Tag: ITIL

Itsm – Identifying Core Business Processes Is The First Step Toward Customer Satisfaction

Business

In todays business environment, organisations know that to be competitive, they need to respond to change, especially as customer expectations increase. Customers are more demanding, mobile and informed than ever. Global and distributed organisations need consistency in the quality and levels of service regardless of where and how they conduct business.

It is extremely difficult to meet these challenges in a timely manner if business IT processes are widely dispersed, silo-based and inconsistent. Consistent core IT business processes, language and data representation is essential to allow decision makers to respond quickly to the changing market.

Defining and maintaining consistent IT business processes is a lot easier said than done but critical if an organisation is to survive in todays market. This article will define core business processes and explain how to differentiate these processes from their implementation. It will also review how to prioritise which processes to investigate first.

Defining the core business processes
A “core” business process is defined as the minimum individual tasks to be accomplished to provide a certain level of consistency in output, without any consideration to hardware, software, people resource or performance.

When a core process is implemented, anything can be added to make the process more efficient, but nothing should be eliminated. When the core business process states that certain tasks must be performed in sequence, then it must be reflected in the implementation. In the same manner, any specified steps associated with a task must also be reflected within the implementation.

When asked, most organisations will claim that their core business processes are documented. Yet, typically, it is not the core business process that has been documented but the implementation of that process within a particular system or function. In this scenario, the documentation contains system or application process models reflecting implementation details such as “enter username.” Most times, documentation of a core business process doesnt reflect whether a user is identified by a username, badge number, ID-card, or some other method of authentication, as long as the organisation is satisfied with the accuracy of the documentation. Identifying and authenticating a user is an implementation issue, not a business process.

Its not easy to separate implementation from the core business process. Just take one business process and see how readily you can identify the major tasks involved without letting implementation issues creep into the mix.
And it only gets more difficult when core business processes become more intricate and critical within the enterprise.

Using the right process methodology
The methodology and approach used to identify, derive, or create core business processes will vary with an enterprises size, industry and culture.

There are several proven methodologies and supporting tools for deriving and improving business IT processes (e.g. ITIL and ISO/IEC20000).

Your first steps
1. Investigate and remove hurdles relating to organisational cultural issues, governance processes, and supporting infrastructure up front.
2. Educate participants on what a core business process is, how it will benefit their respective business area, and the chosen methodology that will be used to derive these processes.
3. Dont try and do all of the critical business processes at once. Suggest a phased approach with a sound transition strategy.

Once youve identified core business processes, its important to prioritise which ones to tackle first. A new
business channel or service is a good place to start, as business analysis and requirements gathering have likely already been done, which should provide a good jumping-off point for identifying core processes.
Next, tackle any business process areas featuring disparate results between business units. Then, look at processes for which new enabling technology is being considered. Rounding out the list are those processes supported by different implementation and those supported by more than one location or business.

Process empowerment
It is import that all parties involved in executing the process clearly understand that it is the process that should be empowered, and should not be confused with the organisational function and position performing it. For example the Service Desk working on a major payroll incident, which requires immediate response and resource from the development team.

Process review
Your core processes should be a living entity, it is therefore essential to regularly review the performance of your process and adjust as business demands change. (Refer to the Quality management process review flowchart).

Its never too late to start
If enterprises are to remain competitive; they need to reduce the complexities resulting from widely dispersed and often disparate business processes. Establishing consistent empowered core business processes is just one step toward meeting increasing customer expectations in today’s market.

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Importance Of It In Business

Business

These days IT is crucial to the majority of businesses. Almost all companies use IT to some extent, making it important for employees to have proficient knowledge in the area. It is not longer just IT jobs where staff need a good knowledge of IT. Almost all office based jobs are now almost entirely based around computers and IT.

Having good IT skills gives you a major advantage over those who do not. Even if a role is not an IT job per se, IT knowledge may give you an advantage over other candidates and help you once you are employed. Employees are expected to know the basics of IT in most jobs and there is an assumption that you are able to perform basic computer related tasks. Email is often the main mode of communication, while employees are also expected to be able to write documents and use spreadsheets. In most cases the Internet is the main research method, so being confident using Google, for example, can be a must.

Most admin tasks in any business are now performed through the use of IT and for the large part the traditional numerous filing cabinets are gone. Accounting is usually done with spreadsheets, so accounting staff also need knowledge of IT. Even those working in shops and restaurant will use IT is certain ways, such as the tills. Anyone working in management in any job will need to be able to use computers to either a small or large extend, depending on the nature of their particular job.

With IT playing such an important role in business today, good IT training, either in education or once in employment, can make an important difference. IT is there to make life easier, but if you do not have the necessary confidence it can turn into a nightmare. Staff need to understand the processes they are using, and this requires sufficient training.

IT can be complex, especially in businesses that use it to a large degree, and as with all technologies there will be things that go wrong. Therefore support staff who can solve any issues are useful. Some companies will have a person, or even a whole team of people, whose sole job it is to run and maintain the IT systems and networks. IT is there to help, not hider, but if things are not managed properly it can cause a whole host of problems. The IT department and processes need to be managed for IT to have the best possible impact on a business. Things need to be in place so the business can make the most of the advantages IT offers.

