Post on 23-Nov-2014
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ISO 20000ISO 20000Getting the Right Start on Your Implementation ProcessGetting the Right Start on Your Implementation Process
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Are you ready to get going on your Are you ready to get going on your implementation processimplementation process??
Our groundOur ground--breaking approach, the breaking approach, the Process Prototyping Implementation Process Prototyping Implementation MethodologyMethodology, will allow you to achieve , will allow you to achieve ISO 20000 certificationISO 20000 certification in just in just 18 months.18 months.
Process Prototype Building
Document Inventory
and Review
Work Product Development
Process Validation
Process“Go Live”
Training and Communication
Process Building Process Implementation Process TuningProcess Prototyping
Process Mapping
Process Tuning
M1Orientation
Meeting
M2Process
Approval
M4Process
Audit
M3ProcessSign-Off
© Process Prototyping Implementation Methodology 1064450
ISO 20000
www.implementwww.implementiso20000iso20000.com.com
LetLet’’s take a closer look at the first stage: s take a closer look at the first stage: Process PrototypingProcess Prototyping
This stage has 2 tasks and 1 milestone:This stage has 2 tasks and 1 milestone:Task 1:Task 1: Document Inventory & ReviewDocument Inventory & ReviewTask 2:Task 2: Process Prototype BuildingProcess Prototype BuildingMilestone 1:Milestone 1: Orientation MeetingOrientation Meeting
Process Prototype Building
Document Inventory
and Review
Work Product Development
Process Validation
Process“Go Live”
Training and Communication
Process Building Process Implementation Process TuningProcess Prototyping
Process Mapping
Process Tuning
M1Orientation
Meeting
M2Process
Approval
M4Process
Audit
M3ProcessSign-Off
© Process Prototyping Implementation Methodology 1064450
ISO 20000
STAGE 1
Task 2
Task 1
Milestone 1
Process Prototype Building
Document Inventory
and Review
Work Product Development
Process Validation
Process“Go Live”
Training and Communication
Process Building Process Implementation Process TuningProcess Prototyping
Process Mapping
Process Tuning
M1Orientation
Meeting
M2Process
Approval
M4Process
Audit
M3ProcessSign-Off
© Process Prototyping Implementation Methodology 1064450
ISO 20000
STAGE 1
Task 1
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Task 1:Task 1: Document Inventory & ReviewDocument Inventory & Review
Find out whatFind out what’’s already been dones already been done
It may not be perfect, but this is your It may not be perfect, but this is your starting pointstarting point
Review the content and get a feel of the Review the content and get a feel of the processprocess
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Document Inventory & Review has Document Inventory & Review has 2 major benefits2 major benefits::
It saves a lot of It saves a lot of timetime and and moneymoney by building by building on work thaton work that’’s already been dones already been done
It shows It shows respectrespect for the organization by saying for the organization by saying that what was done in the past is not obsoletethat what was done in the past is not obsolete
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Task 1: Task 1: Document Inventory & ReviewDocument Inventory & ReviewWhat you should doWhat you should do::
1.1. CollectCollect all existing formal or informal all existing formal or informal documentation related to the process documentation related to the process (including forms, procedures, policies, (including forms, procedures, policies, audit reports, maturity assessment, audit reports, maturity assessment, etc.).etc.).
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Task 1: Task 1: Document Inventory & ReviewDocument Inventory & ReviewWhat you should doWhat you should do::
2.2. StoreStore collected documents.collected documents.
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Task 1: Task 1: Document Inventory & ReviewDocument Inventory & ReviewWhat you should doWhat you should do::
3.3. Read and reviewRead and review collected collected information, including the best practice information, including the best practice or standard on which the process will be or standard on which the process will be based (ISO 20000, etc.).based (ISO 20000, etc.).
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TASK 1TASK 1isis
DONE!DONE!
