The ITSM Process Design Guide

• Fosters the understanding and integration of multiple ITSM frameworks, standards, and maturity models
• Details and deconstructs ITSM process components, models, and deliverables
• Includes strategies for gathering and analyzing process requirements to aid in analyzing and improving processes
• Shows how to engage process stakeholders and incorporate ITSM best practices into your organization
• Contains a methodology for developing meaningful metrics for your organization and ways to convert data into usable, actionable information
• Includes proven ways to manage the organizational culture change required for continual process improvement

Donna Knapp is a Certified Process Design Engineer (CPDE)^® with over 25 years of experience in the IT industry. Donna holds multiple ITSM certifications including: ITIL Expert™, ITIL^® Service Manager, and various ITIL^® Intermediate and Capability certifications. Donna was one of the first globally to achieve the ITIL Expert™ and Certified Process Design Engineer (CPDE)^® certifications. She also holds the ISO/IEC 20000 Foundation and Consultant Certificates, and the Microsoft^® Operations Framework (MOF) Foundation Certificate.

Donna serves as ITSM Academy’s Curriculum Development Manager, sits on the ITIL^® V3 International Examination Panel, and is the author of two 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.

Chapter 1: Introduction 1.1 The Changing Role of IT 1.2 The Importance of IT Service Management Processes 1.3 Using Process Frameworks and Standards 1.4 IT Service Management Frameworks 1.4.1 Complementary Frameworks 1.5 IT Service Management Standard – ISO/IEC 20000 1.6 The Value Chain and Its Effect on Processes 1.7 Assessing Process Maturity Summary Discussion Topics Review Questions Chapter 2: Defining and Analyzing Customer Requirements 2.1 Gathering Requirements 2.1.1 Surveying Customers 2.1.2 Conducting a Needs Assessment 2.1.3 Creating and Using Service Level Agreements 2.1.4 Benchmarking 2.2 Translating Customer Requirements Summary Discussion Topics Review Questions Chapter 3: Quality Management Principles 3.1 Quality Management Basics 3.1.1 Total Quality Management 3.1.2 Malcolm Baldrige National Quality Award 3.1.3 Capability Maturity Model^® Integration 3.1.4 Six Sigma 3.1.5 Lean Six Sigma 3.1.6 ISO 9000 and ISO 9001 3.2 Process Design Considerations 3.2.1 Developing Processes 3.2.2 Reengineering Processes 3.2.3 Improving Processes Summary Discussion Topics Review Questions Chapter 4: Defining and Documenting Processes 4.1 Distinguishing Policies, Processes, Procedures, and Plans Summary Discussion Topics Review Questions Chapter 5: Assessing Process Maturity 5.1 Getting Started 5.2 Assessing Incident Management Maturity 5.2.1 Level 1 (Initial): Characteristics 5.2.2 Level 1 (Initial): Challenges and Transition Steps 5.2.3 Level 2 (Repeatable): Characteristics 5.2.4 Level 2 (Repeatable): Challenges and Transition Steps 5.2.5 Level 3 (Defined): Characteristics 5.2.6 Level 3 (Defined): Challenges and Transition Steps 5.2.7 Level 4 (Managed): Characteristics 5.2.8 Level 4 (Managed): Challenges and Transition Steps 5.2.9 Level 5 (Optimizing): Characteristics 5.2.10 Level 5 (Optimizing): Challenges and Transition Steps Summary Discussion Topics Review Questions Chapter 6: Process Design and Improvement Steps 6.1 Step 1: Determine Management’s Vision and Level of Commitment 6.2 Step 2: Establish a Project and Form a Project Team 6.3 Step 3: Define the Process and Identify Customer Requirements 6.4 Step 4: Document the “As Is” Process and Baseline Current Performance 6.5 Step 5: Assess Conformance to Customer Requirements 6.6 Step 6: Benchmark Current Performance 6.7 Step 7: Design or Redesign Process 6.8 Step 8: Solicit Feedback, Fine-tune, and Finalize the Design 6.9 Step 9: Implement the New Process 6.10 Step 10: Assess Performance and Continually Improve Summary Discussion Topics Review Questions Chapter 7: Process Design and Improvement Tools and Techniques 7.1 Process Maps 7.1.1 High-Level Integration Map 7.1.2 Relationship Maps 7.1.3 Cross-Functional Map 7.1.4 Flowcharts 7.2 Seven Basic Tools of Quality 7.2.1 Cause-and-Effect Diagrams 7.2.2 Check Sheets 7.2.3 Control Charts 7.2.4 Histograms 7.2.5 Pareto Charts 7.2.6 Scatter Diagrams 7.3 Miscellaneous Tools and Techniques 7.3.1 Producing a Business Case 7.3.2 Calculating Return on Investment 7.3.3 Creating a RACI Matrix Summary Discussion Topics Review Questions Chapter 8: Producing Meaningful Metrics 8.1 Producing Meaningful Metrics: Common Practice 8.2 Producing Meaningful Metrics: Best Practice 8.2.1 Implementing a Metrics Program 8.2.2 Using Metrics to Achieve Business and Process Improvement Goals 8.2.3 Automatically Monitoring Metrics and Publishing Reports 8.3 The Role of Service Level Management 8.4 Keys to a Successful Metrics Program Summary Discussion Topics Review Questions Chapter 9: Managing Organizational Change 9.1 Change Preparation 9.2 Motivation Summary Discussion Topics Review Questions Chapter 10: IT Service Management Technologies 10.1 Evaluating and Selecting Technologies 10.1.1 Define Your Goals 10.1.2 Define Your Technology Requirements 10.1.3 Weight Your Technology Requirements 10.1.4 Identify Candidate Vendors 10.1.5 Evaluate the Candidates 10.1.6 Evaluate the Finalists 10.1.7 Make a Final Decision Summary Discussion Topics Review Questions Appendix A—Sample Process Definition Document Appendix B—Sample Document Control Sheet Appendix C—Sample High-Level Implementation Plan Appendix D—Sample Key Performance Indicators Appendix E—Sample Communication Plan Appendix F—Sample Training Plan Appendix G—Additional Sources of Information Glossary of Terms Index