What is Service Process Architecture? Why do you need it?

SPA1Service Process Architecture is the architecture framework for all service level processes. Its objective is to identify and understand each process and its relationship with other processes. It also defines tools that will directly and indirectly support the processes.

The overall objective is to deliver services effectively and efficiently, and a Service Process Architecture will deliver a comprehensive blueprint for its constituent processes that is tightly linked with your business objectives, strategies and plans.

If you are implementing an ITIL framework you should consider developing a Service Process Architecture for all ITIL processes. This is a great way to communicate the “big picture” of the ITIL implementation to your management and staff. In particular it assists to develop an integrated tools strategy to ensure that investments in tools are not made in an ad-hoc fashion as each function of ITIL is implemented.

Here are examples of two ITIL processes mapped into an ITIL Service Process Architecture.

You can find a complete copy of a Service Process Architecture containing all ITIL processes on the Consulting Cloud website. Below is a table of contents from the document outlining the ITIL processes that are covered.

Purpose of this document. 4
Access Management. 5
Applications and Database Management. 5
Architecture and Automation Management. 6
Asset Management. 6
Availability Management. 7
Business Relationship Management. 7
Call Management. 8
Capacity Management. 8
Change Management. 9
Client and Printer Management. 9
Competency Management. 10
Demand Management. 10
Evaluation. 11
Event Management. 11
Facilities Management. 12
Financial Management. 12
Incident Management. 13
Information Security Management. 14
IT Service Continuity Management. 15
Knowledge Management. 15
Managing Organizational Change. 16
Network Management. 16
Operations Management. 17
Organizational and Responsibility Management. 17
Planning for new and changed services. 18
Problem Management. 18
Process Management. 19
Program and Project Management. 19
Release and Deployment Management. 20
Service Catalog Management. 20
Service Improvement. 21
Service Level Management. 21
Request Fulfillment. 22
Risk Management. 22
Service asset and Configuration Management. 23
Service Measurement and Reporting. 23
Service Portfolio Management. 24
Service Validation and Testing. 24
Strategy Generation. 25
Supplier Management. 26
System Software Management. 27
Transition Planning and Support. 27
Workforce Management.  28

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