Within IT Operations, the two most critical functions for ensuring consistent, stable and quality services and products are Change Management, followed by Project Management. If you were thinking Quality Management then you've missed the basic concepts of quality. Neither your company nor your customers (internal and external) want to pay for quality controls and inspections, internal audits, problem management teams or helpdesk staff dedicated to customer complaints and incident management. You can't fool the customer, and delude yourself if you claim that these costs are absorbed internally.
Defective products result from ineffective design, development and projects. Release Management and Change Control are the gate keepers that are ultimately accountable for the quality of products and services reaching the end user. If you perfect these functions, you will then start to modify your strategies for product design, development and project management.
Do the cost analysis of achieving excellence in design and development versus reactive service management, then reap the rewards with market and customer trust and respect.
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