1. If It Ain’t Broke, Reengineer It!
Applying Principles of Business Process Reengineering to IT Procurement
Ivie Lilly
Director, Analytics & Decision Support

2. Session Summary Principles of Business Process Reengineering (BPR)
SLAs for the services you provide
ITSM Reporting for Procurement
Are you using Servicenow? Let’s talk about tips and tricks for BPR

3. Business Process Reengineering
Apply BPR principles to your Procurement processes
These are not Servicenow specific

4. Business Process Reengineering
Process Goal(s) & Objective(s)
Inputs
Outputs
Actors
Constraints
Risks
Dependencies
High-level requirements

5. Business Process Reengineering
How we applied it to IT Contract Review
“As Is” Process Map
Post its on the walls, Visio, then “bucketed” the steps so we knew what gates to “measure”
Define success
Confirm or create data collection
Measure and report success/failures

6. Business Process Reengineering

7. Business Process Reengineering
Process Goal(s) & Objective(s)
Inputs: Agreements, Business Requirements
Outputs: Approvals, Signed and Filed Agreement, Renewal task notifications
Actors
Stakeholders: Customers/Clients, Vendors, Legal, Risk Management, Finance, Procurement
Constraints
Risks: Legal checklists, Rogue purchases, Timelines
Dependencies: Current Agreements, Vendors, Funding, Approvals
High-level requirements: Repeatable, Easy to understand, Flexible, manage IT Risks reasonably

8. Business Process Reengineering
Gates create visibility for end users
Measure progress through Substates

9. SLAs for Services You Provide
Build SLAs for your supported business units by completing time tracking and task duration information
Define key stages
Create measures
Review and report results

10. SLAs for Services You Provide
Provide the expected Due Dates on Tasks assigned to end users
Grouped by “State” and measured via reporting and review by Administration
States are updated by “reviewers” as contracts are routed via assignment

11. SLAs for Services You Provide
Report on the “Gates” to monitor and drive SLAs
Create visual cues for easy review

12. ITSM Reporting for Procurement
Use reporting to support employee reviews and requests for additional staffing
Measure
MTTR vs. contract volume
Mean time to resolution, baseline then review
Measure service demand
Customer feedback
Acceptance and surveys tailored to your business

13. ITSM Reporting for Procurement
Inspect what you Expect
Review trend lines and significant increases or decreases
Manage work to support business cycles and strategic goals

14. ITSM Reporting for Procurement
Survey End Users
Is it just faster? Or is it better?

15. Servicenow Features and Development
Start small, build a POC
View free tools available: learn more about researching ServiceNow at each release and stay up to date with features and functionality
If you’re not developing in house, engage with 3rd party development services for Servicenow customizations

16. Evaluation and Materials
Take this time to go the conference app find this class, and fill out evaluation.
If you need the PowerPoint, it’s on your thumbdrive
I hope this session has been informative for you.
Please feel free to see me after if you have additional questions.