PROCESS MAPPING FOR IT OPERATIONS & SERVICES

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FOCUS

Full-spectrum IT process mapping (service desk, incident management, access control, system change, etc.)

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.

IT support, infrastructure, developers, analysts, compliance/QA, IT managers

Day 1: Understanding & Mapping IT Processes

Time	Module
9:00 – 9:30	Welcome & Overview • Objectives, outcomes, participant introductions
9:30 – 10:30	Overview of Core IT Processes • IT Operations, Support, Security, Change & Asset Management • Brief intro to ITIL concepts
10:30 – 10:45	Break
10:45 – 12:30	Process Mapping Basics • Symbols (flowcharts, swim lanes, SIPOC) • Levels of detail (Level 0 to Level 3)
12:30 – 1:30	Lunch
1:30 – 3:00	Common IT Processes to Map • Incident Management • Service Request Fulfilment • User Access & Password Reset • New Employee IT Setup
3:00 – 3:15	Break
3:15 – 4:30	Group Activity: Map a typical IT support process (e.g., user ticket handling) • Use swim lane or basic Visio

Day 2: Advanced Mapping & Application

Time	Module
9:00 – 10:30	Process Mapping Tools in Practice • Live demo: Microsoft Visio, Draw.io, Lucidchart • Mapping from scratch using templates
10:30 – 10:45	Break
10:45 – 12:30	Mapping Key IT Governance Processes • Change Management • IT Asset Lifecycle • Backup & Disaster Recovery
12:30 – 1:30	Lunch
1:30 – 3:00	Custom Mapping Workshop: company IT Environment • Teams choose an internal process to map • Build a Level 2 or Level 3 map collaboratively
3:00 – 3:15	Break
3:15 – 4:30	Presentation & Trainer Feedback • Each group shares their process map • Feedback and improvement tips
4:30 – 5:00	Closing Session • Lessons learned, follow-up plan, Q&A

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