Mapping Support Processes

IT Service Management is a framework that identifies the processes that drive success in the IT Service Provider. Building successful processes is paramount to an organization’s ability to leverage those processes to create value. This workshop begins by looking at value in the Service Lifecycle and then explores how processes create value. Next, students will learn the basics of process mapping including looking at multiple different mapping techniques.

Students will also learn how to use COBIT to choose the appropriate process to improve in their environment, leveraging maturity models to assess the current level of maturity. The course takes students step-by-step through the mapping process working from the functional flow to the detailed mapping of one of their existing process. Finally, the class evaluates a case study implementation of the ITIL incident management process. Attendees will learn how to map processes using swim-lane or cross-functional diagrams in detail with exercises to identify weaknesses and inefficiencies and how to avoid them.

What You Will Learn:

• Basics of flow diagrams
• Mapping techniques
• Understand levels of support and the functional flow of support
• Map out Incident Management using cross- functional flow diagrams
• Evaluate an Incident Management Case Study
• Enhancing diagrams

Course Outline:

Day 1

1. Value Creation
2. Defining a Process
3. Process Value Adds
4. The Basics of Process Mapping
5. Choose Your Process Mapping Method
6. Choose Your Process
7. Are You Ready? Organization Assessment

Day 2

1. Mapping the Functional Flow
2. Mapping the Macro Process

Day 3

1. Mapping the As-Is Process
2. Process Enhancements
3. Mapping the Enhanced Process
4. Incident Management Case Study
5. Plan of Action

Audience:

• Team Leads / Supervisors
• Managers
• Directors
• Process Owners

Duration: 6 hours of instruction delivered over 2 or 3 days

Course Delivery: Live instructor-led class delivered by Julie Mohr in a virtual / online classroom.

Price: $495 for instruction

Suggested Materials: Mapping Support Processes: Blueprint for Success (ISBN 0-9740808-4-5)