ITIL Implementation - Process Interfaces - Revision history

Andrea at 13:38, 5 April 2022

2022-04-05T13:38:15Z

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Andrea at 16:58, 29 March 2019

2019-03-29T16:58:13Z

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	[[image:Defining-the-process interfaces-itil-step-6.jpg\|thumb\|285px\|right\|alt=Definition of ITIL process interfaces. ITIL implementation, step 6.\|link=https://wiki.en.it-processmaps.com/index.php/File:Defining-the-process interfaces-itil-step-6.jpg\|[[Media:Defining-the-process interfaces-itil-step-6.jpg\|Infographic: ITIL implementation, step 6. ~~Definition of ITIL process interfaces~~]]]]		[[image:Defining-the-process interfaces-itil-step-6.jpg\|thumb\|285px\|right\|alt=Definition of ITIL process interfaces. ITIL implementation, step 6.\|link=https://wiki.en.it-processmaps.com/index.php/File:Defining-the-process interfaces-itil-step-6.jpg\|[[Media:Defining-the-process interfaces-itil-step-6.jpg\|Infographic: Definition of ITIL process interfaces. - ITIL implementation, step 6.]]]]

	{\|		{\|
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	*Definition of the interfaces for all ITIL processes which are to be introduced		*Definition of the interfaces for all ITIL processes which are to be introduced

	<br style="clear:both;"/>		<br style="clear:both;"/>

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	The definition of the process interfaces is taken care of as a separate project step, before dealing with the [[ITIL Implementation - Process Design\|innards of the processes in detail]]. Obviously, before being able to define the detailed activities, it must be clear what inputs a process can expect from preceding ones, and which outputs it must produce.		The definition of the process interfaces is taken care of as a separate project step, before dealing with the [[ITIL Implementation - Process Design\|innards of the processes in detail]]. Obviously, before being able to define the detailed activities, it must be clear what inputs a process can expect from preceding ones, and which outputs it must produce.

	The [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] applies a rigorous approach to the definition of interfaces: Information objects may be picked from a central ITIL glossary (see figure 1: [https://wiki.en.it-processmaps.com/images/pdf/itil-interfaces-inputs-outputs.pdf Index of ~~Data Objects~~]) to define the inputs and outputs in a precise way. Every information object contains a short definition to avoid any ambiguities about the expected process results.		The [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] applies a rigorous approach to the definition of interfaces: Information objects may be picked from a central ITIL glossary (see figure 1: [https://wiki.en.it-processmaps.com/images/pdf/itil-interfaces-inputs-outputs.pdf Index of data objects (.pdf)]) to define the inputs and outputs in a precise way. Every information object contains a short definition to avoid any ambiguities about the expected process results.

	A challenge during the definition of the ITIL interfaces lies in the fact that, as a rule, not all ITIL processes are introduced at once, which often means that some of the required inputs for a process are missing.		A challenge during the definition of the ITIL interfaces lies in the fact that, as a rule, not all ITIL processes are introduced at once, which often means that some of the required inputs for a process are missing.
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	Additional ITIL processes can thus be plugged into the process model at a later point in time as needed.		Additional ITIL processes can thus be plugged into the process model at a later point in time as needed.

	~~<p> </p>~~

	==Prerequisites==		==Prerequisites==
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	*Structure of the [[ITIL Implementation - Process Structure\|ITIL processes to be introduced]]		*Structure of the [[ITIL Implementation - Process Structure\|ITIL processes to be introduced]]
	*ITIL information objects ([[ITIL Glossary\|ITIL glossary terms]]) as inputs and outputs		*ITIL information objects ([[ITIL Glossary\|ITIL glossary terms]]) as inputs and outputs

	~~<p> </p>~~

	==Results/ Deliverables==		==Results/ Deliverables==
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	**with other service management processes		**with other service management processes
	**with customer and supplier processes		**with customer and supplier processes

	~~<p> </p>~~

	==Success factors==		==Success factors==
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	*The documentation of the interfaces should be clearly structured, showing details only when required. This calls for overview diagrams showing the big picture and separate detailed interface diagrams for each process.		*The documentation of the interfaces should be clearly structured, showing details only when required. This calls for overview diagrams showing the big picture and separate detailed interface diagrams for each process.

