Page 66 - ITIL® Foundation 3.15

What is a Process?
Processes are groups of activities defined and performed in an effort to achieve a repeatable pre- defined outcome. Each process will have a goal or objective, and that objective is the outcome that the process activities are attempting to re-create...every time the process activities are performed. Think about the process required to produce a loaf of bread in the bakery. The outcome of a loaf of bread must be that the bread on the shelf in the store must be exactly the same weight, same taste, same number of slices from loaf to loaf. This consistency is why we buy a particular brand over and over. If you purchase a product and that product varies in the delivered quality, consumers will lose confidence in that brand and stop buying it, thereby affecting the brand success. By understanding the inputs entering the bakery (water quality, yeast type and quality, flour type and quality), and by ensuring that the process mixes these ingredients in the same quantity and method each time, the bakery is able to re-create a consistent product.
Process: A structured set of Activities designed to accomplish a specific Objective. A process takes one or more defined inputs and turns them into defined outputs. A Process may include any of the roles, responsibilities, tools, and management controls required to reliably deliver the outputs. A process may define Policies, Standards, Guidelines, Activities, and Work Instructions if they are needed.
Based on AXELOS (ITIL®) material. Reproduced under license from AXELOS Limited. All rights reserved.
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