Wednesday, September 16, 2009
For the first time in life...
Monday, September 14, 2009
Wednesday, July 15, 2009
Happy Birthday !
Several years ago when a close friend asked me to help "a recent college graduate girl from Mumbai" get settled in Bangalore, my mind conjured up the image of a fair girl, fashionably thin, with skinny jeans, a fancy top and the ubiquitous mascara. When I received an email from her enquiring about the dress code at Lucent I was already biased towards her being rather disagreeable; who bothered about office dress codes in the 90's!
But over the telephone she sounded rather sweet.
I can never forget the day we finally met. She walking tall in her salwar suit, me slouching at my desk in an oversized Tee and baggy jeans. It was the day Dr.Rajkumar was kidnapped. Poor girl, I don't know what she must've been thinking when she saw me dressed thus!
From that improbable first meeting emerged the best friendship of my life.
We appeared to be exact opposites of each other (shouldn't I be using the present tense?). She, the fashionista, with an impeccable sense of style, an uncanny worldly aptitude and a fighter. Me, the laid back, wear-what-you-can-grab, peace-be-with you person. I don't know if she felt it, but for me it was a "like at first sight". She moved in with me, for the time, in a make do arrangement until she got her own place. And then our lives almost separated... almost.
Once in a while she'd call (as my friends will vouch I *was* never good at staying in touch, key word being WAS :), and we'd have a stilted conversation. We'd agree to go out someday, shopping, movies and do all the gal-friend stuff she so enjoyed but that tested my patience (at that time! I've grown up now!!). At times I did muster the courage to go shopping with her, and it was like ... getting takeout from KFC; after long periods I'd forget how absurd the experience was and give in to a spontaneous urge. The lady's shopping will was (*was*; like me, she's grown and improved too :) insatiable. She could shop all day, visit malls at all four corners of the city, and end up with nothing or barely a single top. "That's how it's done!", she'd exclaim impatiently.
And then there were times when she'd be ill. A call from her at an unearthly hour meant she wasn't feeling too good; she needed to talk to someone, feel the security of knowing someone was there that cared. Then she'd sound like a little girl. Those were the times I never minded driving up to her apartment, in some god forsaken part of the city. I am glad I was there when she needed support; more importantly I'm glad she knows she can count on me when she needs help.
Oh, wait, I forgot to mention another trait that we NEVER shared; a sense of food. I'm not a foodie, junk food is my staple, culinary skills stop at whipping up a sloppy sandwich. She on the other hand is everything that a food lover would love to have, a magician in the kitchen! For god's sake, the lady even salvaged my disastrous attempts at preparing rice when my mother-in-law was visiting!
And then there was the time when we shared the apartment for almost a year together. If we weren't close enough, the time together really cemented our relationship. Her parents visited us and it was among the best times I've had in Bangalore. Animated discussions with her Baba, admonitions from her mom at my food habits, cooking together, watching TV, just being together... a wonderful wonderful time. And then those long drives, she with her Kiney, me with my RX, joyrides on the newly constructed Hebbal flyover, and feeling and being part of a shared enjoyment.
Everything I know about being a "lady" I learnt from her, and she darned well knows it! Oh, the umpteen times she's attempted to teach me to apply lipstick correctly. Her collection of cosmetics overwhelmed me, until one day I shocked her with my own bottle of eye liner :-D
I could go on and on about all she's done for me, everything that she'd advised me on, suggested to me and also bullied me into doing because she knew something was best for me at that time.
Today, on her birthday, this is my sincere message to her:
You enriched my life and I cannot even begin to describe how; I suspect you know it already. I didn't realize how you've always been there for me, even when I was deluding myself about being self sufficient. And when I did ask for help, you never once refused. You've always been genuinely happy for happy for me, and when I was in the doldrums you've been the one relentlessly and patiently bringing me back from the edges of desperation. You've motivated me, and encouraged me. You've advised me, cautioned me and at times berated me for my foolhardiness. You brought cheer and fun into my life. You're the one who taught me how to party, how to be-out-there and you're the one who persuaded me get my first pair of high heels!
For all this and much more, I wish I could say how thankful I am. I wish I could give you even one small part of what you've given me.
I wish you all the happiness that you so truly deserve. I wish I could share with you all the cheer and goodness I have. I wish you get everything that you dream of, and more. Be cautioned, "everything" includes all good things, success, wonderful happiness, and a loving sharing caring soul mate. I wish for you all the good that I know you wish for me, and if possible, some more too :)
Happy Birthday Dear Girl Friend !!
