January 31, 2012

IT Deviations: Tool for Improving Overall Performance

Posted in IT tagged , , , , , at 7:36 AM by Solutions2Projects, LLC

I am a firm believer in documenting deviations from performance expectations for IT systems.  This includes functional and procedural errors, both system and human.  Documenting deviations provides data for better management and control over IT systems.   The process for capturing and managing IT deviations should be simple to be most effective as we know most IT folks do not like cumbersome documentation tasks especially if they think they will be penalized as part of the process (which should not be the case, ever!). 

 A basic deviation has the following elements:

  • Deviation description
  • Date(s) of occurrence
  • Categorization for tracking purposes (planned, unplanned)
  • How it was discovered and by whom
  • Investigation into source of deviation
  • Recommended resolution or actions to be taken
  • Approvals of investigation and recommended resolution
  • Documented action taken to resolve issue
  • Approval of action taken

 Deviation examples include:

  • Backup failures
  • Failure to follow documented procedures
  • Unexpected system behaviors
  • Unplanned outages

By tracking and trending the deviations, you can see if there are recurring issues and answer the following questions to improve data integrity and reliability. 

  • Is additional training required?
  • Should work instructions be developed or be more detailed? 
  • Is there a technical issue that needs to be addressed due to a repeated failure? 
  • Is there a configuration issue that needs to be addressed?
  • Should the issues be addressed with a vendor? 
  • Does the system need to be replaced?

 IT personnel and business system owners gain visibility into issues and can track patterns if deviations are documented.  It is too easy to forget when something happened (let alone if it happened at all) and how it was resolved.  We have too much to keep track of these days.  Deviations are often seen as something that is bad rather than as a useful tool to gather information to improve overall performance.  For those of us in IT that like data, deviations should be seen as an effective tool to gather data to improve overall system performance.

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