Realise

As part of the continual improvement process through good short and simple feedback monitor your overall service performance continually, addressing any deviations promptly. Too much collaboration and communication can slow a process where there is no discernable and meaningful information exchanged between participants.

Review and optimize your IT service processes to improve service delivery.

When feasible, to remove the human-factor, automate that which can be automated.

If your IT function can focus on the business value and ensure that your simplest, smallest-every-day, activities, as well as those bigger IT projects, seek to receive continual improvements through feedback from good collaboration and communications, the bigger picture will be deliverable, especially if communications are simple and straight to the point.

Building from your every-day activities in to the more complexities of IT project and programme management should be a simple step change.

Once IT activity, project and programme management are maturing, your IT department is ready to move on to higher and better things like IT asset procurement, policy development and IT governance before we can say that you have achieved a level of operational excellence, being recognised as an enabler to the business and its goals and no longer an overhead.