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The ITIL® Process Map for Microsoft™ Visio™ Examples and Overview of Contents
© 2012 IT Process Maps GbR | www.it-processmaps.com The ITIL® Process Map 2
Contents
A live demo of the ITIL® Process Map can be seen on the Internet at www.it-processmaps.com
Structure of the ITIL® Process Map Page 3
ITIL® Process Diagrams
Examples Page 4
Index of Process Diagrams contained in the ITIL® Process Map
Page 8
ITIL® Checklists & Templates Page 14
RASCI Matrix Page 15
© 2012 IT Process Maps GbR | www.it-processmaps.com The ITIL® Process Map 3
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.
The following pages contain vector graphics – to see the process models in detail use your PDF viewer's zoom function.
Structure of the ITIL® Process Map
Hierarchical Structure of the ITIL® Process Map
Level 0: High Level View of ITIL®
Level 3: ITIL® Sub-Processes
Level 1: ITIL® Core-Disciplines
Level 2: ITIL® Main Processes
© 2012 IT Process Maps GbR | www.it-processmaps.com The ITIL® Process Map
Processesoutside the
IT Organization
Processesoutside the
IT Organization
Overview: IT Service Management (ITIL® Service Lifecycle)
Customer Process
Business Planning Information
»
Desired Service Outcomes
External Supplier Process »
Supplier Service Level Report
»
Service Catalogue
Customer Process
External Supplier Process»
Underpinning Contract (UC)
The ITIL® Service Lifecycle
+
Service Strategy
»
Service Strategy
»
Service Portfolio
+
Service Design
»
Request for Change (RFC)
»
Service Design Package (SDP)
+
Service Transition
»
CMS/ CMDB
Technical/ Administration
Manual
+
Service Operation
Suggested Service Improvement
Suggested Process Improvement
+
Continual Service
Improvement »
CSI Register
»
Customer Agreement
Portfolio
Back to Front Page
»
Service Level Agreement (SLA)
4
ITIL® Reference Processes – Detail Level 0: ITIL® Service Lifecycle
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High-Level-View of the ITIL® Service Lifecycle
© 2012 IT Process Maps GbR | www.it-processmaps.com The ITIL® Process Map
Processes outside the IT Organization
ITIL Processes outside Service Transition
ITIL Processes outside Service Transition
Processes outside the IT Organization
Overview: Service Transition
Customer Process Customer Process
»
Validation Test Report
»
Projected Service Outage (PSO)
User Manual
Support Request
»
Validation Test Report
External Supplier Process
External Supplier Process
User Manual
Technical/ Administration
Manual
+
Service Strategy+
Service Strategy
»CMS/ CMDB
»
Project Portfolio Status Report
»
Request for Change (RFC)
»
Service Design Package (SDP)
»
Service Acceptance Criteria (SAC)
»Service Catalogue
»
Customer Agreement Portfolio
+
Service Design+
Service Design
»CMS/ CMDB
»
Validation Test Report
Purchase Request
+
Service Operation
+
Service Operation
»Change Record
»
Request for Change (RFC)
»
Change Evaluation Report
»
Project Portfolio Status Report
»CMS/ CMDB
Suggested Process Improvement
+
Continual Service Improvement
+
Continual Service Improvement
»CMS/ CMDB
»
Definitive Media Library (DML)
»Change Model
»Change Schedule
Technical/ Administration
Manual
User Manual
»CMS/ CMDB
+
IT Service Management
Superior Process
+
Change Evaluation
»
Change Evaluation Report
+
Change Management
»Change Schedule
»Change Record
+
Release and Deployment
Management »Release Record
Development Work Order
»Release Policy
+
Service Validation and Testing
»Test Model
»
Validation Test Report
+
Knowledge Management
»
Service Knowledge Mgmt. System
(SKMS)
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.
