C: Process documentation templates
When designing a new or revised process for any of the Service Management processes, it is recommended that
a process specification or framework be produced. The specification should be kept at a fairly high level, but it
needs to detail the scope and interfaces of the process. More detailed procedures and work instructions will also
be needed to ensure consistency of the process and its application. The typical contents of a Process Framework
or Specification are:
- Process name, description and administration
(documentation administration: version, change
control, author, etc.)
- Vision and mission statements
- Objectives
- Scope and terms of reference
- Process overview:
- Description and overview
- Inputs
- Procedures
- Activities
- Outputs
- Triggers
- Tools and other deliverables
- Communication
- Roles and responsibilities:
- Operational responsibilities
- Process owner
- Process members
- Process users
- Other roles
- Associated documentation and references
- Interfaces and dependencies to:
- Other SM processes
- Other IT processes
- Business processes
- Process measurements and metrics: reviews,
assessments and audits
- Deliverables and reports produced by the process:
- Frequency
- Content
- Distribution
- Glossary, acronyms and references.
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