ITIL Implementation - Process Structure

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Step 5: Definition of the To-Be Process Structure

Following the analysis of the initial situation, it can be decided in more detail where the ITIL project will put its focus. In other words, a decision needs to be taken as to which Service Management processes are to be introduced, resulting in an overview and breakdown of the processes.

The to-be process structure does not contain detailed process descriptions - these are developed at a later stage, after establishing a framework of process controlling and process interfaces.

Objective of this Project Step

• Determination of the Service Management processes which are to be introduced
• Breakdown of processes into sub-processes

Prerequisites

• Results of the ITIL assessment
• Project objectives („What is to be achieved by the alignment of the IT organisation with ITIL principles?”).

Results/ Deliverables

• Structure of the Service Management processes to be introduced
• Process overviews (process breakdown)

Selection of Relevant ITIL Processes from the Reference Process Structure

Description

The Processes to be introduced often result in a direct way from the project objectives: If the project serves the objective of enhancing user support and dealing more professionally with the elimination of repeatedly occurring interruptions, then the ITIL discipline „Service Desk and Incident Management“ is to be established or improved, ideally in combination with „Problem Management“ and „Configuration Management“. The Service Management project would therefore set its focus on these three processes.

Additional considerations are, however, in place in some cases:

If the objective is to introduce pro­per change management, in order to rule out unauthorised alterations to the IT infrastructure and better avoid side-effects caused by changes, then the focus will be on the Change Management process.

In order for any Change Management to function effectively, the availability of reliable data on the IT infrastructure (Configuration Items and their interrelations) is an important prerequisite. This calls for a well-functioning Configuration Management, so any project aiming at improving Change Management must also include in its scope the Configuration Management process.

Success Factors

• The aim of this project step is to choose the ITIL processes and sub-processes; this will also further detail the project scope
• Details of the process interfaces will be the subject of the following project steps

Following Process Activity

Step 6: Definition of the Process Interfaces