Website Haris Munandar

Source: blogs.techrepublic.com

The consulting firm I work for recently asked me to find a solution to meet our help desk needs. Specific qualifications had to be met for this help desk system to become “the one.” I assumed the task would be simple — after all, I’ve spent the last 10 years covering software of all sorts, including help desk tools. The reality was much different. There are a LOT of help desk systems available. So many, I quickly realized just how challenging the selection would be.

During the process, I also realized how important it is to know exactly what you are looking for and how to find what you need. Thus, I came up with this list of the most critical factors to consider while searching for a help desk system.

1: Know your budget

You will find help desk solutions ranging from $0 to just about any figure you can image. I came across systems that priced out at nearly $900 per tech. Our firm has seven techs — you can do the math there. Other vendors charge a monthly fee, and although some of them offer a number of amazing features, the cost was out of reach. We knew our budget, so that dictated which tools were out of limit. With your budget in mind, don’t make any assumptions that the more you pay, the better the tool will be. And considering that we wound up choosing an open source solution (free) that had every feature we needed, cost can be misleading.

2: Map out and prioritize the features you need

A help desk system can be a make or break a firm. This tool will help you manage your tickets and track the flow of work. Without such a system, you’ll have a difficult time ensuring all of your customers are taken care of in a timely manner. For our situation, one of the key components was the ability for clients to submit tickets via email. Beneath the email system, we needed to be able to assign tickets to specific techs as well as elevate tickets. Because we knew exactly what we were looking for, we were able to quickly weed out the systems that didn’t cover our bases.

3: Check email compatibility

One of the issues we had in finding an email-submission system was that the system had to be compatible with an Exchange server. Because Exchange doesn’t play well with others, this made the task quite a challenge. So great was this challenge, we had to rethink the process of email ticket submission and enable IMAP for email. A number of systems are compatible with one email server or the other. Very few are compatible with both.

4: Think database

One of my personal requirements was that the system be database driven. Because one of the help desk system’s primary goals was keeping tabs on the flow of business, being able to rely on this system, as well as back up the data, was crucial. Having a system based on a database makes backing up a much easier (and more reliable) task. If you will be reyling on this system for business, think very seriously about finding one that requires a database.

5: Don’t forget security

In many cases, your ticketing system will be passing client data back and forth. This data might contain passwords, addresses, names, and other sensitive information you don’t want outsiders to lay their eyes on. For this reason, make sure the tool you select can be secured in both environment and data transfer. If you are using an email-driven ticketing system, consider SSL or some form of encryption.

6: Personalize your email templates

If you want to use email for ticket submission, you will most likely be replying to those emails with auto-responses. But you won’t want to use generic templates that don’t make your clients feel like they’re being taken care of. Generic responses make people think they’re a number. And since you depend upon client loyalty, you want them to know how important their business is. Make sure you take the time to personalize those templates so that your business and the personality of your business are reflected.

7: Consider the need for a Web interface

Some tools offer both email-based and Web-based ticket submission. Many clients want the ease of email submission. But others prefer the control of a Web-based system. Some clients will not want just anyone being able to submit a request to an email address. With a Web portal, some clients will feel they have more control over how, when, and why their employees submit help requests.

8: Evaluate ticket management features

You might assume that all help desk systems would be able to granularly manage tickets. Assigning, re-assigning, escalating, resending, closing, canceling… you’d think all systems would include these capabilities. That is not an absolute. Some systems offer more in the way of ticket control than others. Know how much control you want over your tickets before you start looking at the offerings. Don’t settle for a system that doesn’t offer the control you need — you won’t be able to “make it work for you” in this case.

9: Be sure you’re branded

Both in email submissions and Web fronts, your help desk must be branded for your company. The last thing you need is for your clients to think you don’t care enough to make your tools “yours.” Sending out auto-responses that say, “This ticket submitted by HELP DESK” is just not professional. Make sure the tool you choose can be branded with your logos, URLS, information, copyright information, and legal information (if necessary). Do not settle for anything less.