	~~<p> </p>~~

	==Relevant views of the ITIL Process Map==		==Relevant views of the ITIL Process Map==
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	The [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] contains two types of models which, in combination with each other, are used for the definition of the process interfaces:		The [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] contains two types of models which, in combination with each other, are used for the definition of the process interfaces:

	*Process overviews (see ITIL implementation [[~~ITIL Implementation~~ - ~~Process Structure~~#~~Relevant Views of the ITIL Process Map~~\|step 5 - figure 2]]), which illustrate the interrelations of several processes on one single page		*Process overviews (see ITIL implementation [[ITIL_Implementation_-_Process_Structure#Relevant_views_of_the_ITIL_Process_Map\|step 5 - figure 2]]), which illustrate the interrelations of several processes on one single page

	*Detailed process interface diagrams with all inputs and outputs (see [[Media:Interface_diagram.jpg\|figure 2]])''		*Detailed process interface diagrams with all inputs and outputs (see [[Media:Interface_diagram.jpg\|figure 2]])''

	<br style="clear:both;"/>		<br style="clear:both;"/>

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	*[2] ITIL inputs and outputs: [[ITIL Glossary\|ITIL information objects (ITIL glossary terms)]]		*[2] ITIL inputs and outputs: [[ITIL Glossary\|ITIL information objects (ITIL glossary terms)]]
	*[3] [https://wiki.en.it-processmaps.com/images/pdf/itil-interfaces-inputs-outputs.pdf Index of Data Objects - Example (.pdf)]		*[3] [https://wiki.en.it-processmaps.com/images/pdf/itil-interfaces-inputs-outputs.pdf Index of Data Objects - Example (.pdf)]

	~~<p> </p>~~

	==Following project activity==		==Following project activity==

	→ ITIL Implementation - Step 7: '''[[ITIL Implementation - Process Control\|Establishing Process Control]]'''		→ ITIL Implementation - Step 7: '''[[ITIL Implementation - Process Control\|Establishing Process Control]]'''

	~~<p> </p>~~

	==Notes==		==Notes==

	<html>By:  Andrea Kempter <a rel="author" href="https://~~plus~~.~~google~~.com/~~113316270668629760475~~/~~about~~"><img style="margin:0px 0px 0px 0px;" src="~~/skins/Vector~~/images~~/itpm~~/bookmarking/~~gplus~~.png" width="16" height="16" title="By: Andrea Kempter \| Profile on ~~Google+~~" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.		<html>By:  Andrea Kempter <a rel="author" href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.

	<p> </p>		<p> </p>
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Andrea at 18:06, 7 February 2019

2019-02-07T18:06:30Z

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Andrea at 08:44, 28 April 2017

2017-04-28T08:44:43Z

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Andrea at 17:27, 4 February 2016

2016-02-04T17:27:34Z

← Older revision		Revision as of 19:27, 4 February 2016
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	Weaknesses in processes often occur at those points where one process ends and another one begins. In many cases one will find interrupted information flows or media breaks – so that the required information is not exchanged as intended.		Weaknesses in processes often occur at those points where one process ends and another one begins. In many cases one will find interrupted information flows or media breaks – so that the required information is not exchanged as intended.

	[[image:Thumb-glossary-itil.jpg\|~~frame~~\|right\|alt=ITIL Glossary: Data Objects\|Figure 1: [https://wiki.en.it-processmaps.com/images/pdf/itil-interfaces-inputs-outputs.pdf Defining ITIL Interfaces - Index of Data Objects (ITIL Inputs and Outputs)]]]		[[image:Thumb-glossary-itil.jpg\|thumb\|300px\|right\|alt=ITIL Glossary: Data Objects\|link=https://wiki.en.it-processmaps.com/index.php/File:Thumb-glossary-itil.jpg\|Figure 1: [https://wiki.en.it-processmaps.com/images/pdf/itil-interfaces-inputs-outputs.pdf Defining ITIL Interfaces - Index of Data Objects (ITIL Inputs and Outputs)]]]
	The definition of the process interfaces is taken care of as a separate project step, before dealing with the innards of the processes in detail. Obviously, before being able to define the detailed activities, it must be clear what inputs a process can expect from preceding ones, and which outputs it must produce.		The definition of the process interfaces is taken care of as a separate project step, before dealing with the innards of the processes in detail. Obviously, before being able to define the detailed activities, it must be clear what inputs a process can expect from preceding ones, and which outputs it must produce.

