Process Workflows & Sub Processes

General discussion on all aspects of the IT Infrastructure Library (ITIL)
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bjblackmore
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Mon Sep 29, 2014 5:14 pm

Hi,

ITIL newbie here.

The company that I work for has just deiced to outsource our IT infrastucture & help/service desk. To facilitate this, the remaining IT staff have been asked to work on detailing the processes & workflows, using ITIL. However ITIL is not something that we've been trained on (although we've been told we will be). We've had some guidance from the outsource company as to what they need, but I could do with a little help on some areas.

For example, we could do with the standard ITIL workflows, as swimlane diagrams, for each process, Event, Incident, Problem, Change, Access & Request Management.

We've also been asked to list all of the sub processes for each process, that we use i.e. Event = Backup, job scheduling etc. However I couldn't find anywhere that has a comprehensive list of what sub processes exist, for us to check again.

If anyone has an example/generic workflows for each of the processes, and any lists or details on the sub processes, I'd really appreciate a look!

Many thanks

Ben


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UKVIKING
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Tue Sep 30, 2014 3:58 am

Ben,

you are going about it the wrong way.

Document YOUR processes - to hell with ITIL / IT SM process / workflow

Start with the fault tickets ( incident) - who raises, where do they go, who resolves, who escalates

Do the same for requests
Do the same for changes
Do the same for any asset register (Configuration mgmt.)

...

You are more than likely shocked by my to hell with itil comment

ITIL is nothing more than advice on how to do IT Service Management.

You are more than likely following the basic concepts w/o ever having read ITIL - that is because it is advice and guidance

also

pick up either the 5 books or just go to the official web site or get a book on the foundation exam

Do that AFTER you document your processes.

Then compare
John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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bjblackmore
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Tue Sep 30, 2014 5:32 am

Hi John,

Thanks for the reply.

We have our processes documented, to a certain degree, in either SOPs (standard operating procedures), or WI's (Working Instructions). However, the outsource company want to take these and import them into a new service desk tool, called Service Now. However they all need to be aligned against their ITIL processes, which apparently service now uses as workflows.

So, for example, we have 17 sites. Most use their own SOPs for assigning access to resources (shared drives, sharepoint etc). We need to take the site SOPs, turn them into a global SOP (GSOP), then align it with the generic ITIL process for a service request (assuming requesting access is a SR process!). I guess it woud be impossible for the outsource company to work from 17 different local SOPs, or even know which to use, when someone raises a ticket for access. Once we've detailed the GSOP, it will be aligned to the generic ITIL service request management process in Service Now, so they can build the workflows.

They will also be responsible for checking our backups, so again, there are probably 17 different SOPs for checking local backups. We need to make them a GSOP, so the process of checking the backups is standardised, so the GSOP won't specifiy the server name, or backup job to check, that's too specific, however it will detail the process for logging on, what to record (success/failure, date, signature etc), where to store those records, and in what format. Again this GSOP/Backup Process should align to the generic ITIL process for Event Management. Again it will be imported into Service Now, so the process can be followed by whoever will eventually check the backups, whether that's an onsite outsourced employee, or a remote outsourced employee sitting in an office in Indian.

At least, this is what we've been request to do by the outsource company.

Thanks

Ben
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UKVIKING
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Tue Sep 30, 2014 6:41 am

Ben,

You need to define your processes as true processes - workflow - based.

ServiceNow is a very good IT SM tool
{we are evaluating it}

The processes come out as standard ITIL oriented processes; however, the various processes can be modified to reflect the actual work on the ground - so to speak

So, if the tool is going to be a global tool for all the sites, then the individual SOPs and WI must be in line process wise

For example
Incident Management is a very straight forward process

here are the processes - grabbed from Wikipedia

The activities within the incident management process include:
Incident detection and recording
Classification and initial support
Investigation and analysis
Resolution and recovery
Incident closure
Incident ownership, monitoring, tracking and communication
Establish incident framework management
Evaluation of incident framework management

This boils down to ...

The Service Desk (function) owns all incidents. It manages and monitors them so that they do not get ignored. The incidents may be worked on by various groups - internal and external - but the management is still the SD

So, if for site A, an incident is handled by the Local IT rep and resolved by the local IT rep if possible, else escalated to the appropriate local, regional or global specialist and resolved....

The Service Desk is watching that as management

All of the sites SOPs and WI would be roughly the same.

This should be workflowed out -Wikipedia does have the basic flow charts - to compare to

But.. you should take each area and do a w/f for each process in general and highlight the difference - my site b has a higher skill set for 1st level or 2nd level etc....
John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
Sang15512
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Tue Aug 25, 2020 6:16 am

good information
kayleycun
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Wed Sep 02, 2020 1:26 am

Supply chain management goes hand in hand with process modeling. Mapping out supply chain-specific activities into workflows, will give managers a different perspective of their operations and will allow them to design more efficient distribution channels, streamline warehouse management and reduce order errors. There are many phases of the supply chain management process from beginning to end, each of which can greatly benefit from the use Cargowise support.
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Corde Wagner
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Wed Nov 11, 2020 11:41 am

Hello Ben, it's been a while since you first posted, so I'm not sure you have what you need. I would like to offer that standardizing processes across all sites, especially if all sites will use the same ITSM tool (e.g. ServiceNow) will be critical to your overall service quality. Sometimes knowing where you are can be helpful as a means of identifying the gaps in your processes, but trying to map and gap all 17 sites, then arbitrating the differences (etc.) may not be worth the effort given that standardized processes gain you economies of scale when it comes to managing the resources, reporting, making sense of data, etc.

As the Viking suggested, you can get basic ITIL process workflows to help you with a start point for what the process framework would look like, but you really want to use a workshop approach to developing how the process must work for your organization and that is truly is the heavy lifting part of process development and management. You really cannot avoid putting the time into the development if you want your service delivery to be efficient and effective.

For example, it's been my experience that a cross functional team of those who support incidents (good practices says no more than 7 people) would be the ones that ideally get trained together on the process (an experienced practitioner who is now consulting can make a huge difference) would also work together to identify the future incident management process. Document that process and then align your ITSM tool to support it. Many companies try to stay as close to "out of the box" (OOTB) as possible to save money on having to configure the ITSM tool, but the OOTB configuration rarely really fits all companies (especially those that are in multi-location (countries) and highly diverse).

Hopefully the above is something you are already doing and you are already well on your way to successfully standardizing your processes and configuring your ITSM tool to support your defined processes.

Best of luck in your journey.

Corde
Corde Wagner
ITIL 4 Managing Professional - ITIL v3 Expert - v2 Red Badge - VeriSM-Plus - Certified Agile Service Manager
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