12.2. Processes

Strong, repeatable processes will allow you to define and maintain your portfolio of services and help you to organize yourself to successfully deliver these services predictably, efficiently, and cost-effectively.

• Services should be definable, stable, and measurable.

• Plan for success.

• Take a "customer approach."

• Establish a strong communication and feedback loop.

• Establish and maintain coalitions.

• Develop and maintain an accurate and complete services model and resource model.