SLAs are great way to manage contractual obligations. One would hope that they would bring the much needed quality of service in business, but that’s unfortunately not the case. They are just not geared for “customer happiness”, They are designed, and used in a way, to keep the management from frowning! As far as I know, SLAs (or with a benefit of doubt, badly designed ones) are the root cause of mediocre services.
There are tools that have capability to do Process Management in structured manner, and there are tools with capability to perform dynamic case management. What you need depends on how you want to treat the situations and incidents. You want Case Management culture or Process Management culture – that’s the key. Everything could be treated like a case, and everything could follow a process. What do you want?
A quick update on what’s up at Eclectic Zone… Last week, I have started blogging at Redux Online as guest blogger. I feel excited about being able to share my thoughts through more channels. I already have few posts there, check them out! There’s one on BPM-SOA confusion titled “And We Thought BPM V/S SOA […]
IBM have published a new research topic and standard called BEDL (Business Entity Definition Lanuage), the theme is Data4BPM. But, this is Data modeling redux. And please do not call this as Data4BPM – right concepts that always existed but not applicable to current state of BPM! Read to know why…