Process Prototype Building
Document Inventory
and Review
Work Product Development
Process Validation
Process“Go Live”
Training and Communication
Process Building Process Implementation Process TuningProcess Prototyping
Process Mapping
Process Tuning
M1Orientation
Meeting
M2Process
Approval
M4Process
Audit
M3ProcessSign-Off
© Process Prototyping Implementation Methodology 1064450
ISO 20000
STAGE 1
Task 2
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Task 2:Task 2: Process Prototype BuildingProcess Prototype Building
The objective is to document a draft The objective is to document a draft process based on existing and best process based on existing and best practicespractices
Less is moreLess is more: : do notdo not document an document an encyclopaedia encyclopaedia
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Task 2:Task 2: Process Prototype BuildingProcess Prototype Building
Document the process objective, scope, Document the process objective, scope, performance indicators, flow chart of performance indicators, flow chart of activities (without activity descriptions), activities (without activity descriptions), interfaces with other processes and interfaces with other processes and reference to best practice or standard reference to best practice or standard requirementsrequirements
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Task 2:Task 2: Process Prototype BuildingProcess Prototype Building
Process prototype will be far from perfectProcess prototype will be far from perfect
It is conceptual in natureIt is conceptual in nature
It will serve as basis for initiating discussion in It will serve as basis for initiating discussion in the process building stagethe process building stage
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Task 2: Task 2: Process Prototype BuildingProcess Prototype BuildingWhat you should doWhat you should do::
1.1. Prepare a Prepare a highhigh--level flowchartlevel flowchart of of the processthe process
2.2. Ensure all Ensure all requirementsrequirements are are addressedaddressed
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Task 2: Task 2: Process Prototype BuildingProcess Prototype BuildingWhat you should doWhat you should do::
3.3. Prepare Prepare questionsquestions
4.4. Prepare Prepare propositions, solutions, propositions, solutions, best practices, guidance, ideasbest practices, guidance, ideas......
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TASK 2TASK 2isis
DONE!DONE!
Process Prototype Building
Document Inventory
and Review
Work Product Development
Process Validation
Process“Go Live”
Training and Communication
Process Building Process Implementation Process TuningProcess Prototyping
Process Mapping
Process Tuning
M1Orientation
Meeting
M2Process
Approval
M4Process
Audit
M3ProcessSign-Off
© Process Prototyping Implementation Methodology 1064450
ISO 20000
STAGE 1
Milestone 1
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Milestone 1:Milestone 1: Orientation MeetingOrientation Meeting
ValidationValidation with process ownerwith process owner
Objective is to Objective is to reviewreview and and sculptsculpt the the prototype to include ownerprototype to include owner’’s vision and s vision and expectations of future processexpectations of future process
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Milestone 1:Milestone 1: Orientation MeetingOrientation Meeting
Great opportunity to communicate the Great opportunity to communicate the standards requirementsstandards requirements for this for this particular processparticular process
Key resources must be involved early to Key resources must be involved early to ensure that they can express their ensure that they can express their visionvision and and expectationsexpectations
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Milestone 1:Milestone 1: Orientation MeetingOrientation Meeting
Process team obtains Process team obtains buybuy--inin from from process owner and other key resources process owner and other key resources on on highhigh--level elementslevel elements of the processof the process
Process team then moves a lot Process team then moves a lot fasterfasterby not getting entangled in philosophical by not getting entangled in philosophical discussions about the process later ondiscussions about the process later on
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MILESTONE 1MILESTONE 1isis
ACHIEVED!ACHIEVED!
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STAGE 1STAGE 1isis
COMPLETED!COMPLETED!
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About the author:About the author:
Isabelle Perron is a fullIsabelle Perron is a full--time consultant dedicated time consultant dedicated to helping companies to helping companies implement processimplement process--based based management systems.management systems.
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About the author:About the author:
She has been involved in She has been involved in over 25 Process over 25 Process Implementation Projects, Implementation Projects, in various functions such in various functions such as Project Manager, as Project Manager, IT/business process IT/business process expert, coach, trainer and expert, coach, trainer and auditor.auditor.
To find out everything you need to know To find out everything you need to know to get started and to implement your IT to get started and to implement your IT Service Management System (ITSM) in Service Management System (ITSM) in
fast track mode, please visitfast track mode, please visit
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