Welcome Book Reader

Thank you so much for reading Process and the Other “P” Word (Which is Also Process). This page contains all the figures, diagrams, and appendencies from the book.

Eureka Maturity Model

Eureka Maturity Model
P-Word Figure 1

Figure 1

P-Word Figure 2

Figure 2

P-Word Figure 3

Figure 3

P-Word Figure 4

Figure 4

P-Word Figure 5

Figure 5

P-Word Figure 6

Figure 6

P-Word Figure 7

Figure 7

P-Word Figure 8

Figure 8

Appendix A: The Process Process

[embeddoc url=”https://eurekaprocess.com/wp-content/uploads/2022/11/Process-Process-TEMPLATE.pdf” viewer=”google”]

Appendix B: The Coaching System

Appendix C: Working Tickets Diagram

orking Tickets - Diagram

Appendix D: Working Tickets

Glossary of Terms

AI: Artificial Intelligence. AI is any software application that attempts to emulate what humans do. The software is usually a subset of AI, called knowledge-based systems. Knowledge-based systems are programs built around a series of facts and conclusions. Imagine a vast array of if/then statements. As this grows, the program becomes capable of coming to conclusions faster than humans, and the results seem intelligent.

Core Values: beliefs central to a person or organization. It is typically unchanging. We reveal our Core Values through actions, not intentions.

Documentation: a written document, whether physical or digital, that records the decisions made. IT has several types of documentation, including:
• Ticket Notes
• Client Assets
• Internal Processes
• Technical Processes

Documentation Platform: This is any software system designed to store, find, and retrieve documents.

EQ: Emotional Quotient. EQ is the ability to understand, use, and positively manage one’s own emotions, helping a person communicate effectively, empathize with others, overcome challenges, and defuse conflict. EQ is similar to IQ (see below) for emotions.

IQ: Intelligence Quotient. IQ is a measurement of how smart someone is, typically, a type of logical intelligence; it’s frequently measured in young children to avoid learned study bias.

IT: Information Technology (computer stuff, not just a Stephen King novel).

ITSP: Information Technology Solution Provider. This is an IT firm or IT business.

KPI: Key Performance Indicator. I like to rephrase the acronym for emphasis as a Key Indicator of Performance. A KPI is a special type of metric. You may have hundreds of metrics but only a handful of KPIs.

LBS: Leaky Bucket Syndrome. This refers to the tendency of humans to forget details over time. In this metaphor, knowledge is water, and brains are buckets. See Chapter 2 for an in-depth explanation.

MSP: Managed Service Provider. This is a type of IT firm specializing in managing the risk of downtime and inefficiency in technology systems through proven processes. Often MSPs offer their service for a fixed monthly rate. The fixed-rate model incentivizes preventing problems by reducing the effort to field trouble calls. It also benefits the client by avoiding work stoppage.

Process: This is a series of actions that lead to a specific outcome.

PSA: Professional Services Automation. This is software that tracks and automates the task of providing services. In IT, this is a ticketing system.

ROI: Return on Investment. It measures what you get back compared to what you put in. To calculate ROI, divide the net benefit (revenue – cost) by the total cost. Multiply by 100 to find the percentage.

RMM: Remote Monitoring and Management. This is a software tool that allows one to monitor and manage devices remotely. It’s usually deployed in enterprises or at ITSPs who need to access and monitor many disparate systems at once.

RTT: Real-Time Ticketing. This is the process of updating tickets live while working on them (contrary to the habit of updating tickets at the end of the day or week, if at all).

SLA: Service Level Agreement. Its original design was for contractual agreements regarding the speed and quality of services provided in the IT field. We now frequently use the term to indicate the measurements themselves, regardless of an actual contractual obligation. For example, our SLA resolution time averages 3.5 hours.

SMB: Small to Medium Business. Small businesses have less than 100 employees or less than $50M in revenue. Medium businesses have less than 1,000 employees and less than $1B in revenue. Most of our IT firm clients claim to work with SMBs and have 80% of their business with small businesses and 20% with companies that have 100–500 employees. SOP: Standard Operating Procedure. Some may distinguish SOP from Process (see previous page), but we use them synonymously in this book.

TheEurekaCommunity.com (TEC): This site contains our processes, templates, and more. See the last page for a reader bonus.