Screen Shots Itil Process Map v3 Visio

The ITIL Process Map V3 for Microsoft Visio
Examples and Overview of Contents
Contents
Structure of the ITIL Process Map V3 ITIL V3 Process Diagrams Examples Index of Process Diagrams contained in the ITIL Process Map V3
Page 3
Page 4 Page 9
RASCI Matrix
Page 14
A live demo of the ITIL Process Map can be seen on the Internet at www.it-processmaps.com
2011 IT Process Maps GbR | www.it-processmaps.com
Structure of the ITIL Process Map V3
The ITIL Process Map is organized in a hierarchical way:

Detail levels 0 to 2 contain 26 "Process Overview" diagrams to illustrate the interrelationships of the processes. The user is able to navigate to the next level of detail by clicking on linked objects. At the most detailed level (Level 3), 106 "Process Detail" diagrams (process chains) illustrate the flow of activities in detail.
Level 0:
High Level View of ITIL V3
Level 1: ITIL CoreDiscipline
Level 2:
Hierarchical Structure of the ITIL Process Map

The following pages contain vector graphics you can look at the process models in detail by using your PDF viewer's zoom function.
ITIL Main Process
Level 3: ITIL Process Chain
ITIL V3 Reference Processes Detail Level 0: ITIL V3 Service Lifecycle
Overview: IT Service Management (ITIL V3 Service Lifecycle)
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The ITIL V3 Service Lifecycle
Processes outside the IT Organization
Service Strategy
Service Strategy
+
Service Portfolio
Contract Portfolio
Service Design
Request for Change (RFC) Service Design Package (SDP)
Service Catalogue Service Level Agreement (SLA)
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Customer Process
Business Planning Information Service Requirements
Customer Process
Service Transition
CMS/ CMDB
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External Supplier Process
Supplier Service Level Report
Operational Documentation Underpinning Contract (UC)
Service Operation
Suggested Changes to SLAs, OLAs and UCs Suggested Process Improvement
Continual Service Improvement
Service Improvement Plan (SIP)
High-Level-View of the ITIL V3 Service Lifecycle
Back to Front Page
ITIL V3 Reference Processes Detail Level 1: Service Transition
Overview: Service Transition
ITIL Processes outside Service Transition

IT Service Management
Customer Process
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Superior Process
Projected Service Outage (PSO) End-User Documentation Validation Test Report Service Level Requirements (SLR)
Customer Process
Development/ Install. QA Documentation External Supplier Process End-User Documentation Operational Documentation

Support Request Release Policy Service Strategy Change Schedule

Project Mgmt. (Transition Planning and Support) Project Plan (Service Transition Plan) Validation Test Report
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Change Record Request for Change (RFC)

Project Portfolio Status Report
Service Strategy
Release Record
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Test Model
CMS/ CMDB
Service Catalogue
Release Record
Service Level Requirements (SLR) Service Design Package (SDP)
Data for Service Trans. Plan Update
Service Design Validation Report Validation Test Report
Service Design
Contract Portfolio
Purchase Request
Service Design
Underpinning Contract (UC) Service Acceptance Criteria (SAC) Maintenance Plan/ SOP Change Request to CMS Structure
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Change Management Change Schedule CMS Change Policy
CMS/ CMDB
Change Record

Test Model Service Validation and Testing Change Model
Release Record
Change Schedule
CMS/ CMDB
Service Design Validation Report
Projected Service Outage (PSO)
Enterprise Architecture (EA) Application Framework Risk Management Policy
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Release Record
Validation Test Report Operational Documentation End-User Documentation Suggested Known Error
Validation Test Report
Request for Change (RFC)

Release and Deployment Management
Release Record

Application Development and Customization Development/ Install. QA Documentation End-User Documentation Operational Documentation
Suggested Workaround User Identity Request Request for Access Rights Development Work Order Installation Work Order
Service Operation
User Identity Record
Release Policy
Access Rights
Development Work Order
Incident Record
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Support Request
Service Operation
Major Incident Review Development/ Install. QA Documentation End-User Documentation Operational Documentation
Support Request Change Request to CMS Structure Service Asset and Configuration Management CMS Change Policy
CMS/ CMDB
CMS/ CMDB
CMS/ CMDB
Change Record
Definitive Media Library (DML)
CMS/ CMDB
Post Implementation Review (PIR) Project Portfolio Status Report

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.
Knowledge Management
Service Knowledge Mgmt. System (SKMS)
CMS/ CMDB
There are 5 process models of this type on detail level 1
Suggested Process Improvement
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ITIL V3 Reference Processes Detail Level 2: Change Management
Overview: Change Management


Service Transition Processes
Service Transition Processes
Service Transition
Customer Process
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Superior Processes
Projected Service Outage (PSO)
Customer Process
Change Authorization Hierarchy RFC Template Request for Change (RFC) Service Design Package (SDP)

