Exagon consulting the 10 most common causes of errors in the processing of service orders Kerpen describes, 03.11.2008 – IT processes in the control of orders by the departments prove in practice often very diffuse. They are especially a relatively high error rate according to a recent study of the Exagon consultancy. The ratio of companies that give good notes their request management is accordingly low at 18 percent. The defined processes often correspond to the claims of service level management, because they are account-oriented and thus more have a commercial orientation”, judge Exagon – Managing Director Joachim Fremmer. So, requirements of the IT Department would often not properly placed. Also, many details within the various process steps are lost. From his point of view typical weaknesses in the request management include: 1.
it is an insufficient understanding of the delivery processes. In particular, service level management (SLM) is often confused with a non-existent in this form of service level agreement”(SLA). It individual practices were developed for the request management processes, instead of resorting to the standards of ITIL and using these to understand the requirements of customers, to capture adequately to deliver. The processes for the processing of service orders are not automated. As a result, they have no sufficient efficiency. Not least, this show a great lack of transparency to the procedures for the processing of requests and thus generate a significant error.
The different responsibilities within the entire order process not clearly defined, enough so that important information is lost during the transfer from one process step to the next, or misunderstandings. Lacking binding defined principles of procedure to pass of the service contracts between the various stages of project implementation. Information about possible changes and their impact are based in very Heavily on random knowledge of the employees involved or disappear into the dark. Because it lacks a sufficient tracking, requirements for traceable manageable, so that faults do not reconstruct. It lacks a central overall responsibility for quality control and deployment of resources. Thus the realization of service jobs has a structural instability. The company usually waive an actively applied optimization management system for the continuous reduction of the error rate, but live largely continuously in a reactive position. will Exagon with PATRONAGE request management”shortly a solution with scorecard approach present, which can accurately model the corresponding processes. This tool includes the conceptual foundations for the strength / weakness analyses as well as best practice and perfect realization methods. The content core of PATRONAGE request management”consists of reference models for the IT processes. Based on these Model designs are defined targets for the Organization as well as lived processes and their controls in requirements management analyzed and tested. The results shed light on the possible deficits then and at the same time specifically pointing out the improvement measures. About Exagon: The Exagon consulting & solutions GmbH has been established since 1994 as an independent IT consulting firm on the market. The business focus is on holistic support of its customers in establishing a professional IT service management, with regard to the strategic, organisational and also operational aspects. This includes Exagon performance portfolio both consulting services such as extensive training.