Download - Effective Process Design
Welcome to the Presentation!!• David Mainville – CEO & Co-founder of Navvia
– 30 plus years of Service Management Experience
– Twitter: @mainville
– Email: [email protected]
Why Process? • Processes (are intended to) add value – Communicate what needs to be done
– Provide clarity on how to do it (simplification)
– Control the operation for consistency
– Measure the outcomes for continual improvement
Why Process?
The world’s most successful brands achieve Business Outcomes through Effective Processes
Survey • Engage your stakeholders to identify gaps – What’s not working? – How can the process add value?
• Create a catalyst for change • Establish a baseline from which to measure
improvement • Develop a roadmap for implementing
improvements
Design • Engage and collaborate with your stakeholders
– To foster buy-in and drive adoption
• Standardize / structure your documentation – For consistency across all processes / departments, create
artifacts targeted to your audience
• Centralize and simplify access to the docs – Can’t follow it if they cant find it
– Permission based / curated
• Capture requirements for tool implementation – Tractability of process requirements to your tool
Verify • Process improvements must be “locked in” to
realize benefits – Processes erode without governance
• Accountability and transparency is key – Using a combination of both the carrot and the stick
• The concept of a Service Management office – Owns ITSM – Subject Matter Experts in everything from process
design to tool implementation
The Human Element • Collaboration is essential • John Kotter’s 8-step process for leading change
1. Urgency 2. Coalition 3. Vision & Strategy 4. Communicate 5. Empower 6. Quick wins 7. Leverage quick wins 8. Embed in culture
• Education and training – Getting people on same page – Locks in the wins
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Less than the cost of 2 weeks of an ITSM consultant
Templates ! Tools ! Training
http://navvia.com/software/go-test-drive