Service Strategy
Service Strategy
Change Management Support
RFC Assessment Guideline
Change Model
Service Catalogue Service Design
Service Design
Change Schedule
Enterprise Architecture (EA) Risk Management Policy Maintenance Plan/ SOP
CAB Agenda Template
Change Model
Service Operation
Request for Change (RFC) Service Operation
Change Schedule
RFC Logging and PreEvaluation
Change Record
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Post Implementation Review (PIR) Change Record Continual Service Improvement
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Incident Record RFC Classification Request for Change (RFC)
Major Incident Review
Assessment of Emergency RFC by the ECAB
Suggested Process Improvement
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Project Plan (Service Transition Plan) Project Mgmt. (Transition Planning and Support) Change Assessment by the Change Manager Change Record
Change Schedule

Application Development and Customization Project Mgmt. (Transition Planning and Support)
Change Record
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Release Record Change Assessment by the CAB
Release Record
Change Record
Application Development and Customization
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Change Schedule
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Release and Deployment Management
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Change Record Release and Deployment Management Change Scheduling Release Policy Change Record
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Release Record
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Release Record
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Change Schedule Change Schedule

Service Asset and Configuration Management Service Validation and Testing
Service Validation and Testing
Change Record
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CMS Change Policy Service Asset and Configuration Management
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Change Evaluation (Post Implementation Review) Release Record Post Implementation Review (PIR)
CMS/ CMDB
CMS/ CMDB
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Change Record
There are 20 process models of this type on detail level 2
Back to Front Page
ITIL V3 Reference Processes Detail Level 3: Change Assessment by the CAB
Process Details: Change Assessment by the CAB

Superior Processes
Process Owner CAB Agenda Template Change Authorization Hierarchy RFC Assessment Guideline
Change Manager
Change Management Support
Service Transition Change Schedule
Change Assessment by the CAB Change Record Change Scheduling
+ +
Change Management
RFC Classification
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Process Objective: To authorize or reject a proposed Change as well as to ensure a preliminary scheduling and incorporation into the Change Schedule.
Service Asset and Configuration Management
CMS/ CMDB
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Service Design Package (SDP)

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Service Catalogue Service Design
Enterprise Architecture (EA) Risk Management Policy
Resource
Change Manager
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Regular CAB meeting due.
Determine required CAB members
Schedule CAB meeting
Circulate agenda and documents for preparation
RFC must be rejected
State reasons and document rejection
Notify RFC initiator of rejection RFC rejected.
Depending on Changes to be assessed by the CAB.
Provide CAB members in advance with information, e.g. RFCs and any supporting documents. RFC may be authorized Create Change Record from RFC Document Change authorization
RFC to be assessed by the CAB.
RFC authorized.
Resource Change Advisory Board (CAB) Assess risks associated with the proposed Change Assess risks related to Business processes on the client side Services Important parts of the infrastructure If required, consult with technical experts. Assess urgency of the proposed Change Assess consequences if Change is not implemented Assess the proposed schedule for implementation Check if there are any reasons to object to the proposed implementation date. Determine any required modifications to the proposed Change Determine if RFC must be escalated to the next higher level of authority If the assessment leads to the conclusion that a higher level of authority is required to authorize the proposed Change (e.g. RFC must be authorized by IT Management or the Business Executive Board). Decide if proposed Change may be authorized If required, consult also with the RFC initiator.
Escalation of RFC not required
Consider level of damage if the implementation is delayed.
RFC must be escalated to higher level of authority (e.g. IT Management)
Get approval from higher level of authority
There are 106 process models of this type (EPC) on detail level 3
Index of Processes Contained in the ITIL Process Map V3
Detail: Process Index
The ITIL Process Map offers complete coverage of the ITIL V3 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, whereas each process on Detail Level 3 is represented by a "Process Details" diagram (Process Chains).
Processes (detail levels 1 and 2) linked to "Overview diagrams

