.... ITSM Best Practices according to ITIL® 2011 ....




35 multiply proven processes of Service Design according to ITIL® 2011 and ISO 20000 as immediately implementable process sets 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 700 successful others too:


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


412 pages


35 processes

10 interface diagrams

9 RACI - matrices

21 checklists


€ 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

Continual Service Improvement


ITSM Shop Overview


Implement the required processes with our process set Service Design according to ITIL® even without external consulting:


1      Content

2      The novelties within ITIL® 2011

3      Service Lifecycle

4      Continual Service Improvement

  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


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These process sets are based upon our well known ITIL® 2011 Process Library. It describes the processes of IT Service Managements utilizing the  market leading process management system Signavio Process Manager notated in BPMN 2.0, and derives from the experience of nearly 20 years of successful ITSM project implementation.


Thus we want to provide you a process oriented guide through the complex topic of the ITIL® 2011, 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 ITIL® standard's 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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