Putting the PRO in PROcess Design - ITSM Academy Webinar


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From ITSM Academy's September 2008 Webinar

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Putting the PRO in PROcess Design - ITSM Academy Webinar

  1. 1. Putting the “Pro” in Process Design © ITSM Academy, 2008
  2. 2. About ITSM Academy Certified Woman Owned Business Accredited ITSM Education Provider ITIL® Foundation/Bridge, V3 Capability, V2 Practitioner, Service Manager / Bridge ISO/IEC 20000 Foundation and Advanced Process Design (CPDE) MOF Foundation Practical Workshops – Visible Ops Apollo 13, Implementing ITIL ® Ops, 13 PMI Global Registered Education Provider Public Training in Fort Lauderdale, Dallas, DC and NJ Corporate on-site classes C t it l Over 15,000 learners trained since 2003 2007 - Awarded Federal Government Schedule Contract (GSA) allowing ITSM Academy to become a premier provider of ITSM education to the US Government 2 © ITSM Academy
  3. 3. Putting the “Pro” in Process Design Process D i and I P Design d Improvement t Tips and Tricks © ITSM Academy, 2008
  4. 4. A process is a collection of interrelated work activities that take a set of specific inputs and produce a set of specific p p p p outputs that are of value to a customer Input Output Feedback Feedback Process Suppliers pp Customers Procedure Procedure P d Procedure IT service management (ITSM) is an integrated process approach that enables an IT organization to deliver services 2008 meet business and customer requirements © ITSM Academy, that 4
  5. 5. Why Processes are Important The consistent use of processes enables IT to Align its efforts with business goals Ensure compliance with applicable regulatory controls Efficient and effective processes lead to Customer satisfaction Employee satisfaction Both customers and IT staff know what needs to be done and how things need to be done Today’s business leaders expect IT to make the difference rather than deliver generic IT solutions i l ti ~ Gartner 2008 © ITSM Academy, 2008 5
  6. 6. Top Down Approach © ITSM Academy, 2008 6
  7. 7. Service Management Frameworks and Standards O i ti ft i t Organizations often integrate guidance from t id f multiple frameworks and standards as a part of governance © ITSM Academy, 2008 7
  8. 8. Process Design Considerations Processes must be Processes may be Defined Developed Documented Redesigned Managed via Improved performance metrics Continually improved © ITSM Academy, 2008 8
  9. 9. Process Design & Improvement Maturity Requirements Assessments Definition e to & Metrics Document Continual Requirements Process Definition Improvement Process Process Design & Analysis Implementation Process Gap Analysis Definition Report Document © ITSM Academy, 2008 9
  10. 10. Organizational Change Management (OCM) Organizational Change Management (OCM) is the process of preparing, motivating and equipping preparing people to meet new business challenges New processes will OCM must require stakeholders to Explain why the change Assume new is needed responsibilities Encourage support Learn new skills Help people understand Adopt new behaviors how to change Provide education and training © ITSM Academy, 2008 10
  11. 11. Lessons Learned Senior management commitment is essential Designate and educate process owners Manage a process design and improvement effort as a project Manage process design and improvement projects as a program j t Communicate, communicate, communicate Through leadership and actions, top/executive management shall provide evidence of its commitment ISO/IEC 20000 © ITSM Academy, 2008 11
  12. 12. Process Design Tips and Tricks 1. Understand what a process is and why processes are important 2. Steal shamelessly from existing frameworks and standards 3. Become an expert in process design and improvement i t 4. Become an organizational change management champion 5. Learn from your mistakes and the mistakes of others © ITSM Academy, 2008 12
  13. 13. Certified Process Design Engineer (CPDE) (CPDE)™ Understands an organization’s IT service management capabilities, capabilities level of maturity and improvement opportunities Understands and promotes the use of relevant best practice frameworks and standards Serves as subject matter expert on matters involving p process design and improvement g p Coordinates and facilitates process design and improvement activities using proven tools and techniques Leads ti l L d continual process improvement, quality i t lit management and organizational change management activities and serves as change champion © ITSM Academy, 2008 13
  14. 14. Want to Learn More? Now available ITIL® V3 Foundation / Bridge ITIL ® V3 Capability – RCV & OSA ITIL® V3 Service Manager Bridge ITIL® V3 Books ISO/IEC 20000 (ISO 20K) Foundation Certified Process Design Engineer (CPDE)TM MOF 4.0 Foundation Coming soon More V3 Capability, Lifecycle, Managing A M i Across th Lifecycle the Lif l ISO 20K Professional Level Modules 14 © ITSM Academy
  15. 15. ITSM Academy Partners © ITSM Academy, 2008 15
  16. 16. Questions and Answers Thank you for attending ITSM Academy, Inc. info@itsmacademy.com www.itsmacademy.com 1. 888. 872. ITSM (4876) © ITSM Academy, 2008 16