A process is defined as a co-ordinated step of activities that executed in sequence would deliver output or outcome that brings value to the customer. The 4 characteristics to a process are
- Respond to a trigger
- Primary Stakeholders are happy and satisfied
- Delivers specific results
- Measurable
A process gets activated by responding to a trigger. Let’s say there’s a problem with a printer and you are unable to print. This is an incident and this triggers you to log a ticket either by logging onto your portal or picking up a phone and informing the Service Desk.
Every process needs to be customized to the requirement of the customer. So when this is done, the customers expectations are met and the primary stakeholders are happy and satisfied.
A process exist to deliver a specific result that is identifiable and countable. For example one needs to keep track as to how many led to incidents through lapse in Security. These incidents needs to be identified, counted and tracked.
Every process needs to be measured to ascertain whether value being delivered or not. Critical Success Factors (CSFs ) and Key Performance Indicators (KPIs) needs to be defined. All process needs to follow the Process Model to ensure that the process is Effective (meeting the norms) and Efficient (less resources). ITIL is very clear when it states that if any process is not measured, than that process is an overhead and should be removed.
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 Institute