP - 431
BT - Proceedings - 2018 5th International Conference on Electrical Engineering Computer Science and Informatics, EECSI 2018
A2 - Stiawan, Deris
A2 - Subroto, Imam Much Ibnu
A2 - Riyadi, Munawar A.
A2 - Aditya, Christian Sri Kusuma
A2 - Has, Zulfatman
A2 - Yudhana, Anton
A2 - Minarno, Agus Eko
PB - Institute of Advanced Engineering and Science
T2 - 5th International Conference on Electrical Engineering Computer Science and Informatics, EECSI 2018
Y2 - 16 October 2018 through 18 October 2018
ER -