The following pages contain vector graphics you can look at the process models in detail by using your PDF viewer's zoom function.
Processes (detail level 3) linked to "Details" diagrams (Process 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
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Process Overviews
Process Details
Service Strategy
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1
Service Portfolio Management
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1.1
Strategic Service Assessment Service Strategy Definition Service Portfolio Update Strategic Planning
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1.1.1
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1.1.2
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1.1.3
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1.1.4
Financial Management
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1.2
Financial Management Support Financial Planning Financial Analysis and Reporting Service Invoicing
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1.2.1
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1.2.2
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1.2.3
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1.2.4
Process Index: Service Strategy
Process Index: Service Design
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 Design
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2
Service Catalogue Management
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2.1
Service Level Management
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2.2
Maintenance of the SLM Framework Sign up Customers to Standard Services Identification of Service Requirements Decomposition of Business Service into Supporting Services Technical and Organizational Service Design RFC Compilation and Submission Agreements Sign-Off and Service Activation Service Level Monitoring and Reporting
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2.2.1
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2.2.2
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2.2.3
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2.2.4
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2.2.5
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2.2.6
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2.2.7
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2.2.8
Risk Management
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2.3
Risk Management Support Business Impact and Risk Analysis Assessment of Required Risk Mitigation Risk Monitoring
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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
Capacity Management
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2.4
Business Capacity Management Service Capacity Management Component Capacity Management Capacity Management Reporting
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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
Availability Management
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2.5
Design Services for Availability Availability Testing Availability Monitoring and Reporting
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2.5.1
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2.5.2
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2.5.3
IT Service Continuity Management
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2.6
Design Services for Continuity ITSCM Support ITSCM Training and Testing ITSCM Review
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2.6.1
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2.6.2
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2.6.3
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2.6.4
Information Security Management
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2.7
Design of Security Controls Security Testing Management of Security Incidents Security 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
Compliance Management
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2.8
Architecture Management
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2.9
Supplier Management
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2.10
Providing the Supplier Management Framework Evaluation of New Suppliers and Contracts Establishing New Suppliers and Contracts Processing of Standard Orders Supplier and Contract Review Contract Renewal or Termination
Process Index: Service Design
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2.10.1
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2.10.2
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2.10.3
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2.10.4
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2.10.5
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2.10.6
10
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 RFC Logging and Pre-Evaluation RFC Classification Assessment of Emergency RFC by the ECAB Change Assessment by the Change Manager Change Assessment by the CAB Change Scheduling Change Evaluation (Post Implementation Review)
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3.1.1 Project Mgmt. (Transition Planning and Support)
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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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3.2 Project Initiation Project Planning Project Control Project Reporting and Communication
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3.2.1
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3.2.2
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3.2.3
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3.2.4
Application Development and Customization
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3.3 Release and Deployment Management
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3.4 Release Management Support Minor Release Deployment Release Build Release Deployment Early Life Support Release Closure
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3.4.1
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3.4.2
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3.4.3
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3.4.4
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3.4.5
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3.4.6
Service Validation and Testing
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3.5 Test Model Definition Service Design Validation Release Component Acquisition Release Test Service Acceptance Testing
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3.5.1
Service Asset and Configuration Management
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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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3.6
Configuration Identification Configuration Control Configuration Verification and Audit
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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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3.7
Process Index: Service Transition
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 Categorization Event 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
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 Problem Identification and Categorization 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
IT Operations Management
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4.6
IT Facilities Management
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4.7
Process Index: Service Operation
12
Process Index: Continual Service Improvement

Back to Front Page
Process Overviews
Process Details
+
5
Service Evaluation
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5.1 Complaints Management Customer Satisfaction Survey Service Review
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5.1.1
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5.1.2
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5.1.3
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
13
RASCI Matrix: Participation of ITIL Roles in ITIL V3 Processes
Open a process diagram directly from the matrix by clicking on a process name.
Pop-up hints show the process objectives.
14
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 Email: info@it-processmaps.com Web: www.it-processmaps.com
Member of itSMF
IT Process Maps GbR, 2011
ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
IT Infrastructure Library is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Microsoft, Visio, Excel and Word are registered trademarks of Microsoft Corp.
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The ITIL Process Map V3 for Microsoft Visio

Examples and Overview of Contents

The ITIL Process Map V3 for Microsoft Visio

2011 IT Process Maps GbR | www.it-processmaps.com

Structure of the ITIL Process Map V3

The ITIL Process Map is organized in a hierarchical way:

Level 1: ITIL CoreDiscipline

Hierarchical Structure of the ITIL Process Map

ITIL Main Process

Level 3: ITIL Process Chain

The ITIL Process Map V3 for Microsoft Visio

2011 IT Process Maps GbR | www.it-processmaps.com

ITIL V3 Reference Processes Detail Level 0: ITIL V3 Service Lifecycle

Overview: IT Service Management (ITIL V3 Service Lifecycle)

Zoom in using your PDF Viewers Zoom Function!

Processes outside the IT Organization

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

Service Catalogue Service Level Agreement (SLA)

Operational Documentation Underpinning Contract (UC)

External Supplier Process

Suggested Changes to SLAs, OLAs and UCs Suggested Process Improvement

Continual Service Improvement

Service Improvement Plan (SIP)

High-Level-View of the ITIL V3 Service Lifecycle

Back to Front Page

The ITIL Process Map V3 for Microsoft Visio

2011 IT Process Maps GbR | www.it-processmaps.com

ITIL V3 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

Support Request Release Policy Service Strategy Change Schedule

Project Portfolio Status Report

Service Level Requirements (SLR) Service Design Package (SDP)

Data for Service Trans. Plan Update

Service Design Validation Report Validation Test Report

Service Design Validation Report

Projected Service Outage (PSO)

Enterprise Architecture (EA) Application Framework Risk Management Policy

Validation Test Report

Request for Change (RFC)

User Identity Record

Development Work Order

Definitive Media Library (DML)

Definitive Media Library (DML)

Definitive Media Library (DML)

Post Implementation Review (PIR) Project Portfolio Status Report

Continual Service Improvement

Service Knowledge Mgmt. System (SKMS)

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

Suggested Process Improvement

Back to Front Page

The ITIL Process Map V3 for Microsoft Visio

2011 IT Process Maps GbR | www.it-processmaps.com

ITIL V3 Reference Processes Detail Level 2: Change Management

Overview: Change Management

Zoom in using your PDF Viewers Zoom Function!

Processes outside the IT Organization

ITIL Processes outside Service Transition

Service Transition Processes