PROCESS MAP BASED ON ITIL

Business Processes
Provider
Strategy Management for IT Services Business Continuity
Management

SERVICE STRATEGY
Strategy

Management

*
+ Provider
Perspective, Positions, Plans, Patterns

Supplier
Strategic
Partnership
Business Relationship Financial Cost Models Service Portfolio Service
Packages
Demand
Management Management Management Management Business Impact
Analysis

Portfolio, Opportunities, Outcomes

Patterns of Business Activity

UC
Service
Charter

*
Design Coordination

Management
Application
SERVICE DESIGN
Specification
& Coordination

ITIL is a Registered Trade Mark of AXELOS Limited. Copyright SERVIEW GmbH.

Service Level Service Catalogue Information Security Capacity Availability IT Service Supplier
Continuity

*Provide resources and capabilities for the entire lifecycle

Management Management Management Management Management Management Management
SDP

Resources & Capabilities

Security Policy Data

Transition Planning & Support

Customer

Planning

IT Operations
*
Management
& Coordination

SERVICE TRANSITION
SLA

RfC
Service Validation Test Report Change Evaluation Knowledge
& Testing Management
Release & Deployment Change Evaluation
Report Service Asset &
Management Release Policy Change Policy Management Data Configuration

Resources & Capabilities

Control
Management

RfC
New/Changed Service

Standard Change
Data
Incident

*
Management
Access
Report

SERVICE OPERATION

Technical
Service Access Incident Known Error
Problem Problem Event Request
Desk Management Management Incident Management Management Fulfilment
User

Support &
Fulfilment Data
Incidents Event
Service
Request Request
Known
Incident Error
Service Request

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