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Wednesday, September 27, 2017

Simple Secrets of Successful Knowledge Management

Simple Secrets of Successful Knowledge Management

A sound knowledge base eliminates the need to rediscover or reformulate knowledge.

Enterprise Solutions
March 6, 2017
Knowledge that doesn’t serve is knowledge wasted. And for knowledge gained from experience and research to be useful, IT enterprises need to organize, manage, and offer it in the best way possible. Fortunately, the best way isn’t a Herculean task when you employ simple tricks to build a profound knowledge base (KB). A sound knowledge base eliminates the need to rediscover or reformulate knowledge and improves the support process. With that in mind, consider these best practices to help build a successful knowledge base.

Collect Information to Build Your KB

The most important part of knowledge management is building knowledge itself. The first step is to identify prospective areas from which knowledge can be derived and extract information. Resolutions on common issues can be used as templates if they are added to the KB as knowledge items. Converting tacit knowledge to explicit knowledge is essential for a successful knowledge management system, but the conversion requires collaborative efforts with careful investigation and input from experienced technicians. Also, to achieve a comprehensive KB, encourage your IT technicians to move resolutions directly to the KB. A good IT help desk application will allow the creation of knowledge articles right from ticket resolution. This significantly reduces the percentage of repeat incidents and keeps the KB up to date.

Categorize to Identify, Retrieve and Use Knowledge

Organizing and categorizing existing data can be challenging, especially when handling large KBs with wide scopes. However, it is important to group knowledge items and place them under relevant topics so that information is not lost in a pool of data. There are different ways in which you can organize knowledge, depending on what suits your organization best. Grouping can be based on document type, such as guidelines or bug fixes, or on the subject matter, such as hardware issues or software updates. Creating logical hierarchies is a method that will ease user navigation. The hierarchy should begin with broad topics and move on to categories and subcategories.

Implement a Knowledge Approval Process

Creating a well-structured piece of information that is relevant to the user is crucial. The quality of the content should be peer reviewed by subject matter experts for accuracy and relevance. Ultimately, information cannot be published as knowledge without a proper knowledge approval process. The content that is generated must go through peer review and be improved.
Along those lines, you can configure an automated approval workflow that prevents a solution from being published without peer approval. Create a unique knowledge manager role with permissions to approve solutions. Configuring an automatic trigger for notifications to approvers on submission of a solution will make the approval process easier. Approval processes eliminate ambiguity, making knowledge items more accurate and minimizing any reopening of closed tickets. For instance, there may be multiple solutions to troubleshoot a printer issue (network issue, hardware issue, etc.). However, the approval committee should be able to decide on the appropriate solution.

Choose Your Audience for Each Solution

Not every piece of information in the KB is relevant to all users. By choosing the right audience for a knowledge item, you can eliminate clutter in the endusers’ self-service portal. For technicians, create specific roles and groups based on their field of expertise and share only relevant topics. For example, finance documents are always confidential and therefore should be accessible only to related users. Along the same lines, documents on registry settings or swapping hardware parts are only relevant to IT experts in the field and can be restricted from endusers. However, make sure your technicians have full access to the KB, especially when the services are integrated in the help desk application.

Prompt Endusers Effectively with Relevant Knowledge Items

No matter how elaborate a KB is, it cannot be effective if it is out of reach. Making the KB easily accessible to endusers in the self-service portal will help them arrive at solutions without assistance from a technician, lowering the number of incidents. This can be done in the following ways.
  • When the enduser logs in to the application, the recently viewed or used solutions are listed.
  • When an enduser tries to log a ticket, relevant knowledge articles are suggested based on keywords.
  • In the self-service portal, endusers have easy access to the KB articles that have been made visible to them.
  • Relevant KB articles are automatically e-mailed to the enduser in response notifications (as auto suggestions) when the ticket is logged.
Likewise, the sooner an IT technician can get to a resolution in the KB, the easier it is to reduce the mean time to resolve incidents and improve first call resolution rates. This can be achieved by adding keywords and tags to solutions to make items easily searchable.

Widen the KB’S Horizon

A well-built KB should not be limited to storing resolutions for incidents. Use the KB as a repository of important checklists that keep a particular service up and running. Commonly used information such as checklists on regular server housekeeping tasks or changes that require restarting the server will keep technicians from missing crucial steps in change implementation. The KB should also be used to save important workflows in IT services, training material for technicians, user guides, and even FAQs. This, in turn, helps reduce incident response time and will help technicians keep up with pre-defined SLAs.

