It's amusing to see the difference between the dithyrambic managers who attend “best practices seminars” and the day-to-day realities of the IT Production, full of misdemeanours, incidents, errors, errand processes and ping-pong email cycles.
If I was sarcastic (which is, of course, no the case), I would say that the managers who attend Best Practices Seminars use to get all the Best Practices to the seminars, so we don’t have any one left for the IT Production…
Of course, there is a strong correlation between rising and diminishing trends. And particularly in the field of changes and incidents managements. That’s why it is so important to measure and publish pertinent indicators, and to steer the activity in partnership with the Clients and the furnishers, using visual management, SLAs and common vocabulary and processes.
And if all those best practices can’t make your day, try something leaner. Such as the Colt 44 magnum.
Happy IT Week!
To describe an activity with processes is relatively easy and very logical... In theory.
Practically, the production is seldom exactly working with the ISO processes described in the Quality Management System.
Often, to go ahead quickly with ISO certifications, "standard" processes are designated, drawn and described, and... That's all.
When it comes to real work (real people with a real job), nobody uses the described process... People even often "learn" their process before ISO audits. Something very stupid, since the processes are meant to describe the real situation...
This, and the infernal cycle of audits, certifications, remarks and new norms, creates a powerful entropy force that constantly steers the quality system away from the real world of the IT Production.
It requires a good helmsman and a steady hand to keep things in line.
However, no matter how you call or describe it, you ARE working according to a process. ISO and ITIL are just here to help you describe it and tune it. The quality norms and best practise are NOT meant to be a smokescreen for inefficiency...
Well... As many of you have noted, "Happy IT" is somewhat lagging behind schedule nowadays...
I cannot explain all the "how and why" of this unfortunate service interruption, but this has a LOT to do with IT Production (the real one).
Nasty people will say that, at least, I found myself a real job...
More news very soon (I hope)
Welf
