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IT Processes

We help our clients identify and define their key IT Processes. Well defined and documented IT Processes are important artifacts for use by a variety of organizations in the decision making process about which processes, or portions of processes, can be successfully outsourced. Clarity of operation is achieved by defining the roles and responsibilities that comprise the IT processes.

Current IT governance frameworks such as COBIT focus on IT's internal processes and can be made even more effective by including metrics structured around systems.

The focus on process is absolutely appropriate to ensure that the IT function works effectively. But an exclusively process-based approach has drawbacks.

• It requires a reasonably high degree of process maturity. Without this, most organizations find it hard to understand and adopt a governance approach structured around processes.
• It does not suggest where to direct action. It may identify, for example, that disaster recovery is generally weak and that testing is generally strong. But it does not highlight which systems actually need better disaster recovery, or which systems buck the trend and have weak testing. As a result, it tends to suggest broad "IT initiatives" rather than focused individual improvements.

ISO 20000 provides a well defined methodology and identifies a set of processes that are useful to the IT organization. This can be utilized to develop the high-level process map generally include:

• Inventory List of IT processes
• IT process blue-prints
• Each business process blue-print describes:
• Inputs
• Outputs
• Key activities and execution scenarios (e.g. normal, escalation and exception handling)
• Key decision points and business rules
• Success criteria and key performance indicators