So when you design processes your goal is that the processes support the professionals to help them to create great services. It’s not the first role of process management to control the professionals but first facilitate them with prepared flows, supporting tools, training and advise. Many process models and there supporting ITSM tools are too complex to handle, they do not support the professional. And therefore not the delivery of excellent IT services.
Does it support?
So when you notice that professionals are avoiding the processes and tools, the first question is why? Is the model holisitic? Easy to explain and apply? Supportive for the job? Does it support the creation of the desired level of service?
Get everyone on board
People, Process and Product should co-operate closely to realize the expectations of the customerIf your process is really supportive designed it will become much easier to get everyone on board.So, keep it simple, but complete.
of People and Process,
architect of the ISM Method)