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[[image:Designing-itil-processes-in detail-step-8.jpg|thumb|285px|right|alt=Designing the ITIL Processes in Detail. ITIL implementation, step 8.|link=https://wiki.en.it-processmaps.com/index.php/File:Designing-itil-processes-in detail-step-8.jpg|[[Media:Designing-itil-processes-in detail-step-8.jpg|Infographic: Designing the ITIL processes in detail. - ITIL implementation, step 8.]]]]


{|
{|
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|style="border-bottom:1px solid grey;"|<big><strong>Step 8: Designing the ITIL Processes in Detail </strong></big>
|style="border-bottom:1px solid grey; font-size:130%"|<strong>Step 8: Designing the ITIL Processes in Detail </strong>
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<p>&nbsp;</p>
<p>&nbsp;</p>


Determining the sequences of single activities within each process is bound to be relatively labor-intensive. This makes it very important to concentrate on the areas which really matter.
The 'Process design' step is about specifying in detail which activities need to be performed within each ITIL process.
<p>&nbsp;</p>


<p>&nbsp;</p>
__TOC__


===<span id="Objective of this Project Step">Objectives</span>===
===<span id="Objective of this Project Step">Objectives</span>===
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*Definition of guidelines/ checklists to support process execution
*Definition of guidelines/ checklists to support process execution
*Detailed definition of the process outputs
*Detailed definition of the process outputs
<br style="clear:both;"/>


<p>&nbsp;</p>
==Description==


==Description==
Typically, the [[ITIL Roles#Process Owner|process owners]] will be responsible for this task. All relevant parties should be involved, especially members of staff who will execute the processes, to ensure that their experiences and knowledge is taken into account when designing the processes.


[[Image:Thumb-itil-process-flow.jpg|thumb|400px|right|alt=ITIL process design|link=https://wiki.en.it-processmaps.com/index.php/File:Thumb-itil-process-flow.jpg|Fig. 1: Detailed Process Descriptions (ITIL process flows)]]
[[Image:Thumb-itil-process-flow.jpg|thumb|400px|right|alt=ITIL process design|link=https://wiki.en.it-processmaps.com/index.php/File:Thumb-itil-process-flow.jpg|Fig. 1: Detailed Process Descriptions (ITIL process flows)]]
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 [[ITIL Roles#Process Owner|Process Owner]] is responsible for this task.
The process designs are usually documented in the form of flowchart diagrams. These should provide a clear idea of the required activities and their sequential order, without going into unnecessary detail. The diagrams will also specify the roles responsible for executing the activities.


As a result, a consensus must be reached and documented in the form of detailed ''process flow diagrams'' ''(see Fig. 1: [[Media:Thumb-itil-process-flow.jpg|ITIL process flows]])''.
The ITIL&reg; Process Map supports this task with a complete set of flowcharts which can be adapted to the specific needs of particular organizations (see fig. 1: [[Media:Thumb-itil-process-flow.jpg|ITIL process flows]]).


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.
To keep the process diagrams readable and focused, additional information to support the process execution should be attached to the flowchart diagrams in the form of linked [[ITIL-Checklists|checklists and document templates]]. An example would be a document containing detailed instructions for the registration and routing of incidents or service requests in 1st level support.
 
Additional information to facilitate the process execution, describing procedures or deliverables in detail, can be added in the form of linked [[ITIL-Checklists|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.
 
<p>&nbsp;</p>


==Prerequisites==
==Prerequisites==
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*[[ITIL Implementation - Process Interfaces|Interfaces of the ITIL processes]] to be introduced
*[[ITIL Implementation - Process Interfaces|Interfaces of the ITIL processes]] to be introduced
*[[ITIL Key Performance Indicators|Measures (KPIs) for the ITIL processes]] to be introduced
*[[ITIL Key Performance Indicators|Measures (KPIs) for the ITIL processes]] to be introduced
<p>&nbsp;</p>


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


*Detailed process descriptions in the form of Activity Chains
*Detailed process descriptions in the form of flowchart diagrams and activity chains
*[[ITIL-Checklists|Guidelines/ checklists]]
*Possibly: Additional  [[ITIL-Checklists|guidelines / checklists]], instructions, etc.
*Definitions of the process outputs
*Definitions of the process outputs


<p>&nbsp;</p>
==Success factors==
 
==Success Factors==


*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.
*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.
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*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.
*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.


<p>&nbsp;</p>
==Relevant Views of the ITIL Process Map==


==<span style="color:#5d5d5d">Relevant Views of the ITIL Process Map</span>==
Being well prepared is essential at this point in order to avoid the risk of producing a large number of uncorrelated and oversized documents.


