The ITSM Process Design Guide Developing,

IT organizations increasingly recognize the need to design, redesign or reengineer, and improve their internal IT service management (ITSM) processes. While popular frameworks such as the IT Infrastructure Library (ITIL) Control Objectives for IT (COBIT), Microsoft Operations Framework (MOF), and the ISO/IEC 20000 standard describe what to do, they do not describe the mechanics of how to do it. The ITSM Process Design Guide closes the knowledge gap by providing detailed guidance on assessing, designing, measuring, and integrating ITSM processes. The advice and techniques in this book apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model.

Donna Knapp is a Certified Process Design Engineer (CPDE«) with over twenty five years experience in the IT industry. Donna holds multiple ITSM certifications including: ITIL ExpertÖ, ITIL« Service Manager, and various ITIL« Intermediate and Capability certifications. Donna was one of the first globally to achieve the ITIL ExpertÖ and Certified Process Design Engineer (CPDE)« certifications. She also holds the ISO/IEC 20000 Foundation and Consultants certifications, and the Microsoft« Operations Framework (MOF) Foundation certification. Donna serves as ITSM Academy's Curriculum Development Manager, sits on the ITIL« V3 International Examination Panel, and is the author of two college textbooks: A Guide to Service Desk Concepts, Third Edition, and A Guide to Customer Service Skills for the Service Desk Professional, Third Edition. She is also the author of the highly successful seminar Achieving High Customer Satisfaction: Customer Service Skills for the Service Desk Professional. Donna's background includes working as a practitioner, consultant, and trainer, and she brings to every engagement her practical experience and knowledge of ITSM topics. She is known as an entertaining, informative and sought-after speaker and seeks to promote the processes and best practices required to deliver high-quality customer support and IT services.

