Screenshots Itil Process Map Visio

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
The ITIL Process Map for Microsoft Visio 2017 IT Process Maps GbR | www.it-processmaps.com 2
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
ITIL Reference Processes Detail Level 0: ITIL Service Lifecycle
Overview: IT Service Management (ITIL Service Lifecycle) Zoom in using your

PDF Viewers Zoom
Processes
Function! Processes
outside the outside the
IT Organization The ITIL Service Lifecycle IT Organization
Service
Strategy Service Strategy

+
Service Portfolio

Customer
Agreement
Portfolio
Service Design Request for Change

(RFC)

+
Business Planning Service Design Service Level
Customer Information Package (SDP) Agreement (SLA)
Customer
Process Process
Desired Service
Service Catalogue
Outcomes

Service
Transition CMS/ CMDB

+ Technical/
Administration
External Manual
External
Supplier Supplier Service Underpinning Supplier
Process Level Report Contract (UC) Process

Service
Suggested Service
Operation Improvement
+
Suggested Process
Improvement
Continual
Service CSI Register
Improvement
+
High-Level-View of the
ITIL Service Lifecycle
Back to Front Page
ITIL Reference Processes Detail Level 1: Service Transition
Overview: Service Transition

Zoom in using your
Processes outside the IT ITIL Processes outside
PDF Viewers Zoom ITIL Processes outside Processes outside the IT
IT Service Management
Organization Service Transition
+
Function! Service Transition Organization
Superior Process
Projected Service
Outage (PSO)

Customer Process Validation Test Customer Process
Report
Change Schedule

Project Mgmt. User Manual
(Transition Planning Project Plan (Service
Change Record
and Support) Transition Plan)

Data for Project Plan
+ Project Portfolio
Update Status Report
External Supplier Technical/ External Supplier
Process Administration Support Request Process
Manual
Validation Test
User Manual
Report

Service Strategy
CMS/ CMDB
Change Management Change Evaluation Change Evaluation
Service Strategy Change Schedule
Change Proposal Report
+
Project Portfolio
+ + + Status Report

Change Record

Development/
Install. QA
Request for Change Documentation
(RFC)
Development Work
Application CMS/ CMDB
Development User Manual
Order
Service Design
Package (SDP) Release and
Deployment
+ Technical/ Validation Test Service Design
Release Record Administration Report
Management
Service Design Service Acceptance Manual
Criteria (SAC) +
+ Purchase Request
Release Policy
+
Service Catalogue

Customer
Agreement Portfolio

CMS/ CMDB

Service Validation and
Testing Test Model
Definitive Media
Library (DML)
Request for Change
+ Validation Test
(RFC)
Report Service Operation
Change Model
Service Operation
CMS/ CMDB
+
Change Schedule
+
Change Record
Technical/
Administration
Manual
Change Request to User Manual

CMS Change Policy
CMS Structure

Service Asset and
Configuration
CMS/ CMDB CMS/ CMDB
Management

+ Change Evaluation
Definitive Media Definitive Media Report
Library (DML) Library (DML)

Continual Service
Continual Service Project Portfolio
Improvement
Improvement Status Report

+ +
CMS/ CMDB

All information originating
Suggested Process
from Service Management
Improvement
processes is input for the Knowledge Service Knowledge
Knowledge Management Management Mgmt. System
process. Displaying all inputs (SKMS)
within this Overview Diagram
is therefore not practicable.
+
There are 5 process

models of this type on
Back to Front Page
detail level 1
ITIL Reference Processes Detail Level 2: Change Management
Overview: Change Management

Zoom in using your
Processes outside the IT
Organization
ITIL Processes outside
Service Transition
Service Transition
Processes
PDF Viewers Zoom Service Transition
Processes
ITIL Processes outside
Service Transition
Processes outside the IT
Organization
Function!
Customer Process Projected Service Customer Process
+ Outage (PSO)

Service Transition
External Supplier External Supplier
Process Process
+
Superior Processes
Service Strategy Service Strategy

Change Proposal

+ +
Request for Change

(RFC)
Change
Management Policy
Service Design
Change Record
Package (SDP)

Change Model
Change Management
Service Design Service Design
Service Catalogue Change Schedule Support