<span style="color:#5d5d5d">Being well prepared is essential at this point in order to avoid the risk of producing a large number of uncorrelated and oversized documents.</span>
[[Image:Itil-templates.jpg|thumb|400px|right|alt=ITIL templates and checklists|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-templates.jpg|Fig. 2: [[ITIL-Checklists|ITIL templates and checklists]] are used to enhance the ITIL process flows]]


[[Image:Itil-templates.jpg|thumb|400px|right|alt=ITIL templates and checklists|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-templates.jpg|Figure 2: ITIL templates and checklists are used to enhance the ITIL process flows]]
This is why our method of "ITIL Implementation Using ITIL Process Templates" takes great care to set up a framework of process structure and interfaces during the initial 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.
<span style="color:#5d5d5d">This is why our method of "ITIL Implementation Using ITIL Process Templates" takes great care to set up a framework of process structure and interfaces during the initial 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.</span>


<span style="color:#5d5d5d">With this information clearly specified it becomes much easier to define a process flow in a simple, straightforward way.</span>
With this information clearly specified it becomes much easier to define a process flow in a simple, straightforward way.
<br style="clear:both;"/>
<br style="clear:both;"/>
<p>&nbsp;</p>


<span style="color:#5d5d5d">The [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] makes detailed process flows available for all ITIL processes ''(see Fig. 1: [[Media:Thumb-itil-process-flow.jpg|ITIL process flows]])''. These models fulfill the requirements of ITIL and ISO 20000.</span>
The [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map] makes detailed process flows available for all ITIL processes (see fig. 1: [[Media:Thumb-itil-process-flow.jpg|ITIL process flows]]). These models fulfill the current requirements of ITIL.


<span style="color:#5d5d5d">Modifications will often be necessary to allow for special circumstances or preferences; these alterations are of course permitted, as long as the ITIL guiding ideas are followed.</span>
Modifications will often be necessary to allow for special circumstances or preferences; these alterations are of course permitted, as long as the ITIL guiding ideas are followed.


<p>&nbsp;</p>
<p>&nbsp;</p>
<html>
<html>
<a href="https://demo.it-processmaps.com/howto_en/using-itil-process-map.html" ><img src="https://demo.it-processmaps.com/howto_en/video-using-itil-process-templates.jpg" width="253" height="150" class="thumbimage" alt="Video: Adapting the ITIL Process Model to your Organization" title="Start the video: Adapting the ITIL Process Map" style="display: block; float: left; margin-left: 10px; margin-bottom: 10px; margin-right: 30px" /></a>
<a href="https://demo.it-processmaps.com/howto_en/using-itil-process-map.html" ><img src="https://demo.it-processmaps.com/howto_en/video-using-itil-process-templates.jpg" width="253" height="150" class="thumbimage" alt="Video: Adapting the ITIL Process Model to your Organization" title="Start the video: Adapting the ITIL Process Map" style="display: block; float: left; margin-left: 10px; margin-bottom: 10px; margin-right: 30px" /></a>
<p style="margin-top: 0;">Learn how to adapt the pre-configured ITIL best practice templates to the requirements of your organization:</p>
<p style="margin-top: 0; word-wrap:normal;">Learn&nbsp;how&nbsp;to&nbsp;adapt the pre-configured ITIL best practice templates to the requirements of your organization:</p>
<p>Watch the video: "<a href="https://demo.it-processmaps.com/howto_en/using-itil-process-map.html" title="Start the video: Adapting the ITIL Process Map">Using the ITIL Process Map</a>" [Duration: 10:02 min.]
<p>Watch the video: "<a href="https://demo.it-processmaps.com/howto_en/using-itil-process-map.html" title="Start the video: Adapting the ITIL Process Map">Using the ITIL Process Map</a>" (10:02 min.)
<br style="clear:both;"/></html>
<br style="clear:both;"/></html>
<p>&nbsp;</p>


<span style="color:#5d5d5d">As an addition to the detailed ITIL process flows, checklists/ document templates ''(see Fig. 2)'' are available within the ITIL Process Map, describing procedures or process outputs in detail where necessary.</span>
As an addition to the detailed ITIL process flows, checklists/ document templates (see fig. 2: [[Media:Itil-templates.jpg|ITIL templates]]) are available within the ITIL Process Map, describing procedures or process outputs in detail where necessary.


<span style="color:#5d5d5d">We make samples of our ITIL document templates and checklists ''(see Fig. 2: [[Media:Itil-templates.jpg|ITIL templates]])'' available for you in this IT Process Wiki:</span>
We make samples of our ITIL document templates and checklists available for you in this IT Process Wiki:


&#8594; [[ITIL-Checklists#ITIL 2011 Templates|"The most sought-after ITIL 2011 templates"]].
&#8594; [[ITIL-Checklists#ITIL_Templates|"The most sought-after ITIL templates"]].
<br style="clear:both;"/>


