1. Establishing a Strategic Process Roadmap
IT Process Governance
Thorsten Manthey -

2. Establishing a Strategic Process Roadmap
You are the Process Owner for the following Process
<Process Name>: <Process Owner name>
Meeting Objective:
Understand Process Owner Role
Value of establishing a Strategic Process Roadmap
How to develop the Strategic Process Roadmap
Thorsten Manthey -

3. Establishing a Strategic Process Roadmap
Value Proposition of a Strategic Process Roadmap
Strategic alignment with IT’s Vision and Goals
End-to-end customer focus
Business Value Focus – Documentation of most urgent items
Long term 12 month rolling plan for investments of:
People: Staffing levels, required skills, training, communications
Process: Documentation, procedures, execution, improvements
Technology: Tool changes/updates, new requirements/capabilities
Vendor/Partners: Contracts, SLAs
Elimination of “pain points” executing the process
Improve effectiveness (customer value)
Improve efficiencies (cheaper, better, faster…)
Thorsten Manthey -

4. Establishing a Strategic Process Roadmap
Understand the Role of Process Owners and accept ownership.
Answer process Roadmap Questionnaire and Review Process Assessment findings.
Populate Strategic Process Roadmap Slide. 1 2 3
Process Assessment
Thorsten Manthey -

5. Accountability & Authority
Process Ownership
5-15%
Process Owner IS:
Accountable for the strategic direction and long term vision of the process
Accountable for the overall performance and results of the process
Responsible to define process scope and goals
Accountable to ensure support and commitment of resources
Responsible for identifying and managing a Process Manager
Expected to resolve conflicts over priorities in his or her domain
Expected to dedicate 5-15% of time to the process
Process Owner IS NOT:
Replacing managers of departments or line management responsibilities
The normal hierarchical "chain of command” within line management
Responsible for day-to-day HR activities and performance reviews
Replacing ongoing functional or operating-unit duties
Accountability & Authority
Thorsten Manthey -

6. Process Owner Accountabilities
Accountable for the strategic direction and long term vision of the process
Set short (6-12 month) and long term (1-3 years) process goals
Define current and future process maturity level to be reached
Accountable for the overall performance and results of the process
Set performance goals (SLAs, process output, quality metrics)
Define schedule for process maturity assessments
Define schedule for process audits (Compliance and execution)
Responsible to define process scope and goals
Define organizational and technical scope of process (Who and What should be included in the execution of the process?) Define clear Process goals.
Accountable to ensure support and commitment of resources
Provide funds ($), resources (people), vendor relationship (partners) and tools (product) to enable process execution
Responsible for assigning a Process Manager
Assign person that is responsible for the day-to-day execution, monitoring, reporting etc. and empower them to execute the process
Overview
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7. Roles - How We All Work Together
Process Sponsor, Owners, Managers and SMEs
The Process Sponsor is a thought leader and defines the IT service management vision & strategy and is accountable for the delivery of business value through IT service management
The Process Owner has the overall accountability, strategic direction and long term vision of the process they own
The Process Manager is responsible for the process definition, development, documentation, implementation, execution and improvement
Process Subject Matter Experts execute the process on a day-to-day basis and identifies process improvements
The Process Manager reports to the Process Owner (dotted line)
The Process Manager leads, supports and co-ordinates the process Subject Matter Experts
The SMEs report to the Process Manager (dotted line)
Thorsten Manthey -

8. Establishing a Strategic Process Roadmap
Process Goal & Vision
Process Owner(s)
Process Manager(s)
Set the strategic direction and long term vision, overall performance and results and define process scope and goals
Process Staffing
Process Owner(s)
Process Manager(s)
Ensure support and commitment of resources, knowledgeable staff, identifying and managing a Process Manager
Process Owner to coordinate
Process
People
Capability Roadmap
Kari Brey
James Bacon
Mark Schwartz
Establishing Capability Roadmap with input from EA, Process Owners and other sources.
Vendor Management
Ted Fournier
Ravash Amini
Peter Nugent
Vendor contracts, agreements and SLAs
Product 2
Partner
Process Assessment
Thorsten Manthey -

9. <Process name> - Topic 1 - Topic 2 - Topic 3
Q1 2014
Process
Task 1
Task 2
Task 3
People
Product (Technology)
Partners / Vendors
Q2 2014
Process
Task 1
Task 2
Task 3
People
Product (Technology)
Partners / Vendors
Q3 2014
Process
Task 1
Task 2
Task 3
People
Product (Technology)
Partners / Vendors
Q4 2014
Process
Task 1
Task 2
Task 3
People
Product (Technology)
Partners / Vendors
Build Strategic Process Roadmap
Thorsten Manthey -

10. Resources Establishing a Strategic Process Roadmap
Understand the Role of Process Owners and accept ownership
Answer process Roadmap Questionnaire and Review Process Assessment findings
Populate process Roadmap Slide 1 2 3
Process Assessment
Process Assessment
Reports
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11. Additional Slides
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12. Process Owner Life Cycle
Six phases a Process Owner must manage and direct
Align process vision with the IT, ITSM and business vision 1
Communicate
Training requirements
Process maturity level
Process audit compliance 2 6
Maturity goal (short/long term)
SLA & quality goals
Path To Success 3
Gap analysis & focus areas
Continuous improvement. 4
Reporting
Gap & maturity assessment 5
Thorsten Manthey -