Tuesday, July 7, 2009
Thunder and hail storms..ominous warnings from the weather service
Sunday, June 28, 2009
To be the greatest, you need to have someone else who is greater.
Wednesday, June 24, 2009
India's march @ the Wimbledon
Monday, June 22, 2009
Wimbledon, Nike, Federer
Monday, June 8, 2009
It wasn't supposed to be this way !!
Saturday, May 30, 2009
When a year passed
Wednesday, May 20, 2009
New blog ... not for the faint hearted :)
Friday, May 15, 2009
Earned Value Management - explaining the formulae
Friday, April 24, 2009
Galaxy Triplet ..
The winner is a group of galaxies called Arp 274 . The striking object received 67,021 votes out of the nearly 140,000 votes cast for the six candidate targets.
Arp 274, also known as NGC 5679, is a system of three galaxies that appear to be partially overlapping in the image, although they may be at somewhat different distances. The spiral shapes of two of these galaxies appear mostly intact. The third galaxy (to the far left) is more compact, but shows evidence of star formation.
Two of the three galaxies are forming new stars at a high rate. This is evident in the bright blue knots of star formation that are strung along the arms of the galaxy on the right and along the small galaxy on the left.
The largest component is located in the middle of the three. It appears as a spiral galaxy, which may be barred. The entire system resides at about 400 million light-years away from Earth in the constellation Virgo.
Hubble's Wide Field Planetary Camera 2 was used to image Arp 274. Blue, visible and infrared filters were combined with a filter that isolates hydrogen emission. The colors in this image reflect the intrinsic color of the different stellar populations that make up the galaxies. Yellowish older stars can be seen in the central bulge of each galaxy. A bright central cluster of stars pinpoint each nucleus. Younger blue stars trace the spiral arms, along with pinkish nebulae that are illuminated by new star formation. Interstellar dust is silhouetted against the starry population. A pair of foreground stars inside our own Milky Way are at far right.
The International Year of Astronomy is the celebration of the 400th anniversary of Galileo's first observations with a telescope. People around the world came together to participate in the IYA's 100 Hours of Astronomy, April 2 to 5. This global astronomy event was geared toward encouraging as many people as possible to experience the night sky.
Image Credit: NASA, ESA, and M. Livio and the Hubble Heritage Team (STScI/AURA)
Tuesday, March 31, 2009
Finally I found a Loop !
In Bangalore, which was my home for almost 10 years I ran almost everyday. My favorite spots for running were the short 3.5 km strtch to/fro Agra Bus stand, the slightly longer 5 km to/fro stretch along Sarjapur Road, the 7.0 km weekend special loop around the Agara lake and of course this 5.3 km stretch along the airport runway where I inevitably and foolishly spent precious energy trying to race planes that were taking off ! I tried running all the way to Marathhalli and back; it was long, it was hot, it was tiring on the way back; definitely not trivial.
When I visited my parents in Goa, I accompanied my dad and his friends on their morning walks. While it was fun listening to their learned conversations the urge to run used to soon overcome me and excusing myself I'd run up to to our rendezvous point and wait for them. It was a beautiful quite road stretching 4.5 km, surrounded by tall dense trees and lush green paddy fields. Obviously these were the most refreshing runs I've had!
In Ahmadnagar when I visited my sister it was a slightly different matter; young ladies there just didn't got for runs! ... and well I didn't want to cause any discomfort. But my ever supportive bro-in-law shooed away my doubts and I had to admit that was just an excuse to stay home with my darling niece and nephew. But my dad, enterprising that he is, decided that he would walk with them while I went for a short run :-) These were indeed short runs, mere 2.5 km sprints.
In Mumbai I left the task to my brother; he shares my love for running and I never had to bother with laying any routes. Of course I loved the 4.0 km stretch to/fro Gorai. He also took me along some loops on the Link road and a maze of inner roads that only he knew how to navigate :)
For that matter I even ran along the next to my office when I visited California (can't chalk the route using google map), and also settled for an easy 2.2 miles lppo in Mt.Laurel during my 6 months stay in New Jersey
When I moved to Billerica, MA last year I tried chalking a loop for my runs, and instead signed up at the local gymwhere I rarely went.
