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"This book discusses information production processes, information technology (IT) systems, and change management through the lens of Lean principles; how to integrate Lean tools together with information production and IT systems to form an integrated, world-class learning environment; Lean tools and techniques like Lean management, Six Sigma, cycle time, value stream mapping, spaghetti charting, value-added vs. non-value-added activities, and bottlenecks; information technology (IT) tools and environments; and how to integrate Lean tools together with IT environments to form an integrated, world-class IT organization. This book is broken into three sections: Section I discusses the need for IT to become "Leaner", how we are data rich but information starved, and what lessons Lean teaches us about improving the information we work with. The section goes on to give an overview of change management and how it works. Section II delves into the details of how Lean can be utilized to eliminate waste in IT. It discusses the cultural acceptance tools that are required to build acceptance for Lean in IT, the technical tools that are available to generate the desired improvements, how these technical tools are used to identify non-value-added opportunities for improvement, the improvement process, and the operational details behind running a Lean event. This section also explores the process of developing meaningful information metrics. Section III recommends a methodology for assessing an organization?s IT maturity. This section focuses on the next generation of Lean and its application to IT, and it ends by discussing how Lean can drive the success of IT environments of the future. The objective is to create world-class information processing organizations."

"This issue reviews the pros and cons of maintaining an intranet. It offers guidance on creating the infrastructure, determining content, and organizing the site and provides 10 reasons to use an intranet for training."

"Perkembangan teknologi dewasa ini sangatlah cepat dan telah mengubah sudut pandang maupun rencana strategis perusahaan. Ilmu mengenai teknologi informasi pun sudah mulai merambah sampai ke tingkat stratejik, tetapi masih banyak perusahaan yang belum bisa memetakan perkembangan teknologi informasi dari tingkat stratejiknya. PT XYZ merupakan perusahaan berbasis customer relationship marketing yang memberikan beberapa layanan untuk memenuhi kebutuhan bisnisnya. Beberapa dari layanan tersebut memiliki permasalahan mengenai kemampuan layanannya. Pihak bisnis banyak mempertanyakan, apakah divisi TI memberikan semua yang dibutuhkan oleh bisnis dan apakah sesuai dengan perjanjiannya, dengan permasalahan ini maka akan dibuat dokumen perjanjian tingkat layanan yang sesuai dengan kebutuhan bisnis yang diharapkan oleh dewan direksi PT XYZ. Namun, beberapa permasalahan tersebut memiliki ukuran-ukuran yang sebelumnya tidak pernah didefinisikan, sehingga tidak dapat menghasilkan sesuatu yang dapat diukur dan dinilai. Penelitian ini berusaha untuk mengembangkan perjanjian tingkat layanan yang sesuai dengan standar formal yang belum ada di PT XYZ menggunakan standar ISO 20000 dan kerangka kerja ITIL V3 2011 serta mengembangkan ukuran yang dapat diukur dan dinilai. Perjanjian tingkat layanan ini akan berisi 19 bagian yang ditiap-tiap bagiannya akan menyesuaikan karakteristik dari layanan dan perusahaannya.

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The development of technology nowadays is very rapid and has changed companies viewpoints and strategic plans. The science of information technology has also penetrated into strategic level, but many companies still haven’t been able to map the information technology development from the strategic level. PT XYZ is a customer relationship marketing based company which gives services to fulfill its business needs.

Some of their services have issues in regards to the service capabilities. The business authorities have been questioning if the IT Division have provided all that is needed by the business according to the agreement. Therefore, a service level agreement document will be made according to the business needs expected by the authorities of PT XYZ. However, some of those issues have measures that have never been defined before, which lead to creating something that cannot be measured and assessed.

This research tries to develop a service level agreement based on formal standard which has not been applied at PT XYZ, using ISO 20000 standard and ITIL V3 2011 framework, and also to develop measurable and assessable measurements. This service level agreement will contain 19 different parts, where each will be customized based on the characteristics of the services and companies themselves."