Sunday, February 2, 2020
10 years with Udaan
Sunday, August 3, 2014
Challenges and opportunities
It is said that speaking in public is the numero uno fear in people; but kids at Udaan have always been special and different from the rest.
I am volunteering for the Saturday Club again in this term, but chose a different club just to break the monotony. This Saturday was my first time with "The Book Club". I was there early to soak in the atmosphere and to comfort the butterflies in my own stomach. 25-30 young kids entered the room and were neatly divided into 6 groups with one volunteer in each group. I had 5 curious minds joining me in my group. After a quick round of introductions, we faced the mighty challenge to pick only one of the multiple stories packaged in attractive colors and characters. To solve the great mystery, we applied the time trusted technique of - "Akkad Bakkad Bambe Bo". This broke the ice. We then dived right into the colorful world of 'Bubbles' - the naughty chimp and talked about his extravaganza of drawing on the walls of his home and then helping his Mom clean it up. My 5 friends then all drew a bouquet and added a thank you note for their own Moms. Then came the interesting part of one kid in each group going to the center of the classroom and sharing the story with all. I was preparing myself for having to convince one of the kids to take this up, but it was the other way round. All the 5 were keen to take this up and I, instead had to convince them that only 1 of them will get to be the narrator that day.
This Saturday, I learnt the true meaning of the old adage of "Converting challenges into opportunities". Adulthood brings a lot of fear and scepticism with it, but sky is the limit for these kids. They are ready to take the flight, to take that 'Udaan'.
Friday, October 4, 2013
My first published book - inviting reviewers
Packt Pub
Amazon UK
Amazon.com
Barnes and Noble
Safari Books
Oreilly
The book is available both in paperback and ebook format. You could also download sample chapters in PDF format.
Book Details
Language : EnglishPaperback : 114 pages [ 235mm x 191mm ]
Release Date : September 2013
ISBN : 1849696640
ISBN 13 : 9781849696647
Overview:
- Learn to quickly set up and effectively use day-to-day IT services
- Understand the vital terminologies in a simplified manner
- Learn to swiftly deal with issues and resolve recurring problems
- Keep track of your assets and plan for safer changes
- Use the tool with easy-to-follow, step-by-step instructions to achieve your milestones
What you will learn from this book
- Get to grips with the prerequisites and process flows for managing helpdesk activities
- Set up ITIL processes easily and quickly in your team/organization
- Understand the purpose, objective, and scope of the core processes
- Discover and manage IT assets, purchase orders, and contracts
- Control changes and deploy successful releases
- Manage the Knowledge base, create reports, and schedule backups
- Resolve incidents quickly and minimize adverse impact, while avoiding the recurrence of issues
- Meet the challenges and minimize risks in maintaining a successful service desk
In Detail
Approach
Who this book is for
Table of Contents
PrefaceChapter 1: Conceptualizing IT Service Management
Chapter 2: Managing Incidents and Problems
Chapter 3: Managing Assets and Configuration
Chapter 4: Controlling Changes and Releases
Chapter 5: Service Desk – Where the Value Is Realized
Chapter 6: Making Life Easier – Handy Features
Index
- Chapter 1: Conceptualizing IT Service Management
- Understanding IT Service Management (ITSM)
- Differentiating between process and function
- Differentiating between Service Level Agreement (SLA) and Operational Level Agreement (OLA)
- Differentiating between Service Portfolio and Service Catalog
- Deleting a Service Category
- Summary
- Chapter 2: Managing Incidents and Problems
- Understanding the purpose, objective, and scope of Incident and Problem Management
- Understanding Incident Management
- Understanding Problem Management
- Stipulating the requirements for Incident and Problem Management
- Understanding the IPM process flow
- Implementing the Incident Management process flow
- Step 1 – identifying and logging incidents
- Step 2 – categorizing incidents
- Step 3 – prioritizing incidents
- Step 4 – diagnosing incidents
- Step 5 – escalating incidents
- Step 6 – resolving and recovering from the incident
- Step 7 – closing the incident
- Implementing the Problem Management process flow
- Step 1 – detecting the problem
- Step 2 – logging the problem
- Step 3 – categorizing the problem
- Step 4 – prioritizing the problem
- Step 5 – investigating and diagnosing the problem
- Step 6 – resolving and closing the problem
- Establishing the roles and responsibilities of ServiceDesk Plus
