How To Document An ITIL Process, Introduction

Jeffrey Tefertiller

15 Jul 201703:49

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

00:00

📚 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

Service Management Leadership refers to the guidance and oversight provided by individuals in charge of service management operations. It is central to the video's theme as the channel is dedicated to discussing leadership topics across various domains including I.T. In the script, Jeffrey Tiefertiller emphasizes the channel's focus on leaders in service management, indicating its importance in the context of I.T. service management.

💡ITIL Process

The ITIL (Information Technology Infrastructure Library) process is a framework of practices for IT service management. The video series aims to document these processes in a standardized and productive manner. The script mentions 'how to document an ITIL process,' highlighting the importance of proper documentation for effective IT service management.

💡ITSMF

ITSMF stands for IT Service Management Forum, which is a community for IT service management leaders to engage in discussions and share knowledge. The video script references a white paper posted on ITSMF, indicating its role as a valuable resource for the video's content and the broader IT service management community.

💡Scope

In the context of the video, 'scope' refers to the extent or range of the IT process documentation. Jeffrey distinguishes between project deliverables and process deliverables, emphasizing the need to define the scope of documentation to ensure it covers all necessary aspects of the IT process.

💡Quality

Quality, in relation to the video, pertains to the standard and effectiveness of the IT process documentation. The script discusses the importance of creating documentation that is 'productive and standardized,' indicating that high quality is essential for the documentation to be useful in practice.

💡Process Implementation Document

A Process Implementation Document is a detailed guide that outlines how a specific IT process should be carried out. The video aims to discuss how to document ITIL processes in such a way that the documentation is both comprehensive and practical. The script mentions this term as part of the discussion on the scope and quality of the documentation.

💡Standards

Standards in the video script refer to the established criteria for measuring the effectiveness and consistency of IT processes. Jeffrey mentions three types of standards, indicating that different levels of documentation detail are acceptable depending on the standard or expectation set for the process.

💡Project Deliverables

Project Deliverables are the tangible outputs or results expected from a project, such as requirements or a project plan. In the script, Jeffrey differentiates between project deliverables and process deliverables, emphasizing the need to clearly define what each entails for effective IT service management.

💡Process Deliverables

Process Deliverables are the outputs specific to the IT process, such as SLAs (Service Level Agreements), OLAs (Operational Level Agreements), and work instructions. The script uses this term to illustrate the distinction between general project outcomes and the specific outcomes related to the IT process being documented.

💡Documentation Levels

The video script discusses three levels of documentation: advanced, average, and basic. These levels determine the amount of detail included in the IT process documentation, ranging from comprehensive to minimalistic. Jeffrey explains that it's acceptable to have basic documentation if that meets the expectation, which is a key point in the discussion on how to document IT processes efficiently.

💡Efficient Communication

Efficient Communication in the context of the video refers to the ability to convey the IT process documentation in a clear and concise manner. Jeffrey encourages thinking about how to document a process so that it can be communicated efficiently, which is essential for ensuring that the documentation is accessible and understandable.

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.