ITIL 4 Process Design
Process design is where most ITSM programmes fail. They copy a template, call it done, and wonder why adoption is low six months later. This guide describes a design approach that produces processes people actually follow.
The Design Sequence
1. Define scope & objectives
2. Map the current state (AS-IS)
3. Identify pain points and gaps
4. Design the future state (TO-BE)
5. Define roles (RACI)
6. Design KPIs
7. Document the procedure
8. Pilot → iterate → rolloutScope Definition Template
For each process, answer these before designing anything:
## [Process Name] — Scope Definition
**Purpose**: What value does this process create?
**Scope in**: What triggers this process? What does it handle?
**Scope out**: What does this process NOT handle?
**Interfaces**: Which other processes does this feed into/from?
**Owner**: Who is accountable for this process?
**Customers**: Who consumes the outputs of this process?RACI Template — Incident Management
| Activity | Service Desk | L2 Support | Problem Manager | IT Manager |
|---|---|---|---|---|
| Log and categorise incident | R | I | I | I |
| Initial diagnosis | R | C | — | — |
| Escalate to L2 | R | A | — | I |
| Investigate and diagnose | I | R | C | — |
| Resolve and close | I | R | C | I |
| Major incident declaration | I | C | C | A/R |
| Post-incident review | I | C | R | A |
| Raise Problem record | I | C | R | I |
R = Responsible | A = Accountable | C = Consulted | I = Informed
KPI Framework
Rule of thumb: 3–5 KPIs per process. More than 5 and teams optimise for the metrics instead of the outcome.
Incident Management KPIs
| KPI | Formula | Target |
|---|---|---|
| Mean Time to Resolve (MTTR) | Sum(resolution time) / count | P1: ≤4h, P2: ≤8h |
| First Contact Resolution (FCR) | Resolved at L1 / Total incidents | ≥ 70% |
| SLA compliance rate | Incidents within SLA / Total | ≥ 95% |
| Reopen rate | Reopened / Resolved | ≤ 5% |
Change Enablement KPIs
| KPI | Formula | Target |
|---|---|---|
| Change success rate | Successful / Total changes | ≥ 95% |
| Emergency change ratio | Emergency / Total changes | ≤ 10% |
| Change lead time | Request to implementation date | Normal: ≤ 14 days |
| Failed change rate | Failed / Total changes | ≤ 2% |
Download RACI and KPI templates → Process design consulting → (opens in a new tab)