Process Evaluation

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ITIL Process Evaluation

ITIL Process Evaluation aims 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 Architect

 

Process: ITIL Process Evaluation

ITIL 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.

The following sub-processes are part of ITIL Process Evaluation:

Sub-Processes

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 (see Process Evaluation Report).

Process Audit

Process Objective: To perform process audits in order to certify compliance of the processes with certain standards or regulatory requirements.

Process Control and Review

Process Objective: To submit processes to regular reviews, and to identify process weaknesses which should be addressed by process improvement initiatives.

 

ITIL Terms: Process Evaluation

Change Request to Process Architecture

A request to change or extend the Process Architecture, usually issued from the Service Design process when the introduction or modification of a service is not possible within the constraints of the existing process framework.

KPI Target Value

The to-be value of a Key Performance Indicator (KPI). It is the responsibility of the Process Owners to manage and optimize processes so that KPI targets are achieved.

Process Architecture

An overview of all processes and process interfaces, used as a tool to make sure that all processes within an organization cooperate in a seamless way. The Process Architecture is part the Enterprise Architecture.

Process Assessment Guideline

A guideline describing the four most-often used approaches to evaluate the underlying service management processes: Process Maturity Assessments, Benchmarks, Audits and Process Reviews.

Process Design

The description of a process including its inputs and outputs, activities, and responsibilities. Process Designs are under the control of Process Management.

Process Evaluation Report

The results from a Process Maturity Assessment, Benchmarking, Audit, or Process Review, including identified shortcomings and areas which must be addressed by improvement initiatives.

Process Metric (KPI)

Process Metrics (Key Performance Indicators – KPIs) define what is to be measured and reported to help manage a process.

Seven-Step Improvement Guideline

The Seven-Step Improvement Method is presented in the ITIL V3 books as the Seven-step Improvement Process. Rather than a process it is in fact the description of a methodology which can be universally applied to identify shortcomings in services and processes and to implement improvements.

Suggested Process Improvement

Suggestions for improving Service Management processes, handed over to the Continual Service Improvement process. Suggestions for process improvements may originate from anywhere within the IT organization.

 

Additional Information

ITIL KPIs

• Key Performance Indicators (KPIs) Process Evaluation

ITIL Roles

Process Architect - Process Owner

The Process Architect is responsible for maintaining the Process Architecture (part of the Enterprise Architecture), coordinating all changes to processes and making sure that all processes cooperate in a seamless way.

This role often also supports all parties involved in managing and improving processes, in particular the Process Owners. Some organizations combine this role with the Enterprise Architect role.

Process Owner

A role responsible for ensuring that a process is fit for purpose. The Process Owner’s responsibilities include sponsorship, design, and continual improvement of the process and its metrics.

In larger organizations there might be separate Process Owner and Process Manager roles, where the Process Manager has responsibility for the operational management of a process.

 

Downloads

Overview ITIL Process Evaluation

Use the following links to open the process overview of Process Evaluation showing the most important interfaces: ITIL Process Evaluation (.JPG) ITIL Process Evaluation (.PDF)

ITIL Process Evaluation at a glance