ITSM Wiki - ITIL® Process Management

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Process Management

Best Practice according to ITIL^® and ISO 20000

Process Management performs regular reviews of the IT processes respective IT relevant processes to detect improvement potentials in terms of process quality, process maturity and economic benefits. Realization is triggered in coordination with Service Evaluation.

Process Management is in the classic lifecycle-view part of Service Improvement.

In ITIL^® 4 Process Management is part of General Management Practices - Continual Improvement and IT Quality Management Practice

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Processes of Process Management in detail

Process in the ITSM Process Library		Expected process result

Process Coordination		Coordination of life cycles of IT Service Management Processes and securing friction free integration
Process Controlling		Assessment of IT Service Management Processes by analysis of their performance indicators and deduction of improvement potentials
Process Review		Checking the IT Service Management Processes on regular basis and introduction of necessary activities thereof

Main information flows and interfaces of Process Management

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(Documents within information flows only visible in our reading access to the ITSM Process Library)

Responsible roles

Process Manager

Performance indicators

KPIs of Process Management

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