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.
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