Back to Front Page
+
Application Development User Manual
Technical/ Administration
Manual
Development/ Install. QA
Documentation
+
Service Asset and Configuration Management »
CMS/ CMDB
»CMS Change Policy
»
Definitive Media Library (DML)
»CMS/ CMDB
Change Request to CMS Structure
»
Definitive Media Library (DML)
+
Project Mgmt. (Transition Planning
and Support) »
Project Plan (Service Transition Plan)
»
Project Portfolio Status Report
»Change Record
»Change Schedule
Data for Project Plan Update
»Change Proposal
5
ITIL® Reference Processes – Detail Level 1: Service Transition
There are 5 process models of this type on detail level 1
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© 2012 IT Process Maps GbR | www.it-processmaps.com The ITIL® Process Map
Processes outside the IT Organization
ITIL Processes outside Service Transition
Service Transition Processes
Service Transition Processes
ITIL Processes outside Service Transition
Processes outside the IT Organization
Overview: Change Management
Customer Process
External Supplier Process
+
Service Strategy
+
Service Design
»
Request for Change (RFC)
»Incident Record
»
Major Incident Review
+
Service Operation
+
Project Mgmt. (Transition Planning
and Support)
Customer Process
»
Projected Service Outage (PSO)
External Supplier Process
+
Service Strategy
+
Service Design
+
Service Operation
»Change Schedule
»Change Model
»
Change Evaluation Report
Suggested Process Improvement
+
Project Mgmt. (Transition Planning
and Support)
+
Continual Service Improvement
+
Continual Service Improvement
»
Project Plan (Service Transition Plan)
»
Project Portfolio Status Report
»Change Record
»Change Schedule
»Change Model
+
Application Development
+
Application Development
»Change Schedule
+
Release and Deployment
Management
+
Release and Deployment
Management »Release Policy
+
Service Validation and Testing
+
Service Validation and Testing
»CMS/ CMDB
+
Service Asset and Configuration Management
+
Service Asset and Configuration Management »
CMS/ CMDB
+
Knowledge Management
+
Knowledge Management
»Change Proposal
»
Service Design Package (SDP)
»
Request for Change (RFC)
»Service Catalogue
»
Enterprise Architecture (EA)
»
Risk Management Policy
+
Change Evaluation
»
Change Evaluation Report
»
Validation Test Report
»CMS Change Policy
»Change Schedule
»Change Record
»Change Model
+
Change Evaluation
»Change Model
»Change Record
+
Service Transition
Superior Processes
Back to Front Page
+
IT Service Management
+
Assessment of Change Proposals
»Change Proposal
+
RFC Logging and Review
»Change Record
+
Change Assessment by the Change Manager
»Change Record
+
Assessment and Implementation of
Emergency Changes »Change Record
+
Minor Change Deployment
»Change Record
»
Change Evaluation Report
+
Change Assessment by the CAB
»Change Record
»
Change Evaluation Report
+
Change Scheduling and Build Authorization
»Change Record
»
Change Evaluation Report
+
Change Deployment Authorization
»Change Record
»
Change Evaluation Report
+
Post Implementation Review and Change
Closure
+
Change Management Support
»
Change Management Policy
»
CAB Agenda Template
»Change Model
»Change Schedule
»RFC Template
»Change Schedule
»
Change Evaluation Report
»Change Record
»Release Record
6
ITIL® Reference Processes – Detail Level 2: Change Management
There are 24 process models of this type on detail level 2
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© 2012 IT Process Maps GbR | www.it-processmaps.com The ITIL® Process Map 7
ITIL® Reference Processes – Detail Level 3: Assessment of Change Proposals
Resource
Process Owner Superior Processes
Process Details: Assessment of Change Proposals
+
Assessment of Change Proposals
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.
+
Service Strategy
»Change Proposal
+
Change Management Support
»Change Model
+
Service Asset and Configuration Management
+
Service Design
»
Enterprise Architecture (EA)
Change Proposal to be assessed.
