A process is a set of functions in a certain sequence that delivers value to a customer. Processes are started by clearly defined external events.

They are formed from a combination of all the activities and support that are needed to produce and deliver an objective, outcome, product or service, regardless of where the activity is performed. These activities are usually a cross-functional, cross-organization aggregation of activities that work together to create an end product or service. Activities are shown in the context of their relationship with one another to provide a picture of sequence and flow.

This context includes a defined set of activities or behaviors performed by humans, systems, or a combination of both to achieve one or more goals. Processes are triggered by specific events and have one or more outcomes that may result in the termination of the process or a handoff to another process. Processes are composed of a collection of interrelated tasks or activities that solve a particular issue. In the context of business process management, a “business process” is defined as end-to-end work that delivers value to customers. The notion of end-to-end work is critical as it involves all of the work, crossing any functional boundaries, necessary to completely deliver customer value.