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"

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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

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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

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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

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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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- 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