Home

.... ITSM under control ....

ITIL® 2011 Process Library

 

 

 

 

 

 


Processes    Service Strategy    Service Design    Service Transition    Service Operation    Service Improvement

 

Roles    Documents    KPIs    Checklists

To Product Page


 

 

1. Processes

 

 

1.1. Service Strategy

 

1.1.1. Business Relationship Management

 

Interfaces Business Relationship Management

 

Integration with other ITIL® process groups and main information flows thereto

 

Customer Relations

 

Management of customer relations (IT Service Consumers and Prospects)

 

Identification of Service Requirements

 

Identification of Required Service Outcomes from the customer's perspective and harmonization with the Service Portfolio

 

Contract Conclusion for IT Standard Services

 

Agree upon the Provision Contracts for IT Standard Services with the IT Service Consumers

 

Customer Satisfaction Surveys

 

Proactive Collection of Information about the Satisfaction of the IT Service Consumers with the IT Services and Introduction of necessary activities thereof

 

Customer Feedback Management

 

Management of feedback from the IT Service Customers and triggering of necessary actions thereof

 

Monitoring of Customer Complaints

 

Monitoring of customer complaints to enable necessary counter activities

 

 

1.1.2. Management of IT Service Strategy

 

Interfaces Management of IT Service Strategy

 

Integration with other ITIL® process groups and main information flows thereto

 

Strategic Assessment of IT Services

 

Strategic evaluation ot the organization of the IT Service Provider and of the offered IT Services

 

Conception of IT Service Strategy

 

Definition of the IT Service Strategy and harmonization with the business strategy

 

Implementation of IT Service Strategy

 

Operational implementation of the IT Service Strategy

 

 

1.1.3. Demand Management

 

Interfaces Demand  Management

 

Integration with other ITIL® process groups and main information flows thereto

 

Demand Prognosis

 

Analysis of the IT Service Consumption and creation of a forecast thereto

 

Demand Control

 

Control of the IT Service Consumption by appropriate technical and financial means

 

 

1.1.4. Service Portfolio Management

 

Interfaces Service Portfolio Management

 

Integration with other ITIL® process groups and main information flows thereto

 

Preparation for Service Design

 

Definition and analysis of requirements for new respective modified Services from IT perspective

 

Initiation of Service Design

 

Triggering of Service Design via Change Management

 

Review and Maintenance of the Service Portfolio

 

Review and maintenance of the Service Portfolio over the life cycle

 

 

1.1.5. Financial Management

 

Interfaces Financial Management

 

Integration with other ITIL® process groups and main information flows thereto

 

IT Financial Organization

 

Definition of rules and structures for the economic control of IT Service Provision

 

IT Budgeting

 

Creation of the budgets for the IT for integration into the overall company's budget and approval as part of the company wide budgeting process

 

IT Forecast

 

Monthly forecast to compare the realized results with budget and creation of a projection for the following periods

 

IT Cost Monitoring

 

Collection, allocation and monitoring of the costs of IT service delivery

 

Invoicing for IT Services

 

Creation and transmission of invoices for the IT service delivery to the customer

 

IT Profitability Analysis

 

Analysis of profitability of the IT Services

 

IT Financial Reporting

 

Reporting of planned, actual and forecasted costs and revenues of the IT Services and possible improvements of the profitability

 

 

1.2. Service Design

 

1.2.1. Service Design Coordination

 

Interfaces Service Design Coordination

 

Integration with other ITIL® process groups and main information flows thereto

 

Organization of Service Design Coordination

 

Coordination and provision of the resources and skills for the design of IT Services based upon a standardized methodology

 

Service Design Planning

 

Detailed planning of all activities within the phase of Service Design

 

Service Design Monitoring

 

Coordination of design activities of all processes of Service Design and evaluation whether the new respective modified IT Service can be provided in an economic manner regarding the requirements of the customers

 

Technical and organizational Service Design

 

Definition how a new respective modified IT Service is provided from IT perspective regarding the IT Infrastructure and the IT Organization

 

Service Design Review

 

Completeness check of the Service Design Package and formal submitting of the Request for Change for the implementation

 

 

1.2.2. Service Level Management

 

Interfaces Service Level Management

 

Integration with other ITIL® process groups and main information flows thereto

 

Organization of Service Level Management

 

Creation and maintenance of organizational rules for the Service Level Management

 

Service Level Requirement

 

Definition of requirements to the IT Service from business perspective

 

Service Level Agreement

 

Definition of the necessary contracts (Operational Level Agreements, Underpinning Contracts, Service Level Agreement) for the IT Service

 

Service Approval

 

Signature of all contracts for the release of the IT Service to operation

 

