before jumping in into ITIL you have understand the need for a process to begin with , the process is the Structure Which will allow input to become specific output .
Example
So if we have a new user in organization we need to enable Email for this User this means that
input :User information + parameter for the output (AKA Mailbox Size )
Process :Admin Tasks
Output : the user Mailbox ready for use (Value ) if the Admin failed to create the Mailbox the value will not be delivered .
this is a very simple process just to show you .
Every process needs couple of things
Owner: the one who will ensure that the process is performing as it should
Enabler/Manager : the one preforming the actions (Could be many ), (Could be Human+System)
So the Drawing should change to
So Back to out Example the process owner Could be IT operations manager , but the process Enabler could be the Admin team/ Service Desk +Servers .
- the process owner is responsible for documenting and publicizing the process
- defining KPIs
- Reviewing the KPI
- assisting with the process design
- improving the process
- reviewing the proposed enhancement to the process and addressing any issue
- Ensure that the staff have the required knowledge to preform their role in the process
- interfacing with line management to make sure that the process receive the needed resources it requires
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