Knowledge management
- 1. Standard Operating Process Assignment By: Tanya Prashar
- 2. ITIL Processes Effective adoption of ITIL requires not only the application of ITIL best practices, but also a sound process development framework. Coupled with a campaign of cultural transformation and consistent measurement and results tracking, solid process development techniques will yield repeatable, integrated and actionable processes for managing services and operations across the IT organization.
- 3. The complete set of knowledge of an IT organization's activities is usually spread among its many employees. This applies to process documentation, which is too often located in disparate repositories—such as hard drives, shared drives, email folders and people's memories—and is typically stored in many formats such as Word, Visio, PowerPoint, or not documented at all
- 4. A sound process development framework to support development of actionable ITIL v3 processes brings many benefits: centralized knowledge capture, repeatable results, reduced defects, increased collaboration, and a shared process language across the organization. It facilitates continual process improvement, and provides a consistent baseline for measurements, results tracking, and change control
- 5. The layers of the process framework are: Policies Processes Procedures Steps Work Instructions Work Flows
- 6. An essential part of any ITIL implementation is to monitor technical and business results—such as process performance, quality, customer satisfaction, and levels of compliance—utilizing rationalized metrics, reports and auditing A measurement strategy must be employed to track results of the ITIL implementation, to determine levels of adoption, and to promote continual improvement.