10: Make it easy

Your help desk system needs to be useful to your users. If you wind up with a system that is overly complicated, it will hinder your company’s ability to work smoothly. The point of a help desk is “help.” Over the period I spent testing various tools, I came across very easy tools and insanely difficult tools. Fortunately, most tools offer an online demo or a trial period. Take advantage of that to find out if the tool you are considering is user-friendly enough for your employees. Otherwise, you may find your help desk system is more hindrance than help. For the sake of your employees and your clients, choose wisely.

source: blogs.techrepublic.com

If you want to succeed as a leader, you can only do it by setting up your team members to succeed. And if your team consists of knowledge workers and IT managers, you need to develop a special brand of leadership — one that continually challenges them and allows them to solve problems independently. This episode of Sanity Savers for IT executives shares a few tips to help you guide your team to peak performance.

1. Don’t provide all the answers

You are the leader. But that doesn’t mean you have a monopoly on all of the good ideas. If your employees are hesitant to make decisions without asking your opinion first, you probably need to change some of your tactics.

When they present you with information and ask what to do about a situation, push the ball back into their court and ask them, “What do you think?” They might be surprised at first, but after you do that a few times, they’ll start thinking it through before they come to you so that they’re fully prepared to discuss the matter and make a recommendation.

That’s a good thing, because they’re usually closer to the customer and more familiar with the details of the work. You need their opinions. And you need them to make some of their own decisions.

2. Align people with the stuff they are passionate about

Make sure you have the right people in the right seats. Take stock of all the talents you have on the team and reshuffle the deck if you can give your team a better chance at success. Don’t keep someone in a job role just because they’ve been doing it for long time — not if you truly think their talents are better suited for another role.

You should also find out what people are passionate about and try to align them with job roles and projects that let them channel some of that passion. That could mean putting them in an area where they don’t have much experience. But if their work history makes you think they can succeed, it’s usually worth the risk. Their passion will usually fuel a strong desire to learn and to grow.

3. Avoid throwing people under the bus

In any organization, there are going to be times when you fail. When things don’t pan out as you hoped, do a postmortem to figure out what went wrong and to learn from it. If egregious errors were made by individuals, deal with them privately, if necessary. Let them know your expectations for how this should be handled in the future.

Above all, don’t publicly blame individuals — either directly or indirectly — in meetings or team e-mails. If you do, you risk creating an atmosphere in which people are so afraid to make mistakes they won’t do the proactive and creative work necessary to avoid future problems and to drive innovation.

4. Build consensus by letting your team know WHY

One of your key responsibilities as a leader is communicating about new initiatives and strategy changes. The worst thing you can do is surprise your staff members with a fully formed idea about a new way to do something that will drastically alter their day-to-day work.

Whenever possible, give people an informal heads-up that a change is coming and let them know some of the reasoning involved. If they don’t agree with the reasoning, they can express their dissent. They might even bring up a concern that should be considered before the final plan is solidified. An even better course of action is to have a brainstorming session with your team when you are still formulating a new idea or strategy change, so you can gather their ideas and feedback.

You may sometimes have to spring something on your team, but try to limit those occasions. Even then, make sure you fully explain reasoning behind the decision.

5. Trust your people, and let them know it

IT jobs typically require creative solutions and decision-making. Your staff needs to stay sharp mentally to achieve top performance — and it’s up to you to build an atmosphere that encourages that kind of creativity.

One of the best things you can do is to let your employees know that you trust them and that you have faith in their ability to do the job, solve the problem, and meet the deadline. Now, if you don’t trust them, that’s a deeper problem altogether. In that case, you’ve identified an employee that you need to either manage up or manage out.

Managing knowledge workers and IT managers requires you to foster and encourage independent thinking, creativity, and problem solving in an environment of trust. And that’s a tall order. But following the leadership strategies we’ve looked at here can help you build a passionate, productive IT department that’s dedicated to delivering top-notch results again and again.

