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The ITIL® Process Map
for Microsoft™ Visio™
Examples and Overview of Contents
© 2013 IT Process Maps GbR | www.it-processmaps.comThe 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
© 2013 IT Process Maps GbR | www.it-processmaps.comThe 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
© 2013 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map 4
ITIL® Reference Processes – Detail Level 0: ITIL® Service Lifecycle
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High-Level-View of the
ITIL® Service Lifecycle
© 2013 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map 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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© 2013 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map 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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© 2013 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map 7
ITIL® Reference Processes – Detail Level 3: Assessment of Change Proposals
There are 126 sub-process
models of this type on
detail level 3
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© 2013 IT Process Maps GbR | www.it-processmaps.comThe 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.
© 2013 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map 9
Process Index: Service Strategy
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Process Index:
Service Strategy
© 2013 IT Process Maps GbR | www.it-processmaps.comThe 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
© 2013 IT Process Maps GbR | www.it-processmaps.comThe 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
© 2013 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map 12
Process Index: Service Operation
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Function! 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
© 2013 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map 13
Process Index: Continual Service Improvement
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Process Index:
Continual Service
Improvement
© 2013 IT Process Maps GbR | www.it-processmaps.comThe 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.
© 2013 IT Process Maps GbR | www.it-processmaps.comThe 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.
© 2013 IT Process Maps GbR | www.it-processmaps.comThe 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, 2013
“ITIL®“ is a Registered Trade Mark of the Cabinet Office
in the United Kingdom and other countries.
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the Cabinet Office in the United Kingdom and other
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