How To Document An ITIL Process, Introduction
Summary
TLDRIn this episode of the 'Service Management Leadership' YouTube channel, Jeffrey Tiefer introduces a series on documenting ITIL processes effectively. He discusses the importance of distinguishing between project and process deliverables and outlines three levels of documentation detail. Jeffrey emphasizes the need for clarity and efficiency in process communication, inviting viewers to engage with the series for valuable insights on IT service management.
Takeaways
- 😀 The channel 'Service Management Leadership' is dedicated to leaders in various fields, including General, IT, and IT Service Management topics.
- 📚 The video series is about documenting ITIL processes in a way that ensures longevity, productivity, and standardization.
- 📝 The series is adapted from an ITSMF (IT Service Management Forum) white paper, which is a resource for ITSM leaders and good discussions.
- 🔍 The focus is on how to document processes effectively, distinguishing between project deliverables and process deliverables.
- 📋 Project deliverables may include requirements and project plans, while process deliverables could be SLAs, OLAs, policies, work instructions, and process design.
- 📚 There are three levels of documentation: advanced, average, and basic, each with varying levels of detail and comprehensiveness.
- 📝 Advanced documentation includes all process documentation in full detail, average documentation has a mix of full and limited details, and basic documentation is minimalistic with only essential information.
- 📝 The goal is to communicate the process as efficiently as possible, focusing on the process side rather than the project side.
- 🔑 The importance of understanding the sequence of what needs to happen in the process, from start to finish, is emphasized.
- 👥 The channel encourages viewers to explore other videos, like, share, subscribe, and provide feedback, including disagreements, to foster learning and discussion.
- 🔗 Jeffrey Tiefert, the host, invites viewers to connect with him on LinkedIn for further engagement and to share experiences.
Q & A
What is the purpose of the 'Service Management Leadership' YouTube channel?
-The 'Service Management Leadership' YouTube channel is dedicated to leaders of all types, focusing on General leadership topics, I.T leadership topics, and I.T service management leadership topics.
What is the main topic of the video series that Jeffrey Tiefer Tiller introduces in the transcript?
-The main topic of the video series is about how to document an ITIL process in a way that is long-lasting, productive, and standardized.
What does ITSMF stand for and why is it mentioned in the transcript?
-ITSMF stands for 'IT Service Management Forum'. It is mentioned as a great place for ITSM leaders and service management leaders to engage in discussions.
What are the two main aspects Jeffrey wants to discuss regarding the documentation of ITIL processes?
-The two main aspects are the scope and quality of the process implementation document and the three types of standards.
What is the difference between project deliverables and process deliverables according to the script?
-Project deliverables could include requirements and a project plan, while process deliverables may consist of SLAs, OLAs, process policies, work instructions, and process design reporting.
What are the three levels of documentation mentioned in the transcript?
-The three levels of documentation are advanced, which contains all process documentation in full detail; average, which has some documentation in full and some very limited; and basic, which includes only essential process documentation with minimal detail.
Why is it acceptable to have a basic level of documentation for an IT process according to Jeffrey?
-It is acceptable to have a basic level of documentation if that is the expectation and if it communicates the process efficiently with as little detail as possible.
What does Jeffrey suggest when considering how to document a process?
-Jeffrey suggests thinking about the process side, not the project, and focusing on what needs to happen first, next, and all the way through to the last step.
How does Jeffrey encourage viewers to engage with the channel's content?
-Jeffrey encourages viewers to look around at other videos, like or share the video, subscribe to the channel, and leave feedback, even if they disagree, as he is open to learning from their experiences.
What platform does Jeffrey mention for further professional connection and discussion?
-Jeffrey mentions LinkedIn as a platform for further professional connection and discussion.
What is the intended outcome for the viewers of this video series on documenting ITIL processes?
-The intended outcome is to provide value to the viewers by helping them understand how to document ITIL processes effectively and to enhance their knowledge on the subject.