Service Level Review and Reporting

 

Monitoring and reporting of the actual Service Level results and comparison with the respective goals

 

 

1.2.3. Capacity Management

 

Interfaces Capacity Management

 

Integration with other ITIL® process groups and main information flows thereto

 

Capacity Prognosis

 

Prognosis of the capacity requirements from business perspective and historical data of the IT Services

 

Monitoring of Capacity

 

Permanent monitoring of service capacities and introduction of necessary activities thereof

 

Capacity Reporting

 

Information for all requisitioners about the capacity of the IT Services and the IT Infrastructure, their utilization and performance

 

 

1.2.4. Availability Management

 

Interfaces Availability Management

 

Integration with other ITIL® process groups and main information flows thereto

 

Monitoring of Availability

 

Planning and permanent monitoring of actual availabilities of IT Services and IT Infrastructure and introduction of necessary activities thereof

 

Availability Test

 

Regular validation of procedures and automatisms for availability, reliability and restart after breakdown

 

Availability Reporting

 

Information of all requisitioners from other ITSM disciplines about the availability of the IT Services and the IT Infrastructure compared to the agreed service levels

 

 

1.2.5. Risk Management

 

Interfaces Risk Management

 

Integration with other ITIL® process groups and main information flows thereto

 

Risk Analysis from Business Perspective

 

Analysis of criticality (especially regarding value add and time response) of the business processes that are supported by the IT Services

 

Risk Analysis from IT Perspective

 

Analysis of criticality from the perspective of the IT Organization (technology and human resources)

 

Risk Prevention Activities

 

Activities against detected risks including process and responsibilities thereto

 

Risk Monitoring and Reporting

 

Management of risk avoiding activities (surveillance, corrective actions) and reporting thereto

 

 

1.2.6. Security Management

 

Interfaces Security Management

 

Integration with other ITIL® process groups and main information flows thereto

 

Implementation of Security Controls

 

Definition and implementation of organizational and technical activities to protect the IT Organization (IT Services, IT Infrastructure, data) in respect to availability, privacy and integrity

 

Validation of IT Security

 

Regular validation of effectiveness of the IT Security activities and -installations

 

Security Relevant Occurrences

 

Detection and defence of IT Security violations

 

Security Review and Reporting

 

Check for risk conformity of the IT Security activities and reporting about IT Security Management

 

 

1.2.7. Service Continuity Management

 

Interfaces Service Continuity Management

 

Integration with other ITIL® process groups and main information flows thereto

 

Contingency Planning

 

Planning and Implementation of activities for Disaster Handling (prevention, restart, damage minimization)

 

Disaster Practice

 

Training for and verification of effectiveness of planned disaster activities

 

ITSCM Review and Reporting

 

Verification of conformity of Contingency Planning with actual risk scenario and reporting for the IT Service Continuity Management

 

 

1.2.8. Supplier Management

 

Interfaces Supplier Management

 

Integration with other ITIL® process groups and main information flows thereto

 

Organization of Supplier Management

 

Provision of guidelines and standards for procurement of services and products. This contains the definition of the supplier strategy and the preparation of common frame contracts (IT Procurement Guideline). This process is triggered by the IT Strategy Process respective by IT procurement relevant events

 

Supplier Evaluation

 

Evaluation and selection of new potential suppliers

 

Creation of supplier contracts

 

Negotiation and signing of binding contracts with suppliers. This process is started in case of demand for external services or supplies on a large scale

 

Requirement Request

 

Processing, checking and releasing of requirement requests for goods and services

 

Supplier Selection

 

For the actual requirement the optimal supplier is defined. If no one exists in the database the supplier evaluation is triggered

 

Management of the Lifecycle of Supplier Contracts

 

Review of the relevance of actual supplier contracts and termination of no longer needed contracts

 

Supplier Review and Reporting

 

Monitoring of the quality of suppliers, corrective activities and selection of alternative suppliers in case of continued deficiencies

 

 

1.2.9. Service Catalogue Management

 

Interfaces Service Catalogue Management

 

Integration with other ITIL® process groups and main information flows thereto

 

Service Catalogue Management

 

Maintenance of the Service Portfolio within the Service Catalogue and of the Service Landscape

 

 

1.3. Service Transition

 

1.3.1. Transition Planning and Support

 

Interfaces Transition Planning and Support

 

Integration with other ITIL® process groups and main information flows thereto

 

Project Setup

 

Setup of the Transition Project, planning of resources and basic dates, risk- and environmental considerations

 

Project Planning

 

Planning of project structure, definition of goals and results for the project, detailed time-, milestone- and resource planning

 

Project Execution and Controlling

 

