Sunday, February 2, 2020

10 years with Udaan


26th Jan, 2010: Thinking that I should celebrate the republic day in its true spirit, I had volunteered for a CSR initiative with Udaan. This republic day, the association became 10 years strong and some of the episodes are still fresh in my otherwise frail memory.

We started with reading stories in English for the young minds in a small room designated as the Udaan Library. Within a few days, we graduated to playing board games as an additional activity to help build their confidence and make the students think strategically. I remember teaching chess to a few students and a game with Bharat is still very close to my heart. Bharat was a bright student and had taken a liking to chess from the very first game. It took only a few games before I ended up on the losing side. Admittedly, I am not a very good chess player, but I prefer to remember that game as an example of being a good coach. J

In Udaan, we are called Bhaiya/Didi and not Sir/Madam and that’s just one of the reason behind the bonding we share with the students. We are not just mentors and coaches but also their friends and in many cases feel as responsible as their elder brother/sister. That small room did not stand the test of time and Mumbai’s fast changing landscape, but the relationship I had developed with my first batch of students is still strong and resilient.






Teaching and Computers have been my passion and hobby; and hence when came the opportunity to Teach-Computers to Udaan students, I quickly grabbed it. That’s where I had first met Vinay, one of my favourite students and Nancy, who had infinite love and good wishes for her students in her heart.




The lab used to be in a dark basement of the erstwhile Transocean building, but was very well maintained from inside. Looking back, it sorts of had a poetic symbolism as most of the underprivileged students were being brought up in a tough dark environment but by providing good education to them, Udaan had lit up a spark inside.




The Saturday Club was another memorable association, which also was great fun for ourselves. Making fun presentations for “Around the world” with Ginny and launching an imaginary aeroplane at the start of each class are now stuff of the legend. I also taught Science weekday classes for a little while, which were hugely popular amongst the students. Many students asked me to take all their science and maths classes and it was heart-breaking not to accept it, owing to my work commitments. However, I can only aspire to be as good as Rajeev, my friend and fellow volunteer. Rajeev used to take Science-experiments class in the Saturday club and had such an enthralling style that even teachers used to line up outside his class to witness his magic.




During the culmination of the club each year, we used to make final presentations in the form of exhibitions and models, songs, dance and often we did go whole nine-yards. Both figuratively and literally.




Tulsi’s performance as the little brown mouse in the Gruffalo story still makes me smile.



During Udaan’s annual sports day event, I used to hone my photography skills and it made me proud whenever my click found its way to Udaan’s newsletter, boards, etc. However, the real pride was seen in the shining eyes of the winners of the race and the winners of the annual trophy. The entire day is an amazing experience which could not, and should not, be put to inert words for the sake of doing justice to the real experience.



I remember the decade gone by with joy and humbleness at the same time. It has been a highly enriching and educating experience for myself. I have learned various key skills in undertaking these projects, made great friends and lifelong associations, collected beautiful memories and continue to strive to spread happiness.




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

My first book is now published and I am inviting honest reviews for the same. The promoters are offering specimen copies to interested people/group in exchange for their opinion/review/feedback. Such reviews could be published on consumer websites, and the reviewer's blog or website, if any. Please let me know, if you would be interested for the same.
 The book is available on below sites (The hyperlinks take you to the book):

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 : English
Paperback : 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

IT service management (ITSM) refers to the implementation and management of quality IT services that meet the needs of your business. ServiceDesk Plus is an integrated web-based helpdesk tool that assists you in planning, setting up, and achieving the timely execution of IT services efficiently.
ServiceDesk Plus 8.x Essentials is a practical, hands-on guide that walks you through the features of ServiceDesk Plus 8.x to help you set up and manage day-to-day IT services. The book also helps you to understand and practice the ITIL methodologies while using the tool for daily operations.
ServiceDesk Plus 8.x Essentials conceptualizes the ITIL framework and takes you through the core processes and their implementation in ServiceDesk Plus 8.x in an easy and practical manner.
The book will also help you to learn the process flows and manage incidents, problems, assets, and configurations while understanding the scope and responsibilities of the helpdesk. It also takes you through controlling changes and releases and highlights the features of the tools. If you need a concise handbook for a complete understanding of the metrics, challenges and risks of ITSM, then you have found the right book.
With ServiceDesk Plus 8.x Essentials, you will learn everything you need to know to administer and manage IT services using ServiceDesk Plus, while making ITIL concepts practical and fun.

Approach

This is a practical, hands-on guide that assists you in setting up and efficiently managing ITSM.

Who this book is for

ServiceDesk Plus 8.x Essentials is for IT helpdesk managers, administrators, and staff, serving as a compendium for service management concepts useful for them.

Table of Contents

Preface
Chapter 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



              Friday, November 16, 2012

              Owning the Distribution of Release Notes

              I had written this blog for manageengine.com and won a $100 award for the same. Sharing it here now:

              https://blogs.manageengine.com/help-desk/servicedesk/2012/10/04/owning-distribution-release-notes.html

              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.