ITIL & IT Service Management Travis Barker, MPA GCPM Innovate Vancouver Consulting@innovatevancouver.org http://innovatevancouver.org

1. CREATING
AUTOMATED
WORKFLOWS IN
SERVICE
MANAGEMENT
I N N O V A T E V A N C O U V E R
H T T P : / / I N N O V A T E V A N C O U V E R . O R G

2. Our discussion includes
Benefits of a Standardized Service Management
System
Creating a Workflow
HR Workflows
Facilities Workflows
IT Service Desk Workflows
Invoicing Workflows
Project Approvals Workflows
Contents
Automated workflow managementt
can include the following examples.
Automating a company's workflows
requires standardization, identifying
tools to support documentation,
reporting, and automation, as well as
dashboards and tools for monitoring
and evaluating service management with
contract and service level agreements.
Automation and standardization can help
manage risks, identify discrepancies,
and communicate performance statistics.
Communications and ticketing systems can
scripted and formatted to scale targeted
troubleshooting, communication, and service
monitoring.

3. B E N E F I T S O F A S T A N D A R D I Z E D
S E R V I C E M A N A G E M E N T S Y S T E M
Three Simple Metrics
Compliance
Regulatory Adherence
Best Practices
Quality, Efficiency, &
Productivity
Standardization
Triggers
Alerts
Communication
Assignments
Sequences
Automation
Approvals
Work in Progress
Performance
Resource Allocation
Impact
Monitoring
Workflow automation is not supposed to recreate the wheel, but it can involve consolidation
and standardization of best practices across the enterprise. Realignment and configuration
of competing processes and workflows can involve change management and training.

4. C R E A T I N G A W O R K F L O W
Three Simple Steps
Future State
Owners
Triggers
Technologies
Change Approach
Design the Workflow:
Policies
Procedures
Existing Workflows
Pain Points
Define the Present State:
Schedule
Milestones
Risks & Communication
Training & Change
Management
Plan the Implementation:
Workflow automation is not supposed to recreate the wheel, but it can involve consolidation
and standardization of best practices across the enterprise. Realignment and configuration
of competing processes and workflows can involve change management and training.

5. Complete
Form
Submit for
Review &
Approval
Response &
Notification
Storage &
Scheduling
Resource
Allocation,
Onboarding,
&
Engagement
HR Workflows
Innovate Vancouver
1 2 3 4 5
Automation of Human Resourcess workflows can involve budgets, new hires, training,
departures, updates to information, review & approval processes, and so much more...........
Check with your HR department to see which standardized workflows would benefit
automation. Identify which steps require hands-on, and which steps can be automated.
Certain event types may include automated triggers and alerts to make sure a robust
protocol is followed.

6. Submit Work
Order
Request
Inventory &
Vendor List
Reviewed
Installation,
Repair,
Upgrade,
and/or Budget
Approval
Pull from
Inventory,
Order from
Supplier, or
Solicit Bids
Approval,
Initiate
Work,
Complete
Work,
Closeout &
Invoices
Facilities Workflows
Innovate Vancouver
1 2 3 4 5
Automation of facilities workflows can involve inventory, assets, resources, budget approvals,
location, prioritization categories, alerts, and ongoing communications and notifications
to ticket-followers or designated stakeholders.
These workflows can be structured based on contract and service level agreements, as well
as update integrated HR, financial, inventory, and communications assets.

7. Submit
Request &
Type,
Location,
Inventory,
Priority, Etc.
Review &
Triage,
Assign,
Inventory,
etc.
Contact
Customer,
Update Ticket
Order Assets,
Conduct
Repairs/
Trouble
Shooting,
Facilitate
Training, etc.
Update
Ticket,
Inform
Customer,
Submit
Invoice, etc.
IT Service Desk Workflows
Innovate Vancouver
1 2 3 4 5
Automation of IT Services can involve inventory, assets, budgets, resources, locations,
trouble shooting que's, prioritization ranking, and communication triggers, to name a f
few...........
IT Service requests are often submitted through widgets embedded on external and internal
website, as a result of emails, or manually entered by help desk technicians. Data analytics i
is available for monitoring the performance and productivity of all workflows, channels, and
service lines.

8. Complete
Form and
Submit with
Invoice for
Approval
Evaluation,
Feedback,
and/ or
Approval
Stakeholder
is Notified
Payroll
Receives
Approval
Processes
Payment
Update Payment
Records & Invoices
Reflects on
Department,
Regional,
Company
Reports, etc.
Update Asset
Records, as
Needed
Invoicing Workflows
Innovate Vancouver
1 2 3 4 5
Automation of Invoices & Payments can trigger different requirements depending on the
user, amount requested, vendor identified, portfolio designated ranking of priority, and
much more.............
Data analytics can be used to update financial and budgetary spreadsheets, evaluate
project and department costing, calculate financial productivity and efficiency ratios,
and report on portfolio performance and resource usage.

9. Complete
Project
Proposal
Form &
Submit for
Review
Review,
Feedback,
and/ or
Approval
(includes
Budget,
Schedule,
Resources,
etc.)
Update Project
& Portfolio
Register
Notify
Stakeholders
and Project
Owner
Add to
Project
Pipeline or
Backline, as
Appropriate
Project Approval Workflows
Innovate Vancouver
1 2 3 4 5
Automation of Project Approval Workflows can be used to submit project requests,
notify stakeholders, manage pipeline, portfolio, and work throughput. The workflow
can help monitor and manage work in progress, assign resources, evaluate priorities,
and make sure financial, asset, and human resources are allocated to deliver the
largest impact for internal and external stakeholders.

10. Contact Us
Innovate Vancouver
Vancouver, BC
Email address
Consulting@innovatevancouver.org
Phone number
778-829-5643
Interested in automating some of your
company workflows?