Thoughts on People and Process

The “Agile Manifesto” states that “We value Individuals and Interactions over processes and tools”.  What? Some have taken that statement and interpreted it to mean that when it comes to design and development … “No Process” is required!  In fact if we look further in the manifesto we see clearly that the value of process and tools is indeed recognized.  The manifesto is trying to impart the importance of people and interactions.  If we have a brilliant process that is defined and documented and yet drop the ball when it comes to people and interaction we will surely miss the mark every time.  Therefore, while there is value in process and in tools service providers must value the people and interaction with them more.

In her book titled “The ITSM Process Design Guide” Donna Knapp stresses the importance of “Just Enough Process”.  When designing ITSM processes such as Service Level Mgmt, Change Mgmt, Incident Mgmt and others, service providers could miss the mark and over design the process.  An over designed process more often than not could create more bureaucracy, ambiguity, and frustration than it could ever deliver business value. 
This ITSM process design guide is used as a source document in training for those practitioners who want to acquire a “Certified Process Design Engineer” certification.  In addition to understanding how to design, re-engineer, or improve processes, there is a section that supports this same idea that we see in the Agile Manifesto.  In order for a process to ensure valued outcomes the “people” aspect and the management of organizational change are essential.

“A key to successful organizational change is proactively planning for the change and the inevitable emotional responses that the change will evoke. Successful organizational change takes time and effort and must occur with people and for people, and not to people.”

For more information on:
  1. How to design, re-engineer, or improve processes with just enough process while valuing people and interaction
  2. How to become a “Certified Process Design Engineer”
  3. And… how to gain 38 PDU’s 

For more information on people and processes: 


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