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	==<span style="color:#5d5d5d">Relevant Views of the ITIL Process Map</span>==		==<span style="color:#5d5d5d">Relevant Views of the ITIL Process Map</span>==

	[[image:interface_diagram.jpg\|~~frame~~\|right\|alt=ITIL interfaces\|Figure 2: Detailed process interfaces]]		[[image:interface_diagram.jpg\|thumb\|400px\|right\|alt=ITIL interfaces\|link=https://wiki.en.it-processmaps.com/index.php/File:Interface_diagram.jpg\|Figure 2: Detailed process interfaces]]
	<span style="color:#5d5d5d">The [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] contains two types of models which, in combination with each other, are used for the definition of the process interfaces:</span>		<span style="color:#5d5d5d">The [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] contains two types of models which, in combination with each other, are used for the definition of the process interfaces:</span>

Andrea at 11:43, 17 September 2014

2014-09-17T11:43:57Z

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	\| style="border-bottom:1px solid grey;" \|<big><strong> Step 6: Definition of ITIL Process Interfaces </strong></big>		\|style="border-bottom:1px solid grey;"\|<big><strong>Step 6: Definition of ITIL Process Interfaces </strong></big>
	\|}		\|}

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	<p> </p>		<p> </p>

	==== Objective of this Project Step ====		===<span id="Objective of this Project Step">Objectives</span>===

	* Definition of the interfaces for all ITIL processes which are to be introduced		*Definition of the interfaces for all ITIL processes which are to be introduced

	<p> </p>		<p> </p>

	==== Description ====		==Description==

	These inputs and outputs are also called ''ITIL information objects'': Structured sets of data, like e.g. an Incident Record, which serves to describe a service interruption.		These inputs and outputs are also called ''ITIL information objects'': Structured sets of data, like e.g. an Incident Record, which serves to describe a service interruption.
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	<p> </p>		<p> </p>

	==== Prerequisites ====		==Prerequisites==

	* Structure of the [[ITIL Implementation - Process Structure\|ITIL processes to be introduced]]		*Structure of the [[ITIL Implementation - Process Structure\|ITIL processes to be introduced]]
	* ITIL information objects ([[ITIL Glossary\|ITIL glossary terms]]) as inputs and outputs		*ITIL information objects ([[ITIL Glossary\|ITIL glossary terms]]) as inputs and outputs

	<p> </p>		<p> </p>

	==== Results/ Deliverables ====		==Results/ Deliverables==

	* Interfaces of the ITIL processes to be introduced:		*Interfaces of the ITIL processes to be introduced:
	** with each other		**with each other
	** with other service management processes		**with other service management processes
	** with customer and supplier processes		**with customer and supplier processes

	<p> </p>		<p> </p>

	==== Success Factors ====		==Success Factors==

	* It must be avoided that the newly introduced processes represent an isolated solution; the interfaces to the other processes within the IT organization and beyond it must therefore be considered.		*It must be avoided that the newly introduced processes represent an isolated solution; the interfaces to the other processes within the IT organization and beyond it must therefore be considered.

	* The documentation of the interfaces should be clearly structured, showing details only when required. This calls for overview diagrams showing the big picture and separate detailed interface diagrams for each process.		*The documentation of the interfaces should be clearly structured, showing details only when required. This calls for overview diagrams showing the big picture and separate detailed interface diagrams for each process.

	<p> </p>		<p> </p>

	==== <span style="color:#5d5d5d">Relevant Views of the ITIL Process Map</span>====		==<span style="color:#5d5d5d">Relevant Views of the ITIL Process Map</span>==

	[[image:interface_diagram.jpg\|frame\|right\|alt=ITIL interfaces\|Figure 2: Detailed process interfaces]]		[[image:interface_diagram.jpg\|frame\|right\|alt=ITIL interfaces\|Figure 2: Detailed process interfaces]]
	<span style="color:#5d5d5d">The [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] contains two types of models which, in combination with each other, are used for the definition of the process interfaces:</span>		<span style="color:#5d5d5d">The [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] contains two types of models which, in combination with each other, are used for the definition of the process interfaces:</span>

	* <span style="color:#5d5d5d">Process overviews ''(see ITIL Implementation [[ITIL Implementation - Process Structure#Relevant Views of the ITIL Process Map\|Step 5 - Figure 2]])'', which illustrate the interrelations of several processes on one single page</span>		*<span style="color:#5d5d5d">Process overviews ''(see ITIL Implementation [[ITIL Implementation - Process Structure#Relevant Views of the ITIL Process Map\|Step 5 - Figure 2]])'', which illustrate the interrelations of several processes on one single page</span>