Most of the roads around where I live have no sidewalks and running on the roads is a big no-no for me. There is a lovely recreation complex nearby which has a football ground and people do run loops there, but I have never enjoyed running round in circles. After several attempts like this 2.5 mile stretch to/fro Middlesex Tpk, and this shorter 1.6 mile to/fro the above mentioned Lampson Recreation Complex
I just couldn't get anything worthwhile... that is until today, when I decided to get out of my comfort zone and discovered this 2.7 mile loop. What made it more enjoyable was I could trade smiles and "hellos" with others who were walking the same loop :-)
I've finally discovered a loop that I enjoyed !
PS: For a better idea of the geography set your google map view to "Satellite"
Monday, March 30, 2009
When God admits he still has a lot to learn from humans ;-)
Thursday, March 26, 2009
The Wow! factor in customer support delivery
As a customer support professional of several years this question has formed the basis of all performance measurements. Not withstanding the touch of individual psychology in customer support, measuring quality of support performance merely on the basis of Turn-Around-Times seems rather trivializing the entire experience.
What then are some measures that can help bring the Wow! factor in the entire interaction?
The Association of Support Professionals surveyed support managers and service delivery experts from 142 companies to get insights on what made their support organization one of the bets. The report, with inputs from inputs from Intuit, BlackBaud, Nokia, Palm, RWK Enterprises and several others sheds light on what would constitute the Wow! factor in customer support delivery.
Some excerpts ...
Anticipate customer needs:
...what if we anticipated a question a customer may encounter, and presented them with an answer before they reach for help?
Stellar Support Reps:
...No software system can ever truly be perfect, but when you have really spectacular support people behind it, that just doesn’t matter.
In the Web 2.0 era:
...Your customers... they buy them— all this happens without a single visit to your site. You can’t fight this phenomenon. So join it.
Speed Demons:
...There’s one surprisingly simple way to astonish and delight customers: provide a lightning-fast answer.
Expectations:
...So really all you can control is how well you meet or exceed existing expectations.
‘Wow’ vs. ‘Ow’ Service:
...the customer sensing your overriding wish for his or her well-being.
Empowerment:
...a KB that even comes close to this ideal is bound to be seen as dramatically more helpful at solving user problems
Measured response:
...Only if a situation warrants it, should the customer service experience be delivered in a surprising way.
Wake up in the morning test:
...The Best Service is No Service
Quoting the closing statement; "From a customer’s perspective, great technical support is not about process, policy, toolsets, or technology. Rather, it’s about the interaction between two human beings."
Tuesday, March 17, 2009
Army, Real estate, what other (trap)doors ?
While this appears to be a good move to reinforce depleting war resources the potential of a security threat is surely not as invisible as it appears... or rather doesn't appear.
As if this wasn't sufficient reason for US-citizen wannabes globally to start drooling, today Wall Street Journal published an article suggesting how immigrants could help re-build the American real estate financial empire if they were granted resident status on purchase of surplus houses!!
What with the American treasury depending on Chinese finances to get itself out of the financial doldrums, the military building it's strength on resident "aliens" and American consumer finance attempting to lure immigrants to help re-build itself, where does that leave the US as an independent entity? Or is this the quintessential spirit of "unity" that USA stands for?
I pray and hope it indeed is.
Surviving 2009 as an IT professional
Authored by Jason Hiner, Editor in Chief at TechRepublic, it provides a sanity check on the current state of IT profession and is based on the Gartner 2009 CIO Survey and Veritude's 2009 IT Hiring Outlook.
It seems to say that despite the global financial turmoil the IT profession "remains strong", but will face challenges. Re-training on skills such as Web-based applications, virtualization and utility computing hold the key.
All is all it summarises what is happening to majority of the non-production professions. Re-train, specialization, expect resource restructuring and being prepared for reduced spending are key characteristics of survival.
In late Dec 2008 computerworld.com published a list of the 9 Hottest IT Skills relevant for 2009. It is interesting to read the reader feedback about this assessment.
1. Programming/application development
2. Help desk/technical support
3. Project management
4. Networking
5. Business intelligence
6. Security
7. Web 2.0
8. Data center
9. Telecommunications
For the slightly non-technical process minded (like me) infoworld.com had brought out this piece on "How to keep your tech career afloat" that highlighted not only the technical skills but also essential process skills for IT professionals.
Thursday, March 12, 2009
A Castle, snowy woods and frozen lakes
Gently sloping meadow opposite the castle, covered with snow.
The WW II memorial; the plaque says Dedicated to "The Greatest Generation" World War II 1941 - 1945
An enormous tree in the woods; notice the branches spreading in alternating circular pattern. The enormity of the tree can be gauged by the purple dot at the base; that's me standing.
