.... 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:


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 ....

don't reinvent the wheel - if you save even a few hours of your ITSM implementation, the purchase has already paid off!


Read our free excerpt - ITSM processes of Service Design


412 pages


35 processes

10 interface diagrams

9 RACI-matrices

12 checklists




€ 100.-


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

 Jetzt kaufen

Saving hint ITSM-Bundle:


Complete package (all 5 process collections) with 20% price advantage


€ 280.-


inkluding everlasting access to our  ITSM Document Archive for free


Visit our ITSM Archive!

Jetzt kaufen

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        Interfaces of Service Design Coordination        Organization of Service Design Coordination        Planning of Service Designs        Monitoring of Service Designs        Technical and organizational Service Design        Review des Service Designs

    4.3.2        Service Level Management        Interfaces of Service Level Management        Organization of Service Level Management        Service Level Requirement        Service Level Agreement        Service Approval        Service Level Review and Reporting

    4.3.3        Capacity Management        Interfaces of Capacity Management        Capacity Prognosis        Monitoring of Capacity        Capacity Reporting

    4.3.4        Availability Management        Interfaces of Availability Management        Monitoring of Availability        Availability Test        Availability Reporting

    4.3.5        Risk Management        Interfaces of Risk Management        Risk Analysis from Business Perspective        Risk Analysis from IT Perspective        Risk Prevention Activities        Risk Monitoring and Reporting

    4.3.6        Security Management        Interfaces of Security Management        Implementation of Security Controls        Validation of IT Security        Security Relevant Ocurrences        Security Review and Reporting

    4.3.7        Service Continuity Management        Interfaces of Service Continuity Management        Contingency Planning        Disaster Practice        IT Service Continuity Management Review and Reporting

    4.3.8        Supplier Management        Interfaces of Supplier Management        Organization of Supplier Management        Supplier Evaluation        Creation of Supplier Contracts        Requirement Request        Supplier Selection        Management of the Lifecycle of Supplier Contracts        Supplier Review and Reporting

    4.3.9        Service Catalogue Management        Interfaces of Service Catalogue Management        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

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 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 SAP Signavio Process Manager, Software AG ARIS notated in BPMN 2.0, respective as BPMN 2.0 XML for compatible systems, 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]