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Good god... I should've asked earlier !!!
That's a cool feature...
Thanks a lot, bro...
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Notice the field on services (Parent ID, Service child) but never know how to use them ? What are they for ?
Thanks in advance.
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Dear, Haim...
Now THAT fit in my first definition of certification. Those"best way" is the standard that the participant will achieve at the end of the course hence earning the certification.
So we're back square one.
I tame sysaid with the help of sysaid support team (Remember the jedi list ? NOT coincidence), bro. So the kudos are to you and your colleagues. Am simply a lucky padawan... *slight bow smile*
Which is my entire argument actually. But you're right... each people might need different kind of help.
When SysAid as prevalent as Microsoft, a certification might help one to land on a better job...
Hmmm...
Has ilient impose this so called certification on it's new recruits ?
*fake innocent look*
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ISO 9000 is a standard for management. It doesn't specifically cover IT. IT has it's own ISO no. However since ISO 9000:2001 they change the tone from management to customer satisfaction. That touches everything. That touches IT even if you only handle door access (no am not talking bout door with uniform guy with a smile, am talking about door in shop floor, production, warehouses). It's a new western imperialization instrument if you ask me... but I know you won't.
Anyway...
ISO standard basically said that you've got to document everything and track it. Write what you do, do what you write. And here lies the salvation. You got to write what you do. Nobody else can cause they don't qualified. And don't worry about getting it wrong. Auditing only cares if you comply to what you write. It doesn't .. it can't.. judge the quality of what you write.
If somebody outside the IT dept tries to write it for you, let them... it will bound to fail and when it does... you can point this out. This is important cause the entire tip I'm about to share depends on it - They give you a job, they should let YOU do the job.
This tip could benefit Ilient too if they decide SysAid should help IT pro in complying with ISO standard in general.
When the company adopt ISO 9000 you will be expected to create and track :
1. Objective quality
2. Quality procedure
3. Quality work instruction
I will not explain what they are cause you'll get that from whoever in charge with the standard adoption. But I will propose how you map those requirement to SysAid :
1. Objective quality is SysAid reports
2. Quality procedure is the helpdesk category (cross divisional)
3. And Work instruction is SysAid helpdesk routing (internal procedure)
By aligning your quality objective (for instance, support response time or support rate) with SysAid analyzer you get to automate the whole tracking thing. All you have to do is generate the report periodically (which SysAid already provide the function of repeating report).
As for the procedure and or instruction treat it as a service but give them distinct category to differ them from the problem-related service. Your routing help you handle the service just like your work instructions are meant to make it easier for you to fulfil your cross divisional obligations. You can either print it as excel table or pdf for traceability and performance report. I prefer excel (read:pivot table).
Can you feel the power of SysAid side now ?
*Darth Vader's tone and look*
Bonus tip :
In ISO relationship among divisional often being seen as a smaller scale of the core business. Division which provide input to other division is seen as internal supplier, and division which use those input is seen as internal customer. For instance; Marketing division is a customer of IT division cause marketing inquire and IT provide.
Hence the user satisfaction form in SysAid is analogous to the customer satisfaction form of the company. Use it to foster the spirit to aligned IT with business. Continuing improvement will fall in place as the culture.
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Most grateful C3...
Ok so to answer my own question... CMDB right now is like Project module before the notification is implemented - simply a USEFUL documentation where much of the action still done by the user.
Ok.
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Thank you for clearing things up Sarah...
Then the problem is in the term used; hence I have a suggestion rather than a question - use other word than "certification".
Certification means either :
You set certain standard of knowledge and certify those who meets the standard.
OR
You reward somebody/oganization for his/her/it contribution to SysAid in a clearly define aspect. Like oscar for actrees or grammy for musicians.
Both doesn't fit the definition you just proposed.
I mean if the spirit is sharing how come there's fee involved ?
The way I see it we share best practice here in the forums...
If you want a formal kinda sharing that could be some sort of marketing campaign (which is no sin, really, I understand) here's another couple suggestion :
You either conduct a seminar like event - this is excellent in terms of speed in addressing current issue or challenge
OR
You hold an EXPO kinda event where you showcase some of best sysaid implementation by customers.
No ?
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I think I should add...
Don't aim to satisfy, aim to reduce complains.
Results are the same but while the former will harvest aggravation and frustration the later will drive innovation, maturity/growth and you get to have fun in the process...
You don't satisfy cause it's the nature of people to always want more and it is mostly subjective than objective.
This is why although this measurement is paramount to prove whether a system works or not, it is NEVER set as a quality objective.
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89% of them like their job ?
Are these people real ?
Brought tears to my eyes... *sniffles*
mspake wrote:Oh man, what's a girl gotta do to get a shirt and mug?
Good god... never NEVER ask such question in an IT support forum, dear...
I'm Belix... by the way, Obelix...
*shaken not stirred kinda smile*
Greetings...
*slight nod wider smile*
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Haim wrote:So lets say that you need to get one of your database servers down, and one of your users open a service request that a software is not working, in the CMDB tab of the service request, you can see the user's assets and the software he is using, and the server's/services needed for it to work properly and that your database server is effecting him.
Can I have screen shot of this ?
Thanks in advance...
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5.108.
Hmmm.... never know SysAid got patches.
The link doesn't work...
There's however http://ilient/patch, unfortunately it's forbidden for regular user.
How do I get the patches, bro ?
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Oooo one other thing...
Try to keep all the mailing local.
If you use address like yahoo, or gmail or stuff... you got spam goes straight to your helpdesk !
So if this prove to be useful, might be necessary to :
1. Add more powerful filter on mail integration (simple keyword thing that talk to the routing setting would be enough I think)
2. Add not only pop3 but Exchange mail scheme on the mail retrieval thingy.
And thank you... thank you...
Simply forwarding the good karma.
*slight bow smile*
Now a pop quiz...
What do you do with devices that do not have mail notification capability ?
*wicked wicked eyes*
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AWWWWwwwww.... I think it's time for a group hug...
*spreading arms and closing in until catching Haim's stares*
Or not... or not...
Mua hah ah ah ah ah ah ah ah a hahahahahahahahahahaaaaaaaaaaaaaaa
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I got issues with SysAid monitoring module which is not SysAid fault. It's my local policy.
Is that the end of it ?
Nope.
One of the coolest thing in SysAid is the integration thing.
It basically let you monitor anything that has e-mail notification capability... which is practically EVERYTHING from server, firewall, Router, Printserver, UPS, your girlfriend, your EX girlfriend, your best friend who's now with your EX girlfriend... you got the idea...
Some example of what you can pipe into SysAid to be follow up :
1. Server's log (Or Event viewer sez M$..)
2. Printer status
3. UPS status
4. Backup status
5. IT related ERP status
6. Your antimalware flags
Etcetera... etcetera... etcetera...
Here's how you do it :
1. Prepare separate mailbox (read: mail address) for each devices (or persons if you take my joke seriously).
2. Create a category for each devices (this is the reason why you need separate mail address).
3. Register and set the retrieval account of all those address on the integration thing and assign the category.
4. On each of those devices you want to monitor set the notification to the corresponding address you register on the integration thingy.
Voila...
You're the SysAid ALmighty...
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Following up on this...
There's an annoying side effect - on the messages, all the bloody html tags appear !
What say you Haim ?
*hobit look*
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Did I miss anybody ?
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