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Explain the characteristics of a “purely” functionally oriented organization.
Traditionally we look at the IT department as a collection of specialists with specialist skills. This is a functional way to look at IT and it puts people into departmental silos.
Explain the characteristics of a “purely” process driven organization.
Best practice processes will transverse functional departments and help to break down the silos/walls/barriers to communication between them.
Explain the benefits of processes in general.
Other points to explain:
- A process is a set of activities with a common goal.
- A process can measure the input, output and activities.
- A process will link these measurements to targets.
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The first and fourth bullets are very important as they align IT with the business at justifiable costs
When we are asked &quot;do you do ITIL?&quot; our answer must be &quot;of course, but what do you want to do with ITIL?&quot;
Experience has shown that process alone does not work... it must be integrated with the organization and technology to be effective
A service focus emphasizes the integration of people, process, technology and data to achieve business objectives
A service approach emphasizes our strengths and exploits our competitors weaknesses
A service approach focuses on what customers and business value
Organization charts and hierarchical organization design provide control of staff and departmental expenses... it offers the most basic level of enterprise savings but no inter departmental synergies
...70% of systems management technology implementations fail due to neglect of process and organization considerations
70 percent of the ROI derives from process improvements rather than tools
50% of Asset management implementations will not achieve strategic business objectives
A process focus enables improvements to internal IT operational effectiveness, efficiency and adapatability. This approach takes advantage of inter departmental synergies and enables a focus on how well the work is done, rather than on the political control.