The Lost Art of Process Design

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Out-of-the-box, Lift and Shift, Process Accelerators – these seem to be the mantras of the day when it comes to process design and implementation.

Problem is, these approaches often ignore the business and almost always lead to failure

We seem to have lost our way. Processes are intended to improve business outcomes; so, shouldn’t that be the focus of a good process design?

The art of designing and implementing processes starts with understanding what the business needs, then collaboratively translating those needs into an implementation that improves outcomes.

Join David Mainville, CEO and co-founder of Navvia, for an engaging and interactive discussion on:

– Taking a “people first” approach to process design
– Capturing needs in business terms
– Creating simple and easy to understand process documents
– Using collaboration as a path to adoption
– Building user stories to drive implementation
– Embedding the improvements into your organization

Whether you are just starting your ITSM program, or are a seasoned pro, there will be lots of great takeaways based on practical experience.

Presentation Slides
David Mainville

David Mainville


David Mainville, CEO and co-founder of Navvia, is a passionate advocate of Service Management and a frequent presenter, blogger and well known member of the ITSM community. With over 35 years of experience, David has held progressively senior technical and management roles allowing him to "connect the dots" between the Business and IT. At Navvia, David leads the charge to bring innovative ITSM solutions to market focusing on Product Development, Marketing and Operations.


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