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 – 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…

ITSM 101 – Getting the ITSM Gears Turning

  Managing an ITSM implementation or improvement program can be a complex journey. Not all Process Owners have well rounded backgrounds and expertise in ITSM nor implementation of multiple ITSM processes and functions. Many do not understand exactly what activities to complete, what artifacts to create, what order to complete the implementations, how to create and maintain useful operational information, how to govern the process, manage process change, and especially…