Effective Process Design

Welcome to the Presentation!!•  David Mainville – CEO & Co-founder of Navvia

– 30 plus years of Service Management Experience

– Twitter: @mainville

– Email: dmainville@navvia.com

So Why Process?

Why Process? •  Processes (are intended to) add value –  Communicate what needs to be done

–  Provide clarity on how to do it (simplification)

–  Control the operation for consistency

–  Measure the outcomes for continual improvement

Why Process?

The world’s most successful brands achieve Business Outcomes through Effective Processes

Creating Effective Processes

Survey Design

Verify

Survey •  Engage your stakeholders to identify gaps –  What’s not working? –  How can the process add value?

•  Create a catalyst for change •  Establish a baseline from which to measure

improvement •  Develop a roadmap for implementing

improvements

Design •  Engage and collaborate with your stakeholders

–  To foster buy-in and drive adoption

•  Standardize / structure your documentation –  For consistency across all processes / departments, create

artifacts targeted to your audience

•  Centralize and simplify access to the docs –  Can’t follow it if they cant find it

–  Permission based / curated

•  Capture requirements for tool implementation –  Tractability of process requirements to your tool

Verify •  Process improvements must be “locked in” to

realize benefits –  Processes erode without governance

•  Accountability and transparency is key –  Using a combination of both the carrot and the stick

•  The concept of a Service Management office –  Owns ITSM –  Subject Matter Experts in everything from process

design to tool implementation

The Human Element •  Collaboration is essential •  John Kotter’s 8-step process for leading change

1.  Urgency 2.  Coalition 3.  Vision & Strategy 4.  Communicate 5.  Empower 6.  Quick wins 7.  Leverage quick wins 8.  Embed in culture

•  Education and training –  Getting people on same page –  Locks in the wins

Creating Effective Processes

Survey Design

Verify

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