The new ITSM Process Library

ITIL® 4 Process Library

The story behind ....

In many projects customers have asked us again and again:

"Why start from scratch when there are standards for IT best practices such as ITIL^®, ISO 20000 and ISO 27000?"

We have hesitated long to offer "something ready" because we know how dangerous it is to do so without taking into account the specific requirements of the respective company. On the other hand, ITIL^®, ISO 20000 and ISO 27000 are standards, i.e. many things can be implemented independently of a company's specific character in order to achieve optimum results, even to the point of certification.

As a result, we have packed together our more than 20 years of project experience in ITSM and a great deal of entrepreneurial knowledge and defined the cornerstones of a process-oriented standard solution:

Standardize everything that is prescribed by a standard (ITIL^®, ISO 20000, ISO 27000)
In addition, standardize processes that are based on best practices and successful experiences to the extent that they are widely universally applicable
Detailed only to the extent that the general usability is ensured and the processes are complete
Provide complementary tools such as checklists, templates, suggestions for KPIs, and detailed role descriptions to support implementation

Our satisfied customers have confirmed the correctness of this approach many times:

"We didn't have to reinvent the wheel, but could concentrate on our specific requirements - that saved us about 80% of time and money in defining the processes"

.... the result is - the ITSM Process Library

Over the years, we have invested approximately 2,500 hours of development time in the ITSM Process Library ....

.... and thus created a solution only available from us ....

.... this concentrated knowledge cannot be developed in-house in the few internal hours that correspond to the price of the ITSM Process Library

The new completely enhanced ITSM Process Library is a standardized Best Practice Process Model (ITSM Process Map) that takes into account the requirements of ITIL^® 4, ISO 20000 and ISO 27000, but also depicts additional requirements for the efficient and economic management of IT organizations and supports them with numerous tools (role descriptions, checklists and templates), modelled in BPMN 2.0. The processes shown here are highly customizable to the necessities of an enterprise in simple manner and integrable into the enterprises process model. Three versions are available:

one language (German or English) for the SAP Signavio Process Manager
multilingual (German and English, language changeable online) for the SAP Signavio Process Manager
one language (German or English) for Software AG - ARIS
multilingual (German and English, language changeable online) for Software AG - ARIS
one language (German or English) as BPMN 2.0 XML-export for BPMN 2.0 compatible systems
multilanguage (German and English) as BPMN 2.0 XML-export for BPMN 2.0 compatible systems

In the English version we support british and american English in Signavio alternatively, in ARIS we support American English.

By frequent request of our customers, individual process groups or even complete lifecycle-phases according to ITIL^® 2011 including the amendments of ITIL^® 4 can now also be purchased individually - just visit our ITSM-Portal!

Some of our successful examples of implemented ITSM Process Libraries:

ITIL^®, ISO 20000 and ISO 27000 describe the "what" - the ITSM Process Library describes the "how"

With the ITSM Process Library we provide a tool developed by practitioners for practitioners that:

saves the awful evaluation of necessary processes in the beginning of an ITSM project
provides a check for completeness for the planned ITSM process model
describes how the ITSM processes and functions can be implemented
provides a huge amount of checklists and templates for IT Service Management
shows the internal and external process interfaces of the IT Service Management
provides process oriented support for the implementation of ITSM systems
addresses all process requirements of the ISO 20000 and ISO 27000 standards

Features of the ITSM Process Library

136 (SAP Signavio) respective 125 (ARIS) linked process graphs from all ITSM practices
34 interface diagrams for all the ITSM practices
the critical Service Value Streams
55 complete, tenderable role descriptions
numerous checklists and templates to important topics of IT Service Management linked to the respective process steps
RACI matrix for the responsibilities

Benefits of the ITSM Process Library

best practice from the very beginning
80% time and cost savings in defining the ITSM processes (according to customer feedback)
a process model tailored to the needs of the enterprise (avoiding the "reinvention of the wheel" - nevertheless it is not the idea in behind to implement uncritically all provided ITSM processes in your company)
integrable into each enterprise process model
reduction of consulting spending
quick wins in a mission critical project

All content of the ITSM Process Library at one glance

What you should not expect (and we do not promise)

Your Business is determined by your market, your entrepreneurial excellence and your uniqueness, hence the tight integration of IT processes and your specific business processes is not to be completely standardized (despite what others tell you - otherwise you would loose your competitive advantage). Thus our ITSM Process Library

no compensation for the necessary ITSM implementation project (positive change in existing processes), but makes it much easier and saves money
is no plug and play-solution, but has to be integrated into the processes of your enterprise - this is very simple

At this point we always advise to check, which ITSM processes are required in the actual situation of your organization, and never try to implement all possible processes uncritically. This we support with our ITSM Consulting Services.

We standardize by means of our ITSM Process Library all IT processes, which are to be standardized in a wise manner - this gives the offered degree of details.

Additional Service free of charge

With immediate effect all new customers of our ITSM Process Library will have an everlasting access to our ITSM document archive. It contains:

all ITSM checklists
all templates
all key performance indicators
all other accompanying documents of the ITSM Process Library.

We provide ongoing new ITSM documents in this archive and want to ensure that all our customers always get all new ITSM documents even in case they have not been included in the ITSM Process Library at the moment of purchase.