The ITIL Process Map

The ITIL Process Map

Get a top consultants experience as a tool to be used
Processes outside
the IT Organisation

Processes outside
IT Service Management

Processes outside
IT Service Management

Processes outside
the IT Organisation

in the framework of ITIL and ISO 20000 projects. You

receive independent, insightful, and applicable know
how about ITIL and time-tested advice on how to go

Incident Record

Service Desk and

Incident
Management

about an implementation project.

Service Support

Problem Record
Support Knowledge
Base

Customer Process

User Request

The "Service Desk and Incident

Management" process aims to restore
IT Services to their defined Service
Levels as quickly as possible The
process is also responsible for receiving
and processing Service Requests, for
assisting users, and for coordinating the
Incident Resolution with Specialist
Support Groups. Throughout the
process, users are informed at regular
intervals about their Incidents' status.

Complaints and
Suggestions

IT Planning and
Organisation

Service Support provides all operative processes,

which are necessary for the handling of ServiceInterruptions and for the implementation of
Changes; the availability of the IT Services is
thereby guaranteed.

Incident Management
Report
Data for CMDB
Update

IT Strategy

project through to a transformed IT Organisation,

working along Best-Practice principles. It offers you a

Problem
Management

Security Advisories

complete set of templates for ITIL implementation

IT Planning and
Organisation

Incident Management
Report

Known Error

projects, as well as easily accessible reference

Workaround
The objective of Problem Management
is to resolve the root cause of Incidents,
and to prevent the recurrence of
Incidents related to these errors. It
provides Incident Management with
Temporary Fixes (Workarounds) and
Permanent Solutions to Known Errors.
Proactive Problem Management
identifies and resolves Problems before
Incidents occur, for example by
analysing trends in IT Service Usage or
by investigating historic Incidents.

Planned Service
Downtimes
Notification from
System Monitoring

information for the IT Service Management domain.

Suggestion f. Support
Knowledge Base

Info on Incidents w/
Security Relevance

Problem
Management Report

Forward Schedule of
Changes (FSC)

Request for Change

(RFC)

Organisations that

Change Record

Forward Schedule of
Changes (FSC)

In Change Management, all Changes to the

IT infrastructure and its components
(Configuration Items) are authorised and
documented, in order to ensure that
interruptive effects upon the running
operation are kept to a minimum. The
implementation steps are planned and
communicated, in order to recognise potential
side-effects as early as possible. The Change
Manager and (for further-reaching Changes)
the Change Advisory Board (CAB) bear the
responsibility for this. A specific procedure is
in existence for emergencies, dealing with
Urgent Changes.

Data for CMDB

Update

Planned Service
Downtimes
Notification from
System Monitoring

Release Plan

Service Management according to ITIL, implementing

Detailed Schedule for

Release Rollout

it on their own or using the assistance of con-sultants

need to re-evaluate their ITIL processes

Forward Schedule of
Changes (FSC)

Config Management
Database (CMDB)
Definitive Software
Library (DSL)

Release Plan

Release
Management

The information about Infrastructure and

Services necessary for the IT Service
Management are made available by
Configuration Management. Changes are
documented and the updated status of
the information is regularly checked. With
this, updated and historical information
as to the Configuration Items (CIs) are
continuously available within the
Configuration Management Database
(CMDB).

Data for CMDB

Update

are planning a complete or partial introduction of IT

Application
Management

Problem
Management Report

Release Components

Project Planning Data

Our products and services are designed for IT

Forward Schedule of
Changes (FSC)

Project Planning Data

Configuration
Management

Target Groups

Release Plan

Change
Management

Call for Action

IT Security
Management

Incident Management
Report

Call for Action

Release Components

ICT Infrastructure
Management

steps from the planning of an ITIL or ISO 20000

Release Components

Forward Schedule of
Changes (FSC)

Problem Record

Request for Change

(RFC)

Application
Management

is designed to accompany you in all the necessary

Customer Process

Incident Record

Detailed Schedule for

Release Rollout

Security/ Emergency
Procedures

IT Security
Management

Our ITIL reference model the ITIL Process Map

Proactive User
Information

Release Plan
Data for CMDB
Update

Release Management is the central

responsible body for the implementation
of Changes to the IT Infrastructure, so
that these are carried out in an effective,
secure and verifiable manner. Their tasks
include planning, monitoring and
implementation of respective Rollouts or
Rollins in co-ordination with Change
Management.

Definitive Software
Library (DSL)

prepare themselves for a certification according to

ICT Infrastructure
Management

ISO 20000

Problem
Management Report
Detailed Schedule for
Release Rollout

Our products are also directed at consulting companies, offering their clients an efficient and successful
ITIL implementation.
About IT Process Maps
From our long-standing experience as IT managers
and management consultants we dispose of a solid

Procedures for the

Event of a Disaster

know how in the introduction of IT Service Manage-

Budget Release

Incident Management
Report

ment, as well as Process and Project Management in

Budget Plan

Problem
Management Report

general.

