ARQuest: Answering the Right Question :: IT Service Management

For the coaching of the implementation of processes, there is a recognizable design. Think before you act:

Definition of the requirement, perception of the process by IT management and client and users
Assessment of the existing way of working
One or more workshops in order to model the process
The process description
Implementation of tools to execute the process
Informing and communication towards the different involved parties
Starting the execution of the process

There are different approaches possible for different target groups:

Coaching the project leader who has to implement a process or an ITIL organisation
Supporting the process manager and process co-operators by clarifying the goals and helping realise them
Supporting line management who often experience the responsibilities and authorities of a process as a crossing of their domain.