Creating Documentation

Documentation is part of the workflow cycle. Creating documentation is not an easy job. Here are some tips you can do to make your job documentation.

1. Include Image
Use the picture as a supplementary text to minimize the length and complexity of your document. User system love to see pictures, diagrams, tables, and lists in the form of bullet points for quick reference.

2. Give examples
Examples are the appropriate way for end users to learn new software to be more easily understood.

3. Do not make assumptions
At the time documentation, place yourself as a new user. Documentation must be written in such a way, step by step instructions and placed in the appendix, a separate chapter, so do not look messy.

4. Anticipate Problems
Document how to overcome the problem and give to the users and help desk. Document the events that sometimes occur during the use of the system. Documentation that you create must be to anticipate problems and provide detailed plans and instructions for system recovery.

5. Review Documentation
Take time to review your documentation. The first review takes the issue of "macro", such as structure, style; second review takes the issue of "micro" is more specific as to the issue of a sub-section.

6. Humanize Documentation
Make your documentation so that the reader will be more comfortable at the time to read it.

7. New Technology Exploration
Use of new technologies in manufacturing documentation to reduce costs and improve effectiveness.

8. Create Own Documentation If Allows
If you are making system, then make up your own documentation for your system because you know best about the system that you create.

9. Synchronization Documentation
You can reduce the time the documentation if you make the End User Documentation with the System Documentation. You can exchange information between them and reduce the missing information.

10. Follow the Standard Documentation Guide
Create and follow standard formatting guidelines. This will assist in ensuring that no important information missing that facilitate reading by the user. Read More..

Troubleshooting methods for Problem Control activities as part of the Process Management (PRM)

Ishikawa Diagram
Ishikawa diagram or often called the cause-and-effect diagram or tree diagram or Fishbone diagrams, visually showing the various factors that affect the quality characteristic, outcome, or a problem. The main effect of the preparation of this diagram is the increased understanding of one's will a problem and sharpen the results of analysis carried out in the discussion. In an Ishikawa diagram is usually a problem is represented by "tree". The main factors of the problem is represented as a "branch" while the secondary factors as a "branch", and so on.

Kepner and Tregoe Analysis
Kepner and Tregoe stated that the analysis of a problem must be a systematic process to solve the problem and should optimally utilize the knowledge and experience of a troubleshooter. Systematically, the method is divided into 5 phases of activity:
1. Defining the problem.
2. Describe the problem based on the identity, location, time and size.
3. Structuring the possibilities solution.
4. Testing the most probable solution.
5. Verify the actual cause.

Defining the problem
Problems should be defined by describing what happened deviation of service level agreed upon with the user.

Describe the problem based on the identity, location, time, and size
Describe the problem using the following aspects:
• Identity: Which part functioning and not, and what's the problem?
• Location: where the occurrence of the problem and the problem does not occur?
• When: when the problem? How often does this problem occur?
• Size: how big this problem occur?

Structuring the possibilities solution
The output of this activity is a list of possible root of the problem.

Testing the most probable solution
Every possible root of the problem must be analyzed and tested the solution accuracy.

Verify the actual cause
The most likely solution to be verified before it is implemented to overcome the problem. Read More..

Problem Management IT Services

Management problems or better known as Problem Management (PRM) is a process that is identified as part of the activities in the Service Support ITIL v2. This process is then updated in a cycle in Service Operation ITIL v3. Management of IT service problems is an important process in maintaining the quality and perfection of the performance of an IT service.


Problem Management
Referring to the ITIL v3 books, the definition of PRM process can be summed up several points:
1. PRM manages the problem of the first appeared to find permanent solutions.
2. PRM can ensure that similar problems will not happen again in the future if run properly.
3. PRM can prevent the occurrence of incidents or disturbances in the course of many IT services that can then minimize the negative impact of the incident.
As a process, PRM has several key activities that become specialties, namely:
1. Problem Control
2. Error Control
3. Proactive Prevention of Problems

Problem Control
Problem Control is a set of activities in the PRM process that focuses on handling problems effectively (a problem addressed by the appropriate resources and capabilities) and efficient (the problem will be handled with good troubleshooting method). Several methods are commonly used:
1. Kepner and Tregoe analysis.
2. Ishikawa Diagram.
The main objective of the Problem Control activities is to identify quickly the root problem of an incident / disruption and provide IT services to the agents enter the Service Desk will be there whether or workaround for any problem.


Error Control
Error Control is a set of activities in the PRM process to ensure that focuses known errors have been eliminated completely so that IT services can walk normally again, through a mechanism of change. Where the mechanism is regulated by other processes in ITIL, the process of Change Management (CHM). In the concept of ITIL, which is a known error is the cause of the problem / damage a known problem. Known to the point of this error, the practical activities of the Control Problem was over who would then proceed with the activity of Error Control.

Proactive Prevention of Problems
PRM processes include reactive and proactive process for handling the problem. Activities that tend to be reactive is the activity of the Control Problem and Error Control, in the sense that both of these activities will only run if there is an incident / disruption in IT services.
PRM is a set of proactive activities that focus on identifying problems and known errors before handling an incident / disruption in IT services. But to be noted is that not all incidents / disturbances giving signs of damage in advance. Read More..