Process Governance

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The information on this page will help you successfully implement a comprehensive IT Process Governance framework for your IT Service Management processes. 

I am providing you with the following:

• Helpful templates and comprehensive documentation you can customize (Word, PowerPoint, Excel)
• “ready to use” PowerPoint presentations (You can edit and customize based on your needs)
• Lessons learned and what to focus on to be successful
• Cultural Change Management information
• Process Governance and Service Governance information
• and much more…

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:

• As a detailed reference guide that establishes the foundation and rules of your IT Process Governance establishment. If someone asks for the details you have it documented here.
• ​Extract relevant information into PowerPoint presentation based on specific topic, the audience and level of maturity of your organization. Overview PowerPoint presentations is what most people will be exposed to but this document is the comprehensive source.
• Management agreement, this is what we are striving for – management approves and signs this document. This provides a “go-ahead” for implementation and the power to enforce the rules defined.

The key process roles that must be assigned for each process within the IT Process Governance framework are:

• Process Sponsor: Thought leader and defines the IT Service Management vision and strategy and is accountable for the delivery of business value through IT Service Management.
• ​Process Owner: Accountable for the strategic direction and long term vision of the process.
• Process Manager: Responsible for the process definition, development, documentation, implementation, execution and improvement
• Process Subject Matter Expert: Executes the process and represents his/her organization/ department/ group or function during execution and improvements

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).

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.

• Establish a Strategic Process Roadmap
• ​Workbook to Establish Strategic Process Roadmap
• Strategic Process Roadmap template

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.

• Communication and Change Management Plan Article (PDF)
• ​Creating a Communication Plan (Word)
• ​ADKAR (web page)
• ​John P. Kotter - The 8-step process for leading change (web page)
• ​WHO-HOW-WHAT - A structures approach establishing a Communication and Training Plan (Word; Excel)
• ​​WHO-HOW-WHAT Data TEMPLATE (PowerPoint)