Processes and Procedures.
Processes and Procedures advocates having a consistent, repeatable way of doing things, so that the work done in IT support is done efficiently; (“working smarter, not just harder”).
IT technical teams are sometimes averse to the implementation of Processes and Procedures. This is a natural consequence of the technical skills they have.
On the other hand, it is clear that the pragmatic deployment of appropriate Processes and Procedures can add real value to the IT Production organisation.
Implement pragmatic processes based on industry-standard methodologies such as ITIL, Six-Sigma, LEAN etc.
Build linkages with Business and Development team processes.
Properly implemented, Processes and Processes can:
- Speed up the way support is managed
- Reduce costs
- Ensure that the business has a predictable service
The corollary, which has been shown by IT Production experience over the years, is that badly implemented Processes can:
- Slow down the ability to respond to business needs
- Increase Costs
- Lead to a loss of Service
The Processes and Procedures element of MOPS emphasises the importance of introducing processes that add value, not bureaucracy. It also recommends that mangers concentrate on the linkages between IT Production and external teams (developers, business units etc.).
Many of the processes that are required in IT Production can be based on the ITIL framework. However, other management techniques – such as six-Sigma and LEAN process improvement methodologies – should also be used.
Not only that, it is essential that any deployment work is done in a pragmatic way, by people who have a practical understanding of the IT Production environment.