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ITIL® 4 Process Library


General Management Practices        Service Management Practices        Technical Management Practices

 

Tenderable Roles        Checklists        Templates

 

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1. General IT Process Landscape

Overview of all ITSM processes with reference to ITIL® 4 and ITIL® 2011 (lifecycle view), as well as all relevant surrounding processes and organizational interfaces of the company.

 

2. IT Service Lifecycle according to ITIL® 4 and ITIL® 2011

IT service lifecycle according to ITIL® 2011 as a comparative reference.

 

3. General Management Practices according to ITIL® 4

3.1. Architecture Management


Architecture Management Practice

  

 

Overview of the practice and interfaces of the practice.

  

Management of Enterprise Architecture

  

 

Continuous harmonization of the IT architecture with the requirements of the business strategy, the enterprise architecture and the IT strategy and the customer requirements as well.

  

3.2. Continual Improvement and IT Quality Management

 

Continual Improvement and IT Quality Management Practice

  

 

Overview of the practice and interfaces of the practice.

 

Planning of Improvement Activities

  

 

Planning of improvement activities regarding their dependencies.

  

Management of Improvement Activities

  

Implementation of initiatives for realization of detected improvement potentials.

  

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.
 

Improvement Reporting

  

  Collective reporting for all improvement initiatives.
 

3.3. Information Security

  

Information Security Practice

  

 

Overview of the practice and interfaces of the practice.
 

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.

  

Validation of IT Security

  

Detection and defense of IT security violations.

  

Security Review and Reporting

  

Check for risk conformity of the IT security activities and reporting about IT security management.

  

3.4. Knowledge Management

  

Knowledge Management Practice

  

 

Overview of the practice and interfaces of the practice.
 

Knowledge Management

  

Collection, analysis, archiving and provision of knowledge and information of IT service management within the enterprise.

  

3.5. Measurement and Reporting

  

Measurement and Reporting Practice

  

 

Overview of the practice and interfaces of the practice.
 

Service Review

  

Periodical review of the IT services for possible economic and customer oriented improvements.

  

Process Review

  

Checking the IT service management processes on regular basis and introduction of necessary activities thereof.

  

3.6. Organizational Change Management

  

Organizational Change Management Practice

  

 

Overview of the practice and interfaces of the practice.
 

Organizational Change Management

  

Implementation of organizational changes according to urgency, with secured resources and management focus.

  

3.7. Portfolio Management

  

Portfolio Management Practice

  

 

Overview of the practice and interfaces of the practice.
 

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.

  

3.8. Project Management

  

Project Management Practice

  

 

Overview of the practice and interfaces of the practice.
 

Project Management Practice

  

Setup of the 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 Planning

  

Project controlling and execution of corrective activities if necessary.

  

3.9. RelationshipManagement

 

Relationship Management Practice

  

 

Overview of the practice and interfaces of the practice.

 

Care for Customer Relations

  

 

Management of existing customer relations and creation of relations to prospects.

  

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.
 

Contract Conclusion for IT Standard Services

  

 

Agree on 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 related activities.
 

Customer Feedback Management

  Targeted collection of and reaction to customer feedback including triggering necessary corrective actions. 

Monitoring of Customer Complaints

  Permanent monitoring of customer complaints to enable necessary counter activities. 

3.10. Risk Management

 

Risk Management Practice

  

 

Overview of the practice and interfaces of the practice.

 

Risk Analysis from Business Perspective

  

 

Analysis of criticality of IT services and -components (especially regarding value add and time response of the business processes that are supported by these IT services).

  

Risk Analysis from IT Perspective

  

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

  

Risk Evaluation

  

  Assign responsibility for the risk, evaluation and classify risks.
 

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.
 

3.11. Service Financial Management

 

Service Financial Management Practice

  

 

Overview of the practice and interfaces of the practice.

 

IT Financial Organization

  

 

Definition and communication 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, current and forecasted costs and revenues of the IT services and possible improvements of the profitability. 

3.12. Strategy Management

 

Strategy Management Practice

  

 

Overview of the practice and interfaces of the practice.