Back to Front Page
Change Manager
Change Manager
+
Change Management
+
Service Transition
+
IT Service Management
»Change Schedule
»
Change Management Policy
»CMS/ CMDB
»
Risk Management Policy
»Service Catalogue
+
Change Management Support
»Change Schedule
+
RFC Logging and Review
»Change Proposal
Check proposal for completeness and practicability
Determine required CAB
members
Schedule CAB meeting
Circulate documents for
preparation
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.
Resource
Change Advisory Board (CAB)
Assess risks associated with
the Change Proposal
Assess the proposed
schedule for implementation
Determine any required
modifications to the Change
Proposal
Determine if Change Proposal
must be escalated
Assess risks related to · Business processes on
the client side.· Services.· Important parts of the
infrastructure. If required, consult with technical experts.
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).
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).
Get approval from higher level of
authority
Escalation of Change Proposal not required.
Change Proposal to be escalated (e.g. to IT Management).
Decide if Change Proposal may be
authorized
If required, consult also with the proposal's initiator.
State reasons and document rejection
Change Proposal must be rejected
This possibly includes suggestions on how to modify the proposed Change before it can be re-submitted.
Notify Change Proposal initiator
of rejection
Change Proposal rejected.
Document Change Proposal
authorization
Add the Change Proposal to the
Change Schedule
Change Proposal authorized.
Change Proposal may be authorized
There are 126 sub-process models of this type on detail level 3
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© 2012 IT Process Maps GbR | www.it-processmaps.com The ITIL® Process Map 8
Index of Processes Contained in the ITIL® Process Map
Processes (detail levels 1 and 2) linked to "Overview“ diagrams
Sub-Processes (detail level 3) linked to "Details" diagrams (BPMN activity chains)
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).
The following pages contain vector graphics – to see the process models in detail use your PDF viewer's zoom function.
© 2012 IT Process Maps GbR | www.it-processmaps.com The ITIL® Process Map
Process Overviews Process Details
Index of ITIL Processes:
Service Design
Index of ITIL Processes:
Service Transition
Index of ITIL Processes:
Service Operation
Back to Front Page
Index of ITIL Processes:
Service Strategy
Index of ITIL Processes:
Continual Service Improvement
+
Service Strategy
1
+
Service Portfolio Management
1.2
+
Strategy Management for IT Services
1.1
+
Strategic Service Assessment
1.1.1
+
Service Strategy Definition
1.1.2
+
Service Strategy Execution
1.1.3
+
Define and Analyze new or changed
Services
1.2.1
+
Approve new or changed Services
1.2.2
+
Service Portfolio Review
1.2.3
+
Financial Management for IT Services
1.3
+
Financial Management Support
1.3.1
+
Financial Planning
1.3.2
+
Financial Analysis and Reporting
1.3.3
+
Service Invoicing
1.3.4
+
Demand Management
1.4
+
Business Relationship Management
1.5
+
Maintain Customer Relationships
1.5.1
+
Identify Service Requirements
1.5.2
+
Sign up Customers to Standard Services
1.5.3
+
Customer Satisfaction Survey
1.5.4
+
Handle Customer Complaints
1.5.5
+
Monitor Customer Complaints
1.5.6
9
Process Index: Service Strategy
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Process Index: Service Strategy
© 2012 IT Process Maps GbR | www.it-processmaps.com The ITIL® Process Map 10
Process Index: Service Design
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Process Overviews Process Details
Index of ITIL Processes:
Service Design
Index of ITIL Processes:
