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Process Management

 

Best Practice according to ITIL® and ISO 20000

 

 

Process Management performs regular reviews of the IT processes respective IT relevant processes to detect improvement potentials in terms of process quality, process maturity and economic benefits. Realization is triggered in coordination with Service Evaluation.

 

Process Management is in the classic lifecycle-view part of Service Improvement.

 

In ITIL® 4 Process Management is part of General Management Practices - Continual Improvement and IT Quality Management Practice

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Process Management Practice in ITIL® 4

Process in the ITSM Process Library

Expected process result

 

 

Process Coordination

Coordination of life cycles of IT Service Management Processes and securing friction free integration

Process Controlling

Assessment of IT Service Management Processes by analysis of their performance indicators and deduction of improvement potentials

Process Review

Checking the IT Service Management Processes on regular basis and introduction of necessary activities thereof

Process Management Practice in ITIL® 4

Main information flows and interfaces of Process Management according to ITIL® and ISO 20000

 

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(Documents within information flows only visible in our reading access to the ITSM Process Library)

 

Responsible roles

Process Manager

Performance indicators

KPIs of Process Management

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