Taking the outputs from the Rapid Assessment phase, the team will then work to
define future state requirements to support process efficiency, cost reduction and new strategic initiatives in the form of
a Blueprint for Change. At this point the teams may expand to include business management and user groups to contribute and
buy into the end state designs. Workshops are utilized at this stage to rapidly produce proposed process swim lane diagrams
as well as consensus based solution blueprints driven by business and customer focused strategy and objectives.
On collaborative engagements, it is particularly important to communicate
requirements in plain English. An example Blueprint deliverable, representing an Incident Management scenario, is structured
to communicate the change that needs to take place to all stake holders.
Depending on the engagement, the PMO may determine the priority
for addressing process improvement by ranking ITIL processes addressed against list of prioritized business requirements:
1. Risk Reduction (Minimize Business Disruption, Maximize Recovery)
2.
Compliance (Regulatory, Audit, Legal and Security Requirements)
3. Customer service (Internal and External Customers)
4. Cost Reduction (IT TCO and Business Cost)
5. Top Line Growth (Revenue, Market Share, Competitive Advantage)
The following Process Heat Maps illustrates the relative ranking of selected
ITIL process against multiple dimensions of the business risk map. Based on the X and Y axis dimensions, processes and clusters
in the upper right hand quadrant are deemed critical. In addition, high priority processes are further annotated with Phase
indicators to establish proposed implementation timing. Implementation may be further decomposed into People, Process and
Technology dimensions.