	* <span style="color:#5d5d5d">Detailed process interface diagrams with all inputs and outputs ''(see [[Media:Interface_diagram.jpg\|Figure 2]])''</span>		*<span style="color:#5d5d5d">Detailed process interface diagrams with all inputs and outputs ''(see [[Media:Interface_diagram.jpg\|Figure 2]])''</span>

	<br style="clear:both;"/>		<br style="clear:both;"/>

	==== Resources ====		==Resources==

	* [1] To-be process structure: [https://wiki.en.it-processmaps.com/images/pdf/generic-itil-process-structure.pdf Generic ITIL process structure (.pdf)]		*[1] To-be process structure: [https://wiki.en.it-processmaps.com/images/pdf/generic-itil-process-structure.pdf Generic ITIL process structure (.pdf)]
	* [2] ITIL inputs and outputs: [[ITIL Glossary\|ITIL information objects (ITIL glossary terms)]]		*[2] ITIL inputs and outputs: [[ITIL Glossary\|ITIL information objects (ITIL glossary terms)]]
	* [3] [https://wiki.en.it-processmaps.com/images/pdf/itil-interfaces-inputs-outputs.pdf Index of Data Objects - Example (.pdf)]		*[3] [https://wiki.en.it-processmaps.com/images/pdf/itil-interfaces-inputs-outputs.pdf Index of Data Objects - Example (.pdf)]

	<p> </p>		<p> </p>

	~~'''~~Following Process Activity~~''':~~		==Following Process Activity==

	→ ITIL Implementation - Step 7: '''[[ITIL Implementation - Process Control\|Establishing Process Control]]'''		→ ITIL Implementation - Step 7: '''[[ITIL Implementation - Process Control\|Establishing Process Control]]'''
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	<p> </p>		<p> </p>

	<html><a rel="author" href="https://plus.google.com/113316270668629760475"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Andrea Kempter \| Profile on Google+" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a></html>		==[ Infobox ]==

			<html><table class="wikitable">
			<tr>
			<td>Link to this page:</td>
			<td><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Implementation_-_Process_Interfaces">https://wiki.en.it-processmaps.com/index.php/ITIL_Implementation_-_Process_Interfaces</a></td>
			</tr>
			<tr>
			<td>Languages:</td>
			<td><span itemprop="inLanguage" content="en">English</span> \| <span><a itemprop="citation" class="external text" href="https://wiki.de.it-processmaps.com/index.php/ITIL-Implementierung_-_Prozess-Schnittstellen">Deutsch</a></span> \| <span><a itemprop="citation" class="external text" href="https://wiki.es.it-processmaps.com/index.php/Implementaci%C3%B3n_de_ITIL_-_Interfaces_de_procesos_ITIL">español</a></span></td>
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			<td>Image:</td>
			<td style="vertical-align:top"><a itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/9/9a/Thumb-glossary-itil.jpg" title=" Defining ITIL Interfaces"> Defining ITIL Interfaces (.JPG)</a></td>
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			<td>Author:</td>
			<td><span itemprop="author">Andrea Kempter</span>, <span itemprop="creator copyrightHolder publisher">IT Process Maps</span>    <a rel="author" href="https://plus.google.com/113316270668629760475"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Andrea Kempter \| Profile on Google+" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a></td>
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	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL implementation]]		[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL implementation]]
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Andrea: /* Resources */

2013-06-30T09:18:49Z

Resources

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	Image:ITIL-Wiki-de-es.jpg\|DE - ES - ITIL Process Interfaces - ITIL Interfaces\|100px		Image:ITIL-Wiki-de-es.jpg\|DE - ES - ITIL Process Interfaces - ITIL Interfaces\|100px
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	==== Description ====		==== Description ====

	These inputs and outputs are also called ITIL information objects: Structured sets of data, like e.g. an Incident Record, which serves to describe a ~~Service Request or Service Interruption~~.		These inputs and outputs are also called ''ITIL information objects'': Structured sets of data, like e.g. an Incident Record, which serves to describe a service interruption.

	Just how great the importance of process interfaces is for the design of optimal work procedures frequently becomes apparent during the analysis of as-is ~~Processes~~:		Just how great the importance of process interfaces is for the design of optimal work procedures frequently becomes apparent during the analysis of as-is processes:

	Weaknesses in processes often occur at those points where one process ends and another one begins. In many cases one will find interrupted information flows or media breaks – so that the required information is not exchanged as intended.		Weaknesses in processes often occur at those points where one process ends and another one begins. In many cases one will find interrupted information flows or media breaks – so that the required information is not exchanged as intended.