Service Transition
Index of ITIL Processes:
Service Operation
Back to Front Page
Index of ITIL Processes:
Service Strategy
Index of ITIL Processes:
Continual Service Improvement
+
Service Design
2
+
Service Level Monitoring and
Reporting
2.3.4
+
Agreements Sign-Off and Service Activation
2.3.3
+
Identification of Service Requirements
2.3.2
+
Maintenance of the SLM Framework
2.3.1
+
Service Level Management
2.3
+
Service Catalogue Management
2.2
+
Risk Management
2.4
+
Business Impact and Risk Analysis
2.4.2
+
Assessment of Required Risk
Mitigation
2.4.3
+
Risk Monitoring
2.4.4
+
Capacity Management
2.5
+
Business Capacity Management
2.5.1
+
Service Capacity Management
2.5.2
+
Component Capacity Management
2.5.3
+
Capacity Management Reporting
2.5.4
+
Availability Management
2.6
+
Design Services for Availability
2.6.1
+
Availability Testing
2.6.2
+
Availability Monitoring and Reporting
2.6.3
+
IT Service Continuity Management
2.7
+
Design Services for Continuity
2.7.2
+
ITSCM Support
2.7.1
+
ITSCM Training and Testing
2.7.3
+
ITSCM Review
2.7.4
+
Information Security Management
2.8
+
Design of Security Controls
2.8.1
+
Security Testing
2.8.2
+
Management of Security Incidents
2.8.3
+
Security Review
2.8.4
+
Compliance Management
2.9
+
Architecture Management
2.10
+
Supplier Management
2.11
+
Providing the Supplier Management Framework
2.11.1
+
Evaluation of new Suppliers and Contracts
2.11.2
+
Establishing new Suppliers and Contracts
2.11.3
+
Processing of Standard Orders
2.11.4
+
Supplier and Contract Review
2.11.5
+
Contract Renewal or Termination
2.11.6
+
Risk Management Support
2.4.1
+
Design Coordination
2.1
+
Design Coordination Support
2.1.1
+
Service Design Planning
2.1.2
+
Service Design Coordination and
Monitoring
2.1.3
+
Technical and Organizational Service
Design
2.1.4
+
Service Design Review and RFC Submission
2.1.5
Process Index: Service Design
© 2012 IT Process Maps GbR | www.it-processmaps.com The ITIL® Process Map
Process Overviews Process Details
Index of ITIL Processes:
Service Design
Index of ITIL Processes:
Service Transition
Index of ITIL Processes:
Service Operation
Back to Front Page
Index of ITIL Processes:
Service Strategy
Index of ITIL Processes:
Continual Service Improvement
+
Service Transition
3
+
Change Management
3.1
+
Change Management Support
3.1.1
+
RFC Logging and Review
3.1.3
+
Assessment and Implementation of
Emergency Changes
3.1.4
+
Change Assessment by the CAB
3.1.6
+
Change Assessment by the Change Manager
3.1.5
+
Change Scheduling and Build Authorization
3.1.7
+
Change Deployment Authorization
3.1.8
+
Project Mgmt. (Transition Planning
and Support)
3.3
+
Project Initiation
3.3.1
+
Project Planning and Coordination
3.3.2
+
Project Control
3.3.3
+
Project Reporting and Communication
3.3.4
+
Application Development
3.4
+
Release and Deployment
Management
3.5
+
Release Management Support
3.5.1
+
Release Build
3.5.3
+
Release Deployment
3.5.4
+
Release Closure
3.5.6
+
Early Life Support
3.5.5
+
Service Validation and Testing
3.6
+
Service Asset and Configuration Management
3.7
+
Configuration Identification
3.7.1
+
Configuration Verification and Audit
3.7.3
+
Knowledge Management
3.8
+
Test Model Definition
3.6.1
+
Release Component Acquisition
3.6.2
+
Release Test
3.6.3
+
Service Acceptance Testing
3.6.4
+
Configuration Control
3.7.2
+
Change Evaluation
3.2
+
Change Evaluation prior to Planning
3.2.1
+
Change Evaluation prior to Build
3.2.2
+
Change Evaluation prior to Deployment
3.2.3
+
Change Evaluation after Deployment
3.2.4
+
Minor Change Deployment
3.1.9
+
Post Implementation Review and Change
Closure
3.1.10
+
Assessment of Change Proposals
3.1.2
+
Release Planning
3.5.2
11
Process Index: Service Transition
