ITIL Implementation - Process Interfaces: Difference between revisions
No edit summary |
No edit summary |
||
| Line 35: | Line 35: | ||
<br style="clear:both;"/> | <br style="clear:both;"/> | ||
[[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. | [[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.]]]] | ||
{| | {| | ||
| Line 51: | Line 51: | ||
*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;"/> | ||
| Line 65: | Line 64: | ||
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 | 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. | ||
| Line 76: | Line 75: | ||
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. | ||
==Prerequisites== | ==Prerequisites== | ||
| Line 83: | Line 80: | ||
*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 | ||
==Results/ Deliverables== | ==Results/ Deliverables== | ||
| Line 92: | Line 87: | ||
**with other service management processes | **with other service management processes | ||
**with customer and supplier processes | **with customer and supplier processes | ||
==Success factors== | ==Success factors== | ||
| Line 100: | Line 93: | ||
*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. | ||
==Relevant views of the ITIL Process Map== | ==Relevant views of the ITIL Process Map== | ||
| Line 108: | Line 99: | ||
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 [[ | *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;"/> | ||
| Line 119: | Line 109: | ||
*[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)] | ||
==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]]''' | ||
==Notes== | ==Notes== | ||
<html>By:  Andrea Kempter <a rel="author" href="https:// | <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> | ||
| Line 169: | Line 155: | ||
<meta itemprop="alternativeHeadline" content="Step 5: Definition of ITIL process interfaces" /> | <meta itemprop="alternativeHeadline" content="Step 5: Definition of ITIL process interfaces" /> | ||
<link itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/9/9a/Thumb-glossary-itil.jpg" title="Defining ITIL Interfaces" /> | <link itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/9/9a/Thumb-glossary-itil.jpg" title="Defining ITIL Interfaces" /> | ||
<link itemprop="author" href="https:// | <link itemprop="author" href="https://www.linkedin.com/in/andreakempter" /> | ||
<meta itemprop="author" content="Andrea Kempter" /> | <meta itemprop="author" content="Andrea Kempter" /> | ||
<meta itemprop="creator copyrightHolder publisher" content="IT Process Maps" /> | <meta itemprop="creator copyrightHolder publisher" content="IT Process Maps" /> | ||
Revision as of 17:58, 29 March 2019
| Step 6: Definition of ITIL Process Interfaces |
This step determines which inputs each ITIL process receives from other processes, and which outputs it must produce so that subsequent processes are able to function.
Objectives
- Definition of the interfaces for all ITIL processes which are to be introduced
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.
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.
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 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: 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.
For example, an Information Security Management process could not yet be explicitly defined, but the Service Desk still requires inputs from Security Management, like e.g. 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.
The generic directory offers a structured framework for the definition of process links even if, initially, only a sub-set of the ITIL processes is defined in detail.
Additional ITIL processes can thus be plugged into the process model at a later point in time as needed.
Prerequisites
- Structure of the ITIL processes to be introduced
- ITIL information objects (ITIL glossary terms) as inputs and outputs
Results/ Deliverables
- Interfaces of the ITIL processes to be introduced:
- with each other
- with other service management processes
- with customer and supplier processes
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 structured, showing details only when required. This calls for overview diagrams showing the big picture and separate detailed interface diagrams for each process.
Relevant views of the ITIL Process Map
The 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 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 figure 2)
Resources
- [1] To-be process structure: Generic ITIL process structure (.pdf)
- [2] ITIL inputs and outputs: ITIL information objects (ITIL glossary terms)
- [3] Index of Data Objects - Example (.pdf)
Following project activity
→ ITIL Implementation - Step 7: Establishing Process Control
Notes
By: Andrea Kempter 
, IT Process Maps.
Objectives › Description › Prerequisites › Results/ Deliverables › Success Factors
