One thing process protects against is lazy people.
Like, we recently had an incident where someone just pasted "401 - URL" into the description and sent it off. We recently asked someone to open the incident through the correct channels. We got a service request "Fix" with the mail thread attached to it in a format we couldn't open. We get incidents "System is slow, infrastructure is problem" from random "DevOps" people.
Sadly, that is the crap you need to deal with. This is the crap that grinds away cooperative culture by pure abuse. Before a certain dysfunctional project was dumped on us as "Make it Saas", people were happy to support ad-hoc, ambitious and strange things.
We are now forced by this project to enforce procedure and if this kills great ideas and adventures, so be it. The crappy, out-of-process things cost too much time.
Like, we recently had an incident where someone just pasted "401 - URL" into the description and sent it off. We recently asked someone to open the incident through the correct channels. We got a service request "Fix" with the mail thread attached to it in a format we couldn't open. We get incidents "System is slow, infrastructure is problem" from random "DevOps" people.
Sadly, that is the crap you need to deal with. This is the crap that grinds away cooperative culture by pure abuse. Before a certain dysfunctional project was dumped on us as "Make it Saas", people were happy to support ad-hoc, ambitious and strange things.
We are now forced by this project to enforce procedure and if this kills great ideas and adventures, so be it. The crappy, out-of-process things cost too much time.