Process Management.
CSE-IT.
Purpose.
There were very few processes in place, and almost none were standardized. Myself and two others were tasked with setting up an ITIL structure for CSE-IT. I was assigned Incident, Knowledge, and Request.
Tasks.
Drafted, reviewed, and published standard processes.
Trained all staff on procedures and checkpoints.
Ingested and responded to feedback in action.
Studied and verified ITIL alignment.
Established day-to-day process managers and met with them to ensure alignment and participation.
Results.
CSE-IT quickly adopted my policies for Incident management, Knowledge Management, and Request Management. After training everyone in and adapting the policies to the feedback I received, tasks ran more smoothly between escalation groups and tensions eased over tickets and documentation. Notes for all customer interactions were revitalized as minimums were established, with far fewer ticket reassignments.