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 12-month rolling high level plan for each process focusing of the following 4 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.
  • Drive the strategic direction and long term vision of IT Service Management
  • Establishes Process Maturity goals and coordinated process performance goals between the ITSM processes
  • Evaluation of process audits and process maturity assessments, report results to senior IT management
  • Identify strategic cross organizational / functional opportunities to improve processes, ITSM tool investments, personnel and vendor relationships.
  • Meets regularly (Monthly initially, quarterly when well established)
  • 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.

IT Process Governance is making sure that:


IT Service Governance

IT Process Management and Governance Guide

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:
  • 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…

Thorsten Manthey - ITIL Expert, Governance & Change Champion 

Governance Templates and Presentations

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:

Why is Process Governance Important?

The Process Manager Council is Responsible for optimized process execution and communication and integration between processes. The PMC meets regularly with a standard agenda. A PMC Charter document must be established to set the “ground rules” for the PMC that all PMC members must agree on. Minutes and action points from each meeting is captured and communicated to all members. 

​The Objectives of the Process Manager Council (PMC) is:

  • Establishes clear Ownership of and Accountability for a process​
  • Defined Roles and Responsibilities
  • Provides consistent processes execution across the IT organization and between vendors and partners
  • Establish an Escalation Paths to enable speedy and fair resolution
  • Provides control over the processes that provide IT managers with improved levels of control over their IT environment
  • Sets strategic and long term IT Service Management goals
  • An opportunity to put the IT organization in a more advanced position to align with business priorities.

Process Owner Council

  • Process Sponsors, Process Owners and Process Managers have been assigned
  • ​Reporting structures are in place
  • Escalation paths have been established
  • Roles have been defined, identified and assigned
  • Accountabilities and Responsibilities identified for each role
  • Meetings and Councils have been established.
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.

Strategic Process Roadmaps

Process Manager Council

  •  ​​Communication and Change Management Plan Articla (PDF)
  • Creating a Communication Plan (Word)
  • ADKAR (web page)
  • ​John P. Kotter - The 8-step process for leading change (web page)
  • ​WHO-HOW-WHAT Develop a Communication and Training Plan (WordExcel)
  • ​​WHO-HOW-WHAT Data TEMPLATE (PowerPoint) 
The key process roles that must be assigned for each process within the IT Process Governance framework are:

Establishing Strategic Process Roadmaps, itSMF Expo 16, Sweden, Stockholm (PPT, Templates)
Establish a Comprehensive Process Governance Framework, FUSION 13 presentation (PDF; Voice Recording)
​​Establish a Comprehensive Process Governance Framework, ThoughtRock (Video)
Establish IT Process Governance (PowerPoint)
Establish IT Service Governance (PowerPoint)
​PMC Charter template (Word)
POC Charter template (Word)
PMC and POC member template (Excel)
​IT Process Management and Governance Guide (Word)
IT Service Governance Guide (Word)
Strategic Process Roadmaps (PowerPoint)
Workbook to Establish Strategic Process Roadmaps (Excel)
​Strategic Process Roadmap template (PowerPoint)
IT Service Offering Catalog template (Word)
Requestable Offering vs. Service Offering (PDF)
Communication and Change Management Plan (News article)
Creating a Communication Plan (Word)
​Assess or Get Lost (itSMF Canada National Newsletter article - PDF)

  • 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
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.

Cultural Change Management Plan

  • A communication and escalation forum for Process Managers
  • ​​To resolve process issues across organizations and vendors to ensure that processes are consistently executed
  • Oversee integration and coordination of process and tool improvements
  • Identify cross organizational / functional opportunities to improve processes
  • Become an instrument when implementing IT Service Management within the IT organization
  • Meets regularly (biweekly)

IT Process Governance Implementation

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 Council (PMC) and the Process Owner Council (POC).

The Process Owner Council (POC) is Accountable for the strategic direction and vision of the IT process within the IT organization. The POC reviews both short (6-12 months) and long term (1-3 years) strategic process goals in line with Enterprise Architecture directions. The POC reviews and synchronizes the Strategic Process Roadmap continuously and makes sure they are driving process maturity and compliance.
A POC Charter document must be established and minutes and action points from each meeting is captured. 

The Objectives of the Process Owner Council (POC) is: