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



24 multiply proven processes of Service Operation

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 Operation


283 pages


24 processes

7 interface diagrams

6 RACI-matrices

21 checklists




€ 70.-


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

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Further ITSM Process Sets


Service Strategy

Service Design

Service Transition

Service Improvement


ITSM Shop Overview


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

1      Content

2      The novelties within ITIL® 2011

3      Service Lifecycle

4      Service Operation

  4.1       Process Overview

  4.2       Interfaces of Service Operation

  4.3       Processes within Service Operation

    4.3.1        Event Management        Interfaces of Event Management        Organization of Event Management        Event Monitoring        Event Tracking and Closure

    4.3.2        Incident Management        Interfaces of Incident Management        Organization of Incident Management        Incident Registration        Incident Resolution First Level        Incident Resolution Second Level        Incident Monitoring and Escalation        Major Incidents        Incident Tracking and Closure        User Information     Incident Reporting

    4.3.3        Problem Management        Interfaces of Problem Management        Problem Registration        Problem Resolution        Problem Tracking and Closure        Review of Major Problems        Problem Reporting

    4.3.4        Access Management        Interfaces of Access Management        Enlistment and Retirement        Management of User Profiles        User Permission Request

    4.3.5        Service Request        Interfaces of Service Request        Service Request        Backup Recovery

    4.3.6        Operations Control        Interfaces of Operations Control        IT Operations Management        Contingency Activities

5      Glossary

  5.1       Process Documents in Service Operation

  5.2       Involved Organizational Units in Service Operation

  5.3       Involved Roles in Service Operation

  5.4       Involved IT Systems in Service Operation

6      Responsibility Assignment Matrices (RACI)

  6.1       Responsibility Assignment Matrix Event Management

  6.2       Responsibility Assignment Matrix Incident Management

  6.3       Responsibility Assignment Matrix Problem Management

  6.4       Responsibility Assignment Matrix Access Management

  6.5       Responsibility Assignment Matrix Service Request

  6.6       Responsibility Assignment Matrix Operations Control

7      Checklists for Service Operation

  7.1       Checklist Request for Change

  7.2       Checklist Incident Record

  7.3       Checklist Initial Analysis Incident

  7.4       Checklist Incident Priority

  7.5       Checklist Incident Escalation

  7.6       Checklist Incident Reporting

  7.7       Checklist Capacity Reporting

  7.8       Checklist Operational Level Agreement

  7.9       Checklist Continual Service Improvement Register

  7.10     Checklist Service Level Requirement

  7.11     Checklist Service Level Agreement

  7.12     Checklist Service Level Report

  7.13     Checklist Service Catalogue

  7.14     Checklist Service Portfolio

  7.15     Checklist Service Design Package

  7.16     Checklist Service Specification

  7.17     Checklist Availability Reporting

  7.18     Checklist Underpinning Contract

  7.19     Checklist Problem Record

  7.20     Checklist Problem Priority

  7.21     Checklist Problem Closing

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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 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.

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