Introduction to Processes and Functions

Introduction to Processes

• A process is defined as a logically related series of activities executed to meet the goals of a defined objective
• Consists of two kinds of activities:
1. The activities to realize the goal (operational activities concerned with the throughput)
2. The activities to manage these (control activities)
• The control activities make sure the operational activities (the workflow) are performed in time, in the right order
• Concerns about:
• Objectives of processes
• Relationships with other processes
• Inputs, outputs, outcomes
• Control activities
• Policies and standards
• Throughput
• Process owners
• Performance indicators


• Described using Procedures /Work instructions

Introduction to Service Lifecycle

What is IT Service Management?

IT Service Management(ITSM) is a set of specialized organizational capabilities used by a Service Provider.
It consists of:

• processes,
• methods,
• functions,
• roles and activities

Benefits of ITSM

Closing

Closure

• Project management activities do not end immediately after the product is completed
• The main purpose of closure is to formally end a project

Types of closure

• Closure activities can be categorized to 2 main types as below
• Administrative closure
• Product is formally accepted by customer
• All stakeholders have no more issues pertaining to the project
• Contract closure
• Relates to ending the work with the vendor