IT process management is a series of activities that relates to the planning and monitoring stages of either a business process or a computer process. For many businesses, the concept of information technology (IT) process management is linked directly to re-engineering. However, this connection is more related to the actual implementation and support methods used than the actual process itself.
The primary goal of IT process management is to review existing tools and software used to conduct the firm's business activities and ensure that they are performing in an optimal way. Typically involved in this type of process management are business analysis, system modification, and metrics or analytics. This type of work is the backbone behind all business-related system decisions and should be reviewed at the highest levels of the organization.
The role of business analysis in IT process management is to review the current methods and practices to ensure the systems and tools provided are able to meet the needs of the organization. In many firms, the business analysts are part of the information technology team, working closely with programmers, developers, and systems managers to ensure that user needs are a priority. The expectation is that the business analysts are well versed in the current and ideal business processes and are working with both the technical staff and the end users to find the best ways to complete the required tasks.
As part of IT process management, the technical services managers review the current steps and tasks required to complete various jobs. They are responsible for staying informed about enhancements to existing software or new technologies that can improve the current process. Most service managers schedule a review of recurring tasks at least once a year, with the primary aim of reducing or eliminating these tasks.
It is very common for firms to invest significant staff time and resources into enhancing the IT process management. The value for this type of activity is found in both hard and soft dollar savings. In large, international organizations, there is often a team of staff dedicated to ensuring that all processes are performing within optimal tolerances and as efficiently as possible.
Metrics and analytics are commonly used tools to measure the time and effort utilized with current processes. These tools help to prioritize projects and provide valuable feedback on the effectiveness of the system changes implemented. The time saved can then be allocated to other tasks without increasing the cost to the organization.