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Make IT Processes as Easy as Lather, Rinse, Repeat

Few of us have to read the shampoo bottle to know to lather, rinse, and repeat. The process is well-known because of its simplicity. If only ITSM were that straightforward…But what if it already is? Earl Begley has a few tips that make process design so easy, you’ll be singing about it in the shower.

First, keep it simple. Just like lather, rinse, and repeat, people are more likely to use the process if they can remember it. Second, make it elegant. Short doesn’t mean thrown together. Don’t add unnecessary steps, but don’t skimp on features either. Third, always put the customer first. Always ask yourself what the customer expects from the process, and if these steps are meeting their expectations.

Fourth, borrow liberally. As, Begley puts it, don’t keep “reinventing the wheel.” If a process already exists that suits your purpose, don’t feel the need to create extra work for yourself. Finally, test, test, test. This is a step that’s worth repeating. Testing is the difference between successful ITSM and falling flat on your face. Remember, everyone appreciates a process that does what it promises, whether the outcome is a good hair day or a happy IT department.  

About Rachel Ginder

Rachel Ginder was a staff writer for CAI's Accelerating IT Success and joined the team in 2013. She also helped with social media and research.

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