Practitioner Radio Episode 30 - Common or Global Processes

Troy DuMoulin, VP Research & Development | September 21, 2012

As we work with various large customers with multiple regions or locations a goal we often hear stated is that they wish to move to a common process for "Insert Process Name Here" This does totally make sense in that more and more organizations are developing common or global services which require common and global processes. However exactly what is meant by the term "Common"? From my personal experience this can mean several different things to several different people. To borrow a quote from the unforgettable Spanish Swordsman Inigo Montoya from the Princess Bride "You keep using that word. I do not think it means what you think it means." Join Chris and I as we unpack the various possible meanings of Global Processes and a few other hidden gems

Common is the new Black, Working with Global Processes - Practitioner Radio Episode 30 from ServiceSphere on Vimeo.

Show Notes:

  • Global Processes
  • Viewer Mail and Feedback
  • Where do you see SHOW NOTES? Troy's Blog or Chris' Blog
  • Common Definition of Terms, What's Common?
  • Common Processes (see below)
  • Standard vs. Core Plus vs.
  • Regional Tool 1 vs Regional Tool 2
  • What's easier to manage a completely common process or a core plus?
  • Change Management CORE ….but PLUS regional differences.
  • Repeatable processes show the most process when customer facing?
  • The THREE ITIL®️ Customer Facing Process in ITIL: Service Desk, Request Provisioning, & Strategic Intact (Demand Intake)
  • Shared Services, YOU HAVE to have common processes
  • It's easier to make common processes that don't involve humans
  • Is Cloud really the savior we think it is….I THINK NOT…it's much more dangerous.
  • ITSM tool philosophies, HAVE NO GUARD RAILS
  • Sun Tzu Toyota - You can copy someone's process, you can't copy someone's culture
  • It's not American to be “common”
  • McDonalds is “Core Plus”

Troy's Thunder Bolt Tip of The Day: Remember that that a Common Process can be defined at different levels of commonality. It is important to make a decision based on value cost and risk just how common you need your processes to be. Troy's & Chris's Thoughts What Are Yours? "Coming together is a beginning, staying together is progress, and working together is success." - Henry Ford To subscribe to Pink's Podcasts on iTunes

 

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