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

 

 

35 multiply proven processes of Service Design

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 process descriptions like already more than 1000 successful others too:

 


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

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Read our free excerpt - ITSM processes of Service Design

 

412 pages

 

35 processes

10 interface diagrams

9 RACI-matrices

12 checklists

 

pdf-format

 

€ 100.-

 

Read our free excerpt - ITIL® 2011 processes of Service Design

 

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Further ITSM Process Sets

 

Service Strategy

Service Transition

Service Operation

Service Improvement

 

ITSM Shop Overview

 

Implement the required processes with our ITSM process set Service Design even without external consulting:

1      Content

2      The novelties within ITIL® 2011

3      Service Lifecycle

4      Service Design

  4.1       Process Overview

  4.2       Interfaces of Service Design

  4.3       Processes within Service Designs

    4.3.1        Service Design Coordination

      4.3.1.1        Interfaces of Service Design Coordination

      4.3.1.2        Organization of Service Design Coordination

      4.3.1.3        Planning of Service Designs

      4.3.1.4        Monitoring of Service Designs

      4.3.1.5        Technical and organizational Service Design

      4.3.1.6        Review des Service Designs

    4.3.2        Service Level Management

      4.3.2.1        Interfaces of Service Level Management

      4.3.2.2        Organization of Service Level Management

      4.3.2.3        Service Level Requirement

      4.3.2.4        Service Level Agreement

      4.3.2.5        Service Approval

      4.3.2.6        Service Level Review and Reporting

    4.3.3        Capacity Management

      4.3.3.1        Interfaces of Capacity Management

      4.3.3.2        Capacity Prognosis

      4.3.3.3        Monitoring of Capacity

      4.3.3.4        Capacity Reporting

    4.3.4        Availability Management

      4.3.4.1        Interfaces of Availability Management

      4.3.4.2        Monitoring of Availability

      4.3.4.3        Availability Test

      4.3.4.4        Availability Reporting

    4.3.5        Risk Management

      4.3.5.1        Interfaces of Risk Management

      4.3.5.2        Risk Analysis from Business Perspective

      4.3.5.3        Risk Analysis from IT Perspective

      4.3.5.4        Risk Prevention Activities

      4.3.5.5        Risk Monitoring and Reporting

    4.3.6        Security Management

      4.3.6.1        Interfaces of Security Management

      4.3.6.2        Implementation of Security Controls

      4.3.6.3        Validation of IT Security

      4.3.6.4        Security Relevant Ocurrences

      4.3.6.5        Security Review and Reporting

    4.3.7        Service Continuity Management

      4.3.7.1        Interfaces of Service Continuity Management

      4.3.7.2        Contingency Planning

      4.3.7.3        Disaster Practice

      4.3.7.4        IT Service Continuity Management Review and Reporting

    4.3.8        Supplier Management

      4.3.8.1        Interfaces of Supplier Management

      4.3.8.2        Organization of Supplier Management

      4.3.8.3        Supplier Evaluation

      4.3.8.4        Creation of Supplier Contracts

      4.3.8.5        Requirement Request

      4.3.8.6        Supplier Selection

      4.3.8.7        Management of the Lifecycle of Supplier Contracts

      4.3.8.8        Supplier Review and Reporting

    4.3.9        Service Catalogue Management

      4.3.9.1        Interfaces of Service Catalogue Management

      4.3.9.2        Service Catalogue Management

5      Glossary

  5.1       Process Documents in Service Design

  5.2       Actions in Service Design

  5.3       Involved Organizational Units in Service Design

  5.4       Involved Roles in Service Design

  5.5       Involved IT Systems in Service Design

6      Responsibility Assignment Matrices (RACI)

  6.1       Responsibility Assignment Matrix Service Design Coordination

  6.2       Responsibility Assignment Matrix Service Level Management

  6.3       Responsibility Assignment Matrix Capacity Management

  6.4       Responsibility Assignment Matrix Availability Management

  6.5       Responsibility Assignment Matrix Risk Management

  6.6       Responsibility Assignment Matrix Security Management

  6.7       Responsibility Assignment Matrix Service Continuity Management

  6.8       Responsibility Assignment Matrix Supplier Management

  6.9       Responsibility Assignment Matrix Service Catalogue Management

7      Checklists for Service Design

  7.1       Checklist Change Request

  7.2       Checklist Incident Reporting

  7.3       Checklist Capacity Prognosis

  7.4       Checklist Capacity Planning

  7.5       Checklist Capacity Reporting

  7.6       Checklist Operational Level Agreement

  7.7       Checklist CSI Register

  7.8       Checklist Service Level Requirement

  7.9       Checklist Service Level Agreement

  7.10     Checklist Service Level Agreement Review

  7.11     Checklist Service Level Report

  7.12     Checklist Service Catalogue

  7.13     Checklist Service Portfolio

  7.14     Checklist Service Design Package

  7.15     Checklist Service Specification

  7.16     Checklist IT Risk Analysis

  7.17     Checklist IT Service Continuity Management Plan

  7.18     Checklist Disaster Practice Protocol

  7.19     Checklist Availability Improvement Planning

  7.20     Checklist Availability Reporting

  7.21     Checklist Underpinning Contract


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These process sets are based upon our well known ITSM Process Library. It describes the processes of IT Service Managements utilizing the  market leading process management systems 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.


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