Kata ‘afw berasal dari akar ‘a-f-w dengan pola ‘afa – ya‘fu - ‘afwan. Arti asal dari al-‘afw ialah al-qashdu li tanawuli asy-syai’, ‘keinginan atau tekad untuk mencapai sesuatu, demikian penjelasan al-Asfahani. Menurut Ibnu Manzur, kata al-‘afw memiliki dua makna, yaitu: 1) menunjuk kepada arti “meninggalkan” atau “mengabaikan sesuatu” dan 2) menunjuk kepada arti “menuntut sesuatu”.

Tidak hanya itu, ternyata kata al-‘afw juga memiliki berbagai makna konotatif, di antaranya:

1.     “meringankan/memudahkan” dan “memperluas”, seperti dalam (2: 187);

2.     bermakna at-taktsir (memperbanyak/menambah banyak), seperti pada (7: 95);

3.     dan bermakna al-fadhl (kelebihan), sebagaimana pada (2: 219).

Meskipun makna konotasinya banyak, namun makna-makna tersebut saling berdekatan. Analoginya, mengabaikan suatu siksa atau kesalahan (memaafkan) adalah suatu kebijakan yang memudahkan dan/atau meringankan. Selain itu, jika ada sesuatu yang meningkat atau bertambah banyak, maka ia akan mencapai kelebihan dan akan menjadikan pemiliknya merasa mudah dan ringan untuk memberikannya kepada orang yang membutuhkannya secara suka rela.

Penggunaan kata al-‘afw tidak hanya berlaku di antara Allah dan hamba-Nya (seperti tercantum di dalam ayat-ayat di atas), tetapi juga berlaku untuk hubungan antar sesama manusia (sosiolinguistik). Ini berbeda dengan kata maghfirah, yang juga memiliki arti ‘memaafkan’? Makna kata al-‘afw ini memang tidak sedalam al-maghfirah (akarnya gh-f-r, yang padanan bahasa Indonesianya adalah ‘mengampuni’). Kata maghfirah ini lebih eksklusif karena acuannya dikhususkan hanya untuk Allah, Tuhan Yang Maha Pengampun. Sedangkan kata al-‘afw penggunaannya tidak dikhususkan untuk Allah saja.

Tapi, tunggu dulu! Sepertinya ada yang terlupa. Bukankah sering terdengar (bahkan dalam pembicaraan berbahasa Indonesia sekalipun) ucapan “‘Afwan” sebagai jawaban dari seseorang yang mengucapkan “Syukran” yang mengungkapan terima kasih? Nah, kalau begitu, apa arti ‘Afwan di dalam ungkapan ini?

Kata syukran di atas arti kata awalnya adalah, syukur (aku bersyukur atas ini; tetapi diterjemahkan secara komunikatif menjadi ‘terima kasih’). Em… dari beberapa makna al-‘afw di atas, yang mana ya yang sesuai dengan ungkapan ‘afwan jawaban syukran ini? Kesemua makna di atas bisa bermakna ‘afwan ini dan juga bisa jadi tidak ada satu pun yang sesuai. Lho???

1. ‘Afwan berarti meringankan/memudahkan dan memperluas apa yang disyukuri orang pertama.
2. ‘Afwan bisa berarti harapan agar nikmat yang disyukuri orang pertama diperbanyak/bertambah banyak.
3. ‘Afwan dianggap sebagai ungkapan santun mengharapkan keafdalan untuk orang pertama.
4. ‘Afwan berarti mengabaikan (merasa tidak perlu) mendapatkan penghormatan berupa ucapan kesyukuran, karena yang patut mendapatkan kesyukuran hanya Allah SWT.
5. ‘Afwan diterjemahkan dengan “Sama-sama” atau “Terima kasih kembali”. Nah, inilah penerjemahan yang komunikatif untuk mengartikan ‘afwan di dalam bahasa percakapan. Karena penerjemahan bahasa asing (dalam ranah sosiolinguistik) yang baik adalah yang padanannya mendekati bahasa sasaran. Bukankah di dalam bahasa Indonesia (bahasa sasaran) jawaban terima kasih biasanya adalah “sama-sama” atau “terima kasih kembali”?

sumber: ianaja.multiply.com

Source: blogs.techrepublic.com

The life of a consultant can often get hectic. Here are some tips for fending off the chaos and getting your workday under control.