Hubby posing for me, on our way back from a short hike in the woods; frozen lake in the background
Wednesday, March 4, 2009
Time of my life at MSG
The northeast had recorded one of it's heaviest snowfall on 01-Mar, there were weather alerts and travel advisories in place. Worse still, Peter Pan cancelled all buses to NYC (and some other routes) so out pre-booked non-refundable tickets were a waste of some much needed good money :-( None of the other operators were plying either and spending $300.00 for a one-way train ticket seemed too extravagant, even for die hard tennis fans like us.
Luckily Megabus had their last bus leaving, and we managed to get the last two tickets. I believe it was a do-good-get-get thing, when hubby helped out a young man who needed $15.00 in cash to buy a ticket to Springfield. Despite there being almost 20 people who heard his entreaty nobody offered even $1.00 to help him out. A Chinese contributed $5.00, and hubby (Indian) offered $10.00. I found it helplessly disturbing to realise that either everyone else did not have cash to spare (very disturbing) or did not feel the need to help out (even more disturbing). Anyway, we were soon on our way.
Reaching NYC always feels like entering fairy land, what with all the glitter and shimmer of the lights; even the reds of the car brake lights added to the scene. Our apprehension of being late cleared when we managed to reach the Madison Square Garden around 07:05 PM.
This was my first live tennis experience and though not new to live events, catching the first glimpse of the blue court was definitely exciting. I was surprised to see the crowd turnout, especially given the existing financial doldrums. Lot of the people were decked rather formally which made me wonder whether they had come directly from work. Black, gray, red and blue were the main colors. I seemed to be the only purple there :-)
What do I say about the tennis; Venus v/s Jelena was as expected a fighting match. Characteristically, Jelena lost her groove for that critical game and Venus pounced to take the break, and served next for the set. No much ado about anything there. Tying Ana and Serena was, IMO, unfair. I expected Serena to devour Ana and that's exactly what happened.
Sitting here at Madison Square Garden, in the heart of New York city, one of the most powerful financial hubs of the world, in one of the most powerful nations of the world, it was very strange to hear ille Jean King talk about gender equality, Just goes to reinforce that people problems are quite the same everywhere. Bill Clinton's talk about "having the heart of a champion" was quite touching, especially when the overhead screens showed Bille Jean clasping her hands pensively and nodding modestly to the encouraging words. Several past and future champions were present at the ceremony. Seeing these past winners of multiple Grand slams and Olympic gold medals appearing so normal only reinforced the earlier words that champions are just like you and me, normal people who decided to win and become great people.
Seeing and hearing BJK and Bill Clinton was one among the few moments of life where you are in complete awe of the present.
Extracting from my notes made during the matches
- Venus and Jelena are both TALL ; Jelena especially is much taller than she appears on TV, and both look prettier than on TV
- Venus had a rather low ball toss; it's strange I noticed this, but I haven't especially observed her ball toss before- Both players play wonderfully well, despite what the TV appears to show about Jelena's game
- Serena and Ana both seem bit shorter, especially when coming after Venus and Jelena. Ana entered the court first and she seemed almost petite, Serena didn't loom as large as she does on TV
- Ana keeps her ball way low on her returns; she tended to hit the ball almost below the net on the returns. Again, I haven't noticed this while watching TV, but will surely observe in the future
- Ana Ivanovic is absolutely b.e.a.u.t.i.f.u.l
- All four ladies wore make-up; I guess appearing on a tennis court is as much worthy of looking good as appearing on stage for any live event
- If the ball happened to whiz past Jelena or Ana they always looked behind, apologetically, as if to ensure nobody had been hit by the ball they missed. Serena and Venus didn't show as much concern
- In fact when Serena fell twice in the final, the 2nd fall looking rather nasty, Venus simply stood with her own thought possibly concentrating and trying not to worry about her own sister
- Ana _definitely_ has a problem with her toss; on TV it may not be as obvious, but here in person she tossed the ball all over, and at times even had to lunge at the toss getting all off balance when trying to make contact for the serve. Venus, on the other hand took as much time and as many attempts it needed her to steady herself enough to consistently blast those 129+ mphs!
