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<p class=MsoNormal style='text-autospace:none'><b><span lang=EN-US
style='font-family:"Verdana","sans-serif"'>How training for IT professionals
supports your business…<o:p></o:p></span></b></p>
<p class=MsoNormal style='text-autospace:none'><b><u><span lang=EN-US><o:p><span
style='text-decoration:none'> </span></o:p></span></u></b></p>
<p class=MsoNormal style='text-autospace:none'><span lang=EN-US>That businesses
in Kenya are experiencing a chronic skills shortage, is a well-known reality.
However organizations must realize that a “head-in-the-sand”
approach to training and skills development will not help them or the Kenyan
community to become a serious force in world circles.<o:p></o:p></span></p>
<p class=MsoNormal style='text-autospace:none'><span lang=EN-US><o:p> </o:p></span></p>
<p class=MsoNormal style='text-autospace:none'><span lang=EN-US>Recent events
in Kenya (namely the connection to the rest of the world through fiber optic
cable) has bought the importance of information technology and customer focused
solutions into the minds of business people looking to enhance and grow their
operations. From the largest Government department to the smallest at home
business there is a place for IT to both education, entertain and enlighten.<o:p></o:p></span></p>
<p class=MsoNormal style='text-autospace:none'><span lang=EN-US><o:p> </o:p></span></p>
<p class=MsoNormal style='text-autospace:none'><span lang=EN-US>Medium to large
businesses are more aware of the opportunities in a commercial and customer
satisfaction perspective, but the reality is that all the technology will do
nothing if the right people do not have the right skills to support it.<o:p></o:p></span></p>
<p class=MsoNormal style='text-autospace:none'><span lang=EN-US><o:p> </o:p></span></p>
<p class=MsoNormal style='text-autospace:none'><span lang=EN-US>Skills
development in most IT staff has historically focused on technical training in
the various applications that are being used in the business. While such
training is critical what is missing from IT professionals is a lack of
understanding regarding the importance of services as they apply to the
business user. This missing customer focus does nothing to help the credibility
of the IT professionals who feel that they are working long days with little or
no appreciation.<o:p></o:p></span></p>
<p class=MsoNormal style='text-autospace:none'><span lang=EN-US><o:p> </o:p></span></p>
<p class=MsoNormal style='text-autospace:none'><span lang=EN-US>Once IT
professionals are educated in the way that business people think; then they
automatically become aware of how to communicate better and in a language that
the business can understand.<o:p></o:p></span></p>
<p class=MsoNormal style='text-autospace:none'><span lang=EN-US><o:p> </o:p></span></p>
<p class=MsoNormal style='text-autospace:none'><span lang=EN-US>The other
aspect of managing technical solutions relates to the techniques required to
support the IT infrastructure as a cohesive unit. This means that all IT
professionals share a common view of how the infrastructure delivers services
and how to behave to fix user issues, how to solve problems so they don’t
reoccur and how to implement change in a way that does not spell disaster for
the business.<o:p></o:p></span></p>
<p class=MsoNormal style='text-autospace:none'><span lang=EN-US><o:p> </o:p></span></p>
<p class=MsoNormal style='text-autospace:none'><span lang=EN-US>So the question
is: where can IT professionals learn the importance of customer service and
proper process? The answer lies within the <b><span style='color:#C00000'>ITIL</span></b>
Framework. <b><span style='color:#C00000'>ITIL</span></b> is an acronym for<b><span
style='color:#C00000'> Information Technology Infrastructure Library</span></b>.
It introduces to all IT professionals the concepts of strategic, tactical and
operational level thinking when it comes to communication to people and support
of technology. ITIL teaches the pupil how to approach technical issues as they
happen, how to reduce the possibility of anything going wrong and how to plan
for growth and performance of the systems they support. Above all this, <b><span
style='color:#C00000'>ITIL</span><span style='color:#8D3C33'> </span></b>teaches
the student that business people rely on services in order to deliver
organizational objectives and that as a team the entire IT department is
responsible for delivery of those services.<o:p></o:p></span></p>
<p class=MsoNormal style='text-autospace:none'><span lang=EN-US><o:p> </o:p></span></p>
<p class=MsoNormal style='text-autospace:none'><span lang=EN-US>The <b><span
style='color:#C00000'>ITIL</span></b> framework has a series of training
courses that are suited to all levels of experience within the IT department.
The framework is globally recognized and carries levels of certification that
can ultimately lead to “ITIL Expert” status for the individual. <o:p></o:p></span></p>
<p class=MsoNormal style='text-autospace:none'><span lang=EN-US><o:p> </o:p></span></p>
<p class=MsoNormal><b><i><span lang=EN-US>By Roger Purdie<o:p></o:p></span></i></b></p>
<p class=MsoNormal><i><span style='font-size:10.0pt;color:#4F6228'>Roger Purdie
is certified as an ITIL v3 Expert and is a member of the ITIL Qualification
Board. <o:p></o:p></span></i></p>
<p class=MsoNormal><i><span style='font-size:10.0pt;color:#4F6228'>He is currently
the Managing Director – Quintica Kenya as well as Group Projects Director
for the Quintica Group of companies.<o:p></o:p></span></i></p>
<p class=MsoNormal><span lang=EN-US><o:p> </o:p></span></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Regards,<o:p></o:p></p>
<p class=MsoNormal><b><span lang=EN-US style='font-size:10.0pt;color:#C00000'>Moses<o:p></o:p></span></b></p>
<p class=MsoNormal><b><span lang=EN-US style='font-size:10.0pt;color:#1F497D'><o:p> </o:p></span></b></p>
<p class=MsoNormal><b><span lang=EN-US style='font-size:10.0pt;color:#1F497D'><a
href="www.quintica.net"><span style='color:blue'>www.quintica.net</span></a><o:p></o:p></span></b></p>
<p class=MsoNormal><b><span lang=EN-US style='font-size:8.0pt;color:#1F497D'><o:p> </o:p></span></b></p>
<p class=MsoNormal><b><span lang=EN-US style='font-size:10.0pt;color:#1F497D'>Moses
Kamau<o:p></o:p></span></b></p>
<p class=MsoNormal style='margin-bottom:3.0pt'><span lang=EN-ZA
style='font-size:9.0pt;color:#1F497D'>Sales & Service Manager<o:p></o:p></span></p>
<p class=MsoNormal style='margin-bottom:3.0pt'><span lang=EN-ZA
style='font-size:9.0pt;color:#1F497D'>Kenya Office: +254 20 444 2900<o:p></o:p></span></p>
<p class=MsoNormal style='margin-bottom:3.0pt'><span lang=EN-ZA
style='font-size:9.0pt;color:#1F497D'>Kenya Mobile: +254 720 416 564<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;color:#1F497D'>Email:
</span><span style='font-size:10.0pt;color:#1F497D'><a
href="mailto:moses.kamau@quintica.com"><span style='color:blue'>moses.kamau@quintica.com</span></a>
</span><span lang=EN-US style='font-size:10.0pt;color:#1F497D'><o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;color:#1F497D'>Skype:
moses_kamau<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US style='font-size:10.0pt;color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><img border=0 width=644
height=117 id="Picture_x0020_1" src="cid:image001.jpg@01CB0D3E.3D948C70"
alt="Quintica email banners (2)"></span><span lang=EN-US style='color:#1F497D'><o:p></o:p></span></p>
<p class=MsoNormal><o:p> </o:p></p>
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