13. Process Owner Accountabilities
Accountable for the strategic direction and long term vision of the process
Set short (6-12 month) and long term (1-3 years) process goals
Define current and future process maturity level to be reached
Accountable for the overall performance and results of the process
Set performance goals (SLAs, process output, quality metrics)
Define schedule for process maturity assessments
Define schedule for process audits (Compliance and execution)
Responsible to define process scope and goals
Define organizational and technical scope of process (Who and What should be included in the execution of the process?) Define clear Process goals.
Accountable to ensure support and commitment of resources
Provide funds ($), resources (people), vendor relationship (partners) and tools (product) to enable process execution
Responsible for assigning a Process Manager
Assign person that is responsible for the day-to-day execution, monitoring, reporting etc. and empower them to execute the process
Overview
Thorsten Manthey -

14. Establish Process Vision & Strategic Roadmap
Is there an approved Process document (Process Guide)? Process Audit?
What is the current process maturity? What is the Goal? Gaps?
Are there detailed procedures created? (e.g. for using the tools)
Does the process have defined KPIs and metrics that are reported on continuously?
People
Is there a Process Owner and Process Manager assigned?
Does the Process Manager have sufficient time to act as a Process Manager?
Is the Process Manager trained (an expert executing the process)
Are there SMEs identified executing the process across the organizations and do they have the right skills?
Product (Technology)
What tools are utilized when executing the process?
What tooling capabilities are needed to reach the process maturity goal?
Are required tools in line with Enterprise Architecture or is an approval required?
Are the tools alignment to process requirements we have now and future?
Partners
Who are the vendors/partners executing this process?
Are the vendors trained and have the right knowledge
Are SLAs defined fore each vendor?
Does future maturity level of the process require updated contracts / re-negotiations of exiting contracts?
The Process Owner is Accountable for asking these questions and define ACTIONS to be taken by the Process Manager
Identify Vision & Strategy
Ask Questions
Build Strategic Process Roadmap
Identify Actions
Process Vision & Strategic Roadmap
Establishing Process Implementation Strategy
Process Goals (what are the gaps?)
Thorsten Manthey -

15. Process Owner Accountabilities & Actions
Accountable for the strategic direction & long term vision of the process
Set short (6 month) and long term (1-3 years) process goals
Describe what are we trying to accomplish in the short term (6 month). Identify a number of key actions the Process Manager can take now!
Describe the long term vision of the process. What is the ultimate goal? Utilization of tooling, automation, integration to new/existing sources, quality goals, efficiencies etc.
Identify the key Critical Success Factors (CSF) and supporting KPIs (Process Guide)
Process Manager to start measure and report continuously
Define current and future process maturity level to be reached (CMMI based)
Perform a process assessment (Where are we now?) using the automated process assessment tool – Navvia. (Process Manager to execute and report back to Process Owner of current maturity level).
Identify future long term process maturity level to be reached based on ITSM Vision, IT Strategy, Service and customer needs.
Identify maturity gap. Develop an action plan and timeline for reaching the maturity level (What is required to fulfill the future maturity level - $, FTE, time, tools etc.).
Detailed Actions
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16. Process Owner Accountabilities & Actions
Accountable for the overall performance and results of the process
Set performance goals (SLAs, process output, quality metrics)
Identify SLA for the process (input to output timing) in support of Service Level Management
Agree on the output with your customers (content and format)
Identify process quality goals (process execution efficiencies e.g. time, FTE, $)
Define schedule for process maturity assessments
Establish a schedule when process assessments should be performed and reported. Using Navvia, an automated process assessment and reporting tool
This will establish current process maturity level
Define schedule for process compliance audits
Confirm compliance requirements (Industry and company requirements) as stated in the process guides (CobIT) and suggested controls within Navvia
Establish a schedule for compliance audits
Detailed Actions
Thorsten Manthey -

17. Process Owner Accountabilities & Actions
Responsible to define process scope and goals
Define organizational and technical scope of process (Who and what should be included in the execution scope of the process)
Which organizations should be included in the scope of executing this process? Complete IT organization? Parts of the IT organization? Parts of the business organization? Are there more than one process defined with a similar scope and objective?
Which systems and technologies are within scope? Server, Desktops, Mainframe, Network, Telecom etc. What can be excluded from the scope of the process?
How are scope exceptions managed within the process?
Detailed Actions
Thorsten Manthey -

18. Process Owner Accountabilities & Actions
Accountable to ensure support and commitment of resources
Provide funds ($), resources (people), vendor relationship (partners) and tools (product) to enable process execution
What resources/funding are required to mature the process to the future maturity level? Is process improvement sufficient (small incremental steps) or is process reengineering (completely new process design) required?
Are there specific funding and FTE requirements? Additional people, different skills required, training, certifications etc.
What requirements do we have on our vendors and partners to be able to reach the future maturity level? Are contract negotiations required? New SLAs to be established? Different skills? Vendor system integrations?
What technology (product) requirements and improvements are needed to reach future maturity level? New tools? Integration with existing tools and systems? Refinement of existing tools? Automation?
Detailed Actions
Thorsten Manthey -

19. Process Owner Accountabilities & Actions
Responsible for assigning a Process Manager
Assign person that is responsible for day-to-day execution, monitoring, reporting etc. and empower them to execute the process.
Does the person have enough time allocated to execute the process. A Process Manager could be allocated up to 100% to process execution.
Does the person have the right skills to execute and manage the process? Is training or certification required?
Does the person have the authority (management support) to execute the process across organizations?
Is the person empowered to participate in and contribute to and represent the process in the Process Manager Council (PMC)?
Detailed Actions
Thorsten Manthey -