ITSM and ITIL

ITIL Foundation: Characteristics of ITIL Processes

Last week, I took you on a journey into the world of ITIL processes. It is exciting to play with processes, isn’t it?

Today, I am going to divulge the characteristics of what makes a process complete and objective based.

Remember that the following characteristics are common across all ITIL processes.

Popularly in ITIL lingo, it’s referred to as the 4 characteristics of ITIL processes:

1. Processes are measurable

Each process meets certain objectives. They are meant to be effective and efficient. Measuring a process will give you an indication on how effective and efficient a process is.

2. Processes deliver specific results

I will repeat again – every process meets certain objectives. Meeting objectives refers to delivering outputs as desired – specific and as defined. A process that cannot deliver results as designed is a failed one, and must be redesigned.

3. Processes have customers or stakeholders

There is somebody at the end of the line who is getting benefitted out of a process – be it a customer or somebody who has a stake in it. Let me put it this way – you cannot have a process which is orphaned with nobody to take accountability for. This customer or stakeholder is the person to be happy with the outcome as defined in the second characteristic.

4. Processes respond to specific events

Go back to my post on introduction to ITIL processes. You will read that there is a specific trigger that sets the process in motion. Without it, the process will cease to go through the motions. The triggers are referred as specific events in this characteristic.

If you are entrusted with developing ITIL processes, be sure to read this post and follow it to the word. As long as your process has the objective in focus, you are not going to go wrong in the design of it.

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