As a consultant, one of the battles I fight on a day-to-day basis is remaining organized. When chaos becomes the rule of the day, the work becomes challenging, inefficient, and frustrating. But keeping chaos at bay is not always an easy task. Murphy’s Law will take your feet out from under you at every corner. So how can consultants keep themselves organized? There are many ways — and you might be surprised that it’s not all about checklists and to-do lists. It’s about working intelligently and efficiently. Let’s take a look at some methods that will help you get through the day without chaos making you its lapdog.

Note: This article is also available as a PDF download.

1: Structure your day

When you arrive at work, you should have a schedule ready for you. Often times, that schedule is flexible. When that’s the case, structure your day so that you have time to decompress after more challenging jobs. Don’t set up your schedule so that you have one daunting task after another. Switch it up. Pad those difficult jobs with simple jobs. And make sure you schedule your day so that you have enough time for a good lunch. Never underestimate the revitalizing power of a good lunch.

2: Keep the driving to a minimum

Unfortunately, consultants drive a lot. It’s part of our job — going from client to client. But you still want to reduce the driving as much as possible. If you have four jobs one day that are taking you to different parts of the city, try to schedule them so that your driving is minimized. Don’t go west and then east, only to go west again. Group as many appointments by location as you can.

3: Don’t let the inside of your car look like it was hit by a tornado

One thing I have realized over the years is that chaos begets more chaos. If your car is a battle zone, your work habits will reflect that. So don’t continue tossing those Mountain Dew cans and McDonald’s sacks on the floorboard of your passenger seat. You spend a good deal of time in your car (although perhaps lessened with the help of #2). Don’t let that time be spent in chaos.

4: Keep pen and paper handy

I understand that we’re all geeks here and we want to project an air of geekery. We want tablet PCs to take our notes on so that people will be thinking, “Gosh that consultant is lookin’ intelligent AND hot with that gadget.” Well guess what: They aren’t thinking that. Having an iPad doesn’t make you look sexy any more than those jeans make you look fat. But without the means to take good and copious notes, you will look stupid.

5: Use a password manager

I have a long list of passwords for clients’ machines. I can’t just keep those passwords on a spreadsheet or text document. They must remain safe. To that end, I employ a solid tool to protect those passwords. Not only am I assured of the security of my clients’ passwords, I don’t have to remember all of them. Just make sure the encryption you use to safeguard the passwords is strong.

6: Organize your notes in files and folders

If you’re like me, you carry around paperwork for clients — even if only in the form of notes. If you have that paperwork stuffed loosely in a backpack, you’re going to look like a fool. Have a folder ready for each client. Even better, take your notes and then, when you’re back at the office, transfer them to digital format. Doctors do it, why can’t we?

7: Buy a smartphone

At our consultancy, everyone has a smartphone that can access the Exchange server as well as help keep us all from getting lost. Some of us use Android phones, while others use iPhones. The brand and OS you use don’t matter as much as their ability to keep you organized and in touch. And because most smartphones are all-in-one devices, you won’t be carrying around multiple tools that only add to your lovely chaos.

8: Use a Bluetooth headset

Using a phone handset in the car is a special brand of chaos — and it could lead you to an untimely death. Most likely you have a smartphone (see #7) that can connect to a Bluetooth headset. This is a must-have for a couple of obvious reasons. First — driving. You do not want to drive with a phone up to your ear, leaving one hand on the wheel. You also don’t want to be holding a handset up to your ear while you’re frantically trying to type commands (or point and click) your way to another successful repair and restore. Buy a Bluetooth. Your family and your neck will thank you for it.

