Rarely do organizations perform no definable activities in common areas such as Service Request Fulfillment, Incident Management, proactive Problem Management, or Change Management. However, we frequently find organizations lack any documented or consistent method for delivering these activities in a way that is measurable, repeatable, or expected to deliver consistent results.
We use tested methods for defining and documenting new services.
- Define the Scope: Ensures all stakeholders understand and agree.
- Define Reporting Requirements: Define what factors describe successful outcomes, define performance metrics that measure these factors, and define what specific measurements will help us report on progress.
- Process Development: First we present general process workflows based on industry good practices. Then we refine and detail these to customize them to customer-specific requirements and to deliver the successful outcomes already defined.
- Reconciliation: Reconcile desired processes and reporting with capabilities of the toolsets used to automate the processes. Automation is important to help ensure the processes are efficient and repeatable. Process driven tool templates are not useful, but neither are blue sky processes that cannot practically be implemented or automated. We need to configure the tool to meet the desired process, but some feedback is necessary, based on the strengths and weaknesses of the tools.
- Release early, release often. We strive to create practical prototypes as quickly as possible, in order to avoid large misunderstandings between expected and deliverable automation. At the same time, we need to keep the “big picture” in view when delivering releases to avoid sacrificing the long-term benefits to short-term wins.