Architecting Your Processes and Aligning Them
You will have defined the business requirements in the Business Context phase for the support group. Now the group must identify which processes it must put in place to run its new business. A process architecture is in order. Figure 9.3 provides a sample architecture at the highest level of details. Lower levels of detail might be called for in the areas that define services.
Figure out the processes in the architecture that are most important to your organization and develop them according to a definite strategy after you consider alignment with the other requirements.
For the core processes of your service, ask what information and knowledge the support group needs; find sources and distribution mechanisms for them. Consider knowledge portal technology to provide service providers and users one place to go for everything. The development of a process management portal will provide both the knowledge of the business and its process assets as well as the methods of conducting the work to produce that knowledge.
Think about where you will conduct this work and the facilities needed. Determine the roles and responsibilities that must be executed. Some of these can be found in Chapter 6 in the discussions of project management roles. Think through the reporting relationships and the organizational design for the process support group. Start to think about the skills that will be needed and where you will get workers with these skills. Your strategy might change over time as you try to find people to fill positions.