Screenshots Itil Process Map Visio

The ITIL Process Map for Microsoft Visio
Examples and Overview of Contents
Contents
Structure of the ITIL Process Map ITIL Process Diagrams Examples Index of Process Diagrams contained in the ITIL Process Map ITIL Checklists & Templates
Page 3
Page 4 Page 8
Page 14
RASCI Matrix
Page 15
A live demo of the ITIL Process Map can be seen on the Internet at www.it-processmaps.com
The ITIL Process Map
2013 IT Process Maps GbR | www.it-processmaps.com
Structure of the ITIL Process Map
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.
Level 0: High Level View of ITIL
Level 1: ITIL CoreDisciplines
The following pages contain vector graphics to see the process models in detail use your PDF viewer's zoom function.
Hierarchical Structure of the ITIL Process Map
Level 2: ITIL Main Processes
Level 3: ITIL Sub-Processes
ITIL Reference Processes Detail Level 0: ITIL Service Lifecycle
Zoom in using your PDF Viewers Zoom Function!
High-Level-View of the ITIL Service Lifecycle
ITIL Reference Processes Detail Level 1: Service Transition
There are 5 process models of this type on detail level 1
ITIL Reference Processes Detail Level 2: Change Management
There are 24 process models of this type on detail level 2
ITIL Reference Processes Detail Level 3: Assessment of Change Proposals
There are 126 sub-process models of this type on detail level 3
Index of Processes Contained in the ITIL Process Map
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).
Processes (detail levels 1 and 2) linked to "Overview diagrams

The following pages contain vector graphics to see the process models in detail use your PDF viewer's zoom function.
Sub-Processes (detail level 3) linked to "Details" diagrams (BPMN activity chains)
Process Index: Service Strategy
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
Design Coordination
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2.1
Design Coordination Support Service Design Planning Service Design Coordination and Monitoring Technical and Organizational Service Design Service Design Review and RFC Submission
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2.1.1
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2.1.2
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2.1.3
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2.1.4
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2.1.5
Service Catalogue Management
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2.2
Service Level Management
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2.3
Maintenance of the SLM Framework Identification of Service Requirements Agreements Sign-Off and Service Activation Service Level Monitoring and Reporting
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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
Risk Management
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2.4
Risk Management Support Business Impact and Risk Analysis Assessment of Required Risk Mitigation Risk Monitoring
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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
Capacity Management
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2.5
Business Capacity Management Service Capacity Management Component Capacity Management Capacity Management Reporting
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2.5.1
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2.5.2
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2.5.3
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2.5.4
Availability Management
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2.6
Design Services for Availability Availability Testing Availability Monitoring and Reporting
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2.6.1
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2.6.2
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2.6.3
IT Service Continuity Management
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2.7
ITSCM Support Design Services for Continuity ITSCM Training and Testing ITSCM 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
Information Security Management
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2.8
Design of Security Controls Security Testing Management of Security Incidents Security Review
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2.8.1
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2.8.2
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2.8.3
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2.8.4
Compliance Management
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2.9
Architecture Management
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2.10
Supplier Management
Process Index: Service Design

