ABSTRACT
Few Information technology (IT) leaders question the value of process improvement. Effective processes – clearly defined and consistently enforced – are force multipliers, allowing small teams of people to maximize their productivity by eliminating unnecessary work, avoiding unnecessary crises, and minimizing unnecessary rework. Process management requires leaders to confront the Goldilocks Dilemma head-on. Over-engineered processes never take root within an organization. There are many well established frameworks describing the critical operational processes that occur within every IT organization. Effective service management processes are not only designed to respond to employee support issues, they’re also designed to minimize or avoid such issues altogether. Application Programming Interfaces have become far too significant from a business perspective to be relegated to the technical toolboxes of software developers. Timely, accurate, consistent data has always been important to IT’s business partners. Process improvement initiatives are hard. They need to be sustained over significant periods of time to produce meaningful results.
