Screenshots Itil Process Map Visio

The ITIL Process Map for Microsoft Visio
Examples and Overview of Contents
Contents
Structure of the ITIL Process Map ITIL Process Diagrams Examples Index of Process Diagrams contained in the ITIL Process Map
Page 3
Page 4 Page 8
ITIL Checklists & Templates
Page 14
RASCI Matrix
Page 15
A live demo of the ITIL Process Map can be seen on the Internet at www.it-processmaps.com
The ITIL Process Map
2013 IT Process Maps GbR | www.it-processmaps.com
Structure of the ITIL Process Map
The ITIL Process Map is organized in a hierarchical way

Detail levels 0 to 2 contain 30 "Process Overview" diagrams to illustrate the interrelationships of the processes. The lower level diagrams can be opened using hyperlinks. At the most detailed level (level 3), 126 "Process Detail" diagrams (activity chains in BPMN format) illustrate the flow of activities in detail.
Level 1: ITIL CoreDisciplines
Level 0: High Level View of ITIL
The following pages contain vector graphics to see the process models in detail use your PDF viewer's zoom function.
Hierarchical Structure of the ITIL Process Map
Level 2: ITIL Main Processes
Level 3: ITIL Sub-Processes
ITIL Reference Processes Detail Level 0: ITIL Service Lifecycle
Overview: IT Service Management (ITIL Service Lifecycle)
Processes outside the IT Organization
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The ITIL Service Lifecycle
Service Strategy
Service Strategy
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Service Portfolio
Customer Agreement Portfolio
Service Design
Request for Change (RFC) Service Design Package (SDP)
Service Level Agreement (SLA)
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Customer Process
Business Planning Information Desired Service Outcomes
Customer Process
Service Catalogue
Service Transition
CMS/ CMDB Technical/ Administration Manual
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External Supplier Process
Supplier Service Level Report
Underpinning Contract (UC)
Service Operation
Suggested Service Improvement Suggested Process Improvement
Continual Service Improvement
CSI Register
High-Level-View of the ITIL Service Lifecycle

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ITIL Reference Processes Detail Level 1: Service Transition
Overview: Service Transition
ITIL Processes outside Service Transition
IT Service Management
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Superior Process
Projected Service Outage (PSO) Customer Process Change Schedule Validation Test Report
Customer Process

Project Mgmt. (Transition Planning and Support) User Manual Project Plan (Service Transition Plan) Project Portfolio Status Report
Change Record

Technical/ Administration Manual User Manual
Data for Project Plan Update
Support Request
Validation Test Report
CMS/ CMDB Service Strategy Change Management Change Proposal Change Schedule Change Evaluation
Service Strategy
Change Evaluation Report
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Change Record
Project Portfolio Status Report
Request for Change (RFC) Service Design Package (SDP) Service Design Service Acceptance Criteria (SAC)
Development/ Install. QA Documentation

Release and Deployment Management
Development Work Order
Application Development
User Manual Technical/ Administration Manual
CMS/ CMDB
Service Design
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Release Record
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Release Policy
Purchase Request
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Service Catalogue
Customer Agreement Portfolio
CMS/ CMDB Service Validation and Testing Request for Change (RFC) Service Operation Test Model

Service Operation
Definitive Media Library (DML)
Change Model
CMS/ CMDB
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Change Record
Change Schedule Technical/ Administration Manual Change Request to CMS Structure Service Asset and Configuration Management User Manual
CMS Change Policy

CMS/ CMDB
CMS/ CMDB
Definitive Media Library (DML) Continual Service Improvement
Definitive Media Library (DML)
Project Portfolio Status Report

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All information originating from Service Management processes is input for the Knowledge Management process. Displaying all inputs within this Overview Diagram is therefore not practicable.
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CMS/ CMDB
Knowledge Management
Service Knowledge Mgmt. System (SKMS)
Suggested Process Improvement
There are 5 process models of this type on detail level 1
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ITIL Reference Processes Detail Level 2: Change Management
Overview: Change Management
Service Transition Processes

Service Transition Processes
Customer Process
Projected Service Outage (PSO)
Customer Process
Service Transition External Supplier Process
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Superior Processes
Service Strategy
Change Proposal
Service Strategy
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Request for Change (RFC) Service Design Package (SDP) Service Design

Change Record
Change Management Policy

Change Model Service Design

Change Management Support Change Model
Service Catalogue
Change Schedule
Enterprise Architecture (EA) Risk Management Policy
RFC Template
CAB Agenda Template
Change Schedule
Request for Change (RFC) Service Operation

