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



55 roles of IT Service Management

according to ITIL® and ISO 20000

as immediately implementable process set for instant download


Save a huge amount of costs and spending for external consulting of your ITSM implementation by using detailed role descriptions for the set-up of your ITSM organization and job advertizing


Our most superb feedback:

I’m thrilled with what I have purchased. It has been incredibly useful. Your work is fantastic. Thank you for your contribution

(T. Evers, Humana Insurance, USA).

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


Click here for our free excerpt - ITSM roles of IT Service Management according to ITIL® 4 and ISO 20000


123 pages


55 roles




€ 49.-


Read our free excerpt - ITIL® 4 role descriptions

Jetzt kaufen

Saving hint: Complete package (all 5 Process sets) with 20% price advantage


€ 280.-


inkluding everlasting access to our  ITSM Document Archive for free


Visit our ITSM Archive!

Jetzt kaufen

ITSM Process Sets


Service Strategy

Service Design

Service Transition

Service Operation

Service Improvement


ITSM Shop Overview


Easily implement your IT Service Management organization (according to ITIL® 4 and ISO 20000) and advertize for jobs:


The novelties within ITIL® 4

Roles in detail
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
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 Continuity Manager
IT Service Consumer
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

Role descriptions can also be ordered separately (€ 4,99) and editable Word format (.docx) for adaption to the documentation style of your ITSM system:

Please visit our ITSM portal

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!

These role descriptions are based upon our well known ITSM Process Library. It 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.

 About us Consulting Services Solutions
 Organization Service Concept Overview
 Management Performance Management The new ITSM Process Library
 Partner Process Management 3.0 The new QM Process Library
 References IT Service Management SAP Signavio Process Manager
 Social Engagement Project Management Software AG ARIS
 Business Terms Holistic Project Support Academic Initiative
 Legal Disclaimer    
 Download Shop Contact
 Links ITSM Shop Imprint & Data Protection
  TQM Shop Newsletter
 Social Corner   +43 (664) 3088983
 Dipl.-Ing. Walter Abel Management Consulting auf XING    Folgen Sie uns auf Twitter und bleiben Sie informiert!    Dipl.-Ing. Walter Abel Management Consulting auf Facebook    Dipl.-Ing. Walter Abel Management Consulting auf LinkedIn   office(at)walter-abel.at
Change to english version
 © 2006 - 2024 Dipl.-Ing. Walter Abel Management Consulting Last update 08.02.2024 

Except as expressly indicated, Digistore24 does not endorse and is not affiliated with any third party product, service, statement, or opinion.
2019 © Digistore24 Inc. and/or its licensors. Review legal terms of use [Here] and privacy policy [Here]. Contact us [Here]