I recently heard an ITSM manager state… “The engineers think
that it is the process that is slowing us down” then he went on to say “Of
course we here all understand that the process is intended to slow us
down”! I was waiting for others in the
group to comment and no one mentioned a word.
WHAT?! Is that really ever the intention or the
purpose of a process?
What a process is – or should be
A process is a set of activities with predefined inputs and
outputs which are intended to meet the needs of the business and stakeholders! A process has clearly defined roles,
responsibilities, and workflow. When was the last time you heard a business
representative say could you design a process to slow things down? In reality we need to look at how we can
design processes or activities within the organization to increase quality and
speed! The real challenge is how do we
do that? How can we get just enough
process and control for consistency, automation, and speed and yet do this at
the least amount of cost? The problem
implies that it is not a matter of whether or not we need process. Efficiency won’t result from chaos. The process should not be a road block in the
velocity required to strategize, design and deliver service but rather the tool
that expedites it.
Designing, implementing and improving service management
processes requires skill and knowledge for:
- Utilizing available service management and quality
frameworks and standards
- Determining customer requirements
- Evaluating the maturity of existing processes
- Using proven methods to design (or redesign) processes
- Using best practices to implement and improve processes
- Measuring and marketing the benefits of process
improvements
- Overcoming resistance to organizational
change
- Using technology to increase efficiency and
effectiveness (Automation)
To learn more about process design and the Certified Process Design Engineer (CPDE) course, visit http://www.itsmacademy.com/-strse-111/ITIL-process-training/Detail.bok
We need to define activities to retain order, to work fast,
and to deliver quality. We don’t need to
process things to death but rather design and control just enough process to
ensure quality while meeting requirements for time and budget!
Watch for future blogs and details for attaining process
maturity!
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