Page 67 - ITIL® Foundation 3.15

Process Characteristics
All processes have defined characteristics. Processes are measurable, or performance driven. One mistake that organizations make is the attempt to implement process for the sake of having a process. Processes are intended to make the organization better and delivery easier and more
consistent. Processes are not intended to introduce
unnecessary bureaucracy. Measurement of processes looks to ensure that the process is effective (works well), and efficient (not costly or bureaucratic). All processes look to produce a specific result. The outcome should be the same every time.
There should be a customer to
receive the result of a process. If
there is no customer to receive
the result, then there is no reason
to create the result. And finally, all
processes respond to external
events or triggers. There is
something that causes the
process to respond and perform
some activity. Incident
management begins the process of attempting to restore upon the recognition that an incident has occurred and a service may have been impacted.
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