Post on 15-Feb-2017
Our approach to process mapping and performance results
SDC Event - Diana Leggott and Chris Jones
Bournemouth University
"Creating the most stimulating, challenging and rewarding university experience in a world-class learning community by sharing our unique fusion of excellent education, research and professional practice and inspiring our students, graduates and staff to enrich the world"
Picture of BU
Initial Assessment
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2.592.22 2.29
2.65
2.162.58
2.292.02
3.4
Process Mapping
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Process Mapping
- SDI assessment score for processes and procedures 2.16- Some processes missing- Inconsistencies in documentation format / style / location- Not easy to find
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Process Mapping
Preparation:- Perform gap analysis of existing processes and procedures
- Found existing documentation was a mixture of both process and procedure- Agree clear distinction over policy / process / procedure- Creation of process and procedure templates
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PurposeTriggersProcess ActivityRoles & ResponsibilitiesMeasurements & ReportingRelated Documents
GlossaryDistributionVersion HistorySign Off RecordReview DateOwner
Process Mapping
Wha
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Procedure
A fixed step-by-step set of activities that must be followed in the same order to correctly perform a task
ProcessA flow of related activities and decisions that produce a specific service or product
PolicyClear, simple statements of how the organisation intends to conduct its services, actions or business
Process Mapping
Creation of Flow Diagrams:- Meet with all interested parties to create- Use whiteboard / post-its / cards to draft- Use list of procedures from SDI as basis
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Process Mapping
Creation of Documents:- Place flow diagram into document and add detail (but not procedure steps)- Create related procedures- Ensure documentation is easy to access
Wha
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Process Mapping
- All process and procedures documented- All processes and procedures scheduled for annual review- All documentation of consistent standard- All documentation categorised within knowledge base- All documentation easy to find from ITSM tool- Templates adopted across IT Services- Score for processes and procedures increased from 2.16 to 3
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Process Mapping
- Using Lean methodology to review and streamline processes- Lean is a systematic method for the removal of waste from processes
- Expanding process flows into standard request offerings- Building workflows into ITSM tool
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Performance Results
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Performance Results
- SDI assessment score for performance results 2.02- No link between KPIs & strategy- Targets unachievable / missing / un-necessary- Reports too granular- Lack of focus- Lack of buy-in
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KPIs
Vision
Mission
Goals
Performance Results
Determine What to Report:- Strategy should feed down into CSFs, KPIs, & Measurements- SDI defines specific KPIs that should be measured – need to fit these into
strategy- Need to set SMART targets- Set date for review of KPIs and targets- Agree audience for each KPI
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Performance Results
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KPI
A metric used to evaluate factors that are key to the success of an organization
CSFA critical factor or activity required for ensuring the success of a company or an organization
GoalThe planned objectives that an organization strives to achieve in order to support its mission
Performance Results
Determine Process to review:- Introduce summary report, with trends- Create process for reviewing breaches and poor trends with key
stakeholders- Add detail to summary report, and initiate actions to address (using CSI)- Publish report to agreed audiences- Track previous actions to ensure suitable- Provide overall summary to executiveW
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Performance Results
- SDI score for performance results increased from 2.02 to 3.11- Reports produced, analysed and published every month- Actions instigated from reports, and progressed- Report tailored for different audiences- Process owners and team leads involved, with agreement on targets- Performance improving
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Performance Results
- Improve current performance to a point where we can introduce more stretching targets
- First regular review of all KPIs & targets- Develop reporting to meet requirements of SDI2016 standard- Introduce proactive reporting to direct focus for attaining monthly targets- Publicise reporting published to end users
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Audit Results
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2.82
2.673 2.91 3 2.92
3.363.11
3.6
AssessmentAudit
Certification
Bournemouth UniversityYour score this assessment is 3.03
Benefits
- Increase in Service Desk job satisfaction - Increased engagement with end users- Increased engagement with Service Operations staff- CSI programme implemented- All processes and procedures documented consistently- Average incident resolution time decreased- Increased % of incidents resolved within SLA- Increased % of incidents resolved at First Point of Contact- Increased & of incidents resolved at first line- Reduced incident & request backlog
The Journey Continues…
- Publish Service level targets- Develop SLAs and OLAs- Review configuration and asset management process- Promote the role and value of the Service Desk- Publish Service Improvement initiatives & statistics- Promote the use of Knowledge across all support teams- Continue with the implementation of Bomgar ......Ne
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Any questions?
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dleggott@bournemouth.ac.ukcjones@bournemouth.ac.uk