Design Coordination

Process Objective: To coordinate all service design activities, processes and resources.
Design coordination ensures the consistent and effective design of new or changed IT
services, service management information systems, architectures, technology, processes,
information and metrics.

Service Catalogue Management

Process Objective: To ensure that a Service Catalogue is produced and maintained,
containing accurate information on all operational services and those being prepared to be
run operationally. Service Catalogue Management provides vital information for all other
Service Management processes: Service details, current status and the services'
interdependencies.

Service Level Management

Process Objective: To negotiate Service Level Agreements with the customers and to
design services in accordance with the agreed service level targets. Service Level
Management is also responsible for ensuring that all Operational Level Agreements and
Underpinning Contracts are appropriate, and to monitor and report on service levels.

Risk Management
Process Objective: To identify, assess and control risks. This includes analyzing the value
of assets to the business, identifying threats to those assets, and evaluating how
vulnerable each asset is to those threats.

Capacity Management
Process Objective: To ensure that the capacity of IT services and the IT infrastructure is
able to deliver the agreed service level targets in a cost effective and timely manner.
Capacity Management considers all resources required to deliver the IT service, and plans
for short, medium and long term business requirements.

Availability Management
Process Objective: To define, analyze, plan, measure and improve all aspects of the
availability of IT services. Availability Management is responsible for ensuring that all IT
infrastructure, processes, tools, roles etc. are appropriate for the agreed availability
targets.
IT Service Continuity Management
Process Objective: To manage risks that could seriously impact IT services. ITSCM
ensures that the IT service provider can always provide minimum agreed Service Levels,
by reducing the risk from disaster events to an acceptable level and planning for the
recovery of IT services. ITSCM should be designed to support Business Continuity
Management.

Information Security Management

Process Objective: To ensure the confidentiality, integrity and availability of an
organization's information, data and IT services. Information Security Management
usually forms part of an organizational approach to security management which has a
wider scope than the IT Service Provider.

Compliance Management
Process Objective: To ensure IT services, processes and systems comply with enterprise
policies and legal requirements.

Architecture Management
Process Objective: To define a blueprint for the future development of the technological
landscape, taking into account the service strategy and newly available technologies.

Supplier Management
Process Objective: To ensure that all contracts with suppliers support the needs of the
business, and that all suppliers meet their contractual commitments.

Service Strategy determines which types of services should be offered to which customers or
markets.

As per ITIL 2011, the following main processes are part of the ITIL stage Service Strategy:

Strategy Management for IT Services

 Process Objective: To assess the service provider's offerings, capabilities, competitors as
well as current and potential market spaces in order to develop a strategy to serve
customers. Once the strategy has been defined, Strategy Management for IT Services is
also responsible for ensuring the implementation of the strategy.

Service Portfolio Management

Process Objective: To manage the service portfolio. Service Portfolio Management
ensures that the service provider has the right mix of services to meet required business
outcomes at an appropriate level of investment.

Financial Management for IT Services

Process Objective: To manage the service provider's budgeting, accounting and charging
requirements.

Demand Management
Process Objective: To understand, anticipate and influence customer demand for services.
Demand Management works with Capacity Management to ensure that the service
provider has sufficient capacity to meet the required demand.

Business Relationship Management

Process Objective: To maintain a positive relationship with customers. Business
Relationship Management identifies the needs of existing and potential customers and
ensures that appropriate services are developed to meet those needs.
Service Strategy
Process Objective: To decide on a strategy to serve customers. Starting from an
assessment of customer needs and the market place, the Service Strategy process
determines which services the IT organization is to offer and what capabilities need to be
developed. Its ultimate goal is to make the IT organization think and act in a strategic
manner.

Service Design
Process Objective: To design new IT services. The scope of the process includes the
design of new services, as well as changes and improvements to existing ones.
Service Transition
Process Objective: To build and deploy IT services. Service Transition also makes sure
that changes to services and Service Management processes are carried out in a
coordinated way.

Service Operation
Process Objective: To make sure that IT services are delivered effectively and efficiently.
The Service Operation process includes fulfilling user requests, resolving service failures,
fixing problems, as well as carrying out routine operational tasks.

