IT process optimization is a practice that goes well beyond programming techniques, software domains, and hardware knowledge.
It’s a strategic element for modern organizations, increasingly dependent on the use of information technology in their operations, in search of results.
In this context, the goal of IT process optimization has a much more predictive character than just providing technical support and answering calls.
On the contrary, IT process optimization must be idealized so that calls are increasingly unnecessary.
Situations of use and provisioning of systems and software must meet the needs of the company, even in contingency situations.
For this, it’s critical that IT managers see the organization’s strategic objectives and how they add value to the solutions the organization delivers to external and internal customers, so they’re always satisfied.
To help you better understand these factors, and how to successfully perform IT process optimization, we’ve selected some concepts and examples that will be very useful.
IT process optimization design: 3 examples
Read this definition carefully:
IT process optimization is the structured practice of indicating, on a proactive (and non-responsive) basis, the most appropriate ways of meeting the technological and informational needs of an organization, with the main objective of assisting it in the generation of value in a sustainable way.
How do you do this? IT process optimization should:
- Assess available technology resources
- Determine the organization’s current shortcomings in relation to the resources that constrain it from achieving its goals
- Implement these changes and optimizations in the IT dept. to reverse this
- Manage improvements in an integrated way
- Monitor results and assess the need for new IT process optimizations
- Answer calls if necessary, and find ways to minimize these occurrences.
The reality in practice is that most successful organizations and organizations in IT management use BPM process modeling to implement and manage, by always following ITIL methodology recommendations.
So, based on this premise, we’ll present 3 ITIL process models, commonly used in managing IT services, and show you how they can help your company deliver more value to your customers.
1- Managing changes with ITIL
When managing IT services, some changes will always be necessary as a natural consequence of IT process optimization.
The challenge here is to promote change so there is as little disruption as possible to IT service provision.
For this, ITIL allows for 6 agents, including 2 committees (one for emergency changes) that work in an integrated way:
- Change Initiator
- Advisory Council for Change
- Change Advisory Committee
- Change Manager
- Executor of Change
- Change Implementer
So, in order to understand the methodology better, ITIL recommends the use of this process, access this ready made diagram (just create a free account) and check out more details in the post below:
ITIL Change Management Process Flow
2- ITIL Incident Management
In managing the incident according to the ITIL methodology, the goal is, in addition, to quickly solving it, to create a knowledge base so that these incidents can be avoided in the future.
Therefore, it aims to give quick answers, should they recur, because the system documents effective solutions.
For this, the ITIL methodology of IT service management provides 6 steps:
- Incident Detection
See all the details of this flow, by accessing this ready and editable diagram (just create a free account) and by reading another post on our blog.
3- ITIL Service Desk Process workflow
In addition to managing changes and addressing incidents, many other activities make up the management of IT services. Among them, we shouldn’t fail to mention customer service, (the Service Desk) which also has an ITIL methodology recommended workflow.
The flow starts with the opening of the call, which can pass through 2 levels of support. It is only finished when the user who opened the call confirms the resolution of the problem.
Access this complete flow here (just create a free account) and see more details in this article: Check out the details of the ITIL Service Desk Process Flow: Efficient Incident Management!
Of course, these process flow templates should be tailored to the reality of your company’s information technology services management, which you can do with ease because they’re completely editable.