Characteristics of a Process

This article answers following queries:

Ø  What are the characteristics of a Process?

Ø  Define Roles in Service Management

Ø  Name some of the key roles in ITIL or service management

 

Following are the four important characteristics of a Process:

§  Measurable: Process is performance driven and measurable on the cost, effectiveness, cycle time and productivity aspects

§  Specific Results: A process delivers a specific and individually identifiable and countable results

§  Customers: A process delivers its primary results to a stake holder/ customer

§  Responds to a specific event: A process can be ongoing or iterative, but it should be traceable to a specific trigger.

 

Roles in Service Management: 

A role is a set of responsibilities, activities and authorities assigned to a person or team.

§  A role is defined in a process or function

§  Multiple roles can be assigned to one person or a team

§  Roles are not the same thing as job titles

Some of the key roles in ITIL service management are

ü  Service Owner

ü  Process Owner

ü  Process Manager

ü  Process practitioner