ITSM Process Governance – Process Risk Self-Assessment

Process Risk Self-Assessment (PRSA) is about performing an examination of potential process risks and then ensuring controls are written and tested in order to mitigate those risks until they can be remediated. Many larger corporations have a Risk Management, CISO (Chief Information Security Office), Compliance, or Internal Audit Office. These organizations regularly audit and provide oversight for ITSM processes. Commonly, these organizations have access to lists of industry standard risks…

ITSM Process Governance – Service Reviews

Service Reviews are where all the other work in Process Level Governance converges and is shared with Core Stakeholders at regularly scheduled review meetings. A Core Stakeholder is an individual within your business at a Manager and above level who has decision making authority and represents a large number of partitioning Service Delivery Groups or Partners. A Service Deliver Group is an internal group of process practitioners. A Service Delivery…

ITSM Process Governance – Operational Excellence / Production Effectiveness

Process Owners design processes to accomplish the mission of managing information technology in order to support the IT Customer. Many times these processes include the capture of information from multiple support areas, and a record created which can be assigned to one or more support areas providing service. Data is captured within the record during its lifecycle to facilitate process completion, reporting, compliance, downstream processes, and process improvement. For the…

ITSM Process Governance – Change & Release Management

In particle physics we have discovered that particles are constantly in motion. Everything around us is in a constant state of change, and in reality at the quantum level, physical things (like us) are not really here in terms of a constant state. The particles are “generally” here (more likely to be in the present reality), and thus we have seemingly solid physical things we may interact with. Nature implements…

ITSM Process Governance – Operational Pipeline Monitoring

Anyone who has implemented an ITSM process knows that one benefits greatly by creating a well-defined and documented process activity flow. The flow describes each role and the activities each role executes as process practitioners. The process activity flow describes each activity associated with the process from start to finish, as well as the flow of records through the various stages and states of their lifecycle until closed. The process…

ITSM Process Governance

Whenever I implement an ITSM process or function, the team and I also define and implement process governance. Process governance is the “perpetual motion” engine of process design. Process governance is conducted by the process owning team. It ensures the process: can self-govern, remains audit review ready at any time, provides true value to its core stakeholders, improves over time, and can effectively contribute to the higher-level ITSM initiative. Each ITSM…