Assessment of Change Proposals Change Proposal
Service Operation
Incident Record
Change Schedule
Major Incident Review
Change Evaluation Report RFC Logging and Review Assessment and Implementation of Emergency Changes Suggested Process Improvement
Change Record
Change Record
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Change Evaluation Change Evaluation Report
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Change Schedule
Change Evaluation
Change Record Change Assessment by the Change Manager Change Record Minor Change Deployment
Change Record
Change Model
Change Record Project Mgmt. (Transition Planning and Support)

Project Mgmt. (Transition Planning and Support)
Project Plan (Service Transition Plan) Project Portfolio Status Report
Change Schedule Change Assessment by the CAB Change Record
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Change Model
Application Development Change Scheduling and Build Authorization Change Record
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Change Record
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Release Policy
Change Deployment Authorization Change Record
Change Schedule
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Release Record
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Service Validation and Testing Post Implementation Review and Change Closure Change Model
Service Validation and Testing
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Service Asset and Configuration Management CMS/ CMDB
CMS/ CMDB
Service Asset and Configuration Management
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CMS Change Policy
There are 24 process models of this type on detail level 2
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ITIL Reference Processes Detail Level 3: Assessment of Change Proposals
Process Details: Assessment of Change Proposals

Superior Processes
Process Owner Change Management Policy Change Management Support
Change Manager

Change Schedule
Change Schedule
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Change Model Change Management Support Service Transition
CMS/ CMDB
Assessment of Change Proposals
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Service Strategy Change Proposal Process Objective: To asses Change Proposals which are typically submitted for significant Changes by Service Strategy. The purpose of assessing Change Proposals is to identify possible issues prior to the start of design activities. Change Proposal
RFC Logging and Review
Change Management
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Service Catalogue
Service Design
Enterprise Architecture (EA) Risk Management Policy
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Resource Check proposal for completeness and practicability Change Proposal to be assessed. Determine required CAB members Circulate documents for preparation State reasons and document rejection Notify Change Proposal initiator of rejection Change Proposal rejected.
Change Manager
Schedule CAB meeting
Change Proposal must be rejected
If required, consult with the initiator prior to rejecting the Change Proposal.
Depending on the nature of the Change Proposal to be assessed by the CAB.
CAB meetings may be a mix of formal and electronic meetings, depending on the complexity of the issues to be discussed.
Provide CAB members in advance with information, in particular the Change Proposal and any supporting documents. Change Proposal may be authorized
This possibly includes suggestions on how to modify the proposed Change before it can be re-submitted.
Document Change Proposal authorization
Add the Change Proposal to the Change Schedule Change Proposal authorized.
Resource Change Advisory Board (CAB) Assess risks associated with the Change Proposal Assess risks related to Business processes on the client side. Services. Important parts of the infrastructure. If required, consult with technical experts. Assess the proposed schedule for implementation Assess risks related to Check if there are any reasons to object to the proposed implementation date (e.g. conflicts with the existing Change Schedule). Determine any required modifications to the Change Proposal
Determine if Change Proposal must be escalated
Escalation of Change Proposal not required.
Decide if Change Proposal may be authorized
If the assessment leads to the conclusion that a higher level of authority is required to authorize the proposed Change (e.g. proposal must be authorized by IT Management or the Business Executive Board).
Change Proposal to be escalated (e.g. to IT Management).
Get approval from higher level of authority
If required, consult also with the proposal's initiator.
There are 126 sub-process models of this type on detail level 3
Index of Processes Contained in the ITIL Process Map
Detail: Process Index
The ITIL Process Map offers complete coverage of the ITIL Service Lifecycle.
The following pages provide a complete view of the process hierarchy contained in the ITIL Process Map. Each of the processes on detail levels 0 to 2 is represented by a "Process Overview" diagram. Each sub-process on detail level 3 is represented by a "Process Details" diagram (BPMN activity chain).
Processes (detail levels 1 and 2) linked to "Overview diagrams

The following pages contain vector graphics to see the process models in detail use your PDF viewer's zoom function.
Sub-Processes (detail level 3) linked to "Details" diagrams (BPMN activity chains)
Process Index: Service Strategy
Index of ITIL Processes: Service Strategy
Index of ITIL Processes: Service Design
Index of ITIL Processes: Service Transition
Index of ITIL Processes: Service Operation
Index of ITIL Processes: Continual Service Improvement
Back to Front Page
Process Overviews
Process Details
Service Strategy
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1

Strategy Management for IT Services
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1.1
Strategic Service Assessment Service Strategy Definition Service Strategy Execution
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1.1.1
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1.1.2
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1.1.3
Service Portfolio Management
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1.2
Define and Analyze new or changed Services Approve new or changed Services Service Portfolio Review
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1.2.1
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1.2.2
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1.2.3
Financial Management for IT Services
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1.3
Financial Management Support Financial Planning Financial Analysis and Reporting Service Invoicing
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1.3.1
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1.3.2
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1.3.3
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1.3.4
Demand Management
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1.4
Business Relationship Management
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1.5
Maintain Customer Relationships Identify Service Requirements Sign up Customers to Standard Services Customer Satisfaction Survey Handle Customer Complaints Monitor Customer Complaints
Process Index: Service Strategy

