A very new experience...

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

What is you ideal job?

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I believed education that we having it some how will affect what we going to do in the future.

I'm some how regret on what I'm working on it. But then when I think what what I have done on the past for my job... I'm kinda proud of it... Yes, I'm a programmer.

We as a team developed web site application for client from various type of fields, likes- banking, insurances, hotel, theme park, air lines...

Back to the history on what I'm actually studying on the past few years. Business Information system... Kinda blur and Do not know what I'm actually being taught on the course...

"The Business Information Systems programme is an applied computer science programme which majors in computer science with business information systems. It aims to produce Diploma graduates with fundamental knowledge in information technology and its business related applications. It covers the theoretical and practical aspects of developing information systems, management, costing, accounting, electronic commerce, and mathematics. The programme is supported by case studies and computer laboratory assignments. In addition, students are exposed to part of the SAP curriculum like logistics and enterprise resource planning. Students will acquire practical skills in the C Language, XHTML, JavaScript, VB.NET, Microsoft Expression Web, Microsoft SQL Server, accounting software packages and be guided through the process of developing an information system."

OK I have to admitted that my understanding on the descriptions above N years back ago ...may be..10% - 20% I think. And it's too late to know what the heck and what exactly all those thing now. And it's basically what I'm working on it.

Ok, why I said I'm proud on what I'm because no matter how tough the task given, I'm try my bery bery best to delivered it to my boss. SOME of my uni- mates they already know being a programmer is non an easy task. So they switch to banking fields, some studying other course like piano. Some even no worked in IT field at all... See, how proud am I. At least I din waste my parents money at all... and my 4 years studies in my college and university.

And now I'm attached with one of the HP partnership company. I'm a consultant for HP Service Manager...still in learning process about the ITIL process. Things like Incident Management, Problem Management...