EVENT FILMING | FEATURES | RESEARCH | HEAD TO HEAD | CASE STUDIES | ROUNDTABLE | BOOKSTORE
ONLINE BOOKSTORE
CUSTOMER FEEDBACK
TECHNOLOGY NEWS
ITSM
 IPTV
 Publications

Ken Turbitt Blog
Aidan Lawes Blog
Paul Gostick Blog
Dr Jenny Dugmore Blog
Shirley Lacy Blog
Alim Ozcan Blog
Juan Jimenez Blog
Ian Clayton Blog
Nas Ozcan Blog
Aidan Mills Blog



ITSM
2017 Millennial Survey
Anxious millennials seek stability and opportunities to work with employers to effect change...
ITSM

Ten Strategic Technology Trends for Government
Technologies that enable new service models for digital government must be at the top of the list for government organizations as they prioritize technology investments...

ITSM

The Robots are Coming: Are CEOs Ready for the Era of Automation?
CEOs agree that robotics is going to make their companies more efficient, with 94% of those who've already adopted robotics saying that it's increased productivity in their business...

ITSM

The 2015 Chief Digital Officer Study
More companies are appointing a Chief Digital Officer to join their C-suite - but are they doing it quickly enough?...

ITSM

18th Annual Global CEO Survey
The United States has overtaken China as top target for growth for the first time in five years...




 Feature
15 June 2010 | Alim Ozcan Blog
Send to a colleague | Add to MY ITP

Formatting Process Documents for Usability
This week Alim looks at the importance of formatting process documentation correctly to ensure its usability by the target audience...

  Alim Ozcan

I have had the opportunity of reviewing numerous Service Management process documents produced by large and small consultancies, as well as individuals and my experience shows that on the majority of occasions, they have missed the point about its content and how the document should be formatted. More often than not, the documents are written with the purpose of ensuring that it is as aligned as much as possible to the ITIL theory (text copied verbatim from the books) rather than what is practically relevant for the process.

For example, some documents have been over 30 pages long, not been adapted to the company, included paragraphs that were irrelevant, included several pages on policy when it was unnecessary, referenced other documents to complete the process when it should have been a self sufficient document, been full of grammatical errors that have hindered the key messages, been inconsistent with other relevant documents etc.

The main point that I wanted to make in this blog is actually a continuation from my last blog, which focused on being customer centric and I would advocate that same applies to process documents. These documents must have the process owner and the team that is going to use the document as its target audience so that it is useable. The acid test that I use to guide me is: if the document was passed to another process team or to the customer, would they be able to understand within 15 minutes, what was being delivered and how to operate the process? Isn’t this more important than ensuring that every single theoretical detail is listed in the document?

Feedback and comments are always welcome!

Join Alim’s ITIL and ISO20000 LinkedIn group which has over 20,000 members

Join Alim’s PRINCE2 and MSP LinkedIn group which has over 5,000 members

To view Alim’s LinkedIn profile click on this link. 

-----------------------------------------------------------------------------------------------------------  

4th November 2010

Hi Alim

You are so right...., it is one of the most difficult tasks ever...

Have you any template or form to structure your process dos which proved to work well?

Thx

Romain Fettes

------------------------------------------------------------------------------------------------- 


Alim Ozcan Email to a colleague | Add to MY ITP

LOG IN
terms & conditions





MICROSOFT SEARCH ENGINES