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...
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