.... Best Practices of ITSM ....



124 multiply proven processes of IT Service Management

according to ITIL® and ISO 20000

as editable process library for Signavio Process Manager, Software AG ARIS and BPMN 2.0 XML


Save a huge amount of costs and spending for external consulting of your ITSM implementation by using detailed process descriptions like already more than 100 successful others too:


Our most superb feedback:

Abel - ITIL® / ISO 20000 understandable, clear, practical - own experience as customer - really good - just Abel.
(Dr. Michael Wolfensberger, ISO 27001 Lead Auditor, CH).

ITIL® and ISO 20000 describe what to do, we demonstrate from the experience of more than 20 years of ITSM implementations how to do ....


Klicken Sie hier für mehr Details zur ITSM Prozessbibliothek


Click the picture for more details and the free registration for test!


124 processes

34 interface diagrams

55 tenderable roles


checklists and templates

 Versions & Prices


for SAP Signavio Process Manager

for Software AG ARIS

  XML for all BPMS 2.0-compatible systems

Download License Terms for the ITSM Process Library:


License Terms for the ITSM Process Library


Implement the required processes of IT Service Management (according to ITIL® and ISO 20000) with reduced investment in external consulting by using our ITSM Process Library:

General Management Practices:

  • Architecture Management (new)

  • Project Management (new)

  • Risk Management (new)

  • Workforce & Talent Management (new)

  • Continual Improvement (changed)

  • Financial Management (changed)

  • Organizational Change Management (changed)

  • Portfolio Management (changed)

  • Relationship Management (changed)

  • Information Security Management (not changed)

  • Knowledge Management (not changed)

  • Measurement & Reporting (not changed)

  • Strategy Management (not changed)

  • Supplier management (not changed)

Service Management Practices:

Technical Management Practices:

  • Software Development & Management (new)

  • Deployment Management (changed)

  • Infrastructure & Platform Management (not changed)

By frequent request of our customers, individual process groups or even complete lifecycle-phases according to ITIL® 2011 including the amendments of ITIL® 4 for the Signavio Process Manager can now also be purchased individually - just visit our ITSM-Portal, click the respective process or select the Lifecycle-phase below:

Service Strategy

Service Design
Service Transition
Service Operation
Service Improvement

Hints for BPMN 2.0 XML-compatible systems


You may download a representative process in BPMN 2.0 XML for testing the compatibility of your system:


2.14.2. Incident- and Request Registration


Scope of delivery of the BPMN 2.0 XML-version:

  • All detail processes

  • All accompanying detail descriptions in an Excel-file

  • All accompanying role descriptions and checklists in Word-format and as PDF

  • Reading access to our development system for gathering information how all deliverables fit together

All Prices excluding VAT means VAT will be added during purchasing process as applicable according to local legislation, with the transaction you explicitly agree to the Business Terms of the ITSM Shop.

Charging is executed by secure transaction via Digistore24.


Immediately after the transaction you will be provided a printable, tax deductible invoice via Digistore24 and transferred to the download page automatically.

All our ITSM templates come with a 60 day money back guarantee.

Become an affiliate!

Would you like to participate in our success? Become an affiliate and place our ITSM products on your website! Just click the button, register and earn 30% commission!

The ITSM Process Library describes the processes of IT Service Managements utilizing the  market leading process management systems SAP Signavio Process Manager and Software AG ARIS notated in BPMN 2.0, and derives from the experience of more than 20 years of successful ITSM project implementation.


Thus we want to provide you a process oriented guide through the complex topic of IT Service Management, that

  • saves the awful evaluation of necessary processes in the beginning of your ITSM project

  • provides a check for completeness for your planned ITSM process model

  • shows the internal and external process interfaces of the IT Service Management

accelerating your project remarkably and hence saving costs (especially external consulting costs).


The purpose of these process sets is not provision of theoretical knowledge, but demonstrate the experience of numerous implementations of process oriented IT Service Managements from practice. From the ITSM standards' perspective all partial topics have more or less the same priority, but practice tells a different story. exactly according to this we designed our process library. Practical relevance is the focus.

ITIL® is a registered trademark of AXELOS Limited.

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 © 2006 - 2023 Dipl.-Ing. Walter Abel Management Consulting Last update 18.11.2023