Establish a Knowledge Management Team

When it comes to creating a knowledge management (KM) system as a key resource in your organization, a knowledge management team certainly has its advantages. One of the most significant advantages is the added ownership and accountability in the KM process. You can create a user group of technicians who are well trained in the proposed KM model for your organization. This team should be assigned to supervise the approval process. They should also be able to streamline KM workflows, identify possible areas of extension, and be responsible for collecting information from resources. The whole KM process is cyclical, and the KM team should oversee it. This will help avoid chaotic roles and prevent any missed information.

Evaluate Your KB’s Performance

Constantly monitoring the efficiency of your KM system with relevant metrics will help you evaluate its performance. The following are the metrics and methodologies generally used in KM to identify its strengths and weaknesses:
  • Customer surveys on the quality and accessibility of the KB content
  • Identifying zero click-throughs where KM content exists
  • Evaluation of knowledge gaps (where KM content does not exist)
  • Reports from your help desk application on ticket response and resolution times, as well as reopen rates, show you the statistics required to improve your knowledge management system.
After you’ve built your knowledge base and have a good knowledge management system running, sit back and reap the benefits. Whether it’s just a few tweaks to an existing knowledge base or a brand new one, it shouldn’t be long before customers and employees say, “It’s on fleek!”
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Sunday, September 24, 2017

Declining Enterprise Data Backup Market Challenges Vendors

Declining Enterprise Data Backup Market Challenges Vendors

The worldwide market for purpose-built backup appliances took a beating during the second quarter (Q2) of 2017.
Revenue slipped 16.2 percent on an annual basis, dropping to $728.5 million compared to $868.9 in Q2 2016. The open systems segment generated sales of $657.9 million. Mainframe backup revenue dropped 15.4 percent. In total, vendors shipped 858PB of backup storage capacity in Q2, a decline of nearly 15 percent.
backup market

IDC research manager Liz Conner noted that cloud computing, along with non-traditional approaches to data protection, are having an impact on the market.

Enterprise storage systems vendors notched
 a modest 2.9 percent year-over-year gain in Q2, reaching $10.8 billion in revenue. Sales of traditional arrays fell to $5.3 billion, a 5.4 percent drop, while all-flash and hybrid-flash systems continue to pick up steam. The all-flash category generated $1.4 billion in revenue, an increase of 37.6 percent, and sales of hybrid flash arrays hit $2.1 billion."Following a similar trend to the enterprise storage systems market, the traditional backup market is declining as end users and vendors alike explore new technology," said Conner in a statement. "Cloud-based backup tiers, hybrid flash arrays, emphasis on replication and data recovery, as well as software-first approaches are all driving a new wave of data protection, including purpose-built appliances."
Now home to EMC's storage portfolio, Dell maintained its lead in backup appliances by a large but narrowing margin. The IT giant sold $404 million worth of backup systems, a decline of 64.2 percent, and held onto 55.5 percent of the market.
In the meantime, the rest of the industry's top five all managed to grow their slices of the shrinking market.
Second-place Veritas raked in $126 .1 million, a 9.1-percent jump, and nabbed 17.3 percent of the market. IBM placed third with eight percent of the market and a 19.5-percent increase in year-on-year sales for a total of $58.6 million.
Hewlett Packard Enterprise (HPE) and Oracle were locked in a statistical tie for fourth place (a percentage point or less between them in terms of revenue share), with revenues of $34.9 and $28 million and market shares of 4.8 percent and 3.8 percent, respectively. HPE registered an 8.7 percent increase in revenue.
Oracle, meanwhile, grew the fastest. The Redwood Shores, Calif. database and business software provider posted a whopping 63.4 year-over-year backup systems sales gain.
Pedro Hernandez is a contributing editor at Enterprise Storage Forum. Follow him on Twitter @ecoINSITE.



( Ketakutan untuk berkomitmen )

Namanya Tia, Head of Marketing di sebuah perusahaan Korea di Jakarta.
Malam itu dia ngajak dinner karena ingin menceritakan konflik yang dihadapinya dan ingin minta masukan saya. Malam itu kami makan di restauran Jepang di daerah Sudirman.

"Saya mengelola sebuah team dengan sekitar 30 an karyawan.Yang langsung repport ke saya ada 6 orang. 
Jadi secara terathr saya rapat dengan ke 6 orang anak buah saya itu."