<p>&nbsp;</p>
==Resources==


==Resources==
*[1] [[ITIL-Checklists|Detailed ITIL templates and checklists]]  for defining ITIL process outputs and inputs
*[1] [[ITIL-Checklists|Detailed ITIL templates and checklists]]  for defining ITIL process outputs and inputs
*[2] More on [[ITIL Implementation with Process Templates|ITIL implementation with process templates]]
*[2] More on [[ITIL Implementation with Process Templates|ITIL implementation with process templates]]
*[3] [https://en.it-processmaps.com/general/faq.html FAQ: ITIL reference processes]; IT Process Maps.
*[3] [https://en.it-processmaps.com/general/faq.html FAQ: ITIL reference processes]; IT Process Maps.
*[4] Structure and contents of an ITIL process model: [https://demo.it-processmaps.com/visio_en/itil-process-map.html Video: Introduction - ITIL Process Map]; IT Process Maps.
*[4] Structure and contents of an ITIL process model: [https://demo.it-processmaps.com/visio_en/itil-process-map.html Video: Introduction - ITIL Process Map]; IT Process Maps.
*[5] Business Process Model and Notation (BPMN) version 2.0 - Specification, as of January 2011: [http://www.omg.org/spec/BPMN/2.0/ www.omg.org/spec/BPMN/2.0] and  [http://bpmnhandbook.com/01_specs/BPMN_20_spec.pdf BPMN_20_spec.pdf]
*[5] Business Process Model and Notation (BPMN) version 2.0.2 - Specification, as of January 2014: [https://www.omg.org/spec/BPMN/ omg.org/spec/BPMN/] and [https://www.omg.org/spec/BPMN/2.0.2/PDF omg.org/spec/BPMN/2.0.2/PDF].
 
==Following project activity==


<p>&nbsp;</p>
&#8594; ITIL Implementation - Step 9: '''[[ITIL Implementation - Application Systems|Selection and Implementation of Application Systems]]'''


==Following Project Activity==
==Notes==


&#8594; ITIL Implementation - Step 9: '''[[ITIL Implementation - Application Systems|Selection and Implementation of Application Systems]]'''
<html>By:&#160;&#160;Andrea Kempter&#160;<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>&nbsp;</p>
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Latest revision as of 14:53, 5 April 2022

DE - ES - ITIL Process Design - Designing the ITIL Processesdiese Seite auf Deutschesta página en español
DE - ES - ITIL Process Design - Designing the ITIL Processes


Designing the ITIL Processes in Detail. ITIL implementation, step 8.
Infographic: Designing the ITIL processes in detail. - ITIL implementation, step 8.
Step 8: Designing the ITIL Processes in Detail

 

The 'Process design' step is about specifying in detail which activities need to be performed within each ITIL process.

 

Objectives

  • Detailed definition of the individual activities within the ITIL processes ("ITIL process flows")
  • Definition of guidelines/ checklists to support process execution
  • Detailed definition of the process outputs


Description

Typically, the process owners will be responsible for this task. All relevant parties should be involved, especially members of staff who will execute the processes, to ensure that their experiences and knowledge is taken into account when designing the processes.

ITIL process design
Fig. 1: Detailed Process Descriptions (ITIL process flows)

The process designs are usually documented in the form of flowchart diagrams. These should provide a clear idea of the required activities and their sequential order, without going into unnecessary detail. The diagrams will also specify the roles responsible for executing the activities.

The ITIL® Process Map supports this task with a complete set of flowcharts which can be adapted to the specific needs of particular organizations (see fig. 1: ITIL process flows).

To keep the process diagrams readable and focused, additional information to support the process execution should be attached to the flowchart diagrams in the form of linked checklists and document templates. An example would be a document containing detailed instructions for the registration and routing of incidents or service requests in 1st level support.

Prerequisites

Results/ Deliverables

  • Detailed process descriptions in the form of flowchart diagrams and activity chains
  • Possibly: Additional guidelines / checklists, instructions, etc.
  • Definitions of the process outputs

Success factors

  • 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.

Relevant Views of the ITIL Process Map

Being well prepared is essential at this point in order to avoid the risk of producing a large number of uncorrelated and oversized documents.

ITIL templates and checklists
Fig. 2: ITIL templates and checklists are used to enhance the ITIL process flows

This is why our method of "ITIL Implementation Using ITIL Process Templates" takes great care to set up a framework of process structure and interfaces during the initial 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.

The ITIL Process Map makes detailed process flows available for all ITIL processes (see fig. 1: ITIL process flows). These models fulfill the current requirements of ITIL.

Modifications will often be necessary to allow for special circumstances or preferences; these alterations are of course permitted, as long as the ITIL guiding ideas are followed.

 

Video: Adapting the ITIL Process Model to your Organization

Learn how to adapt the pre-configured ITIL best practice templates to the requirements of your organization:

Watch the video: "Using the ITIL Process Map" (10:02 min.)

As an addition to the detailed ITIL process flows, checklists/ document templates (see fig. 2: ITIL templates) are available within the ITIL Process Map, describing procedures or process outputs in detail where necessary.

We make samples of our ITIL document templates and checklists available for you in this IT Process Wiki:

"The most sought-after ITIL templates".

Resources

Following project activity

→ ITIL Implementation - Step 9: Selection and Implementation of Application Systems

Notes

By:  Andrea Kempter , IT Process Maps.

 

Objectives  › Description  › Prerequisites  › Results/ Deliverables  › Success Factors