 

Assessment of IT Service Strategy

  

 

Strategic evaluation of the organization of the IT service provider and of the offered IT services within the strategic framework.

  

Conception of IT Service Strategy

  

Definition of the service strategy and harmonization with the business strategy.

  

Implementation of IT Service Strategy

  

  Operational implementation of the IT service strategy.
 

3.13. Supplier Management

 

Supplier Management Practice

  

 

Overview of the practice and interfaces of the practice.

 

Organization of Supplier Management

  

 

Provision of guidelines and standards for procurement of services and products.

  

Supplier Evaluation

  

Evaluation and selection of new potential suppliers.

  

Setup 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 big scale.
 

Requirement Request

  

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

Supplier Selection

  

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

Life-Cycle Management for Supplier Contracts

  Review of the relevance of current supplier contracts and termination of no longer needed contracts. 

Supplier Review and Reporting

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

3.14. Workforce and TalentManagement

 

Workforce and Talent Management Practice

  

 

Overview of the practice and interfaces of the practice.

 

Actualization of Qualification Requirements

  

 

Review of requirements to personnel qualification and triggering of adequate activities to ensure sufficient qualification in case of changed requirements.

  

Planning of Activities for Personnel Qualification

  

Planning of adequate activities to ensure sufficient qualification according to the quality requirements.

  

Monitoring of Activities for Personnel Qualification

  

  Control of execution and effectivity of adequate activities to ensure sufficient qualification according to the quality requirements.
 

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4. Service Management Practices according to ITIL® 4

4.1. Availability Management

  

Availability Management Practice

  

 

Overview of the practice and interfaces of the practice.

 

Planning and Monitoring of Availability

  

 

Planning and permanent monitoring of current availabilities of IT services and IT infrastructure and introduction of necessary activities thereof.

  

Availability Testing

  

Regular and event-driven validation of procedures and automatisms for availability, reliability and restart after breakdown.

  

Availability Reporting

  

  Information of all requesters and stakeholders from other ITSM disciplines about the availability of the IT services and the IT infrastructure compared to the agreed service levels and corrective actions in case of availability issues as well.
 

4.2. Business Analysis

  

Business Analysis Practice

  

 

Overview of the practice and interfaces of the practice.

 

Business Analysis

  

 

Identification of required service outcomes from the customer's respective prospect's perspective and harmonization with the service portfolio, determine the impact on enterprise architecture and business and IT processes.

  

Management of User Profiles

  

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

  

4.3. Capacity- and Performance Management

  

Capacity- and Performance Management Practice

  

 

Overview of the practice and interfaces of the practice.

 

Capacity Prognosis

  

 

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

  

Monitoring of Capacity and Performance

  

Permanent monitoring of service capacities and performance, introduction of necessary activities thereof.

  

Capacity and Performance Reporting

  

  Information for all requesters and stakeholders about the capacity of the IT services and the IT infrastructure, their utilization and performance.
 

4.4. Change Control

 

Change Control Practice

  

 

Overview of the practice and interfaces of the practice.

 

Organization of Change Control

  

 

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 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 Rollout

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

Change Evaluation after Rollout

  Evaluation of extensive changes after the deployment phase of the change. 

Change Review and Reporting

  Final review of realized changes in the post implementation review and reporting thereto. 

4.5. Incident Management

 

Incident Management Practice

  

 

Overview of the practice and interfaces of the practice.

 

Organization of Incident Management

  

 

Creation and maintenance of the guidelines for the incident management.

  

Incident Troubleshooting Second Level

  

Incident troubleshooting by specialists of the second level support within agreed time frame, if necessary involvement of the third level support.

  

Incident Monitoring and Escalation

  

  Monitoring of incident troubleshooting and escalation in case of troubles during incident solutions.
 

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 solution and formal closing.

  

User Information

  Information of the users about known respective planned interruptions or disturbances of IT services and the progress of incident and problem troubleshooting and other miscellaneous information demands.
 

Incident Reporting

  Reporting and information provision about the incident occurrences and related information.
 

4.6. IT AssetManagement

 

IT Asset Management Practice

  

 

Overview of the practice and interfaces of the practice.

