ITIL v3 Foundation Organizing IT Service Management Process Diagram Process ‘Owner [A process can be defined asa structured set of actnes designed to asomplish a specie objective. A Droceet tates one or more mis and tums tem into cefinad auputs, A process hides al of the "02a ‘esponsilies, ols and management cones feasted 1 reliably deliver outputs. A process may as ‘etne or rte polces, standards, gudeines, aces, processes. procedures and work insiuctons thay ae needed The diagram above shows the generic process diagram with Process Inputs onthe the process isan tho conor and tho Process Oulputs onthe night. Every procass requ Process Enables and is regulated by contol macnansr Focacn par tn gran, we an nt sae ypc omens: + Process Aeiies Process heres Procoss Ress Procoes Wen strats Process improvemonts +o precnes Poey Process Documentation Process Otjectves Process Peacock © copy 2007. Walia Rodd Pago 1-21Introduction Quint Process Enablers ae the process assois o procaes Rewourons Process Capabies Process control can be dened as: The actly of planing and regulating a process wth to objective of Pertorning process in an sfectne, efficent ana consent manner Proveses, once defines. should be ‘documented and centroid: once unde corto, fey canbe Yepeated an become manageable. Dogrees of ‘oniol over processes can be dofhed, and tnen process messuromant and matics cat be Du 10 the proces t contol and enprove the process 2¢iusated. ‘ne gone process elements show hat data ener the proces, fs prooessed soup a the outcome fs ressurd and reviewed A proces s aways organized around a set of ebjctves. Tha ain outs om the process shou! ba rven byt objectives an! shold always Include process measurements (Met), reper ana process sroroveicn Each process should be owned by @ process owner who Is responsite for te process is improvement land tor ensuring tet the pracase moot ts objectives. The ajecives of any IT process should be Geta’ Imassurbia tes and shoud be expressed in teins of business benef ara underpinning business ‘Strategy ana goals. The output produced by a process has to conor to operational noms hat are dened ‘rom business obestvos. I procs coafor Wo the set norm, the process can be consered effects (ocause can be repeated, maasurod ard managed) ihe actives ae caed ot wit a mnmum use of Tesources, he process fan also be Considered efelent Process analysis, Tsuls and retrcs shuld be Incorporated gular management reports and process mprovernents. Page 1-22 © conyat 2007, Qui Wellton RedanITIL v3 Foundation Organizing IT Ser Process Definition @ Management “A set of coordinated activities combining and implementing resources and capabilities in order to produce an outcome, which, directly or indirectly, creates value for an external customer or stakeholder.” A procoss i sot of coordinated actvties combining and imlemerting resources and capabilites In order tobpreduca an outcome, which, aecty or Invecy, rests value for an extemal customer of stakenolde. Processns thal provide Wansiomation Iowsrds 2 90a. nd ea feedback for saitranforsng ands fonecve acienfurcton as csedcop systems Hs inpcstat to consir the ante process how Ome process Ris into araor Process Owner: A process Owner 1 responsiie tr ensuring that their procass is being. performed acsarding othe agreed and cocumented precess and 's meeting the aims of te process dafbon. Ths ‘Docanentng and pubiczing the process Daring the Key Peranca Indlestrs (KPIs) to evaluate the eocveness and elon of the process Revising Pls and taking acton required following te analysis ‘Assisting wih and ule responsible forthe process Segn| Improving the effectiveness anc effency cf he process Reviewing sry proposed enhancement tthe process {+ Aasrossing any sues wt he running of te process ‘Ensuring a relevant sta nave the required traiing in the process ard are aware of he rlein the nares that the process, roles, responsitites and documentation are regulary reviwed anc ‘audted + Interlacing with tne management to ansur thatthe process receves te needed stat reso (ine managament and process owners have corpiomontary take: thay need to work together 1 fonsure-offdent and flac processes. Often i fe task of Ine management 10 onsite me required ining of sta)