I’d like to refresh some concept in my head. My previous job made me to understand things from management’s view. Even though I did and still am not working in a service company, I’ve been working in service area and the company itself was/is my client.
One of the new concepts and I didn’t learn from campus is about trouble management. Basically, I’ve learned in ITIL concept. ITIL stands for Information Technology Infrastructure Library. ITIL itself has 2 versions of concepts; version 2 and they renewed it into version 3. Version 2 only consists of service delivery and service support. In the other hand, version 3 has a thorough steps, which consists of; service strategy, service design, service transition, service operation, and continual service improvement.
For some people, COBIT (Control Objectives for Information and related Technology) might be more familiar. In my opinion, ITIL version 2 is almost the same with COBIT.
I won’t give any lecture here, but I’ll say based on my personal experiences. FYI, my professional careers are in banking (6 months) and resources (2 years). Although I worked in banking, which its core business is giving financial services to costumers, I didn’t really involve in costumer services. I developed an internal system for internal use. In the other hand, I deal with many users in my job in those resource companies.
In my point of view, trouble workaround database and frontliners are the main course for those framework. In ITIL course, there was a simulation game, we called it F1 simulation. By that simulation, I’ve been thought that asap workarounds are the best way to reduce costs, especially increasing time effectiveness. it doesn’t mean that the best frontliners officer is the only answer. Those officers needs trouble database. This is how some part of knowledge management is needed.
I got the course from HP (Hewlett Packard) Indonesia. In Indonesia, as far as I know, there’s only 2 ITIL training providers; HP Indonesia and MII (as usual Berca vs Metrodata :p). In 2008, I’ve a little bit of difficulties to get this course. Indonesia market for this kind of course is quite small, where as Singapore has weekly course from many providers. I think it’s funny since Indonesia has a very BIG market for services, which (in my opinion) has to be supported by service strategies.