9: Don’t forget your kit

Make sure you have a kit in your vehicle that includes any physical tools you need (pliers, screwdrivers, etc.) as well as spare cables you might need, tape (duct tape never fails), extra flash drives/external hard drive, and a flashlight.

10: Develop good habits fast

The sooner you develop good working habits, the faster they will stick. When you start that new job (or even after you make that resolution), don’t put off getting organized. Do it now. Don’t just say, “I’m going to get better organized.” and then drive 20 miles out of your way for another paper sack and aluminum can to toss onto the floor of your car. Commit to those good habits and make them stick.

Have you managed to conquer chaos?

(Ello)
Hello teman semua
Ayo kita sambut, hari baru telah tiba
Apa yang kurasakan, ku ingin engkau tahu
Dan berbagi bersama

Reff:
Buka kita buka hari yang baru
Sebagai semangat langkah ke depan
Jadi pribadi baru
Buka kita buka jalan yang baru
Tebarkan senyum wajah gembira
Dalam suasana baru

Bukalah bukalah semangat baru
Bukalah bukalah semangat baru
Bukalah bukalah semangat baru

(Berry Saint Loco)
Coba diam walau hanya tuk sejenak,
Dengarkan kata dari sgala yang ku ucap,
Ku jelang pagi ini nikmati damai di hati,
Dalam waktu penuh arti karena aku dicintai,
Ku ingat kemarin suasana tak bersemangat,
Namun kini ku jalani dan semua rasanya tepat,
Bersama kita coba wujudkan harapan,
Membuka jalan dalam gapai setiap tujuan.

(Ipang)
Mentari bersinar selalu
Ini yang ku minta penuh semangat tertawa
Bersamamu teman semua
Karna ini saatnya kita nyanyi bersama

Back to Reff

(Lala)
Dengarkan hatimu, pastikan pilihanmu
Esok mentari kan datang, bawa sejuta harapan
Kita jumpa disana, berbagi bersama
Dan kita tahu, pelangi yang satukan kita

Buka kita buka hari yang baru
Sebagai semangat langkah ke depan
Jadi pribadi baru
Buka kita buka hari yang baru
Sebagai semangat langkah ke depan
Jadi pribadi baru

Bukalah bukalah semangat baru
Bukalah bukalah semangat baru
Bukalah bukalah semangat baru
Bukalah semangat baru

Bukalah bukalah semangat baru
Bukalah bukalah semangat baru
Bukalah bukalah semangat baru

Bukalah bukalah semangat baru
Bukalah bukalah semangat baru
Bukalah semangat baru

Koleksi Ello, Ipank, Saint Loco yang lain.
Mp3 Download & Lirik Lagu Ello Ipang Berry(st.Loco)Lala – Buka Semangat Baru
Gambar Artis Indonesia

Download Youtube Video Clip Ello Ipang Berry(st.Loco)Lala – Buka Semangat Baru
Foto Artis Indonesia

