Creation VS. Evolution (A Overview to driving Process into your IT Shop)

It can be clearly stated, that across most IT shops, process engineering, re-engineering and management are all the buzz these days. Countless hours are being spent on attempting to improve processes and performance.

Has anyone in your organization ever asked the question "Why do we do it this way ?

We have all asked that question, but the answers are what amaze us the most. They range from "I don't know" to "We have always done it that way" or "We were told that this is how it was supposed to be done".(to name a few) It makes you wonder how many other things have evolved in such a manner?

If Darwin was around today, he may rethink the evolution theory. If our process would have followed the Darwinist theory, we should have the most evolved, streamlined and optimized processes - But the truth is, we have failed to Create the proper environment for them to evolve in.

Yes, I said "Create" - We now know that when we Create the proper environment in which to foster process evolution, we no longer ask the "why" questions and focus on continuous optimization - We need to ensure that we put in place the foundational elements, the ownership, maintenance, and of course, a method of monitoring our processes to keep from finding ourselves asking the same questions in the future.

Successful implementations of ITIL, Six Sigma, or any of the Best Practices today are grounded in knowing what you do, and understanding how your processes work together to produce your ideal output. Basically becoming a process driven business

But how do we start to transform our evolution ?

Start with Creation, then foster Evolution

The first thing to consider is the transformation of your business into a process driven one through creating a strong process based organization. The Creation of Process Owners, Managers and Process Key Performance Indicators (KPI's) . The Second is to be Customer focused in the support of your business objectives. This drives a Customer Oriented Architecture that focuses on processes that deliver to the business requirements.

Next determine if your existing processes were created or evolved. This is done through a understanding of your current processes. Many call this the "As Is" model. It's okay to want to understand the "As Is" model, key word being "understand". Don't get bogged down in an in-depth study, Just focus on an understanding of the basic workflows, players or Actors, and any specific areas that seem to be "Our Way" of doing things.

Remember efficiencies are usually found in the flows and the handoffs between processes and resources.

After you have completed a final understanding of the "As Is", you should now focus on the "To Be" Process. First, start by deciding on an approach (Outsource, Abandon, Improve or re-design) , then conduct a challenge session, generate new creative ideas, review any best known methodologies, challenge hidden assumptions, but think outside of the box.

Next eliminate any cost, resource or impact prohibitions. You are now ready to build your high level "To Be" Process Workflows. As you build, keep in mind that you want to be able to measure the process as it is being performed - this will help with the development of the key performance indicators (KPI's)

Look for any areas where you can further optimize through automation or integration with other process areas.

This is how you "create" an environment in which to cultivate the continuous improvement of your processes which will enable you to deliver key business requirements for your company.

Copyright Mark Storace 2008

Send Feedback to: process@itsmpa.org

ITSM Professional (ITSMP) ™ and ITSM Certified Professional (ITSMCP) ™ are Registered Trademarkes (2008)