Tia memulai ceritanya dan meneguk Jus Tomat di depannya.

"Masalahnya adalah saya merasa tim saya ini gak mampu menjalankan apa yang kita putuskan di meeting itu. Setiap kali kita meeting , kita selalu membahas sebuah permasalahan dan kemudian kita cari jalan keluarnya, dan kemudian kita putuskan. Tapi kemudian sulit sekali untuk mendapatkan komitmen dari semua orang untuk menjalankan keputusan itu dan benar benar menjadikannya prioritas dalam aktivitas sehari hari. Akibatnya di meeting berikutnya kita tidak mendapatkan progress yang nyata dan seolah olah kita jalan di tempat. Apa yang harus saya lakukan? Tia menutup curhatnya sambil menatap saya tajam tajam dengan bola matanya indah ....

Saya memperhatikan bahwa masalah ini seringkali terjadi di beberapa perusahaan. 

Waktu meeting semuanya diam saja (bahkan ada yang main smartphone), dan kemudian sama sekali tidak mendengarkan, cuma mengangguk angguk, dan pada saat keputusan diambil sama sekali tidak berani membantah (atau menyumbang ide), tapi akibatnya juga mereka tidak komitment dan akhirnya tidak ikut mengerjakan bagiannya sehingga keseluruhan project terganggu.
Ini kan tidak professional!

Meskipun demikian, ternyata hal ini sering terjadi. Tetapi percayalah bahwa karakter seperti ini akan menjadi penghalang karier anda di masa depan.
Kalau mau maju dalam karier anda harus mempunyai strong track record. Dan track record itu hanya akan terjadi apabila anda berhasil mengimplementasikan strategic initiative perusahaan.

Mengapa ini terjadi? Karena  banyak di antara kita (orang Indonesia) yang takut sekali menghadapi konflik.
Karena tidak mampu berkonflik atau berdebat dengan sehat dan diplomatis, akibatnya mereka mengindafi konflik.
Jadi seolah olah semuanya iya dan setuju saja dan ternyata akhirnya tidak dikerjakan.

Padahal konflik itu sangat bagus (selama ditangani dengan baik).
Ibaratnya bisul, kalau gak dipecah ya selamanya akan jadi bisul, menyakitkan terus menerus.
Kalau dipecah mungkin memang sakit pada saat itu, tapi setelah itu kita lega dan nggak sakit lagi.
Itulah conflict.

Jangan sampai kita menghindari konflik. Justru harus dihadapi, diselesaikan dan dibicarakan dengan cara yang tepat.

Bagaimana dong?
Ikuti beberapa tips di bawah ini ....

1. Create the CONFLICT

Jadi pertama kali, sengaja  ciptakanlah konflik.
Tanpa konflik semua orang akan santai santai saja dan mengerjakana minimum. Berikan target yang sulit dicapai , jadi mereka harus bekerja keras untuk mencapainya. Dalam proses pencapaian objective yang sulit itulah akan terjadi gesekan gesekan antar team, konflik dan permasalahan yang harus diselesaikan bersama. Inilah yang seharusnya terkadi.
Tanpa konflik mereka tidak akan mencapai target yang sulit. Tanpa konflik mereka akan bekerja santai dan seadanya saja.

2. DEBATE openly
Setelah terjadi konflik , doronglah, ajaklah mereka untuk berdebat.
Debat yang positive, santun, diplomatis dengan tujuan untuk memecahkan masalah.
Ajaklah kedua belah pihak untuk melihat permasalahan dari kedua sisi. 
Ajaklah mereka untuk menempatkan diri pada posisi pihak lain.
Kemudian ajaklah mereka untuk mencari solusi yang
- mampu memecahkan masalah
- bisa dikerjakan kedua belah pihak
- membuat kedua belah pihak mencapai targetnya

3. DECIDE together
Jangan lupa menekankan bahwa keputusan harus diambil bersama sama.
Jadi ajaklah kedua belah pihak untuk  berdiskusi dan  berdebat secara aktif.
Jangan sampai yang satu pihak aktif berbicara dan yang satunya lagi tidak perduli atau tidak memperhatikan.
Kedua belah pihak harus aktif berdebat dan berdikusi agar bisa mengambil keputusan bersama sama.