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1.5.1
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1.5.2
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1.5.3
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1.5.4
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1.5.5
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1.5.6
Process Index: Service Design
Back to Front Page
Process Overviews
Process Details
Service Design
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2
Design Coordination
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2.1
Design Coordination Support Service Design Planning Service Design Coordination and Monitoring Technical and Organizational Service Design Service Design Review and RFC Submission
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2.1.1
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2.1.2
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2.1.3
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2.1.4
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2.1.5
Service Catalogue Management
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2.2
Service Level Management
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2.3
Maintenance of the SLM Framework Identification of Service Requirements Agreements Sign-Off and Service Activation Service Level Monitoring and Reporting
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2.3.1
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2.3.2
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2.3.3
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2.3.4
Risk Management
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2.4
Risk Management Support Business Impact and Risk Analysis Assessment of Required Risk Mitigation Risk Monitoring
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2.4.1
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2.4.2
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2.4.3
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2.4.4
Capacity Management
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2.5
Business Capacity Management Service Capacity Management Component Capacity Management Capacity Management Reporting
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2.5.1
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2.5.2
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2.5.3
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2.5.4
Availability Management
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2.6
Design Services for Availability Availability Testing Availability Monitoring and Reporting
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2.6.1
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2.6.2
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2.6.3
IT Service Continuity Management
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2.7
ITSCM Support Design Services for Continuity ITSCM Training and Testing ITSCM Review
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2.7.1
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2.7.2
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2.7.3
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2.7.4
Information Security Management
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2.8
Design of Security Controls Security Testing Management of Security Incidents Security Review
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2.8.1
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2.8.2
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2.8.3
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2.8.4
Compliance Management
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2.9
Architecture Management
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2.10
Supplier Management
Process Index: Service Design

Evaluation of new Suppliers and Contracts Establishing new Suppliers and Contracts Processing of Standard Orders Supplier and Contract Review Contract Renewal or Termination
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2.11
Providing the Supplier Management Framework
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2.11.1
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2.11.2
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2.11.3
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2.11.4
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2.11.5
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2.11.6
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Process Index: Service Transition
Back to Front Page
Process Overviews
Process Details
Service Transition
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3
Change Management
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3.1
Change Management Support Assessment of Change Proposals RFC Logging and Review Assessment and Implementation of Emergency Changes Change Assessment by the Change Manager Change Assessment by the CAB Change Scheduling and Build Authorization Change Deployment Authorization Minor Change Deployment Post Implementation Review and Change Closure
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3.1.1
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3.1.2
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3.1.3
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3.1.4
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3.1.5
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3.1.6
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3.1.7
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3.1.8
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3.1.9
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3.1.10
Change Evaluation
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3.2
Change Evaluation prior to Planning Change Evaluation prior to Build Change Evaluation prior to Deployment Change Evaluation after Deployment
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3.2.1
Project Mgmt. (Transition Planning and Support)
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3.2.2
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3.2.3
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3.2.4
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3.3
Project Initiation Project Planning and Coordination Project Control Project Reporting and Communication
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3.3.1
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3.3.2
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3.3.3
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3.3.4
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3.4
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3.5
Release Management Support Release Planning Release Build Release Deployment Early Life Support Release Closure
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3.5.1
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3.5.2
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3.5.3
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3.5.4
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3.5.5
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3.5.6
Service Validation and Testing
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3.6
Test Model Definition Release Component Acquisition Release Test Service Acceptance Testing
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3.6.1
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3.6.2
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3.6.3
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3.6.4
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3.7
Configuration Identification Configuration Control Configuration Verification and Audit
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3.7.1
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3.7.2
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3.7.3
Process Index: Service Transition
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3.8
11
Process Index: Service Operation
Back to Front Page
Process Overviews
Process Details
Service Operation
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4
Event Management
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4.1
Maintenance of Event Monitoring Mechanisms and Rules Event Filtering and 1st Level Correlation 2nd Level Correlation and Response Selection Event Review and Closure
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4.1.1
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4.1.2
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4.1.3
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4.1.4
Incident Management
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4.2
Incident Management Support Incident Logging and Categorization Immediate Incident Resolution by 1st Level Support Incident Resolution by 2nd Level Support Handling of Major Incidents Incident Monitoring and Escalation Incident Closure and Evaluation Pro-Active User Information Incident Management Reporting
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4.2.1
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4.2.2
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4.2.3
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4.2.4
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4.2.5
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4.2.6
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4.2.7
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4.2.8
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4.2.9
Request Fulfilment
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4.3
Request Fulfilment Support Request Logging and Categorization Request Model Execution Request Monitoring and Escalation Request Closure and Evaluation
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4.3.1
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4.3.2
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4.3.3
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4.3.4
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4.3.5
Access Management
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4.4
Maintenance of Catalogue of User Roles and Access Profiles Processing of User Access Requests
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4.4.1
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4.4.2
Problem Management
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4.5
Proactive Problem Identification Problem Categorization and Prioritization Problem Diagnosis and Resolution Problem and Error Control Problem Closure and Evaluation Major Problem Review Problem Management Reporting
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4.5.1
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4.5.2
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4.5.3
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4.5.4
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4.5.5
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4.5.6
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4.5.7
IT Operations Control
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4.6
Facilities Management
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4.7
Application Management
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4.8
Process Index: Service Operation
Technical Management
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4.9
12
Process Index: Continual Service Improvement
Back to Front Page
Process Overviews
Process Details
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5