Evaluation of new Suppliers and Contracts Establishing new Suppliers and Contracts Processing of Standard Orders Supplier and Contract Review Contract Renewal or Termination
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2.11
Providing the Supplier Management Framework
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2.11.1
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2.11.2
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2.11.3
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2.11.4
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2.11.5
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2.11.6
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 Assessment of Change Proposals RFC Logging and Review Assessment and Implementation of Emergency Changes Change Assessment by the Change Manager Change Assessment by the CAB Change Scheduling and Build Authorization Change Deployment Authorization Minor Change Deployment Post Implementation Review and Change Closure
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3.1.1
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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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3.1.9
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3.1.10
Change Evaluation
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3.2
Change Evaluation prior to Planning Change Evaluation prior to Build Change Evaluation prior to Deployment Change Evaluation after Deployment
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3.2.1
Project Mgmt. (Transition Planning and Support)
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3.2.2
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3.2.3
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3.2.4
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3.3
Project Initiation Project Planning and Coordination Project Control Project Reporting and Communication
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3.3.1
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3.3.2
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3.3.3
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3.3.4
Application Development
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3.4
Release and Deployment Management
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3.5
Release Management Support Release Planning Release Build Release Deployment Early Life Support Release Closure
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3.5.1
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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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3.5.6
Service Validation and Testing
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3.6
Test Model Definition Release Component Acquisition Release Test Service Acceptance Testing
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3.6.1
Service Asset and Configuration Management
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3.6.2
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3.6.3
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3.6.4
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3.7
Configuration Identification Configuration Control Configuration Verification and Audit
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3.7.1
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3.7.2
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3.7.3
Process Index: Service Transition
Knowledge Management
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3.8
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 1st Level Correlation 2nd Level 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
Request Fulfilment Support Request Logging and Categorization Request Model Execution Request Monitoring and Escalation Request Closure and Evaluation
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4.3.1
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4.3.2
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4.3.3
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4.3.4
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4.3.5
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
Proactive Problem Identification Problem Categorization and Prioritization 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
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4.5.7
IT Operations Control
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4.6
Facilities Management
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4.7
Application Management
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4.8
Process Index: Service Operation
Technical Management
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4.9
12
Process Index: Continual Service Improvement
Process Index: Continual Service Improvement
13
ITIL Checklists in Microsoft Word Format
The ITIL Process Map contains more than 100 checklists/ document templates.
14
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.
15
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 E-Mail: info@it-processmaps.com 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. 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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The ITIL Process Map for Microsoft Visio

Examples and Overview of Contents

The ITIL Process Map

2013 IT Process Maps GbR | www.it-processmaps.com

Structure of the ITIL Process Map

The ITIL Process Map is organized in a hierarchical way

Level 0: High Level View of ITIL

Level 1: ITIL CoreDisciplines

Hierarchical Structure of the ITIL Process Map

Level 2: ITIL Main Processes

Level 3: ITIL Sub-Processes

The ITIL Process Map

2013 IT Process Maps GbR | www.it-processmaps.com

ITIL Reference Processes Detail Level 0: ITIL Service Lifecycle

Zoom in using your PDF Viewers Zoom Function!

High-Level-View of the ITIL Service Lifecycle

The ITIL Process Map

2013 IT Process Maps GbR | www.it-processmaps.com

ITIL Reference Processes Detail Level 1: Service Transition

Zoom in using your PDF Viewers Zoom Function!

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

The ITIL Process Map

2013 IT Process Maps GbR | www.it-processmaps.com

ITIL Reference Processes Detail Level 2: Change Management

Zoom in using your PDF Viewers Zoom Function!

There are 24 process models of this type on detail level 2

The ITIL Process Map

2013 IT Process Maps GbR | www.it-processmaps.com

ITIL Reference Processes Detail Level 3: Assessment of Change Proposals

Zoom in using your PDF Viewers Zoom Function!

There are 126 sub-process models of this type on detail level 3

The ITIL Process Map

2013 IT Process Maps GbR | www.it-processmaps.com

Index of Processes Contained in the ITIL Process Map

Detail: Process Index

Processes (detail levels 1 and 2) linked to "Overview diagrams

Sub-Processes (detail level 3) linked to "Details" diagrams (BPMN activity chains)

The ITIL Process Map

2013 IT Process Maps GbR | www.it-processmaps.com

Process Index: Service Strategy

Zoom in using your PDF Viewers Zoom Function!

Process Index: Service Strategy

The ITIL Process Map

2013 IT Process Maps GbR | www.it-processmaps.com

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

Zoom in using your PDF Viewers Zoom Function!

Service Catalogue Management

Service Level Management

IT Service Continuity Management

Information Security Management

Process Index: Service Design

The ITIL Process Map

2013 IT Process Maps GbR | www.it-processmaps.com

Process Index: Service Transition

Index of ITIL Processes: Service Strategy

Index of ITIL Processes: Service Design

Index of ITIL Processes: Service Transition