The ITIL Process Map

for Microsoft Visio

Examples and Overview of Contents

Contents

Structure of the ITIL Process Map Page 3

ITIL Process Diagrams

Examples Page 4
Index of Process Diagrams contained in the Page 8
ITIL Process Map

ITIL Checklists & Templates 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

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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. Level 0:
The lower level diagrams can be opened High Level View
of ITIL
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 1:
ITIL Core-
Disciplines

Level 2:
ITIL Main
Hierarchical Structure Processes
The following pages contain vector graphics to of the ITIL Process
see the process models in detail use your PDF Map
viewer's zoom function.

Level 3:
ITIL Sub-Processes

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ITIL Reference Processes Detail Level 0: ITIL Service Lifecycle

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High-Level-View of the
ITIL Service Lifecycle

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ITIL Reference Processes Detail Level 1: Service Transition

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There are 5 process

models of this type on
detail level 1

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ITIL Reference Processes Detail Level 2: Change Management

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There are 24 process

models of this type on
detail level 2

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ITIL Reference Processes Detail Level 3: Assessment of Change Proposals

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There are 126 sub-process

models of this type on
detail level 3

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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).

Sub-Processes (detail
Processes (detail
level 3) linked to
levels 1 and 2) linked
"Details" diagrams
to "Overview
(BPMN activity chains)
diagrams

The following pages contain vector graphics to

see the process models in detail use your PDF
viewer's zoom function.

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Process Index: Service Strategy

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Process Index:
Service Strategy

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Process Index: Service Design

Index of ITIL
Index of ITIL Index of ITIL Index of ITIL Index of ITIL
Processes:
Processes: Processes: Processes: Processes: Back to Front Page
Continual Service
Service Strategy Service Design Service Transition Service Operation
Improvement
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Service Design
Function!
+
2

Design Coordination

+
2.1
Service Design Technical and
Design Coordination Service Design Review
Service Design Planning Coordination and Organizational Service
Support and RFC Submission
Monitoring Design

+ + + + +
2.1.1 2.1.2 2.1.3 2.1.4 2.1.5

Service Catalogue
Management

+
2.2

Service Level
Management

+
2.3
Service Level
Maintenance of the Identification of Service Agreements Sign-Off
Monitoring and
SLM Framework Requirements and Service Activation
Reporting

+ + + +
2.3.1 2.3.2 2.3.3 2.3.4

Risk Management

+
2.4
Assessment of
Risk Management Business Impact and
Required Risk Risk Monitoring
Support Risk Analysis
Mitigation

+ + + +
2.4.1 2.4.2 2.4.3 2.4.4

Capacity Management

+
2.5
Business Capacity Service Capacity Component Capacity Capacity Management
Management Management Management Reporting

+ + + +
2.5.1 2.5.2 2.5.3 2.5.4

Availability
Management

+
2.6
Design Services for Availability Monitoring
Availability Testing
Availability and Reporting

+ + +
2.6.1 2.6.2 2.6.3

IT Service Continuity
Management

+
2.7
Design Services for ITSCM Training and
ITSCM Support ITSCM Review
Continuity Testing

+ + + +
2.7.1 2.7.2 2.7.3 2.7.4

Information Security
Management

+
2.8
Design of Security Management of
Security Testing Security Review
Controls Security Incidents

+ + + +
2.8.1 2.8.2 2.8.3 2.8.4

Compliance
Management

+
2.9

Architecture
Management

+
2.10
Process Index:
Supplier Management Service Design
+
2.11
Providing the Supplier
Evaluation of new Establishing new Processing of Standard Supplier and Contract Contract Renewal or
Management
Suppliers and Contracts Suppliers and Contracts Orders Review Termination
Framework

+ + + + + +
2.11.1 2.11.2 2.11.3 2.11.4 2.11.5 2.11.6

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Process Index: Service Transition

Index of ITIL
Index of ITIL Index of ITIL Index of ITIL Index of ITIL
Processes:
Processes: Processes: Processes: Processes: Back to Front Page
Continual Service
Service Strategy Service Design Service Transition Service Operation
Improvement
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Service Transition

