ITIL Implementation - Process Structure

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[edit] Step 5: Definition of the To-Be Process Structure

[edit] Description

Following the analysis of the initial situation, it can be decided in more detail where the ITIL project will put its focus. In practice this means to determine which ITIL processes are to be introduced, resulting in in a structured process breakdown.

The Processes to be introduced often result in a direct way from the project objectives:

If the project serves the objective of enhancing user support, The "Incident Management" process is to be established or improved. Because of their close links with Incident Management, the "Problem Management" and "Service Asset and Configuration Management" processes should also be included in the project scope.

The aim of this project step is primarily to choose the ITIL processes and sub-processes. The to-be process structure does not contain detailed process descriptions - these are developed at a later stage.

ITIL process templates can be used to support this step because they contain a generic process structure.

[edit] Objective of this Project Step

• Determination of the Service Management processes which are to be introduced
• Breakdown of processes into sub-processes

[edit] Prerequisites

• Results of the as-is process assessment
• Project objectives („What is the motivation for introducing ITIL Best Practice?”).

[edit] Results/ Deliverables

• Structured breakdown of the ITIL processes to be introduced

Selection of Relevant ITIL Processes from the Reference Process Structure

[edit] Success Factors

• The definition of the process structure should not try to anticipate later project steps; the aim of this step is to identify the processes and sub-processes to be introduced, not to specify processes in great detail.

Following Project Activity

ITIL Implementation - Step 6: Definition of Process Interfaces