Continual Service Improvement - CSI

Process Objective: To use methods from quality management in order to learn from past
successes and failures. The Continual Service Improvement process aims to continually
improve the effectiveness and efficiency of IT processes and services, in line with the
concept of continual improvement adopted in ISO 20000.

Change Management
Process Objective: To control the lifecycle of all Changes. The primary objective of
Change Management is to enable beneficial Changes to be made, with minimum
disruption to IT services.

Change Evaluation
Process Objective: To assess major Changes, like the introduction of a new service or a
substantial change to an existing service, before those Changes are allowed to proceed to
the next phase in their lifecycle.

Project Management (Transition Planning and Support)

Process Objective: To plan and coordinate the resources to deploy a major Release within
the predicted cost, time and quality estimates.

Application Development
Process Objective: To make available applications and systems which provide the
required functionality for IT services. This process includes the development and
 maintenance of custom applications as well as the customization of products from
software vendors.

Release and Deployment Management

Process Objective: To plan, schedule and control the movement of releases to test and
live environments. The primary goal of Release Management is to ensure that the
integrity of the live environment is protected and that the correct components are
released.

Service Validation and Testing

Process Objective: To ensure that deployed Releases and the resulting services meet
customer expectations, and to verify that IT operations is able to support the new service.

Service Asset and Configuration Management

Process Objective: To maintain information about Configuration Items required to deliver
an IT service, including their relationships.

Knowledge Management
Process Objective: To gather, analyze, store and share knowledge and information within
an organization. The primary purpose of Knowledge Management is to improve
efficiency by reducing the need to rediscover knowledge.
Event Management
Process Objective: To make sure CIs and services are constantly monitored, and to filter
and categorize Events in order to decide on appropriate actions.

Incident Management
Process Objective: To manage the lifecycle of all Incidents. The primary objective of
Incident Management is to return the IT service to users as quickly as possible.

Request Fulfilment
Process Objective: To fulfill Service Requests, which in most cases are minor (standard)
Changes (e.g. requests to change a password) or requests for information.
Access Management
Process Objective: To grant authorized users the right to use a service, while preventing
access to non-authorized users. The Access Management processes essentially execute
policies defined in Information Security Management. Access Management is sometimes
also referred to as Rights Management or Identity Management.

Problem Management
Process Objective: To manage the lifecycle of all Problems. The primary objectives of
Problem Management are to prevent Incidents from happening, and to minimize the
impact of incidents that cannot be prevented. Proactive Problem Management analyzes
Incident Records, and uses data collected by other IT Service Management processes to
identify trends or significant Problems.

IT Operations Control
Process Objective: To monitor and control the IT services and their underlying
infrastructure. The process IT Operations Control executes day-to-day routine tasks
related to the operation of infrastructure components and applications. This includes job
scheduling, backup and restore activities, print and output management, and routine
maintenance.

Facilities Management
Process Objective: To manage the physical environment where the IT infrastructure is
located. Facilities Management includes all aspects of managing the physical
environment, for example power and cooling, building access management, and
environmental monitoring.

Application Management
Application Management is responsible for managing applications throughout their
lifecycle.

Technical Management
Technical Management provides technical expertise and support for the management of
the IT infrastructure.
Service Review
 Process Objective: To review business services and infrastructure services on a regular
basis. The aim of this process is to improve service quality where necessary, and to
identify more economical ways of providing a service where possible.

Process Evaluation
Process Objective: To evaluate processes on a regular basis. This includes identifying
areas where the targeted process metrics are not reached, and holding regular
benchmarkings, audits, maturity assessments and reviews.

Definition of CSI Initiatives

Process Objective: To define specific initiatives aimed at improving services and
processes, based on the results of service reviews and process evaluations. The resulting
initiatives are either internal initiatives pursued by the service provider on his own behalf,
or initiatives which require the customers cooperation.

Monitoring of CSI Initiatives

Process Objective: To verify if improvement initiatives are proceeding according to plan,
and to introduce corrective measures where necessary.

Strategic thinking
Strategic thinking helps service providers stay relevant in the longer term.

Once in a while, organizations should take time to assess their current situation and likely future
developments. Based on this assessment, they should define a strategy or road-map, for example
for developing new capabilities and service offerings.

