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9: Robust Processes

World-class infrastructures know how to develop, design, and maintain robust processes. A robust process is one that is developed with a clear objective as to what the process is intended to do—change management, capacity planning, disaster recovery, etc. This is sometimes referred to as the effectiveness of a process, and can be quantified with service metrics.

After development, a robust process is then designed with more detail and contains specific inputs and outputs. The process is streamlined at this point to remove any non–value-added steps that may have crept into the design. Robust processes designed like this are easily maintained to keep them current and compatible with other infrastructure changes.

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