Project controlling and execution of corrective activities if necessary

 

Transition Reporting

 

Project reporting and continuous information of concerned and involved people

 

 

1.3.2. Change Management

 

Interfaces Change Management

 

Integration with other ITIL® process groups and main information flows thereto

 

Organization of Change Management

 

Definition and maintenance of guidelines and templates for the Change Management

 

Registration and Classification of Changes

 

Assessment of completeness and initial feasibility of changes and prioritizing

 

Valuation of Changes

 

Release or denial of changes respective triggering of priority activities for urgent changes

 

Change Planning

 

Holistic planning of realization of all Changes regarding their interdependencies and available resources

 

Change Review and Reporting

 

Final review of realized changes in the Post Implementation Review and reporting thereto

 

 

1.3.3. Change Evaluation

 

Interfaces Change Evaluation

 

Integration with other ITIL® process groups and main information flows thereto

 

Change Evaluation prior to Planning

 

Evaluation of extensive changes prior to authorization of the planning phase of the change

 

Change Evaluation prior to Realization

 

Evaluation of extensive changes prior to authorization of the realization phase of the change

 

Change Evaluation prior to Deployment

 

Evaluation of extensive changes prior to authorization of the deployment phase of the change

 

Change Evaluation after Deployment

 

Evaluation of extensive changes after the deployment phase of the change

 

 

1.3.4. Release and Deployment Management

 

Interfaces Release and Deployment Management

 

Integration with other ITIL® process groups and main information flows thereto

 

Organization of Release and Deployment Management

 

Definition and maintenance of guidelines for the Release and Deployment Management

 

Release Setup

 

Execution of all internal and external activities to provide the release components

 

Rollout of Releases

 

Placement of the release within the production environment including documentation and training

 

Startup Support and Closing of Releases

 

Support of the go life - phase for releases and correction of initial defects

 

Minor Releases

 

Simplified processing of releases that contain minor change and low risk

 

 

1.3.5. Service Validation and Test

 

Interfaces Service Validation and Test

 

Integration with other ITIL® process groups and main information flows thereto

 

Definition of Test Procedures

 

Definition of test content, test cases and test conditions

 

Component Test

 

Ensuring requirements - conforming function of the IT Service Components for the IT Service

 

Integration Test

 

Ensuring requirements - conforming function of the IT Services by interaction of the IT Service Components

 

Acceptance Test

 

Acceptance testing of the IT Service against Specifications in the Service Level Agreement by the IT Service Consumers

 

 

1.3.6. Service Asset and Configuration Management

 

Interfaces Service Asset and Configuration Management

 

Integration with other ITIL® process groups and main information flows thereto

 

Organization of Service Asset and Configuration Management

 

Definition and implementation of guidelines for the handling of and the structure for the Configuration Management System

 

Configuration Management Audit and Reporting

 

Periodic validation of the Configuration Management System's content and discipline specific reporting

 

 

1.3.7. Application Development and Customizing

 

Interfaces Application Development and Customizing

 

Integration with other ITIL® process groups and main information flows thereto

 

Application Development and Customizing

 

Realization respective customization of IT Applications for provision of functionalities of IT Services

 

 

1.3.8. End of Life for IT Services

 

Interfaces End of Life for IT Services

 

Integration with other ITIL® process groups and main information flows thereto

 

End of Life for IT Services

 

Management of end of life cycle for IT Services

 

 

1.3.9. Knowledge Management

 

Interfaces Knowledge Management

 

Integration with other ITIL® process groups and main information flows thereto

 

Knowledge Management

 

Collection, analysis, archiving and provision of knowledge and information of IT Service Management within the enterprise

 

 

1.4. Service Operation

 

1.4.1. Event Management

 

Interfaces Event Management

 

Integration with other ITIL® process groups and main information flows thereto

 

Organization of Event Management

 

Setup and maintenance of systems and guidelines for event recognition

 

Event Monitoring

 

Recognition and filtering of those events that require activities, and introduction of necessary activities thereof

 

Event Tracking and Closure

 

Check of activities to events for effectivity and trend analysis

 

 

1.4.2. Incident Management

 

Interfaces Incident Management

 

Integration with other ITIL® process groups and main information flows thereto

 

Organization of Incident Management

 

Creation and maintenance of the guidelines for the Incident Management

 

Incident Registration

 

Registration, documentation and categorization respective prioritizing of incidents and service requests and triggering of the further activities and the troubleshooting

 

Incident Resolution First Level

 

Immediate resolution of the incident as far as possible in agreed schedule, otherwise transfer to Second Level Support

 

Incident Resolution Second Level

 

