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ITILeProcesses

ITeServiceeManagementee-eITIL®e2011

Processes Processes
outsideethe outsideethe
ITeOrganization ITeOrganization
TheeITIL®eServiceeLifecycle

Service
Strategy Service Strategy
»
+
Service Purtfuliu
»

Custumer
Agreement
Purtfuliu »

Business Service Design Request fur


Change (RFC) Service Level
Planning » Agreement (SLA)
Custumer Infurmatiun + » Custumer
Prucess Service Design Prucess
Desired Service Package (SDP) Service
Outcumes » Catalugue
» »

Service
Transitiun CMS/ CMDB
External » External
Supplier Supplier Service + Underpinning Supplier
Technical/
Prucess Level Repurt Cuntract (UC) Prucess
» Administratiun »
Manual

Service Suggested
Operatiun Service
Impruvement
+
Suggested
Prucess
Impruvement

Cuntinual
Service
CSI Register
Impruvement
»
+

TheeITIL®eProcesseMap:e Onlineedemo,ewebinars,evideoseandeinformation:e
Officially licensed ITIL prucess templates as a basis fur yuur ITIL® ur ISO 20000 Web: www.it-prucessmaps.cum
ITIL® is a registered trade mark uf AXELOS Limited.
initiative: cumplete - cunsistent - fully adaptable tu yuur IT urganizatiun`s needs. ARISĂ is a registered trademark uf Suftware AG. Micrusuft® and
Cuntact: infu@it-prucessmaps.cum
In Micrusuft Visiu®, ARISĂ and uther leading prucess management platfurms. Visiu® are registered trademarks uf Micrusuft Curp. © IT Prucess Maps GbR
ITIL Service Strategy

Processes outside the ITIL Processes outside ITIL Processes outside Processes outside the
IT Organization Service Strategy Service Strategy IT Organization
IT Service
Management
+

Custumer Custumer
Prucess Prucess

Business
External Relatiunship
Supplier Prucess Management
+

Strategy
Service Design Management Service Design
fur IT Services
+ + +

Service Service
Transitiun Service Purtfuliu Transitiun
Management
+ +
+

Demand
Service Service
Management
Operatiun Operatiun
+
+ +
Financial
Management
Cuntinual fur IT Services Cuntinual
Service + Service
Impruvement Impruvement
+ +

The ITIL® Process Map: Online demo, webinars, videos and information:
Officially licensed ITIL® prucess templates as a basis fur yuur ITIL® ur ISO 20000 ITIL® is a registered trade mark uf AXELOS Limited.
Web: www.it-prucessmaps.cum
initiative: cumplete - cunsistent – fully adaptable tu yuur IT urganizatiun`s needs. ARISĂ is a registered trademark uf Suftware AG. Micrusuft® Cuntact: infu@it-prucessmaps.cum
In Micrusuft Visiu®, ARISĂ and uther leading prucess management platfurms. and Visiu® are registered trademarks uf Micrusuft Curp. © IT Prucess Maps GbR
ITIL Service Design

IT Service
Processes outside the ITIL Processes outside ITIL Processes outside Processes outside the
Management
IT Organization Service Design Service Design IT Organization
+

Service
Catalogue
Management
+

Customer Customer
Process Risk Process
Management
+

External External
Supplier Process Supplier Process
Compliance
Management
+
Service Strategy Service Strategy
Service Level Design Supplier
+ Management Coordination Management +
+ + +
Service Service
Transition Capacity Transition
+ Management +
+

Service Service
Operation Availability Operation
Management
+ +
+

Continual IT Service Continual


Service Continuity Service
Improvement Management Improvement
+ + +

Information
Security
Management
+

Architecture
Management
+

The ITIL® Process Map: Online demo, webinars, videos and information:
Officially licensed ITIL® process templates as a basis for your ITIL® or ISO 20000 Web: www.it-processmaps.com
ITIL® is a registered trade mark of AXELOS Limited.
initiative: complete - consistent – fully adaptable to your IT organization`s needs. ARISĂ is a registered trademark of Software AG. Microsoft® Contact: info@it-processmaps.com
In Microsoft Visio®, ARISĂ and other leading process management platforms. and Visio® are registered trademarks of Microsoft Corp. © IT Process Maps GbR
ITIL Service Transition