Setelah mengambil keputusan bersama, kita harus yakinkan bahwa kedua belah pihak juga sama sama berkomitmen untuk mengimplementasikan bersama sama.

5. EXECUTE with discpline
Anda sudah berdebat, anda sudah memutuskan dan anda sudah berkomitmen.
Satu satunya hal yang harus anda lakukan adalah mengimplementasikan dengan disiplin agar tujuan yang sama  bisa dicapai.

Jadi ingat ya, this is the way to make any initiative works and being impelemented in your organization ...

1. Create the CONFLICT
2. DEBATE openly
3. DECIDE together
5. EXECUTE with discpline

Just remember that if you want to solve a conflict ... remember DDC 
- Debat
- Decide
- Commit

Lets try ...

Salam Hangat 

Pambudi Sunarsihanto

Fanky Christian
mobile: 08121057533

Amankan akses Internet untuk siswa Anda dengan NetSupport DNA

Salah satu data dari Internet Watch Foundation (, banyak terjadi kasus pelecehan seksual terhadap anak-anak (child abuse), dimana data menunjukkan masih tingginya kasus terjadinya menggunakan media Internet.

Dan cara yang paling banyak adalah dengan menggunakan akses melalui URL dan mengambil gambar (image). Selain itu, juga banyak ditemukan di dalam newsletter.

Data diatas juga menunjukkan peningkatan jumlah, terutama untuk gambar anak perempuan.

Apabila kita melihat sumber negara, maka data ini yang ditunjukkan.

Yang menarik diamati juga adalah peningkatan jumlah domain yang digunakan untuk menampung website jenis ini.

Semua ini mengingatkan kita untuk melakukan pengamanan dan pencegahan yang bisa kita lakukan untuk melindungi anak-anak kita, termasuk pada saat mereka sedang ada di sekolah, tempat belajar mereka.

Salah satu cara yang banyak dilakukan adalah membatasi browser dan youtube dimana mereka biasa akses. Baik dengan menggunakan tablet, atau komputer yang biasa digunakan oleh anak-anak kita.
Termasuk dalam beberapa tahun ini, di Indonesia juga terjadi kasus dimana para guru atau pengajar yang malah tersangkut kasus sebagai pelaku pelecehan seksual.

Selain itu, diperlukan juga tools lain yang digunakan untuk memonitor, melakukan analisa serta memberitahukan (alert) apabila ada kemungkinan akses terhadap website atau konten bermasalah.
Tools ini adalah IT asset management software yang bisa melakukan kontrol, akses dan alert terhadap website dan konten yang tidak diijinkan. Oleh karena itu, akses website dan konten yang diijinkan (whitelist) harus digunakan juga oleh sekolah / tempat belajar / universitas.

Bagaimana cara membatasi dan mengontrol akses nya ?
  • Internet metering - melakukan pengukuran akses Internet. 
  • Report a concern - melaporkan apabila ada kejanggalan
  • Screen monitoring - memonitor langsung ke tampilan screen mereka
  • Keyword and phrase monitoring - memonitor keyword tertentu
  • Endpoint security - melakukan pengamanan di komputer user
  • Monitor ‘Vulnerable’ students - memonitor murid / siswa yang mungkin bermasalah
Semua ini bisa dilakukan dengan software NetSupport DNA. Software ini memiliki kemampuan untuk melakukan semua fungsi diatas.

NetsupportDNA menggunakan pendekatan Server dan Agent yang akan dimonitor.

Netsupport DNA juga melakukan hardware dan software IT inventory .
Hardware Inventory

Termasuk memastikan software licensing yang terpasang.

Software metering juga digunakan untuk membantu memonitor penggunaan aplikasi.

Software Application Metering

Berikutnya yang juga banyak digunakan adalah Internet Metering, mencatat aktifitas siswa sewaktu mengakses Internet.

Internet Metering

Semua perubahan di jaringan akan dinotifikasi

School Alerting

Netsupport DNA memastikan penggunaan energi dari tiap komputer yang ada.

Energy Monitoring and Power Management

Dan kita bisa langsung memonitor semua komputer yang ada.

Explorer mode

Kita juga bisa mengatur akses ke USB.

Endpoint Security

NetSupport DNA bekerjasama dengan IWF untuk melakukan filter atas konten dan website. 
Report a concern

Dan NetSupport DNA juga memberikan kemudahan atas mobile inventory

Mobile Inventory

Silahkan kontak kami untuk membantu anda.

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