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Process Index: Service Transition
© 2012 IT Process Maps GbR | www.it-processmaps.com The ITIL® Process Map 12
Process Index: Service Operation
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Process Overviews Process Details
Index of ITIL Processes:
Service Design
Index of ITIL Processes:
Service Transition
Index of ITIL Processes:
Service Operation
Back to Front Page
Index of ITIL Processes:
Service Strategy
Index of ITIL Processes:
Continual Service Improvement
+
Service Operation
4
+
Event Management
4.1
+
Maintenance of Event Monitoring
Mechanisms and Rules
4.1.1
+
Event Filtering and 1st Level Correlation
4.1.2
+
2nd Level Correlation and Response Selection
4.1.3
+
Event Review and Closure
4.1.4
+
Incident Management
4.2
+
Incident Management Support
4.2.1
+
Incident Logging and Categorization
4.2.2
+
Immediate Incident Resolution by 1st Level
Support
4.2.3
+
Incident Resolution by 2nd Level Support
4.2.4
+
Handling of Major Incidents
4.2.5
+
Incident Monitoring and Escalation
4.2.6
+
Incident Closure and Evaluation
4.2.7
+
Pro-Active User Information
4.2.8
+
Incident Management Reporting
4.2.9
+
Request Fulfilment
4.3
+
Access Management
4.4
+
Maintenance of Catalogue of User Roles
and Access Profiles
4.4.1
+
Processing of User Access Requests
4.4.2
+
Problem Management
4.5
+
Problem Categorization and Prioritization
4.5.2
+
Problem Diagnosis and Resolution
4.5.3
+
Problem and Error Control
4.5.4
+
Problem Closure and Evaluation
4.5.5
+
Major Problem Review
4.5.6
+
Problem Management Reporting
4.5.7
+
IT Operations Control
4.6
+
Facilities Management
4.7
+
Proactive Problem Identification
4.5.1
+
Request Fulfilment Support
4.3.1
+
Request Logging and Categorization
4.3.2
+
Request Model Execution
4.3.3
+
Request Monitoring and Escalation
4.3.4
+
Request Closure and Evaluation
4.3.5
+
Application Management
4.8
+
Technical Management
4.9
Process Index: Service Operation
© 2012 IT Process Maps GbR | www.it-processmaps.com The ITIL® Process Map
Process Overviews Process Details
Index of ITIL Processes:
Service Design
Index of ITIL Processes:
Service Transition
Index of ITIL Processes:
Service Operation
Back to Front Page
Index of ITIL Processes:
Service Strategy
Index of ITIL Processes:
Continual Service Improvement
+
Continual Service Improvement
5
+
Service Review
5.1
+
Process Evaluation
5.2
+
Process Management Support
5.2.1
+
Process Benchmarking
5.2.2
+
Process Maturity Assessment
5.2.3
+
Process Audit
5.2.4
+
Process Control and Review
5.2.5
+
Definition of CSI Initiatives
5.3
+
Monitoring of CSI Initiatives
5.4
13
Process Index: Continual Service Improvement
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Process Index: Continual Service Improvement
© 2012 IT Process Maps GbR | www.it-processmaps.com The ITIL® Process Map 14
ITIL® Checklists in Microsoft Word™ Format
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The ITIL® Process Map contains more than 100 checklists/ document templates.
© 2012 IT Process Maps GbR | www.it-processmaps.com The ITIL® Process Map 15
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.
© 2012 IT Process Maps GbR | www.it-processmaps.com The ITIL® Process Map 16
IT Process Maps GbR
Dipl.-Ing. Stefan Kempter & Dr. Andrea Kempter
Am Hörnle 7 87459 Pfronten Germany
Tel. + 49 8363 297396 Fax + 49 8363 297703 E-Mail: [email protected]
Web: www.it-processmaps.com
Member of itSMF
© IT Process Maps GbR, 2012
“ITIL®“ is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
“IT Infrastructure Library®“ is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
“Microsoft™“, “Visio™“, “Excel®“ and “Word™“ are registered trademarks of Microsoft Corp.
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