Service Review
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5.1
Process Evaluation
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5.2
Process Management Support Process Benchmarking Process Maturity Assessment Process Audit Process Control and Review
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5.2.1
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5.2.2
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5.2.3
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5.2.4
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5.2.5
Definition of CSI Initiatives
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5.3
Monitoring of CSI Initiatives
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5.4
Process Index: Continual Service Improvement
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ITIL Checklists in Microsoft Word Format
The ITIL Process Map contains more than 100 checklists/ document templates.
14
RASCI Matrix: Participation of ITIL Roles in ITIL Processes
Open a process diagram directly from the matrix by clicking on a process name.
Pop-up hints show the process objectives.
Set filters to show the responsibilities for specific roles.
15
IT Process Maps GbR

Dipl.-Ing. Stefan Kempter & Dr. Andrea Kempter Am Hrnle 7 87459 Pfronten Germany Tel. + 49 8363 297396 Fax + 49 8363 297703 E-Mail: info@it-processmaps.com Web: www.it-processmaps.com
Member of itSMF
IT Process Maps GbR, 2013
ITIL is a registered trade mark of AXELOS Limited. The Swirl logo is a trade mark of AXELOS Limited.
Microsoft, Visio, Excel and Word are registered trademarks of Microsoft Corp.
16

Screenshots Itil Process Map Visio

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The ITIL Process Map for Microsoft Visio

Examples and Overview of Contents

ITIL Checklists & Templates

The ITIL Process Map

2013 IT Process Maps GbR | www.it-processmaps.com

Structure of the ITIL Process Map

The ITIL Process Map is organized in a hierarchical way

Level 0: High Level View of ITIL

Hierarchical Structure of the ITIL Process Map

Level 2: ITIL Main Processes

Level 3: ITIL Sub-Processes

The ITIL Process Map

2013 IT Process Maps GbR | www.it-processmaps.com

ITIL Reference Processes Detail Level 0: ITIL Service Lifecycle

Overview: IT Service Management (ITIL Service Lifecycle)

Processes outside the IT Organization

Zoom in using your PDF Viewers Zoom Function!

Processes outside the IT Organization

Customer Agreement Portfolio

Request for Change (RFC) Service Design Package (SDP)

Service Level Agreement (SLA)

CMS/ CMDB Technical/ Administration Manual

Underpinning Contract (UC)

External Supplier Process

Suggested Service Improvement Suggested Process Improvement

Continual Service Improvement

High-Level-View of the ITIL Service Lifecycle

The ITIL Process Map

2013 IT Process Maps GbR | www.it-processmaps.com

ITIL Reference Processes Detail Level 1: Service Transition

Overview: Service Transition

Processes outside the IT Organization

ITIL Processes outside Service Transition

Zoom in using your PDF Viewers Zoom Function!

ITIL Processes outside Service Transition

Processes outside the IT Organization

External Supplier Process

Technical/ Administration Manual User Manual

Data for Project Plan Update

Validation Test Report

Change Evaluation Report

Project Portfolio Status Report

Development/ Install. QA Documentation

Development Work Order

User Manual Technical/ Administration Manual

Validation Test Report

Customer Agreement Portfolio

Definitive Media Library (DML)

Validation Test Report

CMS Change Policy

Definitive Media Library (DML) Continual Service Improvement

Definitive Media Library (DML)

Project Portfolio Status Report

Service Knowledge Mgmt. System (SKMS)

Suggested Process Improvement

There are 5 process models of this type on detail level 1

Back to Front Page

The ITIL Process Map

2013 IT Process Maps GbR | www.it-processmaps.com

ITIL Reference Processes Detail Level 2: Change Management

Overview: Change Management

Processes outside the IT Organization

ITIL Processes outside Service Transition