- Serena's little-blue-dress doesn't look good at all; rather it looks quite odd, common and few sizes too small
- Neither does Venus' little-yellow-dress; it is shorter than it appears on TV
- At 4-1 in the 2nd semi-final Serena was, as expected, devouring Ana Ivanovic
- The ball boys rarely miss any overhead ball coming towards them, thwarting all hopes the audience have of catching a ball and keeping it
- Up close, the 2nd serve is almost as low-quality as the 1st serves we hit when friends play
- The Williams' sisters definitely have the crowd on their side, being the local gals. But Serene was the uncontested darling of the audience
- Both of them tend to run around their backhand quite often; again, this hasn't been as apparent on TV
- Serena isextremely nimble and light on her feet; her feet appear to skim over the surface of the court when she moves
- In the 2nd set of the final match, at 1-4 down, Venus had won only 1 of the last 7 games. In effect losing a set 1-6 .. and that was the essence of the last set of the final match
Wasted some time at MacDonalds outside MSG; Macs have the best french fries among all fast-food, aka, junk-food vendors! Decided we could loiter no more, went into Penn station, booked two tickets on the next Amtrack (used the AAA discount ;-), spent 2 hours in the waiting area then slept all the way back to Boston South Station.
All in all, it would have been a wonderful experience, if only I hadn't had to spend all the extra money for the bus & train tickets... and .. of course.. if Jelena had won :-)
Sunday, March 1, 2009
Everyday lessons from the WSJ
Lesson #1: "Leaders must face reality."
Reality starts with the person in charge. Leaders need to look themselves in the mirror and recognize their role in creating the problems. Then they should gather their teams together and gain agreement about the root causes. Widespread recognition of reality is the crucial step before problems can be solved. Attempting to find short-term fixes that address the symptoms of the crisis only ensures the organization will wind up back in the same predicament.
Lesson #2: "No matter how bad things are, they will get worse."
Faced with bad news, many leaders cannot believe that things could really be so grim. Consequently, they try to convince the bearers of bad news that things aren't so bad, and swift action can make problems go away. This causes leaders to undershoot the mark in terms of corrective actions. As a consequence, they wind up taking a series of steps, none of which is powerful enough to correct the downward spiral. It is far better for leaders to anticipate the worst and get out in front of it. If they restructure their cost base for the worst case, they can get their organization healthy for the turnaround when it comes and take advantage of opportunities that present themselves.
Lesson #3: "Build a mountain of cash, and get to the highest hill."
In good times leaders worry more about earnings per share and revenue growth than they do about their balance sheets. In a crisis, cash is king. Forget about EPS and all those stock market measures. The question is, "Does your organization have sufficient cash to survive the most dire circumstances?"
Lesson #4: "Get the world off your shoulders."
In a crisis, many leaders act like Atlas, carrying the weight of the world on their shoulders. They go into isolation, and think they can solve the problem themselves. In reality, leaders must have the help of all their people to devise solutions and to implement them. This means bringing people into their confidence, asking them for help and ideas, and gaining their commitment to painful corrective actions.
Lesson #5: "Before asking others to sacrifice, first volunteer yourself."
If there are sacrifices to be made – and there will be – then the leaders should step up and make the greatest sacrifices themselves. Crises are the real tests of leaders' True North. Everyone is watching to see what the leaders do. Will they stay true to their values? Will they bow to external pressures, or confront the crisis in a straight-forward manner? Will they be seduced by short-term rewards, or will they make near-term sacrifices in order to fix the long-term situation?
Lesson #6: "Never waste a good crisis."
This piece of advice comes from Benjamin Netanyahu, the next prime minister of Israel, at the panel I (Bill) chaired in Davos. When things are going well, people resist major changes or try to get by with minor adaptations. A crisis provides the leader with the platform to get things done that were required anyway and offers the sense of urgency to accelerate their implementation.
Lesson #7: "Be aggressive in the marketplace."
This may sound counter-intuitive, but a crisis offers the best opportunity to change the game in your favor, with new products or services to gain market share. Many people look at a crisis as something to get through, until they can go back to business as usual. But "business as usual" never returns because markets are irrevocably changed. Why not create the changes that move the market in your favor, instead of waiting and reacting to the changes as they take place?
The Bottom Line: In a crisis we learn who the real leaders are, and whether they have the wherewithal to stay on course of their True North.
From the Wall Street Journal article Seven Lessons for Leading in Crisis by Bill George
Monday, February 23, 2009
The little House on M.G. Road
When I read the news about The India Coffee House closing operations on M.G.Road, my first thoughts were of a close friend to whom visiting this unprepossessing cafe is almost a ritual.
I remember my irritation at his all too frequent phone calls apologizing for being late at our meetings almost every Friday; that is until one day he revealed that sometimes his weekly Friday breakfast with friends at India Coffee House extended and he had to call in late. The avid romantic in me instantly forgave and forgot :-)
He also went on to tell how every Sunday, after the morning service at his church he spent hours at the Coffee House over a lovely breakfast of scrambled eggs and tea (oh yes, they had fabulous tea too!)
