There are different styles of processes, and the techniques to handle those will have to differ. And all will continue to exist.
Platform as a Service enables the application management of all those Long tail Applications that have until now remained a painful ghost set for all practical purposes. And if you notice the visual, business domain focused, rapid development characteristics of the underlying technologies of these Long tail Apps, there’s no doubt that new age PaaS technologies are a boon.
While IT continued to flourish and expand, the core technical strengths still ruled in technology world. The dream of business value driven development continued to remain distant. But, there are at least two real trends that change all that – BPM and Cloud Computing (PaaS & SaaS). The two key reasons they live up to the promise are “Abstraction” and “Modeling-driven-development”. White Collar Developer can finally smile!
Vendor Lock-in. Proprietary Technology. Switching Costs. These phrases are thrown out there more often than they need to be, without real thought to what the concerns actually are. Asking the right questions is important. If you want some real functionality and technological strength for a price, prioritize that and do not confuse a proprietary & strong enclosed technology with a closed & rigid architecture. Everything, that is standard today, was once proprietary in our minds until it eventually became common, universal or functionally indispensable.
When a business process culminates in a transaction that has the organization as the beneficiary, they will find a way or the other to keep track of it, and not let the ball drop. But, not so much otherwise. When you see a broken process, problem lies mostly with focus and priorities; not with their ability (technological or managerial) to manage processes.
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?