How To Document An ITIL Process, Introduction

Summary

In 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.