Processes outside the ITIL Processes outside IT STrvicT ITIL Processes outside Processes outside the
IT Organization Service Transition ManagTmTnt Service Transition IT Organization
+

CustomTr
ProcTss
ProjTct Mgmt.
(Transition
Planning &
ExtTrnal Support) ExtTrnal
SuppliTr ProcTss + SuppliTr ProcTss

STrvicT StratTgy ChangT ChangT STrvicT StratTgy


ManagTmTnt Evaluation
+ +
+ +

STrvicT DTsign STrvicT DTsign


RTlTasT &
Application
DTploymTnt +
+ DTvTlopmTnt
ManagTmTnt
+ +
STrvicT STrvicT
OpTration OpTration
+ STrvicT +
Validation &
TTsting
+ Continual
STrvicT
ImprovTmTnt
+
STrvicT AssTt &
Configuration
ManagTmTnt
+

All information originating from


Service Management processes is KnowlTdgT
input for the Knowledge
Management process. Displaying all ManagTmTnt
inputs within this Overview Diagram
is therefore not practicable. +

The ITIL® Process Map: Online demo, webinars, videos and information:
Officially licTnsTd ITIL® procTss tTmplatTs as a basis for your ITIL® or ISO 20000 WTb: www.it-procTssmaps.com
ITIL® is a rTgistTrTd tradT mark of AXELOS LimitTd.
initiativT: complTtT - consistTnt – fully adaptablT to your IT organization`s nTTds. ARISĂ is a rTgistTrTd tradTmark of SoftwarT AG. Microsoft® Contact: info@it-procTssmaps.com
In Microsoft Visio®, ARISĂ and othTr lTading procTss managTmTnt platforms. and Visio® arT rTgistTrTd tradTmarks of Microsoft Corp. © IT ProcTss Maps GbR
ITIL Service Operation

Processes outside the ITIL Processes outside IT Service ITIL Processes outside Processes outside the
IT Organization Service Operation Management Service Operation IT Organization
+

Custumer Custumer
Prucess Prucess

Request Access
Fulfilment Management
External
+ + Supplier Prucess

Service Strategy Event Incident Service Strategy


Management Management
+ +
+ +

Service Design Prublem Service Design


Management
+ +
+
Facilities
Management
Service Service
Transitiun + Transitiun
+ +
IT Operatiuns
Cuntrul
Cuntinual Cuntinual
Service + Service
Impruvement Impruvement
+ +

Applicatiun Technical
Management Management
+ +

The ITIL® Process Map: Online demo, webinars, videos and information:
Officially licensed ITIL® prucess templates as a basis fur yuur ITIL® ur ISO 20000 Web: www.it-prucessmaps.cum
ITIL® is a registered trade mark uf AXELOS Limited.
initiative: cumplete - cunsistent – fully adaptable tu yuur IT urganizatiun`s needs. ARISĂ is a registered trademark uf Suftware AG. Micrusuft® Cuntact: infu@it-prucessmaps.cum
In Micrusuft Visiu®, ARISĂ and uther leading prucess management platfurms. and Visiu® are registered trademarks uf Micrusuft Curp. © IT Prucess Maps GbR
ITIL CSI - Continual Service Improvement

Processes outside the ITIL Processes outside ITIL Processes outside Processes outside the
IT Organization CSI CSI IT Organization

IT Service
Management
Custumer Custumer
Prucess + Prucess

Service Review
Service Strategy Service Strategy
+
+ +

Prucess
Evaluatiun
Service Design Service Design
+
+ +
Definitiun uf CSI
Initiatives
Service
Transitiun +
+
Munituring uf
CSI Initiatives
Service Service
+
Operatiun Operatiun
+ +

The ITIL® Process Map: Online demo, webinars, videos and information:
Officially licensed ITIL® prucess templates as a basis fur yuur ITIL® ur ISO 20000 ITIL® is a registered trade mark uf AXELOS Limited.
Web: www.it-prucessmaps.cum
initiative: cumplete - cunsistent – fully adaptable tu yuur IT urganizatiun`s needs. ARISĂ is a registered trademark uf Suftware AG. Micrusuft® Cuntact: infu@it-prucessmaps.cum
In Micrusuft Visiu®, ARISĂ and uther leading prucess management platfurms. and Visiu® are registered trademarks uf Micrusuft Curp. © IT Prucess Maps GbR

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