 

Manual capture of IT Assets

  

 

Manual recording of IT Assets in the Configuration Management System for IT Assets that cannot be recorded with the help of automation.

  

Automated capture of IT Assets

 

Automated detection and documentation of Configuration Items, manual maintenance if required.
 

Preparation of new/changed IT Asset data

  

Rework requirements identified in the course of automated IT Asset data collection are processed.

  

Preparation of new/changed personnel data

 

Rework requirements identified in the course of the automated collection of personnel data are processed.
 

Inventory of IT Assets

 

Regular and event-driven inventory of IT Assets.
 

Criticality analysis for IT Assets

 

Analysis and assessment of criticality and threats to IT Assets, definition of actions on identified and assessed risks.
 

Risk measures for IT Assets

 

Planning and implementation of risk measures for identified threats from the risk analysis, or for threats not identified in the risk analysis that have occurred.
 

Life cycle management of IT Assets

 

Maintaining IT Asset information in the Configuration Management System over the lifecycle of IT Assets.
 

End of life cycle of IT assets

 

Handling IT Assets at the end of their useful life.
 

4.7. Monitoring and Event Management

 

Monitoring and Event Management Practice

  

 

Overview of the practice and interfaces of the practice.

 

Organization of Monitoring and 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.
 

4.8. Problem Management

 

Problem Management Practice

  

 

Overview of the practice and interfaces of the practice.

 

Problem Registration

  

 

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

  

Problem Solution

  

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 actions against reoccurrence of major problems.
 

Problem Reporting

  

 

Reporting and provision of information about the problem occurrences.

  

4.9. Release Management

 

Release Management Practice

  

 

Overview of the practice and interfaces of the practice.

 

Organization of Release Management

  

 

Definition and maintenance of guidelines for the release management.

  

Release Setup

  

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

  

Startup Support and Closing of Releases

  

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

End of Life for IT Services

  

  Management of the end of life-cycle for IT services.
 

Transition Reporting

  

 

Project reporting and continuous information of concerned and involved people (stakeholders). 

4.10. Service CatalogueManagement

 

Service Catalogue Management Practice

  

 

Overview of the practice and interfaces of the practice.

 

Service Catalogue Management

  

 

Maintenance of the service catalogue and the service landscape within the service portfolio.

  

4.11. Service ConfigurationManagement

 

Service Configuration Management Practice

  

 

Overview of the practice and interfaces of the practice.

 

Organization of Service Configuration Management

  

 

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

  

Continuous Improvement in Service Configuration Management

  

Planning and implementation of measures for continuous improvement of Service Configuration Management.

  

Auditing the Configuration Management Database

  

 

Regularly, but also on an ad hoc basis, ensuring the adequacy and ability to fulfil the purpose of the Configuration Management System database.
 

Change of Organization and Location

 

Organizational changes (including location changes) are mapped in the Service Configuration Management System.
 

4.12. Service ContinuityManagement

 

Service Continuity Management Practice

  

 

Overview of the practice and interfaces of the practice.

 

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.

  

Service Continuity Management Review and Reporting

  

  Verification of conformity of contingency planning with current risk scenario and reporting for the IT service continuity management.
 

4.13. Service Design

 

Service Design Practice

  

 

Overview of the practice and interfaces of the practice.

 

Organization of Service Design

  

 

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

  

Planning of Service Design

  

Detailed planning of all activities within the phase of service design.

  

Monitoring of Service Design

  

  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

  

  Technical specification (functionality, availability, capacity) and technical and organizational implementation concept for IT services.
 

Review of Service Design

  

  Completeness check of the service design package and formal submitting of the request for change for the implementation. 

4.14. Service Desk

 

Service Desk Practice

  

 

Overview of the practice and interfaces of the practice.

 

Incident- and Request Registration

  

 

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

  

First Level Solution

  

Immediate solution of the incident as far as possible in agreed schedule, otherwise transfer to second level support.

  

4.15. Service Level Management

 

Service Level Management Practice

  

 

Overview of the practice and interfaces of the practice.

 

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 current service level results and comparison with the respective goals. 