RFC Template
+ Enterprise Change Evaluation
+ +
Architecture (EA) Report
CAB Agenda
Template
Risk Management
Policy

Change Schedule

Request for Change
Change Model
(RFC)

Service Operation Service Operation
Incident Record Change Schedule

+ Major Incident
Assessment of Change +
Proposals Change Proposal
Review

+
Continual Service Continual Service

Change Evaluation
Improvement Improvement
Report

Assessment and
+ RFC Logging and
Implementation of Suggested Process
+
Review Change Record Change Record
Emergency Changes Improvement

+ +
Change Schedule
Change Evaluation Change Evaluation
Report

Change Evaluation
Change Record
+
Change Assessment by Minor Change
the Change Manager Change Record Deployment Change Record
+
Change Model
+ Change Evaluation
+
Report

Change Record

Project Mgmt. Project Mgmt.
(Transition Planning Project Plan (Service (Transition Planning
Change Schedule
and Support) Transition Plan) and Support)
Change Assessment by
+ Project Portfolio
the CAB Change Record +
Status Report
Change Model
+
Change Evaluation
Report

Application Application
Development Development
Change Scheduling and

+ Build Authorization Change Record +

+ Change Evaluation
Report Change Record

Release and Release and
Deployment Deployment
Release Policy Change Schedule
Management Management

Change Deployment
+ Authorization Change Record
+
Release Record Change Model

+ Change Evaluation
Report

Service Validation and Service Validation and
Validation Test
Testing Testing
Report
Post Implementation
+ Review and Change +
Closure
+
Service Asset and Service Asset and
Configuration Configuration
CMS/ CMDB CMS/ CMDB
Management Management

+ +
There are 24 process

CMS Change Policy

Knowledge
Management
+
models of this type on Back to Front Page
Knowledge
Management
detail level 2
ITIL Reference Processes Detail Level 3: Assessment of Change Proposals
Process Details: Assessment of Change Proposals Zoom in using your

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Function!
Process Owner Superior Processes
Change
Change Manager
Management Policy
Change Management
Support Change Schedule +

+
Change Model
Change Management
Service Transition
Change Schedule Support
Service Asset and
Configuration
CMS/ CMDB + +
Management
Assessment of Change
Proposals
+
+ RFC Logging and
Change Management
Change Proposal Review
Process Objective:
Service Strategy To asses Change Proposals which are
Change Proposal + +
typically submitted for significant
Changes by Service Strategy. The
+ purpose of assessing Change Proposals
is to identify possible issues prior to the
Service Catalogue start of design activities.

Service Design Enterprise
Architecture (EA)
Back to Front Page
+ Risk Management
Policy

Resource
Change Manager Check proposal Determine Circulate State reasons and Notify Change
Schedule CAB Change Proposal
for completeness required CAB documents for document Proposal initiator
meeting must be rejected
and practicability members preparation rejection of rejection
Change Proposal to Change Proposal

be assessed. If required, consult with Depending on the CAB meetings may be Provide CAB members This possibly includes rejected.
the initiator prior to nature of the Change a mix of formal and in advance with suggestions on how to
rejecting the Change Proposal to be assessed electronic meetings, information, in modify the proposed
Proposal. by the CAB. depending on the particular the Change Change before it can
complexity of the Proposal and any be re-submitted.
issues to be discussed. supporting
documents.
Document Add the Change
Change Proposal
Change Proposal Proposal to the
may be authorized authorization Change Schedule
Change Proposal
authorized.
Resource
Change Advisory Determine any

Assess risks Assess the
Board (CAB) required Determine if Decide if Change
associated with proposed Escalation of Change
modifications to Change Proposal Proposal may be
the Change schedule for Proposal not required.
the Change must be escalated authorized
Proposal implementation
Proposal
Assess risks related to Assess risks related to If the assessment leads If required, consult also
Business processes on Check if there are any to the conclusion that a Change Proposal to with the proposal's
Get approval from
the client side. reasons to object to higher level of authority initiator.
Services.
Important parts of the
the proposed
implementation date
is required to authorize
the proposed Change
be escalated (e.g. to
IT Management).
higher level of
authority There are 126 sub-process
infrastructure. (e.g. conflicts with the (e.g. proposal must be
If required, consult with
technical experts.
existing Change
Schedule).
authorized by IT
Management or the models of this type on
Business Executive
Board).
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).
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.
Process Index: Service Strategy
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
Process Overviews Process Details
Zoom in using your

