ITIL Implementation - Process Interfaces: Difference between revisions

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


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.
[[image:Thumb-glossary-itil.jpg|frame|right|alt=ITIL interfaces - ITIL data objects|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 [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.
 
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.
 
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.


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


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


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


==== Results/ Deliverables ====
==== Results/ Deliverables ====
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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 IT Service Management processes
** with other ITIL processes
** with the other processes within the IT organization and beyond it
** with customers and suppliers
[[image:interface_diagram.jpg|frame|left|Interface Diagram]]
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==== Description ====
==== Success Factors ====


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.
* 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 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]].
* 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.


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


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


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.
* <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>


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


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.
'''Following Process Activity''':


==== Success Factors ====
&#8594; ITIL Implementation - Step 7: '''[[ITIL Implementation - Process Controlling|Establishing Process Control]]'''
 
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* 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 ====
<!-- This page is assigned to the following categories: -->
''Step 7:'' '''''[[ITIL Implementation - Process Controlling|Establish Process Controlling]]'''''
[[Category:ITIL V3]][[Category:ITIL implementation]]
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Revision as of 12:42, 27 July 2011

<seo metakeywords="itil process interfaces, itil interfaces" metadescription="The ITIL Process Map V3 applies a rigorous approach to the definition of interfaces: Information objects may be picked from a central ITIL glossary ..." />

DE - ES - ITIL Process Interfaces - ITIL Interfacesdiese Seite auf Deutschesta página en español
DE - ES - ITIL Process Interfaces - ITIL Interfaces


Step 6: Definition of ITIL Process Interfaces


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.

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.

ITIL interfaces - ITIL data objects
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 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.

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.

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.

Objective of this Project Step

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

Prerequisites

Results/ Deliverables

  • Interfaces of the ITIL processes to be introduced:
    • with each other
    • with other ITIL processes
    • with customers and suppliers

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 V3

ITIL interfaces
Figure 2: Detailed process interfaces

The ITIL Process Map V3 contains two types of models which, in combination with each other, are used for the definition of the process interfaces:

  • Process overviews (see 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)


Following Process Activity:

→ ITIL Implementation - Step 7: Establishing Process Control

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