A deviation management system process addresses a specific problem faced by an enterprise. A hybrid or paper-based system that contains multiple disconnected processes also faces a significant challenge at enforcing consistent incident response. The scope of a deviation is often concentrated on a singular event and not a series of separate events over some time. For example, a deviation may result from a change in workload or a change in user input. In either case, the deviation represents an unauthorized change to the system.
A deviation occurs when a process is designed in a way that makes it inherently vulnerable to errors. These errors can result in a wide range of problems, including interruptions, data loss, information corruption, and user dissatisfaction. Changes to any process – from the user input to the physical hardware – can introduce deviations, depending on the nature of the change. These changes can also occur accidentally. An enterprise deviation management system monitors these events and tries to correct them before they cause severe problems.
The first step in any deviation management system is defining the root cause. It is here that IT professionals specialize in finding the root cause of the deviation and working with the appropriate personnel to make the necessary adjustments. While all of this may sound very complicated, there are many components involved. The first component is defining the scope of the project. Different projects have different needs when it comes to IT support and service. Root cause definitions for every project vary based on the size and complexity of the project.
Another important component of a deviation management system is the implementation stage. This stage involves identifying the root causes and implementing solutions to address those causes. During the implementation stage, the IT team should also discuss what will happen to the LSCs if they persist. If the root cause of the problem is found during the implementation stage, the IT services team will likely need to change how they do business to accommodate the changes.
Once a deviation has occurred, some areas of the operations will need to be investigated. The first thing that will need to be determined is why the deviation occurred. This is a more complex area than just “the root cause.” The root cause will usually be related to human error, poor design, or a combination of both. Once the root cause has been determined, then the next step is to try and figure out how to fix the deviation.
