Structure over confusion – a project report from modern HR process consultancy
In the spring of 2025, I had the privilege of supporting a major IT service provider in the financial sector as an external process consultant.
The mandate was clear: capture existing HR processes, document them systematically, and model them in ADONIS NP.
What sounds straightforward is, in practice, rarely so.
Processes are seldom tidy, linear or complete – and genuine clarity emerges only when one approaches them with structure, calmness and a sense for the realities of daily work.
Together with a colleague, I conducted numerous interviews over several weeks with HR stakeholders from areas such as Core HR, Learning, Recruiting, People Services and Career & Performance.
Our task was not merely to “record steps”, but to understand the lived reality:
Where do processes run smoothly?
Where do gaps appear?
Where have people built creative workarounds simply to keep the system functioning?
We were, in a way, the Brothers Grimm of process modelling –
wandering through the organisation, listening carefully, collecting stories.
Not fairy tales, of course, but processes.
And rather than documenting how they ought to be, we captured them exactly as they are lived.
The outcome:
Our approach was intentionally pragmatic:
No unnecessary formalism, no models for the sake of models.
The goal was to create process documentation that is useful:
A crucial factor was simple: listening well.
To truly understand processes, one must see them through the eyes of those who carry them every day – not merely through textbooks or theoretical frameworks.
✔ Good process consultancy requires empathy, structure and an eye for the essentials
✔ Tools like ADONIS NP are only as strong as the clarity behind the modeller’s thinking
✔ Thoughtful documentation builds transparency, trust and room for development
This project demonstrated once again that structured process work in HR is far more than an administrative exercise.
It brings order, relieves employees, and lays the foundation for genuine, sustainable improvement.
If you are looking for clarity, structure or a reliable partner for process modelling or documentation, I would be delighted to support you.
IT Service Management (ITSM) has become an essential part of modern organisations – whether in banking, retail or the public sector. But how can IT be organised in a way that not only functions, but genuinely creates value?
This is where ITIL 4 comes into play: a globally recognised framework for structuring, managing and continually improving IT services.
ITIL – the Information Technology Infrastructure Library – is a collection of best practices designed to guide the planning, delivery, operation and ongoing improvement of IT services.
The current version, ITIL 4, published in 2019, brings a fresh perspective.
It embraces modern concepts such as Agile, DevOps and Lean Management, and places a strong emphasis on customer value.
📌 Note: ITIL is a protected framework developed by PeopleCert.
This article offers an independent introduction to core ideas, without any affiliation, licensing or official endorsement.
In an environment defined by rapid technological change, shifting expectations and new business models, ITIL 4 provides a stabilising structure.
It helps IT teams:
A key concept of ITIL 4 is the consideration of four dimensions that must work together to create effective service management:
Roles, abilities, cultures, leadership.
Systems, tools, data and technical capabilities.
The relationships and responsibilities shared with external parties.
Workflows, handovers, and the orientation toward outcomes.
At the heart of ITIL 4 lies the Service Value System (SVS) – a conceptual model illustrating how organisations transform demand into meaningful value.
The central element of the SVS is the Service Value Chain, a flexible structure consisting of six interlinked activities:
Together, these activities guide how services are conceived, developed, refined and provided.
ITIL 4 is not a rigid set of rules, but a flexible collection of principles and methods that can be adapted to the needs of a wide array of organisations.
For anyone seeking a clearer understanding of IT services — or wishing to bring more structure, reliability and progression into IT operations — ITIL 4 offers substantial value.
ITIL is a registered trademark of the PeopleCert Group.
This article is intended for informational purposes only and does not constitute official training or certification preparation.
