When is a Process not a Process?
There is often much confusion regarding document types. There is a fine line between policies, processes and procedures.
This document provides simple definitions of some of the common terminology.
Document
Information in readable form. A document may be paper or electronic. For example, a Policy statement, Service Level Agreement, Incident Record, diagram of a computer room layout etc.
Plan
A detailed proposal that describes the Activities and Resources needed to achieve a new IT Service or Process.
ISO/IEC 20000 requires a Plan for the management of each IT Service Management Process.
Policy
Formally documented management expectations and intentions.Policies are used to direct decisions, and to ensure consistent and appropriate development and implementation of Processes, Procedures, Standards, Roles, Activities, and IT Infrastructure etc.
Process
A structured set of Activities designed to accomplish a specific Objective. A Process takes one or more defined inputs and turns them into defined outputs. A process may include and of the Roles, responsibilities, tools and management Controls required to reliably deliver the outputs. A Process may define Policies, Standards, Guidelines, Activities, and Work Instructions if they are needed.
Process Map
A Process Map is a type of Flowchart depicting the steps in a process, with identification of responsibility for each step and the key measures. A graphical representation of a Process.
Flowchart (see also Process Map)
A Flowchart is a schematic representation, primarily through the use of symbols, of the sequence of activities in a system (Process, operation, function, or activity). It is a useful way to examine how various steps in a process relate to each other, to define the boundaries of the Process, to identify customer/supplier relationships in a Process, to verify or form the appropriate team etc.
Procedure
A document containing steps that specify how to achieve an Activity. Procedures are defined as part of Processes.
Work Instruction
A Document containing detailed instructions that specify exactly what steps to follow to carry out an Activity. A Work Instruction contains much more detail than a Procedure and is only created if very detailed instructions are needed.
Checklist
A list of actions, steps or elements to be undertaken by an individual or organization to complete a task. It is meant to aid memory and each completed item should be checked off as it is completed.
Form
A printed document with spaces in which to write. A Form could also be an electronic document e.g. a Web Form.Forms can be used to submit data to save on a server (e.g., ordering a product) or can be used to retrieve data (e.g., searching on a search engine).
Role - Process Manager
A Role responsible for Operational management of a Process. The Process Manager’s responsibilities include Planning and coordination of all Activities required to carry out, monitor, and report on the Process. There may be several Process Managers for one Process, for example regional Change Managers or IT Service Continuity Managers for each Data Centre. The Process Manager Role is often assigned to the person who carries out the Process Owner Role, but the two Roles may be separate in larger organizations.
Role - Process Owner
A Role responsible for ensuring that a Process is Fit for Purpose. The Process Owner’s responsibilities include sponsorship, Design, Change Management and continual improvement of the Process and its metrics. This Role is often assigned to the same person who carries out the Process Manager Role, but the two Roles may be separate in larger organizations.
