In Service Management, business process design lays the foundation upon which everything else arises. David Mainville makes the point that robust business processes are the starting point of any solid strategy, as they are what brings together the business with IT. He breaks down everything that should be included in the design process to make it accurate and complete from the start. David also talks about the Navvia Process Designer, his own software company, and touches on some of the most frequent mistakes related to process building, and what he sees coming in the future for this field of practice. David Mainville is the CEO and Co-Founder of Navvia and a well known member of the Service Management community. Before this, he got his start as a Field Engineer and progressed through Senior Technical and Management roles over 13 years to eventually become National Manager of Professional Services at Amdahl Canada.