Process documentation is an important part of your ISO 20000 implementation project. As you know, the ISO/IEC 20000-1 standard does not require a specific document format (But I do!). Here is an effective and efficient way to document processes that will ensure timely implementation of the IT Service Management System.
Base all your processes on a common template that will be recognizable and easy-to-read for the users. Basically this template should include the following:
- A process Index Card;
- A process Flowchart;
- Process Activity Description.
Here is the content of the process Index Card. In my next posts I will discuss the process flowchart and the activity description.
Keep in mind that when documenting a process, less is more.