In our latest interview (part 5 of 6) with Gordon Hodgson, resident Process Architect with Rapid Technologies', we discuss why processes should be tool agnostic.
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Matt Duntsch: "Why do processes need to be tool agnostic?"
Gordon Hodgson: "At the end of the day, it's about how you do a process. Let's pick on change control for example. Most tools today whether its Remedy, ServiceNow, Cherwell, pick one. Everybody has a change control process. What you are trying to accomplish when you develop a process for change control, is what is going to let me manage my infrastructure and keep my CI’s and keep my CMDB as accurate as possible.
And still make it a smooth and easy to use process across the enterprise. Because the more complex your process is, the less chance that people are going to follow it, at least to the letter. So you try and make it streamlined as possible but still delivering what you need which is control over your infrastructure, your CMDB, and your CI’s.
Once you design that process, and you design, this is what I want to do. Unless you are doing something really unique, much of the tools today, such as ServiceNow, probably do it right out of the box with minimal configuration. But you really go into the process design, in my opinion, designing what we need to do change control, and then we look at the tool, and say okay, tool, ServiceNow, Remedy, whatever it might be, how can you make this process work within that platform?
As opposed to taking the platform and trying to design your process in reverse of that. You really want to get your processes aligned, understand what you are doing with change control, get everybody on board, and then configure your tool.
And I think, like I said, most tools are going to be able to do what you want to do."
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