Great article.

In my last place the Service Ops Manager tried to get something similar set up, with me trying to help it along - we had change control, but this was often circumvented. Unfortunately, though our Director agreed with it all, he never 'visibly' supported it - he was also the protagonist in getting round change control. This was the killer. The trouble was there was no-one to filter the work to the team, which meant it was chaos.

Unfortunately, they are still suffering today, with the Service Ops Manager still trying to get proper controls and functions in-place, and is still trying to have the support of his Director. Me, I left, along with a number of others. This wasn't the only reason for leaving, but it played a major part. So, these sort of processes help all of the business, including those in the IT business unit.