The information on this page will help you successfully implement a comprehensive IT Process Governance framework for your IT Service Management processes.
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Document the IT Process Governance framework in the IT Process Management and Governance Guide which is your detailed reference guide of IT Process Management and IT Process Governance.
Use this guide for the following:
The key process roles that must be assigned for each process within the IT Process Governance framework are:
For a full and detailed description of these roles and what they are responsible and accountable for and how they work together is presented in the Establishing IT Process Governance PowerPoint presentation.
The two most important governance councils are the Process Manager Technical Review Council (PMTRC) and the Process Owner Architecture Council (POAC).
The Process Manager Technical Review Council (PMTRC) is Responsible for optimized process execution and communication and integration between processes. The PMTRC meets regularly with a standard agenda. A PMTRC Charter document must be established to set the “ground rules” for the PMTRC that all PMTRC members must agree on. Minutes and action points from each meeting is captured and communicated to all members.
The Objectives of the Process Manager Technical Review Council (PMTRC) is:
The Process Owner Architecture Council (POAC) is Accountable for the strategic direction and vision of the IT process and ITSM platform within the IT organization. The POAC reviews both short (6-12 months) and long term (1-3 years) strategic process goals in line with Enterprise Architecture directions. The POAC reviews and synchronizes the Strategic Process Roadmap continuously and makes sure they are driving process maturity and compliance. A POAC Charter document must be established and minutes and action points from each meeting is captured.
The Objectives of the Process Owner Council (POAC) is:
An imperative of governing the ITSM processes is to establish a long term plan, as well as a Strategic Process Roadmaps for each process. The Strategic Process Roadmap is a 3-year plan for each process focusing of the following domains: People, Process, Product (Technology) and Partners. The Process Owner is responsible to establish the road map and it is a crucial tool to manage the long term vision of the process.
The IT Service Governance framework is intended to facilitate IT's provision of quality IT services to the business based on business needs, market requirements and IT capabilities and is complemented with the IT Process Management and Governance Guide.
It is imperative for a program or project to have a structured Change Management plan. With successful technology implementation, designed processes and vendor/partner contracts is place many project still struggle to be successful. The missing "glue" is the people side of the implementation and the change each individual has to go through that must be managed. A structured Cultural Change Management plan is critical to be successful.