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.
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.
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
A communication and escalation forum for Process Managers
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:
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:
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).
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.
The key process roles that must be assigned for each process within the IT Process Governance framework are:
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.
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 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:
Process Sponsors, Process Owners and Process Managers have been assigned
Establishes clear Ownership of and Accountability for a process
Helpful templates and comprehensive documentation you can customize (Word, PowerPoint, Excel)
Thorsten Manthey - ITIL Expert, Governance & Change Champion
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)