	[[image:Thumb-glossary-itil.jpg\|frame\|right\|alt=ITIL Glossary\|Figure 1: Index of Data Objects - ITIL ~~V3 Glossary (example~~)]]		[[image:Thumb-glossary-itil.jpg\|frame\|right\|alt=ITIL Glossary: Data Objects\|Figure 1: [https://wiki.en.it-processmaps.com/images/pdf/itil-interfaces-inputs-outputs.pdf Defining ITIL Interfaces - Index of Data Objects (ITIL Inputs and Outputs)]]]
	The definition of the process interfaces is taken care of as a separate project step, before dealing with the innards of the processes in detail. Obviously, before being able to define the detailed activities, it must be clear what inputs a process can expect from preceding ones, and which outputs it must produce.		The definition of the process interfaces is taken care of as a separate project step, before dealing with the innards of the processes in detail. Obviously, before being able to define the detailed activities, it must be clear what inputs a process can expect from preceding ones, and which outputs it must produce.

	The [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] applies a rigorous approach to the definition of interfaces: Information objects may be picked from a central ITIL glossary ''(see Figure 1)'' to define the inputs and outputs in a precise way. Every information object contains a short definition to avoid any ambiguities about the expected process results.		The [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] applies a rigorous approach to the definition of interfaces: Information objects may be picked from a central ITIL glossary ''(see Figure 1: [https://wiki.en.it-processmaps.com/images/pdf/itil-interfaces-inputs-outputs.pdf Index of Data Objects])'' to define the inputs and outputs in a precise way. Every information object contains a short definition to avoid any ambiguities about the expected process results.

	A challenge during the definition of the ITIL interfaces lies in the fact that, as a rule, not all ITIL processes are introduced at once, which often means that some of the required inputs for a process are missing.		A challenge during the definition of the ITIL interfaces lies in the fact that, as a rule, not all ITIL processes are introduced at once, which often means that some of the required inputs for a process are missing.

	For example, an [[IT Security Management\|Information Security Management]] process could not yet be explicitly defined, but the [[Roles ~~within ITIL V3~~#1st Level Support\|Service Desk]] still requires inputs from Security Management, like e.g. [[IT Security Management#Security-Alert\|Security Alerts]].		For example, an [[IT Security Management\|Information Security Management]] process could not yet be explicitly defined, but the [[ITIL Roles#1st Level Support\|Service Desk]] still requires inputs from Security Management, like e.g. [[IT Security Management#Security-Alert\|Security Alerts]].

	In order to circumvent this problem, which inevitably springs up during a phased introduction of ITIL, a generic process directory for the IT organization as a whole can be used.		In order to circumvent this problem, which inevitably springs up during a phased introduction of ITIL, a generic process directory for the IT organization as a whole can be used.
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	==== Prerequisites ====		==== Prerequisites ====

	* Structure of the [[ITIL Implementation - Process Structure\|ITIL processes to be introduced]]		* Structure of the [[ITIL Implementation - Process Structure\|ITIL processes to be introduced]]
	* ITIL information objects ([[ITIL Glossary\|ITIL glossary terms]]) as inputs and outputs		* ITIL information objects ([[ITIL Glossary\|ITIL glossary terms]]) as inputs and outputs
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	* Interfaces of the ITIL processes to be introduced:		* Interfaces of the ITIL processes to be introduced:
	** with each other		** with each other
	** with other ~~ITIL~~ processes		** with other service management processes
	** with ~~customers~~ and ~~suppliers~~		** with customer and supplier processes

	<p> </p>		<p> </p>
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	<p> </p>		<p> </p>

	==== <span style="color:#5d5d5d">Relevant Views of the ITIL Process Map V3</span>====		==== <span style="color:#5d5d5d">Relevant Views of the ITIL Process Map</span>====

	[[image:interface_diagram.jpg\|frame\|right\|alt=ITIL interfaces\|Figure 2: Detailed process interfaces]]		[[image:interface_diagram.jpg\|frame\|right\|alt=ITIL interfaces\|Figure 2: Detailed process interfaces]]
	<span style="color:#5d5d5d">The [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] contains two types of models which, in combination with each other, are used for the definition of the process interfaces:</span>		<span style="color:#5d5d5d">The [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] contains two types of models which, in combination with each other, are used for the definition of the process interfaces:</span>

			* <span style="color:#5d5d5d">Process overviews ''(see ITIL Implementation [[ITIL Implementation - Process Structure#Relevant Views of the ITIL Process Map\|Step 5 - Figure 2]])'', which illustrate the interrelations of several processes on one single page</span>

			* <span style="color:#5d5d5d">Detailed process interface diagrams with all inputs and outputs ''(see [[Media:Interface_diagram.jpg\|Figure 2]])''</span>

	* <~~span~~ style="~~color~~:~~#5d5d5d~~">Process overviews ''(see [[ITIL Implementation - Process Structure#Relevant Views of the ITIL Process Map V3\|Step 5 - Figure 2]])'', which illustrate the interrelations of several processes on one single page</~~span~~>		<br style="clear:both;"/>

	* ~~<span style="color~~:~~#5d5d5d">Detailed~~ process ~~interface diagrams with all~~ inputs and outputs ''(~~see Figure 2~~)~~''<~~/~~span>~~		==== Resources ====

			* [1] To-be process structure: [https://wiki.en.it-processmaps.com/images/pdf/generic-itil-process-structure.pdf Generic ITIL process structure (.pdf)]
			* [2] ITIL inputs and outputs: [[ITIL Glossary\|ITIL information objects (ITIL glossary terms)]]
			* [3] [https://wiki.en.it-processmaps.com/images/pdf/itil-interfaces-inputs-outputs.pdf Index of Data Objects - Example (.pdf)]

	<p> </p>		<p> </p>
	~~<br style="clear:both;"/>~~

	'''Following Process Activity''':		'''Following Process Activity''':

	→ ITIL Implementation - Step 7: '''[[ITIL Implementation - Process ~~Controlling~~\|Establishing Process Control]]'''		→ ITIL Implementation - Step 7: '''[[ITIL Implementation - Process Control\|Establishing Process Control]]'''
	<br style="clear:both;"/>		<br style="clear:both;"/>

	<p> </p>		<p> </p>

			<html><a rel="author" href="https://plus.google.com/113316270668629760475"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Andrea Kempter \| Profile on Google+" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a></html>

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL V3]][[Category:ITIL implementation]]		[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL implementation]]
	<!-- --- -->		<!-- --- -->

Andrea at 16:13, 16 September 2011

2011-09-16T16:13:52Z

← Older revision		Revision as of 18:13, 16 September 2011
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	\|}		\|}

			<p> </p>

			The next step determines which inputs each process receives from other processes, and which outputs it must produce so that subsequent processes are able to function.

			<p> </p>

			==== Objective of this Project Step ====

			* Definition of the interfaces for all ITIL processes which are to be introduced

			<p> </p>

	==== Description ====		==== Description ====

	~~The next step determines which inputs each process receives from other processes, and which outputs it must produce so that subsequent processes are able to function.~~

	These inputs and outputs are also called ITIL information objects: Structured sets of data, like e.g. an Incident Record, which serves to describe a Service Request or Service Interruption.		These inputs and outputs are also called ITIL information objects: Structured sets of data, like e.g. an Incident Record, which serves to describe a Service Request or Service Interruption.
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	Weaknesses in processes often occur at those points where one process ends and another one begins. In many cases one will find interrupted information flows or media breaks – so that the required information is not exchanged as intended.		Weaknesses in processes often occur at those points where one process ends and another one begins. In many cases one will find interrupted information flows or media breaks – so that the required information is not exchanged as intended.

	[[image:Thumb-glossary-itil.jpg\|frame\|right\|alt=ITIL ~~interfaces - ITIL data objects~~\|Figure 1: Index of Data Objects - ITIL V3 Glossary (example)]]		[[image:Thumb-glossary-itil.jpg\|frame\|right\|alt=ITIL Glossary\|Figure 1: Index of Data Objects - ITIL V3 Glossary (example)]]
	The definition of the process interfaces is taken care of as a separate project step, before dealing with the innards of the processes in detail. Obviously, before being able to define the detailed activities, it must be clear what inputs a process can expect from preceding ones, and which outputs it must produce.		The definition of the process interfaces is taken care of as a separate project step, before dealing with the innards of the processes in detail. Obviously, before being able to define the detailed activities, it must be clear what inputs a process can expect from preceding ones, and which outputs it must produce.