- Assessing risks and identifying metrics
- Summary
- Chapter 3: Managing Assets and Configuration
- Understanding the purpose, objective, and scope of IT Service Asset and Configuration Management (SACM)
- Managing assets via the Configuration Management Database (CMDB)
- Step 1 – deciding and configuring CI Types
- Step 2 – populating CIs
- Method 1 – using a CSV file
- Method 2 – adding new CIs manually
- Method 3 – Windows Domain Scan
- Method 4 – Network Scan
- Method 5 – importing from the Active Directory
- Step 3 – creating the Information Model
- Managing Software Assets
- Tracking software and licenses
- Managing purchase orders
- Managing contracts
- Summary
- Chapter 4: Controlling Changes and Releases
- Understanding the purpose, objective, and scope of Change and Release Management
- Understanding the process flow
- Implementing the Change Management process flow
- Step 1 – creating and recording the RFC
- Step 2 – reviewing the RFC
- Step 3 – assessing and evaluating the change
- Step 4 – authorizing changes
- Step 5 – coordinating implementation
- Step 6 – performing a post-implementation review
- Step 7 – closing the Change Record
- Implementing the Release Management process flow
- Step 1 – planning the release
- Step 2 – preparing for build, test, and deployment
- Step 3 – building and testing
- Step 4 – testing service and pilots
- Step 5 – preparing for deployment
- Step 6 – performing deployment
- Step 7 – verifying
- Step 8 – offering early-life support
- Step 9 – reviewing and closing the record
- Establishing the roles and responsibilities of the service desk
- Assessing risks and identifying metrics
- Summary
- Chapter 5: Service Desk – Where the Value Is Realized
- Service desk – the visible face of the business
- Establishing the critical roles and responsibilities
- Managing events
- Raising event notifications
- Comparing event correlations
- Managing incidents
- Managing problems
- Fulfilling service requests
- Managing access
- Other processes
- Understanding the value-adding responsibilities
- Understanding Knowledge Management
- Generating reports
- Using predefined ServiceDesk Plus reports
- Using custom reports
- Using query reports
- Using flash reports
- Using scheduled reports
- Managing the administrative and housekeeping tasks
- Understanding the challenges, critical success factors, and risks
- Understanding the challenges
- Understanding the critical success factors
- Assessing risks
- Summary
- Chapter 6: Making Life Easier – Handy Features
- Revisiting the knowledge base
- Using the remote control
- Controlling with e-mail commands
- Archiving data for housekeeping
- Conducting user surveys
- Summary
Friday, November 16, 2012
Owning the Distribution of Release Notes
“The release notes are written by the development/testing teams, but who should be distributing them out to users?
Same team who have written the release notes? Release/Change Management teams? OR should it be the Service Operations helpdesk?”
I was lucky to be a part of this interesting discussion recently and summarizing the important points in this article. Before providing a view on this matter from an ITIL perspective, I am putting a couple of points to also be considered:
1. Distributing Release Notes, in itself, is not the best way to inform users about the changes. There are other ways, including integrating this information within the application so that the users are informed of the changes, when and where they need to know it. This aspect needs to be kept in mind, before going down the old road of creating and distributing the release notes.
2. In several organizations, there are teams (ex: customer communications) who could be made accountable for this task.
Finding the answer from ITIL Framework
To derive the answer to our original question, we must first decide whether the Release Notes constitute to be a part of the Configuration Management Database (CMDB). In most scenarios, Release Notes itself will be an important part of IT systems and hence need to be tracked and controlled.
Now, as evident from ITIL framework, all CMDB items are under Change control and hence need to go through the Change Management process and executed under Release Management’s authority.
Conflict between Practical World and ITIL?
Some of us might have experienced that a Release Manager is not best suited to distribute the Release Notes, esp. when the Release Team is not completely responsible in Build/configuration of the code. In such cases, ITIL ‘s suggestion looks to be conflicting, but it’s NOT.
RACI coming into the picture
Even in such cases, the Release Manager should be accountable for and overseeing the distribution, but the underlying responsibility might continue to sit with the Dev/Build Manager.











