What is ITIL Process Evaluation in ITSM?
ITIL Process Evaluation is one of the main processes under ITIL’s Continual Service Improvement (CSI) process group of IT Service Management (ITSM) framework. This process is responsible for evaluating all the processes periodically for identifying opportunity areas where the targeted process metrics are not met. ITIL Process Evaluation performs some regular tasks, such as assessment, benchmarking, audits, reviews, and reporting. This process primarily takes input from ITIL Service Review process and feeds its output to the ITIL Definition of CSI Initiatives process. Apart from that, it also receives input from Service Design, Service Transition, and Service Operation stages of IT Service Management (ITSM).
ITIL Process Evaluation Objective:
The primary objective of ITIL Process Evaluation is to evaluate processes on a regular basis. The scope of this process includes identifying opportunity areas where the targeted process metrics are not met, and carry out regular benchmarking, audit, maturity assessment and review activities.
Important Terminologies & Definitions:
Process Evaluation Report: A document recording the results from a Process Maturity Assessment, Benchmarking, Audit, or Process Review. The report also specifies the identified shortcomings and opportunity areas that must be addressed through improvement initiatives.
Process Metric (KPI): These are the aggregated Process Metrics that define what attributes are to be measured and reported to help manage a process. (Key Performance Indicators – KPIs)
KPI Target Value: The benchmarked value of a Key Performance Indicator (KPI). It is the responsibility of the Process Owners to optimize and manage processes so that KPI targets are achieved.
Process Assessment Guideline: A guideline describing the best-practices to be followed while evaluating the underlying service management processes. It defines guidelines for Process Maturity Assessments, Audits, Benchmarking, and Process Reviews.
Process Evaluation Program: A newly added definition in ITIL v3, the goal of the Process Evaluation Program is to make sure all relevant processes and areas of the organization are regularly evaluated through Process Maturity Assessments, Benchmarks, Audits and/ or Process Reviews, as appropriate.
Suggested Process Improvement: Incoming suggestions to Continual Service Improvement (CSI) stage, for improving the quality of Service Management processes. These suggestions for process improvements may originate from anywhere from within or outside the IT organization.
Sub-Processes of ITIL Process Evaluation:
As defined in ITIL v3, followings are the five sub-processes under this process, followed by the image describing the information flow among them:
1> Process Management Support: Provides the overall support to all parties involved in managing and improving processes, especially to the Process Owners (Role). This process also coordinates all the changes done to processes and updates the Process Architecture, thereby makes sure that all processes cooperate flawlessly.
2> Process Benchmarking: Used to evaluate processes in relation to the standards maintained by comparable organizations. It is done with an aim of identifying the shortcomings and developing improvement plans.
3> Process Maturity Assessment: Responsible for evaluating processes in relation to best-practice guidelines, for identifying shortcomings and developing plans for improvement. This is the sub-process where the Process Evaluation Report is generated.
4> Process Audit: Used to carry out process audits in order to check and certify compliance of the processes with certain standards or regulatory requirements.
5> Process Control and Review: Used to submit processes regularly for reviewing, and to identify strengths and weaknesses of processes which should be regularized by process improvement initiatives.
Important Roles in ITIL Process Evaluation:
Process Architect: This role is the Process Owner of this process. The Process Architect has the overall responsibility for maintaining the Process Architecture, coordinating all modifications to processes, and ensuring that all the processes cooperate in a seamless way. This role also supports all the stakeholders involved in managing and improving processes, in particular, the Process Owners (Role).
Process Owner (Role): This role responsible for ensuring that a process is fit for its purpose. The responsibilities of Process Owner include assessment, design, and continual improvement of the process and its metrics.
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