A service management process model helps to tie all of your service organization processes together and illustrates and conveys how each of your processes integrate with each other, in a simple and formal view. An overhaul management process model is often at the core of your SM capabilities and is usually the single point of contact for all your SM knowledge and processes.
Setting up a service management procedure model can be very valuable and worthwhile activity, ensuring you meet the needs of your audience is the important part.
Remember with such an initiative, it is not your opportunity to try to show case your service administration skills and knowledge by baffling people, establishing a service management model is an opportunity to consolidate and provide to a wider audience a high level overview of your capabilities to support your core it services.
When creating an examination management model, you first need to ask - what capabilities do we currently have in place now? What processes have you already implemented? Are they interim state processes or end state? If you are currently developing your baseline process capabilities you need to be explicit about what versions are published, by all means include a road map of your development activities however try not to confuse your audience - ensure the processes published reflect how you operate now.
Include the following considerations when creating your SM model:
• Be clear about your audience, your model should be providing information, processes, inter dependencies and a place where users can go to understand how to utilize your service organization capabilities day to day
• Ensure you include a background and overview of the model; effective service management models are specific to each organization so ensure you tell people what your specific model it is about.
• Ensure it easy to understand 'at a glimpse' you immediately understand what it is trying to portray. You may get it and understand it, but your goal here is to ensure that anyone can get it and understand it.
• Ensure you have a regular 'update' mechanism to keep things up-to date- there is nothing worse than out of date material
• Kick off a campaign to clearly communicate, the location, intent and content
• Link your service management process model content to your knowledge base; ensure the content is search able and relevant
• If at all possible enable your service management model to be 'dynamic'; this makes it easier for users to navigate the various levels of your model.
Good Luck, Until Next Time,
About The Author:
Kirk is the Founder and Principal Advisory Consultant at Service Management Specialists, he helps people and organisations to improve the way they plan, design and operate Information Technology specifically within the IT Service Management & IT Process Improvement domains. Kirk has provided guidance to hundreds of people around the world, helping to bridge the gap between theoretical knowledge and real world experience.