HSA 4191 Chapter Notes - Chapter 7: Itil
Document Summary
If lower-level hit needs are not being met, the ceo may wonder if the cio and the organization ca be effective in delivering the higher-level strategic hit needs of the institution. Only the most progressive organizations are adopting best practices in hit service management. While many hit departments continue to rely on informal, seat of the pants, error-prone processes: this leads to reactive firefighting operating norms within hit departments, when formal, proactive approaches would be more effective. Nature of unplanned work is very different for high- and low-performing hit departments. Low-performing hit departments" unplanned work includes the following: failed change . The production environment is used as a test environment, and the customer is the quality assurance team: unauthorized change . Engineers do not follow the change management process, making mistakes harder to track and fix: no preventive work . Failing to conduct preventive work makes repeated failures inevitable.
