ITSM Assessments - Process Design and Verification
In this continuing series on ITSM Assessments, this article will focus on the Process Design and Verification step of the ITIL Journey. Process Design and Verification is comprised of the following activities and sub-activities:
- Project Planning - Project Initiation and Detailed Project Planning
- Process Design - Process Flow Diagrams, Roles and Responsibilities, Work Instructions and Procedures
- Requirements Definition - statement of Business, Functional and Technical Requirements
As part of Project Planning, Project Initiation includes:
- Identify Project Sponsor, Steering Committee and key stakeholders
- Review and define the ITSM vision, objectives and strategy
- Establish high-level benefits and define critical success factors
- Review and define the current and desired end state
Detailed Project Planning includes the following:
- Prepare the Project Charter documenting goals, objectives, scope and budget
- Create the Project Schedule identifying resources and milestones
- Build the Risk, Contingency and Communication Plans
- Create the Test Strategy, Master Test Plan and Test Schedule
As part of Process Design, there are several best practices and activities:
- Hit the ground running with existing process documentation and/or best practice ’straw man’ process documents
- Revise process flow diagrams based on your organization’s specific needs and requirements
- Create Process Guides at the appropriate level of detail for your organization with process definitions and examples, process policies, roles and responsibilities (RACI Matrix), and swim lane work flow diagrams
- Review and validate Process Guides with owner, stakeholder group and steering committee
- Identify process training needs, such as who requires training, build the training materials and deliver the training
- Collect and review feedback from process training and revise process documentation as required
Requirements Definition, which includes the Business, Functional and Technical Requirements, is outlined below:
- Define the process-enabling application requirements based on the documented process and technical environment
- Identify and capture detailed requirements in a Statement of Requirements (SOR) document
- Review and validate the SOR with the process owner, project team and key stakeholders
- Define how to proceed with the technology solution in consultation with the project sponsor and steering committee
- Establish a technology evaluation team and proceed with a defined selection method
In order for any ITSM Assessment initiative to be successful, there are several critical success factors:
- Active, visible executive leadership and sponsorship
- Steering Committee must be established to provide overall project governance, direction and guidance
- Process Owners for in scope processes must be identified and put in place early - in the Project Initiation phase - and they must be empowered to make strategic decisions around process design
- Take an iterative approach to the project with an early focus on ‘quick wins’ to build momentum
- Recognize that ITSM Programs are a journey rather than a destination