Outlines
📚 Introduction to IT Process Documentation Series
Jeffrey Tiefert welcomes viewers to the 'Service Management Leadership' YouTube channel, which focuses on leadership topics across general, IT, and IT service management. The video introduces a series on documenting ITIL processes, adapted from a white paper by the IT Service Management Forum (ITSMF). The channel is a resource for ITSM leaders and aims to discuss how to document processes effectively, ensuring they are long-lasting, productive, and standardized. The series will differentiate between project and process deliverables, such as SLAs, OLAs, process policies, and work instructions, and will explore different levels of documentation detail, from advanced to basic.
Mindmap
Keywords
💡Service Management Leadership
💡ITIL Process
💡ITSMF
💡Scope
💡Quality
💡Process Implementation Document
💡Standards
💡Project Deliverables
💡Process Deliverables
💡Documentation Levels
💡Efficient Communication
Highlights
Introduction to the YouTube channel 'Service Management Leadership' dedicated to various leadership topics.
Announcement of a new series on documenting ITIL processes.
The series is adapted from an ITSMF white paper.
ITSMF is recommended as a resource for ITSM leaders and service management leaders.
Focus on documenting ITIL processes in a way that is long-lasting, productive, and standardized.
Differentiating between project deliverables and process deliverables.
Project deliverables may include requirements and project plans.
Process deliverables may consist of SLAs, OLAs, process policies, work instructions, and process design.
Three levels of documentation: advanced, average, and basic.
Advanced documentation includes full details of all process documentations.
Average documentation has a mix of full and limited documentation.
Basic documentation is minimalistic, containing only essential process documentation.
The importance of communicating processes efficiently.
Reviewing the process side rather than the project side.
Understanding the sequence of what needs to happen in the process.
Invitation to engage with other videos on the channel.
Encouragement to like, share, subscribe, and provide feedback on the video.
Openness to learning from the audience's experiences and feedback.
Invitation to connect on LinkedIn for further discussion.
Closing with well-wishes for the audience's day.
Transcripts
hello this is Jeffrey tiefer tiller
welcome back to our YouTube channel
service management leadership
this channel is dedicated to the leaders
of all types General leadership topics
I.T leadership topics and I.T service
management leadership topics
and so today's video is the first in a
series that I wanted to create about how
to document an Ito process
this series was adapted from an I.T
service management forum itsf
itsmf for sure
a white paper that was posted in that
form
itsmf is a great place for many itsm
leaders service management leaders
good discussion so let's move on what
did what do we want to look at in this
this series and we want to look about
how to document this process any ITIL
process how do we want to document in a
way that
lives long is productive is standardized
all that fun stuff
so I want to look at two things I want
to talk about the scope and quality of
the process implementation document
and the three types of Standards first
of all
let's separate out many times when
there's an itsm project we have to
separate out what our project
deliverables
and what are process deliverables does
that make sense
does your project deliverables could be
requirements project plan all that fun
stuff our process deliverables may be
slas ola's process policy work
instructions process design
reporting all that fun stuff
and so we need to make sure we
differentiate between the two but there
are three levels of documentation that
we need to discuss there's the advanced
level of documentation that contains all
process documentations in Full full
detail
there's the average documentation that
has the process documentation some
documentation is in full and some may be
very limited and then there's the basic
it is okay to be basic it's okay to be
minimalistic on your process
documentation if that's the expectation
if that is the expectation no problem it
only has essential process documentation
as little detail as possible how can we
communicate this process as efficiently
as possible and so as an introduction I
want us to think about if we're
documenting a process how do we do so
and we're looking at the process side
not the project just to review and we
want to know
what needs to happen what needs to
happen first next and all the way
through last
so stick with us through this the series
hopefully it's uh it's a value to you
please look around at some of our other
videos
we have several hundred out there on all
types of topics like or share this video
subscribe to our Channel leave me
feedback even if you disagree I'd love
to hear from you I'm open to learning
from you and your experiences and feel
free to connect with me on LinkedIn I
hope you have a great great day bye
foreign
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