Incident Resolution by specialists of the Second Level Support within agreed time frame, if necessary involvement of the Third Level Support (external IT Service Provider respective system supplier)

 

Incident Monitoring and Escalation

 

Escalation in case of troubles during incident resolutions

 

Major Incidents

 

Prioritized processing of grave incidents (Major Incidents) and involving the Problem Management if necessary

 

Incident Tracking and Closure

 

Ensuring the effectiveness of incident resolution and formal closing

 

User Information

 

Information of the users about known respective planned interruptions or disturbances of IT Services and the progress of incident resolution

 

Incident Reporting

 

Reporting and information provision about the incident occurrences

 

 

1.4.3. Problem Management

 

Interfaces Problem Management

 

Integration with other ITIL® process groups and main information flows thereto

 

Problem Registration

 

Registration, documentation and categorization respective prioritizing of problems and triggering of the problem resolution

 

Problem Resolution

 

Detection and elimination of the causes for the problem, as far as necessary provision of workarounds

 

Problem Tracking and Closure

 

Monitoring of the problem solution and documentation of causes and corrective actions and formal closing

 

Review of Major Problems

 

Analysis of Major Problems and definition of preventive activities against recurrence of Major Problems

 

Problem Reporting

 

Reporting and provision of information about the problem occurrences

 

 

1.4.4. Access Management

 

Interfaces Access Management

 

Integration with other ITIL® process groups and main information flows thereto

 

Enlistment and Retirement

 

Management of IT Infrastructure and IT Service Permissions supply for new employees respective handling of data and shutdown of permissions for IT Services in case of retirement

 

Management of User Profiles

 

Definition and maintenance of standardized user profiles for business conforming user roles

 

User Permission Request

 

Handling of requests for user permissions of IT Services

 

 

1.4.5. Service Request

 

Interfaces Service Request

 

Integration with other ITIL® process groups and main information flows thereto

 

Service Request

 

Handling of service requests

 

Backup Recovery

 

Processing of backup recoveries (a special case of Service Request, documented separately due to its criticality)

 

 

1.4.6. Operations Control

 

Interfaces Operations Control

 

Integration with other ITIL® process groups and main information flows thereto

 

IT Operations Management

 

Monitoring and control of the organization of operation of IT Services, IT Infrastructure and IT Facilities

 

Contingency Activities

 

Handling of emergency situations

 

 

1.5. Continual Service Improvement

 

1.5.1. Service Evaluation

 

Interfaces Servicereview

 

Integration with other ITIL® process groups and main information flows thereto

 

Servicereview

 

Periodic check of IT Services for economic and customer oriented improvement potentials

 

 

1.5.2. Process Management

 

Interfaces Process Management

 

Integration with other ITIL® process groups and main information flows thereto

 

Process Coordination

 

Coordination of life cycles of IT Service Management Processes and securing friction free integration

 

Process Controlling

 

Assessment of IT Service Management Processes by analysis of their performance indicators and deduction of improvement potentials

 

Process Review

 

Checking the IT Service Management Processes on regular basis and introduction of necessary activities thereof

 

 

1.5.3. Improvement Management and Reporting

 

Interfaces Improvement Management and Reporting

 

Integration with other ITIL® process groups and main information flows thereto

 

Planning of Improvement Activities

 

Planning of improvement activities regarding their dependencies

 

Management of Improvement Activities

 

Implementation of initiatives for realization of detected improvement potentials

 

Improvement Reporting

 

Collective reporting for all improvement initiatives

 

 

2. ITIL® 2011 Roles

 

Via the Signavio - Dictionary the responsible roles for all processes and process steps including detailed descriptions are documented. A detailed description of the roles within the ITIL® 2011 Process Library you may find in our ITIL® Wiki.

 

 

3. ITIL® 2011 Documents

 

Via the Signavio - Dictionary all relevant process documents for all processes including detailed descriptions are documented. A detailed description of the documents within the ITIL® 2011 Process Library you may find in our ITIL® Wiki.

 

 

4. Key Performance Indicators

 

Within the folder „Documents linked“ you may find proposals for KPIs for the main process groups. A detailed description of the Key Performance Indicators within the ITIL® 2011 Process Library you may find in our ITIL® Wiki.

 

 

5. Checklists

 

The checklists are linked to glossary entries and with process steps also (if appropriate).

To Product Page 

Test the ITIL® 2011 Process Library free of cost and without obligation

 

Register free of cost and test the ITIL® 2011 Process Library without obligation

ITIL® is a registered trademark of AXELOS Limited.

 

 

Zur deutschen Version wechseln           Change to english version

_ © 2006 - 2017 Dipl.-Ing. Walter Abel Management Consulting Last update 2017-04-17 _