Process

Answers to Process questions for implementing ITIL®


When to use a RACI Matrix
Where can I find a RACI Matrix for the overall Service Lifecycle processes
Where to download a free glossary of ITIL 4
What level of details to include in a procedure
Why every process flow-chart should have a swim-lane for the Service Desk
Should we wait for the reorg before improving our processes
How to explain that following a process does not cause delays
How much detail should people put in tickets
Should a process change go to the CAB
Is there a book to help us develop Key Performance Indicators (KPI)
Should unauthorized changes have their own process
A server decommissioning process is a low hanging fruit
Why spend effort documenting processes
How to simplify the approvals of service requests
Should we do a maturity assessment
What are the impacts when people are not following the process
How to increase attendance to the CAB meetings
Should we use a method like BPMN to document our processes
How to ensure that applications and servers are decommissioned
How to determine how many tasks should be in a workflow
How to identify workflows to develop first (itSMF Service Matters - Issue 16 June 2014).pdf
Why invest effort documenting processes and to what level of details (itSMF Service Matters - Issue 14 Nov. 2013).pdf
What are the challenges of automating the approvals of service requests
How to identify workflows to develop first

More answers to ITIL® questions and its implementation

"Get started. Policies and procedures do not have to be perfect the first time. Get something out, pilot it on a project and improve on it. If you wait for the perfect process, you may never improve."
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