Request for Change

(RFC)

Forward Schedule of
Changes (FSC)

Our focus is on the provision of tools based on time-

Capacity Report

Projected Service
Availability (PSA)

tested Best-Practice recommendations. Should you

Capacity Plan

Config Management
Database (CMDB)

require consulting expertise related to ITIL, we will be

Availability Report

pleased to recommend an experien-ced consulting

Availability
Improvement Plan

Budget Request

partner.

Service Level Report

Service Level
Agreement (SLA)

More Information
At www.it-processmaps.com you can learn more
about us and the ways the ITIL Process Map can be
Service Level
Management

Service Level
Requirements (SLR)

Service Delivery ensures that binding rules for the

operative processes are in existence. It regulates
the planning, contractual and financial topics.

Service Level Management has the

tasks of maintaining the IT
Organisation's Service Catalogue and
reaching binding agreements for internal
and external Service Performances. At
the interface with the client, Service
Level Agreements are agreed. The
Service Level Manager is responsible
for the monitoring of the agreed quality
parameters and where necessary
resorts to counter-measures. The
adequate provision of internal IT
Services is secured via Operational
Level Agreements and Underpinning
Contracts (OLAs/UCs).

Planning Data on
Client-Side
Process and Data
Criticality

IT Planning and
Organisation

Call for Action

Customer Process

Service Level Report

Service Delivery

Service Level Report

Budget Request

Customer Process

applied.

Service Level
Agreement (SLA)

Service Level
Agreement (SLA)

Invoice for Service

Provision

The ITIL Process Map is available in English and

IT Service Continuity
Plan

German for Microsoft Visio, iGrafx Flowcharter/

Process and the ARIS Platform.

Availability Report
Availability
Improvement Plan
Capacity Report

IT Planning and
Organisation

Capacity Plan
IT Strategy

Availability
Management

IT Service Continuity
Plan

Availability Report

2007 Stefan Kempter

Budget Request

Risk Analysis for

Business Processes

IT Security
Management

Availability Management allows IT

Organisations to sustain the availability
of the IT infrastructure in order to meet
the agreed Service Levels defined in
SLAs. It constantly monitors the
achieved availability levels and where
necessary, undertakes corrective
measures.

IT Security
Management Report
Budget Request

Application
Management

IT Service Continuity
Plan

Visio is a Trademark of Microsoft Corp.

Application
Management

ARIS is Trademark of IDS Scheer AG.

Capacity Report

iGrafx Flowcharter/ Process are Trademarks of COREL Corp.

Budget Plan
Budget Request

Project Planning Data

Budget Release
Capacity Management supports the
optimum and cost effective provision of
IT Services by helping IT Organisations
match their IT Resources (Software,
Hardware, Human Resources) to the
business needs. The process involves
estimations of future demand, which are
the basis for planning future capacity
needs, resulting in the Capacity Plan.

Budget Request

Implementation Order

Operational Level
Agreement (OLA)

Call for Action

ICT Infrastructure
Management

COBIT is a Trademark of ISACA (Information Systems Audit and Control Association).

Capacity Plan

Capacity
Management

Call for Action

ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of
Government Commerce, and is Registered in the U.S. Patent and Trademark Office.
IT Infrastructure Library is a Registered Trade Mark of the Office of Government Commerce.

Operational Level
Agreement (OLA)
Availability
Improvement Plan

IT Service
Continuity
Management

Project Planning Data

Budget Request

Availability
Improvement Plan
ITSCM Report
Capacity Plan
Budget Request

Financial
Management for IT
Services
Process of External
Service Provider

Invoice for Service

Provision

IT Service Continuity Management

defines and plans all measures and
processes for unpredicted events of
disaster. The regular analysis of
vulnerabilities, threats and risks
represents a basis for suitable
precautions.

Budget Plan

Budget Release
Financial Management for IT Services
ensures the most economical usage of IT
Financial resources and charges clients for
the provision of IT Services. During this, a
balanced relationship between qualtiy and
costs must be achieved whilst taking into
account the client's requirements. The
carrying out of the regular budget planning
and the clearance of approved financial
means is also one of Financial
Management's tasks.

Service Level Report

IT Service Continuity
Plan

ICT Infrastructure
Management

Budget Plan

Budget Release

Implementation Order

Underpinning
Contract (UC)

Process of External
Service Provider

IT Process Maps GbR

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Tel. + 49 8363 927396
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info@it-processmaps.com
www.it-processmaps.com
Member of itSMF

Representation of ITIL Terms within the Process Models:

Established ITIL Terms and Acronyms from the ITIL Glossary are depicted with a solid line

Incident Record

Other objects are depicted with a dotted line

Budget Request