More Related Content Similar to ITSM Academy Webinar Leveraging Process Design (20) More from ITSM Academy, Inc. (20) ITSM Academy Webinar Leveraging Process Design1. Welcome!
Leveraging CPDE: True Results, True Value
© ITSM Academy
2. About ITSM Academy
Accredited Education Since 2003 - Tens of Thousands
Certified Process Design Engineer (CPDE) Trained and Certified
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And more! Certified Woman-Owned
ITIL® is a Registered Trade Mark of the Cabinet Office.
© ITSM Academy 2
Welcome!
3. Disclaimers and Credits
The views expressed in this webinar are those of the author and
do not necessarily reflect the official policy or position of the
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Department of the Navy, Department of Defense, nor the U.S.
Government.
Certified Process Design Engineer(CPDE) – Loyalist Certification
Services (LCS)
The ITSM Process Design Guide – Donna Knapp, CPDE, ITIL
Expert
ITSM Academy Team – Michael Cardinal
© ITSM Academy 3
4. Introduction
NAVMISSA
Program Management Office
Why this webinar
Search for the answer
Pivotal maturity step
From the trenches
Results driven – process development
© ITSM Academy 4
5. History
New organization
NAVMISSA PMO initially focused on developing project management
processes
Lack of a standardized development process resulted in process
development that was
was:
Resource intensive: 3,344 man-hours
Time consuming: 3-4 month development window
Costly: $250,847
Lacking customer requirements: PMO driven processes
Deeply rooted culture
© ITSM Academy 5
6. Problems
Processes that were not adopted by the organization
Inability to meet organizational demand
Lack of confidence in PMO’s ability to meet the needs of the
organization
Poor quality processes
Lack of organizational:
Id tit
Identity
Purpose
Function
Value
Inability to mature: “Initial” level of maturity
© ITSM Academy 6
7. Implementing CPDE – An Eye Opening
CPDE – A process development methodology
Agnostic - Meant for IT Service Management fundamentally for process
Management,
Holistic – Encompasses the life of a process
Outcomes based
4 phase,10 step methodology, specific deliverables
Provided the skeleton
Continual Requirements
Process Definition
Improvement
Process Design
and Process Analysis
y
Implementation
Four phases of ITSM Process Design
© ITSM Academy 7
8. Implementing CPDE - The PDP
Giving the skeleton a soul – The Process to Develop Process (PDP)
Methodology into practice
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Organization specific
Used The ITSM Process Design Guide
The Process to Develop Process
7 Phase, 31 Activity Process
Standardized all process development
documents
Continual
Process
Improvement
Requirements
Definition Standardized all communications
Established PITs
Process Design
Established common language
and Process Analysis
Implementation Established roles
Established metrics
Outcomes based/requirements driven
© ITSM Academy 8
9. Implementing PDP - Requirements Definition
Establishes the process project and its scope while identifying the
stakeholders, process definition and customer requirements
Output: Requirements Definition Document (RDD)
Initiate Plan Define
• ID • RASCI • Define
Stakeholders • PIT Process
• Charter • POAM • Gather
Requirements
Charter signed= POAM signed=
Management commitment and Project plan
resources
© ITSM Academy 9
10. Implementing PDP – Process Analysis
A series of PIT Team meetings that document current state,
identify problems/pain points, best practices, regulatory
points practices
requirements, benchmarking, etc.
Led by Process Developer (Facilitator)
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What works best
for us!
© ITSM Academy 10
11. Implementing PDP – Design
Design the required process and tools to achieve the desired
outcomes using design workshops
Facilitation is an art
Design Process Develop PDD Requirements
Verification
• Process • Process • PIT and
Design Developer Management
Workshops Authors
© ITSM Academy 11
12. Implementing PDP - Pilot
Pilot the designed process with draft PDD and associated
process tools
Pilot Resources Conduct Pilot Determine Pilot
Success
• From the • Variety of • Document
trenches methods pilot findings
© ITSM Academy 12
13. Implementing PDP - Release
Final updates are made to the PDD and then routed for
approval by the PIT and then management before released
released.
Update PDD Approve PDD Release
• Updates from • PIT Approve • Release Prep
pilot • Management • Storage
Approve • Communicate
© ITSM Academy 13
15. Process Development Process Pilot
12 Project management processes
Cost, Schedule, Scope
Conducted 2 developer lessons learned sessions
Measured cycle times and assessed quality at each
phase
Held PIT lessons learned sessions
© ITSM Academy 15
16. CPDE/PDP in Place – Real Results
Development Time - Days
p y Man Hours
Development
Man-Hours
Time - Days
Pre CPDE 162 Pre CPDE 3344
Post CPDE
P t 65 Post
P CPDE 259
0 100 200 0 2000 4000
Results
59 9% reduction in development time
59.9% d d l
92.3% reduction in man-hours
Cost avoidance per process $231,323
© ITSM Academy 16
17. CPDE/PDP in Place – Real Value
Organizational maturity and acceptance
St d d for ALL processes
Standard f
12 Project Management Processes
3 Service Management Processes
Incident, Change and Service Level
5 Business Processes
Employee Hiring, Employee Check-In, COOP, LSS Project and Governance
3 process developers trained
© ITSM Academy 17
18. Lessons Learned
Policy
E
Executive support
ti t
Takes time to change culture
© ITSM Academy 18
19. Visible OPS
Certified Process
Design Engineer (CPDE) ITIL SOA
ITIL at the Service Desk
ITIL PPO
Defining Your
Service Catalog ITIL RCV
ITIL Service Strategy ITIL Managing Across ITIL OSA
the Lifecycle (MALC)
ITIL Service Design
Service Strategy
ITIL Service Transition Overview
ITIL Service Operation Service Transition
Overview
ITIL Continual
Service Improvement Service Operation
Overview
ITIL
ITSM Roles
Foundation
and Responsibilities
ISO/IEC 20000
Foundation
ISO/IEC 20000
Apollo 13 Simulation Foundation Bridge
MOF
Foundation
Customer Service
ITIL Executive Overview
Excellence
ITIL Overview
Building Blocks of
Process Design ISO/IEC 20000 Overview
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Grey boxes represent non-certification courses including workshops and simulations.