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Functions
Function s are units of organizations specialized to perform certain types of work and responsible for specific outcome s. They are self-contained with capabilities and resource s necessary to their performance and outcomes. Capabilities include work methods internal to the functions. Functions have their own body of knowledge, which accumulates from experience. They provide structure and stability to organizations.
Functions are means to structure organizations to implement the specialization principle. Functions typically define roles and the associated authority and responsibility for a specific performance and outcomes. Coordination between functions through shared process es is a common pattern in organization design. Functions tend to optimize their work methods locally to focus on assigned outcomes. Poor coordination between functions combined with an inward focus leads to functional silos that hinder alignment and feedback critical to the success of the organization as a whole. Process model s help avoid this problem with functional hierarchies by improving cross-functional coordination and control. Well-defined processes can improve productivity within and across functions.
Processes
Processes are examples of closed-loop system s because they provide change and transformation towards a goal, and use feedback for self-reinforcing and self-corrective action (Figure 2.2). It is important to consider the entire process or how one process fits into another.
Figure 2.2 A basic process
Process definitions describe actions, dependencies and sequence. Processes have the following characteristics:
Functions are often mistaken for processes. For example, there are misconceptions about capacity management being a Service Management process. First, capacity management is an organizational capability with specialized processes and work methods. Whether or not it is a function or a process depends entirely on organization design. It is a mistake to assume that capacity management can only be a process. It is possible to measure and control capacity and to determine whether it is adequate for a given purpose. Assuming that is always a process with discrete countable outcome s can be an error.
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Service Strategy | | | Specialization and coordination across the lifecycle |