the process

I am still downloading the drivers for the Compaq EVO PC of one of my neighbours.
I can't seem to make the NIC card work, oh my.

Prior to this, I finished 2 online meetings in one day (whew!). Well I have more than 2 weeks of vacation from work, but I still need to attend these WHILE I AM ON VACATION.

The first one is for TOI (Transfer of Information OR Knowledge Transfer like what the others are calling it). While the second one is support transition for an account. Aargh! Talking about vacation. Nice.

Well, I've got a problem. You see, I am new to my current company and I still don't know the different processes and information required and needed in my work. So when the transition manager started asking for information that we may need during and after the transition, I didn't know what to tell her. I was thinking, since I worked as a technical support before, I should know that already. But I guess I still don't. Sure I know the technical side of it, but I don't know the PROCESS, the process of the team, of the department, and of the company. This PROCESS is what holding me back to do my work and also to CONTRIBUTE to my team.

For the past 2 jobs and the past years I worked as a technical support engineer, it is only now that I meet this so called PROCESS. Of course we also have different processes and policies on my previous jobs, but this is the only time that I have to really think about, and work with, the PROCESS. I guess I have to read, study, and 'really' learn ITIL this time. The work I had on my last job deals only with the Problem Management aspect of the ITIL. I don't care about the whole process before as I was focused more in dealing with the problem, finding the cause, and formulating a solution. After giving the solution, I don't care about the documentation. That part should be taken care of by the other engineers who escalated the case. Well, that will change now. I will not survive with only my technical skills. I will be posting why this is the case in my future posts as the download is already finish.

Let me end this entry for now and get the driver installed on the machine.
Let's save some stories on my next post.

P.S
You can look for ITIL in Wikipedia. :D