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IT processes management through automation and digitalization


Process Management

The basics of Process Management can be put in very simple terms… everything can be broken down into a series of steps. In light of what must be accomplished, finding the balance between process consistency (producing reliable and measurable results) and maintaining a large amount of documentation is indeed very often a trade-off. Counting in a heterogenous environment of systems and tools to run through a sequence of tasks, things may get even more intricate.

We do not take a purely process-driven approach however, we do place processes in the center of effectively delivering IT services.
We therefore focus on helping you establish the following:

  • Documentation needs
    Policies, Processes, Procedures, Work Instructions, Manuals, Articles
  • Process Landscape
    Where is a particular process placed in the process landscape of the organisation? Is it a chain or silo process?  
  • Process Scope
    Where does it begin, where does it end? What is included, what is excluded?  
  • Process Objectives
    What are we trying to accomplish? What are the expected results?  
  • Audience & Stakeholders
    Who are the readers and participants? What is expected of them? What are the responsibilities of the process owner?  
  • Workflows
    What are the steps and who is responsible for what (RACI)? What is the required documentation level?  What are the interfaces to other processes and how does this reflect in real life on the organisation, supplier and the tool landscape?  
  • KPIs
    What needs to be measured to evaluate the performance of the process? Which KPIs tell us if we achieved the desired outcome?  
  • Process Governance
    How do we govern and control processes? What are the triggers for process reviews and adjustments? Where do improvement initiatives fall into?  
  • Glossary
    Is everything explained in simple terms and are references made to the relevant jargon? 

Depending on your requirements and organizational setup, we can apply various methodologies in designing and optimising your business and IT processes using tools such as ARIS, BIC, MS Visio, or any other medium or simulators available to your organization. 

Generally, the following can be considered when addressing process design:

1. Process Approach: TQM, ISO, Lean SixSigma, Agile, …
2. Process Perspective: Supplier, Producer, Customer, SIPOC, …
3. Process Methodology: SSADM, BPM 2.0, SOA, …
4. Process Diagrams: PDCA, Value-Stream, Fishbone, VOC, ...
4. Process Performance: Process Cycle Efficiency (PCE), Compliance, Costs, Effectiveness, CMM5, ...

These examples are not exclusive nor compulsary, as your organization may pursue a less structured approach. We do recommend however, the discussion around such points when making a decision to design, improve, or re-engineer your processes.

Contact us today to find out how we can help you simplify and gain more control over your processes.


Albrecht-Achilles Strasse 5
10709 Berlin


Phone: +49 (0) 30 95 62 7964
Mobile: +49 (0) 152 2318 2497