Intro : A

A

Semuanya telah kuberi

A

dengan kesungguhan hati

D A

Untukmu hanya untukmu

A

Tak perlu kau tanya lagi

A

siapa pemilik hati ini

D A E

Kau tahu pasti dirimu

Bm

tolong lihat aku

Dm E

dan jawab pertanyaanku

Chorus

D Dm A

Mau dibawa kemana hubungan kita

Bm

jika kau terus menunda-nunda dan

Dm E

dan tak pernah nyatakan cinta

D Dm A

Mau dibawa kemana hubungan kita

Bm

Ku tak akan terus jalani

Dm E

tanpa ada ikatan pasti antara kau dan aku

Intro : A Bm D

A

Tak perlu kau tanya lagi

A

siapa pemilik hati ini

D A E

Kau tahu pasti dirimu

Bm

tolong lihat aku

Dm E

dan jawab pertanyaanku

Chorus

D Dm A

Mau dibawa kemana hubungan kita

Bm

jika kau terus menunda-nunda dan

Dm E

dan tak pernah nyatakan cinta

D Dm A

Mau dibawa kemana hubungan kita

Bm

Ku tak akan terus jalani

Dm E

tanpa ada ikatan pasti antara kau dan aku

Interlude : D A/C# Bm E

D A/C# Bm F#m C#m E

Bm

tolong lihat aku

Dm E

dan jawab pertanyaanku

Chorus

D Dm A

Mau dibawa kemana hubungan kita

Bm

jika kau terus menunda-nunda dan

Dm E

dan tak pernah nyatakan cinta

D Dm A

Mau dibawa kemana hubungan kita

Bm

Ku tak akan terus jalani

Dm E

tanpa ada ikatan pasti antara kau dan aku

Outro A

Koleksi Armada yang lain.
Mp3 Download & Lirik Lagu Armada – Mau Dibawa Kemana
Gambar Artis Indonesia

Download Youtube Video Clip Armada – Mau Dibawa Kemana
Foto Artis Indonesia

sambut aku dengan senyummu
bila aku pulang
peluk aku usap peluhku
ringankan beban di pundakku

telah jauh ku berjalan
mengarungi sang waktu hanya untukmu
cobaku petik bintang
laluku bawa pulang itu hanya untukmu

sambut aku dengan cintamu

saat aku pulang

sentuh aku basuh perih ku
hilangkan letih di tubuhku

telah jauh ku berjalan
mengarungi sang waktu hanya untukmu
cobaku petik bintang
laluku bawa pulang itu hanya untukmu

kuingin kau jadi tempat
dimana aku bersandar dari penat letihku

kuingin kau jadi tempat
dimana aku berhenti tuk tenangkan jiwaku

hououo houou hououo

telah jauh ku berjalan
mengarungi sang waktu hanya untukmu
cobaku petik bintang
laluku bawa pulang itu hanya untukmu

kuingin kau jadi tempat
dimana aku bersandar dari penat letihku

kuingin kau jadi tempat
dimana aku berhenti tuk tenangkan jiwaku

hououo houou hououo

kuingin kau jadi tempat
dimana aku bersandar dari penat letihku

kuingin kau jadi tempat
dimana aku berhenti tuk tenangkan jiwaku

kuingin kau jadi tempat
dimana aku bersandar dari penat letihku

kuingin kau jadi tempat
dimana aku berhenti tuk tenangkan jiwaku

Koleksi Naff yang lain.
Mp3 Download & Lirik Lagu Naff – Bila Aku Pulang
Gambar Artis Indonesia

Berikut ini adalah Standar Kompetensi TI (BPPI-Depnakertrans-ELMIK-IPKIN-Gunadarma):
Standar Kompetensi TI (BPPI-Depnakertrans-ELMIK-IPKIN-Gunadarma)

*klik link untuk mendownload file dalam format Ms Excel

Apa yang ada, jarang disyukuri..
Apa yang tiada, sering dirisaukan..
Nikmat yang dikecap, baru akan terasa.. Bila hilang..
Apa yang diburu, timbul rasa jemu.. Bila sudah di dalam genggaman..

Dunia ibarat air laut
Diminum hanya menambah haus..
Nafsu bagaikan fatamorgana di pada pasir
Dilihat ada, ditangkap hilang..

Tuhan leraikanlah dunia
Yang mendiam didalam hatiku
Karena di situ tidak ku sanggup memupuk dua cinta
Hanya cinta-MU, kuharap tumbuh
Dibajai bangkai dunia yang ku bunuh..

Mind Map PITI-5
(Untuk melihat gambar yang lebih besar, klik gambarnya. Setelah link terbuka, klik lagi untuk zooming)