Skip to main content

Process Improvement is Like Driving a Stick Shift Car

Have you ever driven a stick-shift car?

At first, it feels as if there are way too many steps to remember just to move from park to drive. Step on the clutch, put the car into gear, ease off the clutch as you gently press on the gas. Once you are moving, you then have to upshift and downshift to navigate thru traffic, all the while hoping not to stall the car or strip the gears. What if you get stuck on a hill? It takes all of your skill not to slip into the car behind you.

You may have thought, "Is this really worth it? If I were in an automatic, I could just put it into "Drive" and go. This stick-shift is slowing me down".

So why do race cars choose manual transmissions over automatics? The answer is simple - it gives the drivers better control, helps them meet the challenges of the track and allows them to go much, much faster.

IT Service Management process improvement is similar to driving a stick-shift car. At first, you may perceive newly implemented processes as more of an obstacle than an enabler. Too many forms, too many delays, too many interfaces with other processes, people or technology.

You may think "Is this really worth it? Before we implemented this process, I could just make that change and move on! This process is slowing us down. "

Clear, repeatable, effective and efficient processes give an organization better control, improve their ability to meet to changing business requirements and, once mastered, allow IT to go much, much faster at a higher level of quality. It may not seem that way at first - staff needs time to adapt to a new set of procedures and processes need time to demonstrate benefits. As processes mature and become part of your organizational culture, a natural order will evolve for performing the right steps at the right time. When process becomes "just the way we do things here", you will be able to go much faster with better control.

This is the type of analogy that can make ITIL, MOF or other ITSM organizational awareness campaigns more relevant. Maybe include a poster of your favorite NASCAR or Formula One Driver? Just a thought.

Comments

Popular posts from this blog

What is the difference between Process Owner, Process Manager and Process Practitioner?

I was recently asked to clarify the roles of the Process Owner, Process Manager and Process Practitioner and wanted to share this with you.

Roles and Responsibilities:
Process Owner – this individual is “Accountable” for the process. They are the goto person and represent this process across the entire organization. They will ensure that the process is clearly defined, designed and documented. They will ensure that the process has a set of Policies for governance.Example: The process owner for Incident management will ensure that all of the activities to Identify, Record, Categorize, Investigate, … all the way to closing the incident are defined and documented with clearly defined roles, responsibilities, handoffs, and deliverables. An example of a policy in could be… “All Incidents must be logged”. Policies are rules that govern the process. Process Owner ensures that all Process activities, (what to do), Procedures (details on how to perform the activity) and the policies (r…

How Does ITIL Help in the Management of the SDLC?

I was recently asked how ITIL helps in the management of the SDLC (Software Development Lifecycle).  Simply put... SDLC is a Lifecycle approach to produce the software or the "product".  ITIL is a Lifecycle approach that focuses on the "service".
I’ll start by reviewing both SDLC and ITIL Lifecycles and then summarize:
SDLC  -  The intent of an SDLC process is to help produce a product that is cost-efficient, effective and of high quality. Once an application is created, the SDLC maps the proper deployment of the software into the live environment. The SDLC methodology usually contains the following stages: Analysis (requirements and design), construction, testing, release and maintenance.  The focus here is on the Software.  Most organizations will use an Agile or Waterfall approach to implement the software through the Software Development Lifecycle.
ITIL  -  is a best practice for IT service management (ITSM) that focuses on aligning IT services with the needs …

Incidents when a Defect is Involved

Question: We currently track defects in a separate system than our ticket management system. With that said, my question is does anyone have suggestions and/or best practices on how to handle incidents when a defect is involved? Should the incident be closed since the defect is being worked on in another defect tracking system if it is noted in the incident ticket? I am considering creating an incident statuses of 'closed-unresolved' so the incident can still be reported on in our ticket management system but know it is being worked on/tracked in the defect system. With defects, it is possible that we may never work on them because they are very low priority and the impact is low to the user. However, in some cases a defect is being worked on. Should we create a problem ticket instead?
Thanks, René W.

Answer: RenĂ©. In ITIL, the activity you are describing is handled by the Problem Management process. ITIL does not use the term “defect” but it does use the term “known error” to…