Generic Process Improvement

and Requirements Outline

 Review Existing Process

 Scope and Description: Overview statement of the process’ intent

 Outputs/Objectives: End-state for the activities done by the process, artifacts produced, etc.
 Customers/Value created: The value gains by customers of the process, from their perspective
 Impacting policies: Structural limitations or demands of the company
 Currently:
 What works well
 Weaknesses/problem areas

Detailed Design of Improved Process

 Triggers: What initiates the activities in the process?

 Flow and key activities (sequence and dependencies)
 Normal Process: If everything went perfectly, this is how it would occur
 Decision points: Where in the process must decisions be made? Can these be automated?
 Sub-processes: Are there activities that must occur outside of the process that we do not have
insight into?
 Exceptions: How do we handle missing data or other gaps?
 Data flow: Review the data needed to perform the process, where it comes from, and how it
moves between process participants
 Forms & fields: Determine how many forms and which forms are needed to support the
process, how they and the fields on them might be arranged (include related lists)
 Use cases: Discuss typical use cases to determine if the process has been defined in sufficient
detail
 Roles and responsibilities
 Participants: Determine all participants that execute tasks in the process, including sub-
processes
 Skills and capabilities: Are there any special skills needed to perform tasks in the process,
including licensing or certifications?
 RACI Matrix
 Resources used/consumed: What materials are used or consumed during the processes execution?
What would be the impact of not having them? Is their replenishment understood?
 Constraints: What constraints exist that may restrict the performance of the process? Examples
include work schedules, legal limitations, access to data, etc.
 Outputs: What are the final deliverables of the process to the end user/customer? How are we sure
what was delivered met expectations?
 Integrations
 With other processes
 With other systems
 Risks: What other threats to process performance may exist?

Define Process Rules

 Categorization/classification schemes: for reporting, metrics, and assignment

 Prioritization: To help ensure we are working on the proper tasks

2
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 Assignment (swim lanes): Are there restrictions or other rules regarding task assignment?
 Groups
 Individuals
 Approvals: Are there points in the process where approvals must be obtained before work can proceed?
(Should overlap with Decision Points above)
 Process/workflow states (value and description): How do we track work progress through the process so
that we know when impediments have occurred?
 Notifications: At what point (and to whom) should notifications occur?
 Triggers and Schedules
 Content
 Escalation
 SLAs: Are there performance agreements (or informal expectations) in place that will influence the end
user/customer’s perception of process performance?

Determine the Transition Needs for Moving from Current to New Business Processes

 What organizational, political, capabilities, or other issues might prevent the success of the newly
designed process?

 See Communication & Training Plan Examples Document

Define Process Governance

 KPIs
 Reports
 Dashboards

3
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ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other
countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
Table of Contents
Instructions: .......................................................................................................................................................................4
Generic Process Improvement and Requirements Outline Tables .......................................................................5
Detailed Design of Improved Process .........................................................................................................................6
Define Process Rules .......................................................................................................................................................9
Determine The Transition Needs For Moving From Current To New Business Processes .................................10
Define Process Governance .......................................................................................................................................11

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4
© 2018 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other
countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Generic Process Improvement and Requirements Outline Tables

Review Existing Process Status

Existing Status Pros Cons Not Updates Almost
Process Working Required Ready

Scope and Overview statement

Description of the process’ intent

Outputs/ End-state for the

Objectives activities done by the
process, artifacts
produced, etc.

Customers/ The value gains by

Value customers of the
Created process, from their
perspective

Impacting Structural limitations

Policies or demands of the
company

5
© 2018 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other
countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Detailed Design of Improved Process Maturity Level
Not Updates Almost
Process Design Actions Taken to Design
Working Required Ready

Triggers What initiates the

activities in the process?

Flow And Normal Process: If

Key everything went
Activities perfectly, this is how it
(Sequence would occur
And
Dependen Decision points: Where
cies) in the process must
decisions be made?
Can these be
automated?

Sub-processes: Are
there activities that must
occur outside of the
process that we do not
have insight into?

Exceptions: How do we
handle missing data or
other gaps?

Data flow: Review the

data needed to
perform the process,
where it comes from,
and how it moves
between process
participants

Forms & fields:

Determine how many
forms and which forms
are needed to support
the process, how they
and the fields on them
might be arranged
(include related lists)

6
© 2018 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other
countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Not Updates Almost
Process Design Actions Taken to Design
Working Required Ready

Use cases: Discuss

typical use cases to
determine if the process
has been defined in
sufficient detail

Roles And Participants: Determine

Responsibili all participants that
ties execute tasks in the
process, including sub-
processes

Skills and Capabilities:

Are there any special
skills needed to perform
tasks in the process,
including licensing or
certifications?

RACI Matrix

Resources What materials are used

Used/ or consumed during the
Consumed processes execution?

What would be the

impact of not having
them?

Is their replenishment
understood?

Constraints What constraints exist

that may restrict the
performance of the
process? Examples
include work schedules,
legal limitations, access
to data, etc.

Outputs What are the final

deliverables of the
process to the end
user/customer?

7
© 2018 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other
countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Not Updates Almost
Process Design Actions Taken to Design
Working Required Ready

Outputs How are we sure what

was delivered met
expectations?

Integrations With other processes?

With other systems?

Risks What other threats to

process performance
may exist?

8
© 2018 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other
countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Define Process Rules Maturity Level
Rules To Define Purpose Actions Not Immature Mature
Taken To Defined Definition Definition
Define

Categorization/Classificati
on Schemes

Prioritization

Assignment (Swim Lanes)

Approvals Are there points in

the process where
approvals must be
obtained before
work can
proceed? (Should
overlap with
Decision Points
above)

Process/ How do we track

Workflow States (Value work progress
And Description) through the
process so that we
know when
impediments have
occurred?

Notifications

SLAs Are there

performance
agreements (or
informal
expectations) in
place that will
influence the end
user/customer’s
perception of
process
performance?

9
© 2018 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other
countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Determine The Transition Needs For Moving Transition Status
From Current To New Business Processes
Possible Issues Presented Not In Progress Cleared
Obstacles Vetted
Yet

Organizational *Insert potential issues presented by

respective obstacles.

Political

Capabilities

Resources

Other

Other

10
© 2018 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other
countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
 Define Process Governance Maturity Level
Examples Of Current Goal How To Get Not In Progress Clearly
Governanc Definition There Defined Defined
e

KPIs *Insert *Insert *Insert

examples of examples of examples of
current goal, clear process to
definition and definition define
understanding and what governanc
within that looks e.
organization. like within
organization.

Reports

Dashboards

11
© 2018 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other
countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.