From the course: IT Service Desk: Management Fundamentals
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Process blueprints
From the course: IT Service Desk: Management Fundamentals
Process blueprints
- Creating processes is easy, right? Any support center can do it. Well, it's not as easy as people think. I'm at support centers all the time and they tell me they have processes implemented that work, but upon further review and through conducting assessments, we often find that's not really the case. So what has happened to these processes? Processes are not a one time, create it and you're done project. They have to be defined, documented, managed, and improved on a consistent basis. Processes also have to have owners. If there's no ownership with the process, processes may not fulfill their purpose, miss metrics targets, and ultimately fail the organization. So what exactly does a process owner do? A process owner has responsibility and authority over a specific process. The process owner activities can include creating all the key elements of a process like mission, activities, goals, objectives, metrics, and measurements of the process. The process owner also has…
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