Strategic thinking in ITIL is covered to a large extent by the Strategy Management

process.

But other processes contribute, too: For example, the Business Relationship Management
process ensures that service providers learn about the customers' needs - which are an
important input for developing the Service Strategy.

Customer focus
Customer-focus is about keeping customers happy and providing adequate services for certain
groups of customers, based on their needs.

To this end, service providers should understand their customers' needs, design a range of
services according to those needs, and collect feedback from their customers.

ITIL processes that contribute to customer-centricity are, for example,

Business Relationship Management

and Service Review,

but also Incident Management where we collect customer feedback after resolving
incidents.

Service definitions
Delivering services to expectations is an all-important theme in ITIL, and this is not possible if
the services are not properly defined.

So service definitions are very important concept in ITIL, and ITIL refers to several documents
for defining the services, such as

Service Level Agreements (SLAs),

Operational Level Agreements (OLAs)

and Underpinning Contracts (UCs).

There are a number of processes in ITIL where we define the service properties:

Service Level Management has overall responsibility for creating Service Level
Agreements,

while other processes such as Availability and Capacity Management take care of
defining specific aspects of the services.

All services with their properties are listed in the Service Portfolio.

Excellent customer support

ITIL puts strong emphasis on creating a good customer experience, based on a consistent,
professional approach to managing Incidents and Service Requests.
Good customer support obviously means resolving incidents swiftly and keeping customers
informed. But customer support is also about detecting issues early, so incidents can be dealt
with before a large number of users are affected.

Accordingly, Incident Management and Request Fulfilment are essential ITIL processes for
creating the perfect customer experience.

In addition, the Event and Problem Management processes try to keep the number of incidents
low:

Event Management ensures that any deviations from normal operation are detected
before they develop into incidents,

while Problem Management takes care of resolving the root causes of recurring incidents.

Continual improvement
The purpose of Continual Service Improvement (CSI) is to avoid dangerous stagnation.

The world around us is changing all the time, and we have to ask ourselves on a regular basis if
we are doing a good job or if there is anything that could be done in a different, better way.

Continual improvement has a long history and it is often associated with a well-established
management method for continual improvement, known as the "Deming Cycle" with four steps:
Plan, Do, Check, and Act.

Continual Service Improvement is the last of the five ITIL service lifecycle stages, and it is here
where most of the improvement activities take place. But many other ITIL processes provide
crucial inputs for service improvement. For example, Service Level Management contains
activities for producing Service Level Reports with statistics about agreed vs. achieved service
levels.

This set of ITIL templates (ITIL document templates) can be used as checklists for defining ITIL
process outputs. The ITIL templates can also serve as guidelines which are helpful during
process execution.

During the process of updating the ITIL Process Map to ITIL V3 2011 Edition, we also aligned
our set of free ITIL templates and checklists to ITIL 2011. At the same time we took the
opportunity to revise and enhance the ITIL document templates, taking into account customer
feedback on the V3 versions.

There are now 102 checklists contained in our ITIL-2011-compliant Reference Process Model,
and we make the most sought-after ITIL templates available for you in our ITIL Wiki.
 Contents

[hide]

1 ITIL 2011 Templates

o 1.1 ITIL Service Strategy Templates

o 1.2 ITIL Service Design Templates

o 1.3 ITIL Service Transition Templates

o 1.4 ITIL Service Operation Templates

o 1.5 ITIL CSI Templates

2 Most popular ITIL Templates

o 2.1 Incident Record Template

o 2.2 Service Portfolio Template

o 2.3 Request for Change (RFC)

o 2.4 Checklist CMS/ CMDB

3 Templates per ITIL Process

o 3.1 Incident Management / Service Desk

o 3.2 Problem Management

o 3.3 Change Management

o 3.4 Release Management

o 3.5 Configuration Management

o 3.6 Design Coordination

o 3.7 Service Level Management

o 3.8 Capacity Management

o 3.9 Availability Management

 o 3.10 IT Service Continuity Management

o 3.11 Supplier Management

o 3.12 Financial Management

o 3.13 Service Portfolio Management

o 3.14 Service Review

o 3.15 Definition of CSI Initiatives

4 Infographic / Notes

ITIL 2011 Templates

The following ITIL 2011 templates were submitted to an official review by APM Group; they are
thus officially ITIL licensed. These ready-to-use templates and checklists are also a good
starting point for designing ISO 20000 compliant documents and records.

