16-20 May 2011 - Project work is already underway, and is picking up speed each day with the deadline now only 8 days away. The Fantasy Teams project follows the traditional SDLC and this week the requirements analysis has ben completed and most (if not all) of the design (ERDs, Class diagrams, Sequence diagrams, etc.) is also done. Coding it is next week. This involved a significant number of meetings in an attempt to ensure that everyone was on the same page.
Working together...
On the other side, having agreed on deliverables for the Service Management assignment, the time to deliver had come. For this week, we held 3 review meetings with the associates experienced in the field and looked at the ITIL-inspired process regarding Incident and Problem Management. Incident management covers the process flow for Service Desk (Level 1), Application Support (Level 2) and Business Unit Support together with Business Technology Support (System Admin, Database Admin, etc.). Problem management is slightly different and the key focus is on providing a solution to the underlying problem rather than simply restoring the service so that business can continue. In addition to these processes, SLA development including identification of prioirty levels and creteria was also started.
What are other ITIL processes?
Lastly, we also got the opportunity to meet fellow South Africans who are also here on training. They are based in Cape Town and work for a company called Fundamo (http://www.fundamo.com/). So it was quite nice to hang-out with them and sharing our experience of India and what they can look forward to in the next 5 weeks.
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So time really does fly when you're having fun. Still can't believe we are heading home at the end of next week. A very exciting prospect I must say. But for now, it's best we keep our heads down and complete our projects.
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