Process Flows

[mrp1802]

Hi all,

Im looking to do some process flow diagrams in compliance with ITIL - Problem Management, Incident Management and Configuration Management. Does anyone have any examples or can assist?

Thanks!

[Guest]

hi, we do our process flows for our clients using "swim lanes". We find it serves our purpose very well.

As for examples, sorry can't provide without our clients approval.

cheers,

Azard

[mrp1802]

Thanks very much! will look into

[mcardinal]

You should look in the ITIL books for the basic process steps for IM, PM and CM. They are listed in order even if no process map or flow is provided (Change provides an actual flow diagram). Convert those to swim lanes by applying roles to each process step--each swim lane is one role. To do this ask the question: Who will perform this activity? Apply the appropriate role (or created needed roles for your organization). You can use Visio cross-functional diagrams to do this, or there are other process mappping tools out there.

This will give you a basic starting point. Then begin to drill each step down into workable procedures through faciliated sessions or feedback from users. Update the diagrams as needed and keep them as "living documents".

Hope this helps!

Michael