Adopting a New Process, Step by Step

Adopting a new process, step by step

Processes sit at the core of service management. Each process you formally adopt moves you a step closer to service excellence, and once you have adopted your first, each subsequent one becomes easier, because the approach is essentially the same every time. In The Journey to Service Excellence, John Sansbury sets out that approach as a clear sequence of steps. This article walks through them, whether your first process is incident management, change management or something else entirely.