INTERODUCTION PROCESS MAPPING FOR IT OPERATIONS & SERVICES
The Process Mapping IT Operations & Services program is designed to equip IT professionals with the knowledge and skills to understand and map end-to-end IT processes effectively. Over this two-day training, participants will explore widely-used process mapping techniques such as flowcharts, swim lanes, and SIPOC, and learn how to apply different levels of process detail—from Level 0 to Level 3. The program focuses on essential IT processes including incident management, service request fulfilment, user access control, password reset flows, new employee IT setup, change management, IT asset lifecycle, and disaster recovery processes.
Through a combination of structured learning, tool demonstrations (Microsoft Visio, Draw.io, Lucidchart), and hands-on mapping activities, participants will gain practical experience in building process maps that enhance clarity, communication, governance, and operational efficiency. The workshop-style sessions allow teams to map real internal processes and collaborate on developing improved workflows tailored to their organisation.
This program is ideal for IT support teams, infrastructure personnel, developers, analysts, compliance/QA professionals, and IT managers who want to improve process transparency, strengthen operational alignment, and support continuous improvement across IT services.
FOCUS
Full-spectrum IT process mapping (service desk, incident management, access control, system change, etc.)
LEARNING OBJECTIVE
Participants will:
- Gain a clear understanding of end-to-end IT processes (aligned to ITIL/basic frameworks).
- Learn how to map these processes using standardized tools and techniques.
- Build workflows that support clarity, compliance, communication, and continuous improvement.
- Practice mapping real or sample company processes during hands-on activities.
WHO SHOULD ATTEND
IT support, infrastructure, developers, analysts, compliance/QA, IT managers
COURSE OUTLINE
Day 1: Understanding & Mapping IT Processes
Time | Module |
9:00 – 9:30 | Welcome & Overview |
9:30 – 10:30 | Overview of Core IT Processes |
10:30 – 10:45 | Break |
10:45 – 12:30 | Process Mapping Basics |
12:30 – 1:30 | Lunch |
1:30 – 3:00 | Common IT Processes to Map |
3:00 – 3:15 | Break |
3:15 – 4:30 | Group Activity: Map a typical IT support process (e.g., user ticket handling) |
Day 2: Advanced Mapping & Application
Time | Module |
9:00 – 10:30 | Process Mapping Tools in Practice |
10:30 – 10:45 | Break |
10:45 – 12:30 | Mapping Key IT Governance Processes |
12:30 – 1:30 | Lunch |
1:30 – 3:00 | Custom Mapping Workshop: company IT Environment |
3:00 – 3:15 | Break |
3:15 – 4:30 | Presentation & Trainer Feedback |
4:30 – 5:00 | Closing Session |
