SM Process Mapping Workshop

Course Code: Q1ClaITSM606


1 Day(s)

Course Type

Private only

Max Delegates


Delivery Style


Improve business processes through applying lean techniques

The workshop is intended to introduce and expand delegates understanding and ability to define processes, understand the activities within and create clear workflows to enable greater understanding from those that are executing them. It also covers the basics of aligning roles and responsibilities, identifying waste within processes and the importance of gaining buy-in for new processes. N.B. This workshop focusses on the principles and activities of process mapping. It does NOT cover specific tools or software.

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If you require the content of this event tailored or have around 7 or more people to train it maybe better for you to host a Private Event, please get in touch to discuss this.

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Who is this course for

Anyone with an interest in process improvements.

You will learn how to

  • Approach the mapping of your Organisations processes

  • Create clear workflows

  • Define resources, roles and waste within processes

  • begin to create buy-in around new processes

  • What is a process?
  • What needs to be considered in a process?
  • Inputs, triggers, outputs
  • Activities, procedures, roles, metrics, feedback
  • Resources and controls
  • Using the model to define a process using post-its
  • Defining the resources, roles and responsibilities for the process and use of RACI model
  • Exercises to define processes using the model
  • Process improvement, considering flow and elimination of waste work in the process
  • Considering communicating processes and process change to stakeholders to obtain buy-in
I found the course very interesting and discovered some things about myself I hadn't thought of before.
- Peter Norman, FirstPort
Informative and good enthusiastic tutor who kept aligning the day and mission with ITSM principles.
- Darren Hadley, National Grid Transco
Adam was so knowledgeable and spoke in ways that were understandable for non IT people (me) could understand he was a breath if fresh air during my period on furlough…
- Faye Mahoney, Tarmac
Adam's training was spot on - he kept checking in on us when we were flagging due to the intensity of the content, and made the content so accessible compared…
- Richard James Thomas, University Of Birmingham
Adam was a great tutor for the 3 days, he was enthusiastic, informative and I could tell he had a very in-depth knowledge about the subject.
- Will Steward

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