"Why invent the wheel
if somebody already did the job for us?"

Let's get to know Hanan Baranes, head of SysAid Professional Services

We interviewed Hanan Baranes, head of Professional Services department at SysAid Technologies who will be in Italy for the SysAid ITIL Training on 8th and 9th November 2011.

After starting as software developer at SysAid R&D, Hanan’s career took a jump and he became head of the Professional Service department, analysing the requests of those who use SysAid daily, and ensuring that SysAid models itself to their requirements.

No further explanation is needed justify why we consider his presence at the next SysAid ITIL Training as something precious.

If you could find an unconventional label for your job, how would you personally like to be called?

Head of special operations, or - If it can't be done give it to Hanan.

After dealing with SysAid’s RD, you are now in charge of professional services department. Which are the most frequent requests you receive from SysAiders?

The 5 initial steps for using the software, Integration with third party applications, Change management, reports.

...…and how is your approach to SysAiders’ requests?

Try to give the answer using the existing capabilities of the software, and then go to our Product Managers to embed it inside the software. SysAid comes with two major releases per year, and a significant part of each version is dedicated to customer requests (what we call FR). In addition, we produce technical documents, organise courses, technical webinars, etc. to improve the situation.

You’ll be in Italy at the SysAid ITIL Training. What benefits can businesses gain by implementing ITIL best practices in SysAid?

Companies with SysAid have a great advantage - implementing ITIL in SysAid means implementing years of experience and knowledge free of charge. Why invent the wheel if somebody already did the job for us? We designed ITIL using the experience of thousands of companies around the world.

Please give us your suggestion on how to approach ITIL methodology.

Don't try to apply all the processes at the same time. Choose the ones that are most important for your organization (not more than 3-4) and start. ROI is guaranteed. Continue adding other ITIL processes (27 in all) one at a time. Use software that already has the relative knowledge and best practice implemented. Don’t forget management support, and measure the results along the way.

Let’s go back to you. What do you enjoy doing besides work?

My family, the sea, playing, and watching football.

If you were on a desert island, what would you like to have with you?

A picture of my family (unless they were there with me), the Bible, and probably a good knife for survival..

"Why invent the wheel if somebody already did the job for us?"