The Chocolate Elephant Part 1: Business Process Management and IT Service Management

By Jim Kelly

Putting Information Technology first and the business second is putting the cart before the horse.

In most organisations, there seems to be a disconnect between the business and Information Technology, and in some regards, IT is looked on as the silver bullet that can be used to resolve all problems and issues. This has occurred due to Information Technology becoming so embedded in organisations and being required for the execution of most business processes.

It should be noted that Information Technology is a tool used to enable the execution of a business process. It is an important tool, but nonetheless, it is only a tool.

Organisations need to shift the focus back to the business and ensure that the technology they are using fits in with the requirements of their business processes. This will ensure that businesses become more efficient and effective and that they are only using and being supported for the technology that they require. Only in very exceptional circumstances, should a business process be altered to fit in with Information Technology.

• Language: English
• Publisher: Austin Macauley Publishers
• Release date: Mar 31, 2022
• ISBN: 9781398434899

Jim Kelly

Jim Kelly was born in Irvine, Scotland in 1967. He studied computing at Bell College of Technology in Hamilton and obtained a Higher National Diploma in Computer Studies. Jim has over 30 years’ experience working in Information Technology (IT) across many industry sectors including Defence, Finance, Utilities, and Local and Central Government. He has worked in Edinburgh, London and Wellington, New Zealand. More recently, Jim is focused on Business Process Management and IT Service Management best practices, rather than on the technical side. He has obtained a number of industry recognised ITIL certifications. Jim has dual UK and New Zealand Citizenship and today he resides on the Kapiti Coast in New Zealand with his partner Carmel and their rescue dog, Rizzo.

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About the Author

Jim Kelly was born in Irvine, Scotland in 1967. He studied computing at Bell College of Technology in Hamilton and obtained a Higher National Diploma in Computer Studies.

Jim has over 30 years’ experience working in Information Technology (IT) across many industry sectors including Defence, Finance, Utilities, and Local and Central Government. He has worked in Edinburgh, London and Wellington, New Zealand.

More recently, Jim is focused on Business Process Management and IT Service Management best practices, rather than on the technical side. He has obtained a number of industry recognised ITIL certifications.

Jim has dual UK and New Zealand Citizenship and today he resides on the Kapiti Coast in New Zealand with his partner Carmel and their rescue dog, Rizzo.

Dedication

To My Partner, Carmel

My partner, Carmel, for her support while writing the book and for reminding me, sometimes, of the reason that I wrote this book, which was to educate and help people to understand just how simple it can be.

Copyright Information ©

Jim Kelly 2022

The right of Jim Kelly to be identified as author of this work has been asserted by the author in accordance with section 77 and 78 of the Copyright, Designs and Patents Act 1988.

All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior permission of the publishers.

Any person who commits any unauthorised act in relation to this publication may be liable to criminal prosecution and civil claims for damages.

A CIP catalogue record for this title is available from the British Library.

ISBN 9781398434882 (Paperback)

ISBN 9781398434899 (ePub e-book)

www.austinmacauley.com

First Published 2022

Austin Macauley Publishers Ltd®

1 Canada Square

Canary Wharf

London

E14 5AA

Acknowledgement

Austin Macauley for seeing the potential of the book and for agreeing to publish it.

Preface

Wouldn’t it be great if you could go to an IT Service Management provider and say, Here you are, here is a list of all our business processes which have all been fully documented. Are you able to provide IT Service Management for all the processes that require IT, while leaving us to manage our business processes as well as our vision, strategy and culture?

The primary focus of this book is to aid businesses in properly documenting their business processes and ensuring that the business retains accountability and responsibility for these processes. IT Service Management providers should not look for companies to change their business processes to suit the IT. Instead they should provide advice on current and new technologies and how they can benefit the business but it is the decision of the business owners on whether to adopt this technology or not.

While documenting the processes it would also be a good time to take the opportunity to re-evaluate the current processes as well as looking to improve them.

As many processes require IT, a number of IT Service Management processes will be discussed to familiarise the reader with these processes. This will help in negotiations and partnerships with IT Service Management providers.

Many of the IT Service Management methodologies have created their own terminology which can be difficult for non-practitioners of that methodology to understand. This book will try and keep away from this terminology and use plain English wherever possible.

As internal IT departments and external IT Service Management providers have their own business processes, this book can be used to assist them in documenting their own processes. This book is intentionally concise, I do not want it to be a 300-page book that is purchased and then placed on a bookshelf without being read.

A Plumbing Example

If I turn on the hot water tap and the water is cold or if I flush the toilet and it does not work, I will check a few things to see if I can resolve the issue myself. If not, I will call a plumber after carrying out some due diligence in regard to their certifications and social media feedback. I will not call a plumber to turn on the taps or flush the toilet, that is my responsibility, and it also saves me money. I will also not expect the plumber to tell me when I can use the hot water tap or go to the toilet.

Introduction

In today’s world, most organisations are process-oriented. This helps to ensure that the tasks to complete the process are repeated in the same way each time the process is performed. This cannot be done reliably without proper process documentation.

Having a process document and the associated process procedures document will assist staff in performing all tasks in the procedures document in the correct order, thereby completing the process in the same way each time. Many processes rely on computer systems which need to be deployed, maintained, upgraded, replaced, etc. Organisations rely on either their own IT department or an external IT Service Management provider to look after the computer systems.

To obtain the best possible service from either their internal IT department or an external IT Service Management provider, it is vital that the business processes are documented, and that this information is shared with them.

The responsibility and accountability for the business processes must remain with the business. The IT department or external IT Service Management provider plays a very important role, but this is a supporting role. Their primary job is to ensure that the computer systems are available as and when required.

You do not employ an external IT Service Management provider to change your culture or strategy. The responsibility for these remain within the organisation.

Some IT Service Management providers make very little money performing IT Service Management. They make their money from projects such as upgrading existing systems, replacing legacy systems, and deploying new systems. It may make business sense to have the IT Service Management provider provide small-scale projects but for larger and more costly projects, these should be put out to tender. This, however, will lead to a third-party organisation that the business and the IT service provider will have to work with. The primary responsibility for the relationship will remain with the business and the business will ensure that the IT service provider and the third-party share all required information on a timely basis.

Change happens a great deal in terms of Business Change Management and IT Change Management. It should be clearly stated to whomever manages the computer systems that IT Change Management is a subset of Business Change Management. This is also true for IT Service Continuity Management in that it is a subset of Business Continuity Management.

Section 1

The Business

Chapter 1

Processes and Procedures

Business process owners, business process managers and the business staff who execute the processes should know the processes better than anyone else. Process improvements should be controlled through use of a Process Improvement Register.

What is a Process?

A process is a way of doing a repetitive task or tasks in the same way, each and every