Adopting a New Process, Step by Step

To adopt a new service management process, follow a repeatable sequence: gain management commitment, appoint a single Process Owner and define the other roles, draft a process policy, assign responsibilities with a RACI matrix, create a flow chart and procedures, define success factors and KPIs, then deploy and optimise. Once the first process is adopted, each subsequent one becomes easier.

• Management commitment is a critical success factor, and a one-day service management simulation can help build it. Be prepared for matrix management, because processes cross team boundaries.
• Each process has only one Process Owner, accountable across the enterprise; the Process Manager is typically full time with hands-on experience. The Owner drafts the process policy, which sets principles and main activities but leaves procedures and work instructions to managers.
• In the RACI matrix, each task must have only one accountable role. A swim-lane flow chart then shows every step, decision and option in order, and the Process Manager drafts local work instructions.
• If KPIs will underpin service level agreements, monitor them for at least three months first. John Sansbury favours a hard launch, which signals commitment and makes formality easier to introduce. Optimisation never ends, and some processes form natural pairings that can be adopted in parallel.