	The [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] applies a rigorous approach to the definition of interfaces: Information objects may be picked from a central ITIL glossary (see Figure 1) to define the inputs and outputs in a precise way. Every information object contains a short definition to avoid any ambiguities about the expected process results.		The [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] applies a rigorous approach to the definition of interfaces: Information objects may be picked from a central ITIL glossary ''(see Figure 1)'' to define the inputs and outputs in a precise way. Every information object contains a short definition to avoid any ambiguities about the expected process results.

	A challenge during the definition of the interfaces lies in the fact that, as a rule, not all ITIL processes are introduced at once, which often means that some of the required inputs for a process are missing.		A challenge during the definition of the ITIL interfaces lies in the fact that, as a rule, not all ITIL processes are introduced at once, which often means that some of the required inputs for a process are missing.

	For example, an IT Security Management process could not yet be explicitly defined, but the Service Desk still requires inputs from Security Management, like e.g. Security Alerts.		For example, an [[IT Security Management\|Information Security Management]] process could not yet be explicitly defined, but the [[Roles within ITIL V3#1st Level Support\|Service Desk]] still requires inputs from Security Management, like e.g. [[IT Security Management#Security-Alert\|Security Alerts]].

	In order to circumvent this problem, which inevitably springs up during a phased introduction of ITIL, a generic process directory for the IT organization as a whole can be used.		In order to circumvent this problem, which inevitably springs up during a phased introduction of ITIL, a generic process directory for the IT organization as a whole can be used.
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	Additional ITIL processes can thus be plugged into the process model at a later point in time as needed.		Additional ITIL processes can thus be plugged into the process model at a later point in time as needed.

	~~==== Objective of this Project Step ====~~		<p> </p>

	* Definition of the interfaces for all ITIL processes which are to be introduced

	==== Prerequisites ====		==== Prerequisites ====
	* Structure of the [[ITIL Implementation - Process Structure\|ITIL processes to be introduced]]		* Structure of the [[ITIL Implementation - Process Structure\|ITIL processes to be introduced]]
	* ITIL information objects ([[ITIL Glossary\|ITIL glossary terms]]) as inputs and outputs		* ITIL information objects ([[ITIL Glossary\|ITIL glossary terms]]) as inputs and outputs

			<p> </p>

	==== Results/ Deliverables ====		==== Results/ Deliverables ====
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	** with other ITIL processes		** with other ITIL processes
	** with customers and suppliers		** with customers and suppliers

			<p> </p>

	==== Success Factors ====		==== Success Factors ====
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	* The documentation of the interfaces should be clearly structured, showing details only when required. This calls for overview diagrams showing the big picture and separate detailed interface diagrams for each process.		* The documentation of the interfaces should be clearly structured, showing details only when required. This calls for overview diagrams showing the big picture and separate detailed interface diagrams for each process.

			<p> </p>

	==== <span style="color:#5d5d5d">Relevant Views of the ITIL Process Map V3</span>====		==== <span style="color:#5d5d5d">Relevant Views of the ITIL Process Map V3</span>====

	[[image:interface_diagram.jpg\|frame\|right\|alt=ITIL interfaces\|Figure 2: Detailed process interfaces]]		[[image:interface_diagram.jpg\|frame\|right\|alt=ITIL interfaces\|Figure 2: Detailed process interfaces]]

	<span style="color:#5d5d5d">The [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] contains two types of models which, in combination with each other, are used for the definition of the process interfaces:</span>		<span style="color:#5d5d5d">The [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] contains two types of models which, in combination with each other, are used for the definition of the process interfaces:</span>

	* <span style="color:#5d5d5d">Process overviews (see [[ITIL Implementation - Process Structure#Relevant Views of the ITIL Process Map V3\|Step 5 - Figure 2]]), which illustrate the interrelations of several processes on one single page</span>		* <span style="color:#5d5d5d">Process overviews ''(see [[ITIL Implementation - Process Structure#Relevant Views of the ITIL Process Map V3\|Step 5 - Figure 2]])'', which illustrate the interrelations of several processes on one single page</span>

	* <span style="color:#5d5d5d">Detailed process interface diagrams with all inputs and outputs (see Figure 2)</span>		* <span style="color:#5d5d5d">Detailed process interface diagrams with all inputs and outputs ''(see Figure 2)''</span>

			<p> </p>
			<br style="clear:both;"/>

	'''Following Process Activity''':		'''Following Process Activity''':
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	<br style="clear:both;"/>		<br style="clear:both;"/>

			<p> </p>

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL V3]][[Category:ITIL implementation]]		[[Category:ITIL V3]][[Category:ITIL implementation]]
	<!-- --- -->		<!-- --- -->