Service Strategy
PDF Viewers Zoom
+
1 Function!
Strategy Management
for IT Services
+
1.1
Strategic Service Service Strategy Service Strategy
Assessment Definition Execution
+ + +
1.1.1 1.1.2 1.1.3
Service Portfolio
Management
+
1.2
Define and Analyze
Approve new or Service Portfolio
new or changed
changed Services Review
Services
+ + +
1.2.1 1.2.2 1.2.3
Financial Management
for IT Services
+
1.3
Financial Management Financial Analysis and
Financial Planning Service Invoicing
Support Reporting
+ + + +
1.3.1 1.3.2 1.3.3 1.3.4
Demand Management
+
1.4
Business Relationship
Management Process Index:
+
1.5
Service Strategy
Maintain Customer Identify Service Sign up Customers to Customer Satisfaction Handle Customer Monitor Customer
Relationships Requirements Standard Services Survey Complaints Complaints
+ + + + + +
1.5.1 1.5.2 1.5.3 1.5.4 1.5.5 1.5.6
Process Index: Service Design
Index of ITIL
Processes:
Continual Service
Zoom in using your

Improvement
Process Overviews Process Details PDF Viewers Zoom

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
Process Index: Service Transition
Index of ITIL
Processes:
Continual Service
Improvement
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Function!
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
Process Index: Service Operation
Index of ITIL
Processes:
Continual Service
Improvement
Zoom in using your
Process Overviews Process Details PDF Viewers Zoom
Function!
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
Process Index: Continual Service Improvement
Index of ITIL
Processes:
Continual Service
Improvement
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Continual Service
Improvement PDF Viewers Zoom
+ Function!
5
Service Review
+
5.1
Process Evaluation
+
5.2
Process Management Process Maturity Process Control and
Process Benchmarking Process Audit
Support Assessment Review
+ + + + +
5.2.1 5.2.2 5.2.3 5.2.4 5.2.5
Definition of CSI
Initiatives
+
5.3
Monitoring of CSI
Initiatives
+
5.4 Process Index:
Continual Service
Improvement
ITIL Checklists in Microsoft Word Format
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Function!
The ITIL Process Map

contains more than 100
checklists/ document
templates.
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.
IT Process Maps GbR
Dipl.-Ing. Stefan Kempter &

Dr. Andrea Kempter
Schoenauer Str. 57
88131 Lindau
Germany
Tel. +49 8382 2809303
Fax +49 8382 2809305
Email: info@it-processmaps.com
Web: www.it-processmaps.com
Member of itSMF
IT Process Maps GbR, 2017
ITIL is a registered trade mark of AXELOS Limited. IT

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AXELOS Limited.
The Swirl logo is a trade mark of AXELOS Limited. Used
under licence from AXELOS Limited. All rights reserved.
Microsoft, Visio, Excel, SharePoint and Word are
registered trademarks of Microsoft Corp.

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The ITIL Process Map

for Microsoft Visio

Examples and Overview of Contents

Structure of the ITIL Process Map Page 3

ITIL Process Diagrams

ITIL Checklists & Templates Page 14

RASCI Matrix Page 15

A live demo of the ITIL

The ITIL Process Map is organized

Detail levels 0 to 2 contain 30 "Process

Overview: IT Service Management (ITIL Service Lifecycle) Zoom in using your

Service Design Request for Change

Overview: Service Transition

Change Request to User Manual

There are 5 process

Overview: Change Management

Service Strategy Service Strategy

Request for Change

Continual Service Continual Service

Change Scheduling and

There are 24 process

Process Details: Assessment of Change Proposals Zoom in using your

Change Proposal to Change Proposal

Change Advisory Determine any

Detail: Process Index

The following pages provide a complete

The following pages contain vector graphics to

Process Overviews Process Details

Zoom in using your

Zoom in using your

Process Overviews Process Details PDF Viewers Zoom

Service Validation and

Service Asset and

Process Overviews Process Details

Zoom in using your

Zoom in using your

The ITIL Process Map

Dipl.-Ing. Stefan Kempter &

IT Process Maps GbR, 2017

ITIL is a registered trade mark of AXELOS Limited. IT

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