Acronyms	p. vii
Preface	p. ix
About the Author	p. xvii
Foreword	p. xix
Introduction	p. 1
The Changing Role of IT	p. 3
The Importance of IT Service Management Processes	p. 5
Using Process Frameworks and Standards	p. 6
IT Service Management Frameworks	p. 8
Complementary Frameworks	p. 11
IT Service Management Standard-ISO/IEC 20000	p. 11
The Value Chain and Its Effect on Processes	p. 15
Assessing Process Maturity	p. 17
Summary	p. 19
Discussion Topics	p. 19
Review Questions	p. 20
Defining and Analyzing Customer Requirements	p. 21
Gathering Requirements	p. 22
Surveying Customers	p. 22
Conducting a Needs Assessment	p. 23
Creating and Using Service Level Agreements	p. 27
Benchmarking	p. 28
Translating Customer Requirements	p. 28
Summary	p. 30
Discussion Topics	p. 31
Review Questions	p. 31
Quality Management Principles	p. 33
Quality Management Basics	p. 33
Total Quality Management	p. 34
Malcolm Baldrige National Quality Award	p. 35
Capability Maturity Model“ Integration	p. 37
Six Sigma	p. 38
Lean Six Sigma	p. 38
ISO 9000 and ISO 9001	p. 39
Process Design Considerations	p. 40
Developing Processes	p. 42
Reengineering Processes	p. 43
Improving Processes	p. 44
Summary	p. 46
Discussion Topics	p. 47
Review Questions	p. 47
Defining and Documenting Processes	p. 49
Distinguishing Policies, Processes, Procedures, and Plans	p. 51
Summary	p. 54
Discussion Topics	p. 54
Review Questions	p. 55
Assessing Process Maturity	p. 57
Getting Started	p. 58
Assessing Incident Management Maturity	p. 59
Level 1 (Initial): Characteristics	p. 60
Level 1 (Initial): Challenges and Transition Steps	p. 60
Level 2 (Repeatable): Characteristics	p. 62
Level 2 (Repeatable): Challenges and Transition Steps	p. 62
Level 3 (Defined): Characteristics	p. 64
Level 3 (Defined): Challenges and Transition Steps	p. 64
Level 4 (Managed): Characteristics	p. 66
Level 4 (Managed): Challenges and Transition Steps	p. 66
Level 5 (Optimizing): Characteristics	p. 69
Level 5 (Optimizing): Challenges and Transition Steps	p. 69
Summary	p. 71
Discussion Topics	p. 72
Review Questions	p. 72
Process Design and Improvement Steps	p. 73
Step 1: Determine Management's Vision and Level of Commitment	p. 75
Step 2: Establish a Project and Form a Project Team	p. 76
Step 3: Define the Process and Identify Customer Requirements	p. 82
Step 4: Document the "As Is" Process and Baseline Current Performance	p. 84
Step 5: Assess Conformance to Customer Requirements	p. 86
Step 6: Benchmark Current Performance	p. 87
Step 7: Design or Redesign Process	p. 88
Step 8: Solicit Feedback, Fine-tune, and Finalize the Design	p. 92
Step 9: Implement the New Process	p. 92
Step 10: Assess Performance and Continually Improve	p. 93
Summary	p. 93
Discussion Topics	p. 94
Review Questions	p. 94
Process Design and Improvement Tools and Techniques	p. 95
Process Maps	p. 95
High-level Integration Map	p. 96
Relationship Maps	p. 96
Cross-functional Map	p. 98
Flowcharts	p. 99
Seven Basic Tools of Quality	p. 102
Cause-and-Effect Diagrams	p. 102
Check Sheets	p. 103
Control Charts	p. 104
Histograms	p. 105
Pareto Charts	p. 107
Scatter Diagrams	p. 108
Miscellaneous Tools and Techniques	p. 109
Producing a Business Case	p. 109
Calculating Return on Investment	p. 111
Creating a RACI Matrix	p. 113
Summary	p. 115
Discussion Topics	p. 116
Review Questions	p. 116
Producing Meaningful Metrics	p. 117
Producing Meaningful Metrics: Common Practice	p. 119
Producing Meaningful Metrics: Best Practice	p. 120
Implementing a Metrics Program	p. 121
Using Metrics to Achieve Business and Process Improvement Goals	p. 122
Automatically Monitoring Metrics and Publishing Reports	p. 125
The Role of Service Level Management	p. 126
Keys to a Successful Metrics Program	p. 127
Summary	p. 130
Discussion Topics	p. 131
Review Questions	p. 131
Managing Organizational Change	p. 133
Change Preparation	p. 136
Step 1: Create a Vision and Promote Awareness	p. 136
Step 2: Identify and Empower Change Agents	p. 137
Step 3: Create a Communication Plan	p. 138
Motivation	p. 139
Step 4: Create an Incentive Plan	p. 140
Education and Training	p. 140
Step 5: Create an Education and Training Plan	p. 140
Summary	p. 143
Discussion Topics	p. 144
Review Questions	p. 144
IT Service Management Technologies	p. 147
Evaluating and Selecting Technologies	p. 148
Define Your Goals	p. 148
Define Your Technology Requirements	p. 149
Weight Your Technology Requirements	p. 150
Identify Candidate Vendors	p. 150
Evaluate the Candidates	p. 151
Evaluate the Finalists	p. 154
Make a Final Decision	p. 155
Planning and Managing a Successful Implementation	p. 156
Summary	p. 156
Discussion Topics	p. 157
Review Questions	p. 157
Sample Process Definition Document	p. 159
Sample Document Control Sheet	p. 183
Sample High-level Implementation Plan	p. 185
Sample Key Performance Indicators	p. 197
Sample Communication Plan	p. 201
Sample Training Plan	p. 203
Additional Sources of Information	p. 207
Glossary	p. 211
Index	p. 225
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The ITSM Process Design Guide Developing, Reengineering, and Improving IT Service Management

Summary

Author Biography

Table of Contents

Supplemental Materials