This is the second weeks for me for to giving the training about "Incident Management" training at one of the well know organization at KL.
Seriously, is totally a new experiences compare with my previous job as developer/programmer/a.k.a consultant but still doing hardcore programming last times.
When I first heard that there is 2 weeks continuous training session with the business user. I was thinking I won't be the lucky one, since I'm just changed my job so this important task should go for the existing engineer lah....
Mana tahu, after boss ask me to prepare the training slide. Boss tell me :"Ok, I do the first one, the second and the following training session you do lah..." Can I say no? Of cause cannot loh...
Ok I have to "pandai-pandai" catch, what my boss have talked with those user. What are the important point that he highlighted.
Basically, I have no problem on guide those user on how to use the system. But when come into the process flow, It's very hard for me to explain because some of the user is even expert than me, and even some of them have ITIL cert. Seriously...!
The training that have been go through so many days, is not a simple open, click , save and update thing.
It's about Incident management process from ITIL.
Okay, some of you all might never heard of ITIL..
What is ITIL?
ITIL® is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business.
What is Incident Management?
The objective of Incident Management is to restore normal operations as quickly as possible with the least possible impact on either the business or the user, at a cost-effective price.
Inputs for Incident Management mostly come from users, but can have other sources as well like management Information or Detection Systems. The outputs of the process are RFC’s (Requests for Changes), resolved and closed Incidents, management information and communication to the customer.
Below is the simple ways to understand the process for Incident Management
Will share with you all more about in detail regarding the Incident Management...
Thanks for reading my blog