ITIL 2011 Templates

ITIL Service Strategy Templates

Service Portfolio
 Financial Analysis

ITIL Service Design Templates

Service Level Agreement/ Operational Level Agreement (SLA OLA)

Service Design Package (SDP)

Capacity Plan

Underpinning Contract (UC)

ITIL Service Transition Templates

Request for Change (RFC)

Release Policy

Configuration Management System/ Databases (CMS/ CMDB)

ITIL Service Operation Templates

Incident Record

Incident Prioritization Guideline

Problem Record

ITIL CSI Templates

Service Review Report

CSI Register (Service Improvement Plan - SIP)

Most popular ITIL Templates

Most popular ITIL Templates

These are the most sought-after, officially licensed ITIL 2011 templates and checklists:

Incident Record Template

An "Incident" is defined as an unplanned interruption or reduction in quality of an IT service.

The details of an Incident and its complete history from registration to resolution are recorded in
an Incident Record.

The Incident Record template explains the structure of the data typically contained in an Incident
Record. You can use this checklist as a template when you start creating Incident Records in your
own organization.

Go to template ...

Service Portfolio Template

Are you looking for a Service Portfolio template? Our checklist will help you to get started:
The Service Portfolio represents a complete list of the services managed by the service provider.
It contains present contractual commitments, new service development, and retired services. This
template lists the tyypical items the Service Portfolio should include:

Details: Service Portfolio ...

Request for Change (RFC)

A Request for Change is formal request for the implementation of a Change. An RFC, specifying
the details of a proposed Change, must be submitted to Change Management for every non-
standard Change. The RFC template explains what information is typically contained in an RFC.

ITIL RFC template: ...

Checklist CMS/ CMDB

The CMS/ CMDB template explains the concept of the Configuration Model. It highlights which
information is typically held in the Configuration Management System (CMS) or in
Configuration Management Databases (CMDBs) to describe Configuration Items (CIs).

Checklist CSM/ CMDB: ...

Templates per ITIL Process

Templates per ITIL Process

If you are looking for a set of free ITIL templates, here a basic collection of templates and
checklists from our ITIL Process Map:

Incident Management / Service Desk

Checklist Incident Record

Checklist Incident Priority

Checklist Initial Analysis of an Incident

Checklist Incident Escalation

Checklist Closure of an Incident

Checklist Incident Report

Problem Management

Checklist Problem Record

Checklist Problem Priority

 Checklist Closure of a Problem

Checklist Problem Report

Change Management

Checklist Request for Change RFC

Checklist Change Record

Checklist Change Classification

Checklist CAB Agenda

Checklist Forward Schedule of Changes (FSC)

Checklist Post Implementation Review (PIR)

Release Management

Checklist Release Policy

Checklist Release Plan

Configuration Management

Checklist CMS CMDB

Checklist Configuration Item (CI) Record

Checklist CMDB Audit Protocol

Design Coordination

Checklist Service Design Package SDP

Service Level Management

Checklist SLA OLA

Checklist Service Level Requirements (SLR)

Checklist Service Specification Sheet

 Checklist Service Catalogue

Checklist Service Level Report

Checklist Protocol SLA Review

Checklist Service Quality Plan (SQP)

Capacity Management

Checklist Capacity Plan

Checklist Capacity Forecast

Checklist Capacity Report

Availability Management

Checklist Availability Improvement Plan

Checklist Availability Report

IT Service Continuity Management

Checklist ITSCM Risk Analysis

Checklist IT Service Continuity Plan

Checklist ITSCM Report

Checklist Emergency Plan

Checklist Protocol Disaster Practice

Supplier Management

Checklist Underpinning Contract (UC)

Financial Management

Checklist Financial Analysis

Service Portfolio Management

 Checklist Service Portfolio

Service Review

Checklist Service Review Report

Definition of CSI Initiatives

Checklist CSI Register (Service Improvement Plan - SIP)