A lot of my work is spent designing and implementing ITIL processes. The one common denominator with all customers I work with is a lack of understanding that processes have various levels and that there is a substantial difference between a process and a procedure (or work instruction). Even if the stakeholder/s understand that processes adn procedures should have levels it is seldom that he/she/they are able to keep steps in flowcharts at the same level.
Process Levels
The difference between a Process, Procedure and Work Instruction is explained below however Read the rest of this entry »