Some will use some kind of IT methodology to keep their IT management on track. The most widely used methodology is ITIL, which stands for Information Technology Infrastructure Library. ITIL is a set of concept and policies for managing the IT within a business. Essentially it is the IT best practice.

Andrew Marshall

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Itsm – Identifying Core Business Processes Is The First Step Toward Customer Satisfaction

Business Strategy

In todays business environment, organisations know that to be competitive, they need to respond to change, especially as customer expectations increase. Customers are more demanding, mobile and informed than ever. Global and distributed organisations need consistency in the quality and levels of service regardless of where and how they conduct business.

It is extremely difficult to meet these challenges in a timely manner if business IT processes are widely dispersed, silo-based and inconsistent. Consistent core IT business processes, language and data representation is essential to allow decision makers to respond quickly to the changing market.

Defining and maintaining consistent IT business processes is a lot easier said than done but critical if an organisation is to survive in todays market. This article will define core business processes and explain how to differentiate these processes from their implementation. It will also review how to prioritise which processes to investigate first.

Defining the core business processes
A “core” business process is defined as the minimum individual tasks to be accomplished to provide a certain level of consistency in output, without any consideration to hardware, software, people resource or performance.

When a core process is implemented, anything can be added to make the process more efficient, but nothing should be eliminated. When the core business process states that certain tasks must be performed in sequence, then it must be reflected in the implementation. In the same manner, any specified steps associated with a task must also be reflected within the implementation.

When asked, most organisations will claim that their core business processes are documented. Yet, typically, it is not the core business process that has been documented but the implementation of that process within a particular system or function. In this scenario, the documentation contains system or application process models reflecting implementation details such as “enter username.” Most times, documentation of a core business process doesnt reflect whether a user is identified by a username, badge number, ID-card, or some other method of authentication, as long as the organisation is satisfied with the accuracy of the documentation. Identifying and authenticating a user is an implementation issue, not a business process.

Its not easy to separate implementation from the core business process. Just take one business process and see how readily you can identify the major tasks involved without letting implementation issues creep into the mix.
And it only gets more difficult when core business processes become more intricate and critical within the enterprise.

Using the right process methodology
The methodology and approach used to identify, derive, or create core business processes will vary with an enterprises size, industry and culture.

There are several proven methodologies and supporting tools for deriving and improving business IT processes (e.g. ITIL and ISO/IEC20000).

Your first steps
1. Investigate and remove hurdles relating to organisational cultural issues, governance processes, and supporting infrastructure up front.
2. Educate participants on what a core business process is, how it will benefit their respective business area, and the chosen methodology that will be used to derive these processes.
3. Dont try and do all of the critical business processes at once. Suggest a phased approach with a sound transition strategy.

Once youve identified core business processes, its important to prioritise which ones to tackle first. A new
business channel or service is a good place to start, as business analysis and requirements gathering have likely already been done, which should provide a good jumping-off point for identifying core processes.
Next, tackle any business process areas featuring disparate results between business units. Then, look at processes for which new enabling technology is being considered. Rounding out the list are those processes supported by different implementation and those supported by more than one location or business.

Process empowerment
It is import that all parties involved in executing the process clearly understand that it is the process that should be empowered, and should not be confused with the organisational function and position performing it. For example the Service Desk working on a major payroll incident, which requires immediate response and resource from the development team.

Process review
Your core processes should be a living entity, it is therefore essential to regularly review the performance of your process and adjust as business demands change. (Refer to the Quality management process review flowchart).

Its never too late to start
If enterprises are to remain competitive; they need to reduce the complexities resulting from widely dispersed and often disparate business processes. Establishing consistent empowered core business processes is just one step toward meeting increasing customer expectations in today’s market.

,

ITIL Certification – The New Standard In The IT Industry

Industry

ITIL certification is becoming very popular nowadays, and has become a kind of benchmark in the IT industry. Many people are now going for this training to improve their careers and get ahead in their jobs. Moreover, many organizations are actively looking for people who have passed this certification, because they are better able to provide quality services in the IT industry.

ITIL is a short form of IT Infrastructure Library Certification. This is a training certification which was organized and initiated by the Central Computer and Telecommunications Agency (CCTA), as a form of codes of practice for the IT industry. The main aim was to provide a benchmark in order to motivate companies to provide IT services which are high quality, and up to the mark. The accreditation authority for this certification is the Information Systems Examination Board, and all potential candidates have to contact them for the exam.

If you are thinking that ITIL is just a waste of time and money, then you are very wrong. In the beginning, people did not understand the potential and meaning of this training, and did not make use of the many benefits its offers. But today, companies and individuals alike are aiming for this certification, as they know they can reach a higher level with the help of knowledge gained with this training.

There are many benefits of ITIL. First of all, it will provide you with plenty of knowledge that even years of working in the IT industry is not able to provide. You will learn about the IT services from a delivery point of view, and will understand how important it is to keep track of service quality, and satisfaction of customers. You will be aware of the standard of work that is expected from you, and how you reach that standard. Moreover, if you are beginner then you can learn all about IT jargon, and the practical implementation of what you have studied. This will give you clear concept about ITIL.

There are many organizations that are now looking for and hiring ITIL certified people, and are willing to pay a good salary as well. Many companies have started storing their data in digital form, and people with this training are better able to access and use that information. Therefore, being ITIL certified will benefit your career, by improving your knowledge and skills related to all aspects of information technology.