ITIL Implementation - Process Design

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Step 8: Design the Processes in Detail

Determining the sequences of single activities within each process is bound to be relatively labour-intensive. This makes it very important to concentrate on the areas which really matter. Being well prepared is essential at this point in order to avoid the risk of producing a large number of uncorrelated and oversized documents. With this in mind, it is necessary to take great care to prepare a solid framework during the previous project steps, consisting of a process structure, process interfaces, and a set of quality criteria.

Objective of this Project Step

Detailed definition of the individual activities within the ITIL processes
Definition of guidelines/ checklists to support process execution
Detailed definition of the process outputs

Prerequisites

Structure of the Service Management processes to be introduced
Process overviews (process breakdown)
Interfaces of the ITIL processes to be introduced
Measurements (KPIs) for the processes to be introduced

Results/ Deliverables

Detailed process descriptions in the form of Event-Driven Process Chains (EPCs)
Guidelines/ checklists
Definitions of the process outputs

Description

The detailed activities within the individual processes are discussed with all relevant parties, in order to include into the design as much experience and knowledge as possible. The Process Owner is responsible for this task.

As a result, a consensus must be reached and documented in the form of an EPC. The framework 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.

Additional information to facilitate the process execution, describing procedures or deliverables in detail, can be added in the form of linked documents. 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.

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 Too much detail usually means that these documents are soon out of date, as they are too bulky to be an effective tool for the Process Owners.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.