As the figure depicts, there are 3 elements-Process Control, Process, Enablers.
A process gets activated by responding to a trigger and requires certain Inputs and which when processed, deliver Outputs that meets the business requirements. Reports would be made available to relevant stakeholders after agreeing to the format and frequency.
Process Control-The Process Owner is responsible to design, document and implement process as per the Process Policy set by the business. The process owner brings in improvement to the process so that it’s delivered effectively and efficiently. All process needs to be Documented. A document would normally contain Process Owner name, Reviewer’s name, a log of changes to process, Purpose & Objective of Process, Process value, Sequence of activities of the process that would have a flow chart and a brief writeup of the process, Critical Success Factors (CSF) and Key Performance Indicators (KPIs), Roles & Responsibilities clearly defined, the Risks, Challenges and interdependencies with other processes
Every process should have the Objectives- meaning what should the process achieve? For example the objective of a Change Management Process would be to carry out the changes in a controlled manner so that the business value is delivered.
Process- Activities relate to the sequence in which the activity needs to be executed. In an Incident Management Process, the activities would include log incidents, Categorize, Prioritize, Initial Diagnosis, Escalation, Investigation & Diagnosis, close the incident. The Procedure would include as to how the incident needs to be reported. Either the user calls the Service Desk on phone and let Service Desk log an Incident or incident is logged by the user through the portal. There could be several ways to log an incident. Work Instructions are detailed write up of Procedure. Every Process should have Process Metrics to measure the performance of the process by establishing CSFs and KPIs. This would bring to light the areas that may require Process Improvement.
Enablers- include Resources & Capabilities. For writeup on this click here.
My next article will be on Process and characteristics.
Until next time…
Cheers
KG Parameswaran (Param) – ITIL Expert, PMP,PRINCE2 & DevOps is a founder of Career4Sure Training Organization and also as freelance trainer and consultant with leading training organizations and have been delivering programs for major corporates. Param can be contacted on paramkg@career4sure.in
ITIL® and PRINCE2 is registered trademark of The AXELOS Limited; UK; PMP is a registered trademark of Project Management Institute, USA;DevOps is a registered trademark with DevOps Instititue