Build Better Workflows

Go beyond draft one to refine and pressure test your process.

Analyst Perspective

Remove friction as you document workflows

Emily Sugerman Research Analyst, Infrastructure & Operations Info-Tech Research Group

You can’t mature processes without also documenting them. Process documentation is most effective when workflows are both written out and also visualized in the form of flow charts. Your workflows may appear in standard operating procedures, in business continuity and disaster recovery plans, or anywhere else a process’ steps need to be made explicit. Often, just getting something down on paper is a win. However, the best workflows usually do not emerge fully-formed out of a first draft. Your workflow documentation must achieve two things: Be an accurate representation of how you currently operate or how you will operate in the near future as a target state. Be the output of a series of refinements and improvements as the workflow is reviewed and iterated. This research will use the example of improving an onboarding workflow. Ask the right questions and pressure test the workflow so the documentation is as helpful as possible to all who consult it.

Executive Summary

Info-Tech Insight

Don’t just document – target your future state as you document your workflows. Find opportunities for automation, pinpoint key handoff points, and turn cold handoffs into warm handoffs.

Follow these steps to build, analyze, and improve the workflow

Insight Summary

Keep future state in mind.
Don’t just document – target your future state as you document your workflows. Find opportunities for automation, pinpoint key handoff points, and turn cold handoffs into warm handoffs.

Promote the benefits of documenting workflows as flowcharts.
Foreground to the IT team how this will improve customer experience. End-users will benefit from more efficient workflows.

Remember the principle of constructive criticism.
Don’t be afraid to critique the workflow but remember this can be a team-building experience. Focus on how these changes will be mutually beneficial, not assigning blame for workflow friction.

Don’t waste time building shelfware.
Establish a review cadence to ensure the flowchart is a living document that people actually use.

Benefits of building better workflows

Why are visualized workflows useful?

Use these talking points to build commitment toward documenting/updating processes.

Risk reduction
“Our outdated documentation is a risk, as people will assume the documented process is accurate.”

Transparency
“The activity of mapping our processes will bring transparency to everyone involved.”

Accountability
“Flow charts will help us clarify task ownership at a glance.”

Accessibility
“Some team members prefer diagrams over written steps, so we should provide both.”

Knowledge centralization
“Our flow charts will include links to other supporting documentation (checklists, vendor documentation, other flowcharts).”

Role clarification
“Separating steps into swim lanes can clarify different tiers, process stages, and ownership, while breaking down silos.”

Communication
To leadership/upper management: “This process flow chart quickly depicts the big picture.”

Knowledge transfer
“Flow charts will help bring new staff up to speed more quickly.”

Consistency
“Documenting a process standardizes it and enables everyone to do it in the same way.”

Review what process mapping is

A pictorial representation of a process that is used to achieve transparency.

This research will use one specific example of an onboarding process workflow. Before drilling down into onboarding workflows specifically, review Info-Tech’s Process Mapping Guide for general guidance on what to do before you begin:

• Know the purpose of process mapping.
• Articulate the benefits of process mapping.
• Recognize the risks of not process mapping.
• Understand the different levels of processes.
• Adopt BPMN 2.0 as a standard.
• Consider tools for process mapping.
• Select a process to map.
• Learn methods to gather information.

Download the Process Mapping Guide

Select the workflow your team will focus upon

Good candidates include:

• Processes you don’t have documented and need to build from scratch.
• An existing process that results in an output your users are currently dissatisfied with (if you run an annual IT satisfaction survey, use this data to find this information).
• An existing process that is overly manual, lacks automation, and causes work slowdown for your staff.

Info-Tech workflow examples

Active Directory Processes

Application Development Process

Application Maintenance Process

Backup Process

Benefits Legitimacy Workflow

Business Continuity Plan Business Process

Business Continuity Plan Recovery Process

Commitment Purchasing Workflow

Coordinated Vulnerability Disclosure Process

Crisis Management Process

Data Protection Recovery Workflow

Disaster Recovery Process

Disaster Recovery Plan/Business Continuity Plan Review Workflow

End-User Device Management Workflow Library

Expense Process

Event Management Process

Incident Management and Service Desk Workflows

MACD Workflow Mapping

Problem Management Process

Project Management Process

Ransomware Response Process

Sales Process for New Clients

Security Policy Exception Process

Self-Service Resolution Process

Service Definition Process

Service Desk Ticket Intake by Channel

Software Asset Management Processes

Target State Maintenance Workflow