Process Maturity Requires - People, Process, and Technology… Let’s talk Process!

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

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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