Andrea at 10:42, 27 July 2011

2011-07-27T10:42:31Z

Show changes

Andrea at 11:49, 30 December 2007

2007-12-30T11:49:56Z

New page

{|
! align="right" width="80%"|
! style="background:#DDDDDD;" align="right" width="20%"| [https://wiki.de.it-processmaps.com/index.php/ITIL-Implementierung_-_Prozess-Schnittstellen diese Seite auf Deutsch]
|}

'''''Step 6: Definition of Process Interfaces'''''

As the next step in the design of an ITIL-compliant IT organization it is determined which inputs each process receives from other processes, and which outputs it must produce so that subsequent processes are able to function.

These inputs and outputs are also called ITIL information objects: Structured sets of data, like e.g. an Incident Record, which serves to describe a Service Request or Service Interruption.

Just how great the importance of process interfaces is for the design of optimal work procedures frequently becomes apparent during the analysis of as-is Processes:

Weaknesses in processes often occur at those points where one process ends and another one begins. In many cases one will find interrupted information flows or media breaks – so that the required information is not exchanged as intended.

For this reason, the definition of the process interfaces is taken care of as a separate project step, before dealing with the innards of the processes in detail. Obviously, before being able to define the detailed activities, it must be clear what inputs a process can expect from preceding ones, and which outputs it must produce.

==== Objective of this Project Step ====

* Definition of the interfaces for the Service Management processes which are to be introduced

==== Prerequisites ====
* Structure of the Service Management processes to be introduced
* Process overviews (process breakdowns)
* Structure of processes of the entire IT organization
* ITIL information objects (ITIL glossary terms) as in-/ outputs

==== Results/ Deliverables ====

* Interfaces of the ITIL processes to be introduced:
** with each other
** with other IT Service Management processes
** with the other processes within the IT organization and beyond it
[[image:interface_diagram.jpg|frame|left|Interface Diagram]]
<br style="clear:both;"/>

==== Description ====

The previously developed process structure is used as a basis for modeling the process interfaces. Information objects serve to define the in-/outputs in a precise way.
The Process Owner can thus easily and at a single glance recognize which inputs he can expect from other processes, and which results his own process must deliver.

The information objects being used to specify the interfaces may be selected from an [[ITIL Glossary]].

A challenge during the definition of the interfaces lies in the fact that, as a rule, not all ITIL processes are introduced simultaneously; it is also often necessary to integrate inputs from processes that are outside of IT Service Management.

For example, an IT Security Management process could not yet be explicitly defined – nevertheless the Service Desk still requires inputs from Security Management, like Security Alerts, to be delivered via a clearly defined interface.

In order to circumvent this problem, which inevitably springs up during a phased introduction of IT Service Management, a generic process directory for the IT organization as a whole can be used. An example derived from ITIL, COBIT and ISO 20000 which will be applicable to the majority of IT organizations is available here for download. Uniform Process Structure for the Entire IT organization).
[[image:thumb_it_processes.jpg|frame|right|[https://wiki.en.it-processmaps.com/images/pdf/uniform_it_processes.pdf Uniform Process Structure for the Entire IT Organization]]]

The generic directory offers a framework for the definition of interfaces, even if process details are not yet known.

In our example, the IT Security Management process from the Uniform Process Structure can be used as a placeholder when defining the interface between Security Management and the Service Desk, even if the underlying process details will only be defined some time in the future.

This approach has the advantage of pro-actively ensuring a long-term consistency in the entire process model of the IT organization, and be aware of missing links between processes.

Even so, the missing link between the Service Desk and Security Management is still real, and a workaround must be found. One possible way to fix the problem could be a preliminary agreement with an existing Security Administrator, who will agree to provide the Service Desk with all relevant security information.

If no such solution can be achieved, the interface in the process documentation is left open – and must be highlighted as non-functional in the interface model.

==== Success Factors ====

* It must be avoided that the newly introduced processes represent an isolated solution; the interfaces to the other processes within the IT organization and beyond it must therefore be considered.
* The documentation of the interfaces should be clearly laid out, in that it is hierarchically structured and details are only shown when required. Thus it will be possible to grasp the great interrelationships between the major processes at a glance, while being able to zoom in on detailed data structures at the interfaces if necessary.

==== Following Process Activity ====
''Step 7:'' '''''[[ITIL Implementation - Process Controlling|Establish Process Controlling]]'''''