Process Evaluation
From IT Process Wiki
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ITIL Version: ITIL Version 3 (ITIL V3)
Process Objective: To evaluate processes on a regular basis. This includes identifying areas where the targeted process metrics are not reached, and holding regular benchmarkings, audits, maturity assessments and reviews.
Part of: Continual Service Improvement
Process Owner: Process Manager
Contents |
[edit] ITIL V3 vs. ITIL V2: Process Evaluation
- ITIL V2 contained some Continual Service Improvement activities within the Service Level Management process, for example holding Service Reviews and managing a Service Improvement Plan
- ITIL V3 expands this into a whole new book, introducing dedicated processes for service and process evaluation and improvement.
[edit] Sub-Processes of Process Evaluation (ITIL V3)
- Process Management Support
- Process Objective: To support all parties involved in managing and improving processes, in particular the Process Owners. This process will also coordinate all modifications to processes and update the Process Architecture, thereby making sure that all processes cooperate in a seamless way.
- Process Benchmarking
- Process Objective: To evaluate processes in relation to comparable organizations, with the aim of identifying shortcomings and developing plans for improvement.
- Process Maturity Assessment
- Process Objective: To evaluate processes in relation to best practice, with the aim of identifying shortcomings and developing plans for improvement.
- Process Audit
- Process Objective: To perform process audits in order to certify compliance of the processes with certain standards or regulatory requirements.
- Process Controlling and Review
- Process Objective: To submit processes to regular reviews, and to identify process weaknesses which should be addressed by process improvement initiatives.
[edit] Process Evaluation: KPIs
[edit] Roles within Process Evaluation (ITIL V3)
- Process Manager (Process Owner)
- Process Owner
