First, a reminder about why processes are used
Perhaps the most important contribution of ITIL V2 to the realm of IT service management was its emphasis on working according to well defined processes. This contribution has undoubted merits, although its unthinking, blanket adoption has come under considerable criticism. Be that as it may, the fundamental argument of working according to well defined processes is four-fold:
- attempting to work in the same way for each instance of an activity allows that activity to be measured each time, and allows for comparisons and analysis of those measurements
- working in a process-oriented way enables the principle of perfecting via practice
- perfecting an activity makes it more effective, more efficient and more predictable
- the measurements of processes may be used to determine in what ways it may be improved.
[Read more…] about Case vs. Process is a matter of scope, innovation and maturity