+
3

Change Management

+
3.1
Assessment and Post Implementation
Change Management Assessment of Change RFC Logging and Change Assessment by Change Assessment by Change Scheduling and Change Deployment Minor Change
Implementation of Review and Change
Support Proposals Review the Change Manager the CAB Build Authorization Authorization Deployment
Emergency Changes Closure

+ + + + + + + + + +
3.1.1 3.1.2 3.1.3 3.1.4 3.1.5 3.1.6 3.1.7 3.1.8 3.1.9 3.1.10

Change Evaluation

+
3.2
Change Evaluation Change Evaluation Change Evaluation Change Evaluation after
prior to Planning prior to Build prior to Deployment Deployment

+ + + +
3.2.1 3.2.2 3.2.3 3.2.4

Project Mgmt.
(Transition Planning
and Support)

+
3.3
Project Planning and Project Reporting and
Project Initiation Project Control
Coordination Communication

+ + + +
3.3.1 3.3.2 3.3.3 3.3.4

Application
Development

+
3.4

Release and
Deployment
Management

+
3.5
Release Management
Release Planning Release Build Release Deployment Early Life Support Release Closure
Support

+ + + + + +
3.5.1 3.5.2 3.5.3 3.5.4 3.5.5 3.5.6

Service Validation and

Testing

+
3.6
Release Component Service Acceptance
Test Model Definition Release Test
Acquisition Testing

+ + + +
3.6.1 3.6.2 3.6.3 3.6.4

Service Asset and

Configuration
Management

+
3.7
Configuration Configuration
Configuration Control

Process Index:
Identification Verification and Audit

+ + +
3.7.1 3.7.2 3.7.3

Service Transition
Knowledge
Management

+
3.8

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Process Index: Service Operation

Index of ITIL
Index of ITIL Index of ITIL Index of ITIL Index of ITIL
Processes:
Processes: Processes: Processes: Processes: Back to Front Page
Continual Service
Service Strategy Service Design Service Transition Service Operation
Improvement
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Service Operation

+
4

Event Management

+
4.1
Maintenance of Event
Event Filtering and 1st 2nd Level Correlation Event Review and
Monitoring
Level Correlation and Response Selection Closure
Mechanisms and Rules

+ + + +
4.1.1 4.1.2 4.1.3 4.1.4

Incident Management

+
4.2
Immediate Incident
Incident Management Incident Logging and Incident Resolution by Handling of Major Incident Monitoring Incident Closure and Pro-Active User Incident Management
Resolution by 1st Level
Support Categorization 2nd Level Support Incidents and Escalation Evaluation Information Reporting
Support

+ + + + + + + + +
4.2.1 4.2.2 4.2.3 4.2.4 4.2.5 4.2.6 4.2.7 4.2.8 4.2.9

Request Fulfilment

+
4.3
Request Fulfilment Request Logging and Request Model Request Monitoring Request Closure and
Support Categorization Execution and Escalation Evaluation

+ + + + +
4.3.1 4.3.2 4.3.3 4.3.4 4.3.5

Access Management

+
4.4
Maintenance of
Processing of User
Catalogue of User Roles
Access Requests
and Access Profiles

+ +
4.4.1 4.4.2

Problem Management

+
4.5
Proactive Problem Problem Categorization Problem Diagnosis and Problem and Error Problem Closure and Problem Management
Major Problem Review
Identification and Prioritization Resolution Control Evaluation Reporting

+ + + + + + +
4.5.1 4.5.2 4.5.3 4.5.4 4.5.5 4.5.6 4.5.7

IT Operations Control

+
4.6

Facilities Management

+
4.7

Process Index:
Application
Management

+
4.8
Service Operation
Technical Management

+
4.9

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Process Index: Continual Service Improvement

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Process Index:
Continual Service
Improvement

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ITIL Checklists in Microsoft Word Format

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The ITIL Process Map

contains more than 100
checklists/ document
templates.

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RASCI Matrix: Participation of ITIL Roles in ITIL Processes

Open a process
diagram directly from Pop-up hints show Set filters to show
the matrix by clicking the process the responsibilities
on a process name. objectives. for specific roles.

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 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

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IT Process Maps GbR, 2013

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