ITIL Implementation - Process Design
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[edit] Step 8: Designing the Processes in Detail
[edit] Description
Determining the sequences of single activities within each process is bound to be relatively labour-intensive. This makes it very important to concentrate on the areas which really matter. Being well prepared is essential at this point in order to avoid the risk of producing a large number of uncorrelated and oversized documents. With this in mind, it is necessary to take great care to prepare a solid framework during the previous project steps, consisting of a process structure, process interfaces, and a set of quality criteria.
The detailed activities within the individual processes must be discussed with all relevant parties, in order to include into the design as much experience and knowledge as possible. The Process Owner is responsible for this task.
As a result, a consensus must be reached and documented in the form of detailed process flow diagram (an EPC).
The framework of process structure and interfaces for this task was set up within the previous project steps: Due to the prior definition of the project interfaces, it is already established upon which inputs a process may build, and which results it must deliver for successive processes. With this information clearly specified it becomes much easier to define a process flow in a simple, straightforward way.
Additional information to facilitate the process execution, describing procedures or deliverables in detail, can be added in the form of linked checklists/ document templates. For example there could be a couple of extra pages describing what sort of information is to be collected during the initial registration of an Incident.
[edit] Objective of this Project Step
- Detailed definition of the individual activities within the ITIL processes
- Definition of guidelines/ checklists to support process execution
- Detailed definition of the process outputs
[edit] Prerequisites
- Structure of the Service Management processes to be introduced
- Process overviews (process breakdown)
- Interfaces of the ITIL processes to be introduced
- Measures (KPIs) for the processes to be introduced
[edit] Results/ Deliverables
- Detailed process descriptions in the form of Event-Driven Process Chains (EPCs)
- Guidelines/ checklists
- Definitions of the process outputs
[edit] Success Factors
- Being well prepared is essential at this point in order to avoid the risk of producing a large number of uncorrelated and oversized documents: Process descriptions should give a clear idea of the required activities and their sequential order, but too many details should be avoided. Too much detail usually means that these documents are soon out of date, as they are too bulky to be an effective tool for the Process Owners.
- It is recommended to confine further details into linked documents (e. g. guidelines and definitions of process outputs).
- It is decisive for a successful process implementation to include all the relevant parties in this phase of the project, in order to make use of their wide range of experiences from daily business, and to ensure that the redesigned processes will be accepted and adhered to.
Following Project Activity
ITIL Implementation - Step 9: Selection and Implementation of Application Systems