4.16. Service Request Management

 

Service Request Management Practice

  

 

Overview of the practice and interfaces of the practice.

 

Service Request

  

 

Handling of service requests.

  

Backup Recovery Request

  

Processing of backup recoveries.

  

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.
 

User Permission Request

  

 

Handling of requests for user permissions of IT services. 

4.17. Service Validation and Testing

 

Service Validation and Testing Practice

  

 

Overview of the practice and interfaces of the practice.

 

Definition of Test Procedures

  

 

Definition of test content, test cases and test conditions.

  

Component Tests

  

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.
 

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5. Technical Management Practices according to ITIL® 4

5.1. Deployment Management

 

Deployment Management Practice

  

 

Overview of the practice and interfaces of the practice.

 

Deployment

  

 

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

  

Minor Deployments

  

Simplified processing of deployments that contain minor change and low risk.

  

5.2. Infrastructure- and PlatformManagement

 

Infrastructure- and Platform Management Practice

  

 

Overview of the practice and interfaces of the practice.

 

Definition of the IT Technology Portfolio

  

 

Definition of a strategy-based IT technology portfolio (IT technology strategy).

  

Management of the IT Technology Portfolio

  

Management of a strategy-based IT technology portfolio (IT technology strategy).

  

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. 

5.3. Software Development and Management

 

Software Development and Management Practice

  

 

Overview of the practice and interfaces of the practice.

 

Application Development and Customizing

  

 

Realization respective customization of IT applications for provision of functionalities of IT services.

  

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6. Tenderable Roles

  • 1st Level Support

  • 2nd Level Support

  • 3rd Level Support

  • Application Manager

  • Availability Manager

  • Business Analyst

  • Business Controller

  • Business Relationship Manager

  • Capacity Manager

  • Change Advisory Board

  • Change Manager

  • Change Owner

  • Chief Information Officer

  • Compliance Manager

  • Continual Service Improvement Manager

  • Control Responsible

  • Demand Carrier

  • Document Owner

  • Emergency Change Advisory Board

  • Enterprise Architect

  • Financial Manager

  • Identity and Access Manager

  • Incident Manager

  • Information Security Manager

  • IT Controller

  • IT Facilities Manager

  • IT Operations Manager

  • IT Operator

  • IT Service Consumer

  • IT Service Continuity Manager

  • IT Steering Committee

  • Knowledge Manager

  • Problem Manager

  • Process Manager

  • Process Owner

  • Project Manager

  • Project Owner

  • Release Manager

  • Risk Manager

  • Risk Responsible

  • Service Asset and Configuration Manager

  • Service Catalogue Manager

  • Service Design Manager

  • Service Desk

  • Service Level Manager

  • Service Owner

  • Service Portfolio Manager

  • Service Strategy Manager

  • Service Transition Manager

  • Solution Architect

  • Solution Developer

  • Supplier Manager

  • Technical Architect

  • Test Manager

  • User

 

7. Checklists

  • Availability Planning

  • Availability Reporting

  • Capacity Forecast

  • Capacity Planning

  • Capacity Reporting

  • Change Advisory Board Agenda

  • Change Classification

  • Change Record

  • Configuration Management System Audit

  • Configuration Management System

  • Continual Service Improvement Register

  • Disaster Plan

  • Disaster Practice Protocol

  • Financial Analysis

  • Forward Schedule of Changes

  • Incident Closing

  • Incident Escalation

  • Incident Management Report

  • Incident Priority

  • Incident Record

  • Initial Analysis of Incident

  • IT Risk Analysis

  • IT Service Continuity Plan

  • IT Service Continuity Report

  • Operational Level Agreement

  • Post Implementation Review

  • Problem Closing

  • Problem Management Report

  • Problem Priority

  • Problem Record

  • Release Plan

  • Request for Change

  • Service Catalogue

  • Service Design Package

  • Service Evaluation Report

  • Service Level Agreement Review

  • Service Level Agreement

  • Service Level Report

  • Service Level Requirement

  • Service Portfolio

  • Service Specification

  • Underpinning Contract

 

8. Templates

  • Availability Plan

  • Capacity Plan


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