It became almost a habit with me too, though I preferred their soft and spicy masala dosas and soggy vegetable cutlets. Pub-savvy friends never understood our adoration with this almost shanty place, but anyone who likes history will definitely get attached!
The looks, ambiance, history and culture of the place have all been very well discussed and described in several articles available online; this post of Wikipedia, this one in Times of India and this in The Deccan Herald.
As some of these articles say, irrespective of whether you idled over a single cup of coffee, or have a continual stream of dishes arriving at your table, it was immaterial as to how many hours you sat there. Even when it was crowded (unbelievable as it may sound, certain hours of the day had long waiting queues, despite it being 2 floored!) there was no sense of hurrying the patrons, although the waiters waiting tables perceptibly increased their gait.
All you needed was an interesting book, the crisp early morning and a window seat on the upper floor of the Coffee House. The rare sight of an empty M.G Road, devoid of honking vehicles, parked bumper-to-bumper with bustling people sauntering amid always brought a sense of wonderment at how the road would fill up during rush hours. On winter mornings, the east end of the M.G.Road shone with the rising sun while the dome of the Vidhan Soudha glittered in the refracted light at the west.
As if all this wasn't enough to seduce a romantic heart, one day I suddenly noticed a glass of rose milk on the next table; it was light baby pink with with little pink hearts! That did it.. and the place became a must-visit for every adventerous relative/friend who visited me! On par with Koshy's and Firangi Paani!
My parents, sister, her family, my brother, my husband; all of them have been cajoled into that place by me at some time or another, and after the first experience have never needed any more coercion to return.
When the news appeared that the Coffee House would shut shop on M.G Road and hopefully resume sometime soon on Avenue road there was a flurry of phone calls from USA to India with the news, and for the duration of that call we fleetingly smelled the strong aroma of coffee and once again tasted the insipid vegetable sandwiches :-)
Thursday, February 19, 2009
Essential process skills for IT
New technology skills are important, but having just technology skills will get you only so far. As IT gets more involved with massive projects such as corporate telephony systems, and with integrating new technologies that affect directly how business processes operate, project management and process skills are increasingly taking center stage.
"In IT today, just about everything is project work," says Kirsten Lora, a business training director at Global Knowledge. The exceptions are mundane, operational jobs such as backup." Concurs her colleague Walsh, "It's like a military campaign and requires tremendous project management skills."
Trainers recommended five key process-oriented certifications that career-minded IT staff should consider getting: PMP or CAPM, ITIL, CBAP, ISO 20000, and COBIT.
The Project Management Institute's Project Management Professional (PMP) credential requires three to five years of direct project management experience just to get in the door. For those who don't have the requisite experience, the Certified Associate in Project Management (CAPM) is a good start, indicating that you have a fundamental knowledge of project management principals as defined by the PMI and can be a valuable contributor to a project team as a subject matter expert, liaison, or coordinator.
With companies struggling to run IT more like a service organization aligned to company business objectives, ITIL is the third key process-oriented certification to get. "For people looking at career paths, ITIL is where many IT organizations are headed," says Global Knowledge's Lora. She suggests starting with the foundation-level training to become familiar with ITIL principles and the organizational attitude involved. "If you're going to join a business that is using ITIL, you really have to understand the culture." Even if your business isn't doing ITIL, Lora says the training adds to your marketability if you're considering a career change. "We're seeing ITIL pop up in state government, hospitals, finance, systems integrators, the federal government, utilities, and so on."
The ability to effectively collect, define, and manage customer requirements are especially valuable skills in project management. "I've seen more deployments fail because people didn't know how to gather customer requirements," Walsh says. "You might roll out a new IP PBX with all kinds of cool new features, and then the customer says, 'Didn't you know we needed such and such features to handle customer transfers, etc.? They were on the old PBX. Bring it back.'"
A certification that is especially useful for gaining skills in gathering customer requirements is the International Institute of Business Analysts' Certified Business Analysis Professional (CBAP), Lora says. The CBAP requires five years of business analysis experience, but you can often get credit for many aspects of your IT project management.
Knowing how to measure risk and success effectively is also a process skill in demand. "For that, you're looking at ISO 20000 or COBIT training," Lora says. ISO 20000 is an international standard for delivery of IT services based on customer requirements, and COBIT is a set of best practices for IT management.