Whenever a new computer system is introduced or an old one updated, the goal is to better support one or more processes. For example, a document management system facilitates the process of authoring and approving documents while a service desk application streamlines the process of receiving and handling support requests.
Before embarking on any project that involves implementing a new computer system or updating an existing one, it’s important to agree on the eventual process it will support. This is why a process mapping exercise is critical. It gives you the opportunity to gather input from all stakeholders and align everyone around a common goal.
The end result will be a written process description. This will be a great starting point for developing your requirement specifications and the standard operating procedure related to that particular process.
The example below shows a process for reviewing and approving documents in Confluence, based on the Six Sigma tool SIPOC (supplier, input, process, output, customer):