Service Integration and Management (SIAM™) Foundation Body of Knowledge (BoK), Second edition

APPENDIX B: THE SIAM™ PROCESS GUIDES

1. What is a process?

A process is “a documented, repeatable approach to carrying out a series of tasks or activities”.

Most business activities involve repeated tasks; for example, taking a phone call from a customer, raising an invoice or managing a complaint.

Documenting a process for a repeated task has several benefits:

•It allows the organization to define its preferred approach to managing the task

•The task will be carried out consistently

•It avoids staff wasting time recreating an approach each time the task is carried out

•New staff can be trained quickly to carry out a process

•It can be measured and assessed

•It can be used as a baseline for improvement

A process takes one or more inputs, performs ...