ITIL - Information Technology Infrastructure Library
Before I start discussing about it, here comes my experience about the same:
Year 2006, BACS-Gurgaon
We started with 17 Business Analysts for Request Management (I had no clue what ITIL is & how Request management is related to it). The process was known as MTI (Market Technology Infrastructure). Referring to it just want to mention few people without whom it could not have been successful – Vikas, Anand, Ashim, Srija, Ankur, Prabha ji, Rajeshwari, Satish, Mukesh (I love most of them ;) & Vikas, Srija & Ashim are my best friends). Our trainers – Jennifer Munro, Marjorie Palin, great people who will always be respected for their hardwork & commitment.
Team - MTI
Basic role: Vendor Management, SLA’s for different requests, managing everything related to new equipment (printers, phones, laptops, desktops, software, etc..) or technology(network, setting of network ports, activating & deactivating them etc) or Infrastructure (data & voice ports), ordering equipments (tool used was i-Order)
Requests were tracked by ticketing tool called Peregrine Service Center.
Extensive follow-ups were required with the vendors & other IT onsite support to ensure timely requests completion. Another important part of the role was to keep business partner(Requester) well informed about the SLA & the follow ups with various vendors.
It was fun, worked for a year and a half & then got another opportunity to setup Global Support Desk – & hence got a chance to get involved with Incident Management (another segment of ITIL, though very closely related to Request management).
A funny interpretation of the requests we used to receive (by Ashim)
Disclaimer- the lines shared below are not fiction but are not intended to hurt anybody’s normal or abnormal sentiments….Read just for fun. No Offence to anyone. …..
1. "Please push Visio 2003 STD to me"....Gotcha... So where should I start from, would you like it pushed through your head or shall I push through the toes
2. "Request for a new Mouse for Lorene as her old mouse is dead".....My deep condolences, when is the Funeral?
3. "Need additional Memory for Gerald".....Oh no not again!!!!!
4. "Please move my phone two floors upwards…. Any one trying for a comment???
5. "This ones for my boss Betty, should look impressive......we should try this sometime, may be during Appraisals…..wat say guys?
6. "Is it possible to push Rick, Beth and Robert Otis into the same request or do I have to push them on separate requests......Gosh!!!!! I don't have a Comment for this one
7. A greedy customer--"2GB memory will be great if possible, otherwise just 1GB will do for me"
8. "Request for a Dell Exec 300 Laptop since other models are too heavy and I have undergone Hip Surgery"……….I have a back pain can I sit on my boss’ chair?
9. I also need to have the oracle backend installed for fishing pond on my laptop.....Do Fish know Oracle????
10. "Need a Headset Button, I have the headset, please push the software on his phone"....kind of thinking, what kind of a crazy request is this...Hmmmmm....Strange are the ways of MTI.
11. BP concerned about her request marked a mail to me with the subject line "How is my ticket?"......I am taking good care of it; its still in my inbox....untouched….HA HA HA HA
12. A BP after ordering a Blackberry mailed Sunny "It looks like the bill was not charged to my visa card. Should I call Cingular directly or can you find that out for me? I need to put it up for reimbursement"......poor thing doesn’t even know how rich BOA is!
13. Completion mail sent by me... BP confirms "Jason's Memory has been installed and working fine"....feels good as if I am a part time neurosurgeon
14. Comments in a Power cord request "My laptop power cord (Dell D610) was "borrowed" from my office. It has been long enough that it is not coming back"...........Let me Lodge an FIR for ya...LOL.
15. Lynda Hale and Karen Detrick are requesting something called JAVA....is this a software? Please consult before processing.........This one is just Awesome, may be she should see some Psychiatrist.....
Year 2007, BACS-Gurgaon
Trainer cum Quality Analyst for Global Support Desk (Service desk moved from US & UK & setup in Gurgaon, India). Trainers were Kareem (US) & Laura (UK) – both are my best buddies now.
Basic role: My role was to creating training manual, combining best practices of both the worlds (US & UK) & then training new associates, setting up the Quality matrix along with another colleague (Eva – who is now a good friend).
Incident Management – Tracking tool used in BACS was Peregrine Service Center. Incidents – Issues which happens for already existing technology equipment & Infrastructure.
SLA’s with incidents are much more stringent than Requests, as it interrupts the basic functioning of the resources & maintaining those is the most important parameter in the quality matrix along with CSAT & AHT (for Voice process)
ITIL Framework:
Service Delivery Team:
Will be elaborating more on each section of ITIL Framework!! I would love to improve so your criticism is most welcome :)
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