My career in IT began in 1975. It was an entry level position in the IT Department of a large heavy engineering company. On my fi rst day at work I recall being quite intimidated by the fl ashing lights and low hum of the expensive equipment in the Computer Operations Room – my new “work home” for the next 6 years
As the most junior person on the team my duties – as explained by my supervisor that day - would be limited to no more than answering the phone. Little did I know at the time, but I was about to become the Help Desk. My nervousness sky-rocketed at the thought of explaining to people why computer systems might not be working. However, when I asked for guidance my supervisor declared. .
“Don’t worry, it’s easy! People only call for one of three reasons: 1. They may say “I haven’t received my printed report.” Just ask for the report name, write it down and tell them we’ll re-print the report tonight and they can collect it tomorrow. 2. Or, they may say “I’ve forgotten my password.” Just give them Neil’s phone number – Neil resets all passwords. 3. The only other reason they could be calling is because their terminal isn’t working”.
Oh no! I’m going to need some deep technical knowledge & experience to be able to handle this type of call. Maybe I should re-think this whole “career in computers” thing. Then what I heard was. . .
“This is the easy one. Just tell them “We know it’s not working, we’re working on it.” Then just hang-up.”
Really! Service circa 1975. We’ve come a long way since then. Not just through advances in infrastructure performance and more powerful programming techniques, but also in how we organize ourselves. We now have best practices in all areas of IT – drawing upon our own experiences and the experiences of our peers right across the industry. The goal of these best practices is to leverage proven methods for handling repetitive tasks in effi cient and effective ways so we can achieve better, faster and cheaper results.
And today, as the “Service Automation Framework” explains, we’re able to further empower ourselves and our customers through new processes, new defi nitions and new ways of thinking. Adding value through enhanced quality of service and delivering better, cheaper and faster results for a new generation.
Good luck on your Service Automation journey!
President, Pink Elephant
The Service Automation Framework for the design and delivery of automated services by Jan-Willem Middelburg
Service Automation Framework
9789401800624 – hardcopy
9789401800631 – eBook
The launch of the certification scheme supports the publication of the Service Automation Framework Alliance (SAFA) guide and provides candidates with practical tools and techniques of Service Automation that can be applied instantly.
Find out more at: http://www.apmg-international.com/en/qualifications/SAF
Or at: www.serviceautomation.org