PART IV
Controlling Processes

Part IV focuses on the control processes that occur after the maintenance team is up and running. It also describes the activities that are necessary for the effective running of maintenance and for ensuring objectives and quality goals are met. The diagram below, covered in the chapters in Part III, summarizes the areas to control.

Chapter 15: Metrics—Overall Control

Presents the metrics needed to capture the essence of the service being provided by the maintenance team, as well as the categories of production incidents and why these categories are important.

Chapter 16: Configuration Management

Presents the five control processes for maintaining confidence that all system components are managed effectively. The control processes are Version Control, Change Control, Migration Control, Production Control, and Environment Control.

Chapter 17: Cost Control

Presents how to track and categorize both fixed costs and labor costs to mine a wealth of information that can be used for process improvement, potentially decreasing staff needs, and communicating a clear picture to the customer.

Chapter 18: Communication and Beyond

Presents communication planning and describes specifics that differ from communication needs for projects, including developing a strong relationship with the stakeholders that lasts many years. To further help the success of maintenance, this chapter presents information about developing skills and tools for being a politically savvy manager.

Chapter 19: Risk Management

Presents the system of traditional project management risk management for use by maintenance.