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



21 multiply proven processes of Service Strategy

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 Strategy


223 pages


21 processes

6 interface diagrams

5 RACI-matrices

14 checklists




€ 60.-


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

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Further ITSM Process Sets


Service Design

Service Transition

Service Operation

Service Improvement


ITSM Shop Overview


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

1      Content

2      The novelties within ITIL® 2011

3      Service Lifecycle

4      Service Strategy

  4.1       Process Overview

  4.2       Interfaces of Service Strategy

  4.3       Processes within Service Strategy

    4.3.1        Business Relationship Management         Interfaces of Business Relationship Management         Customer Relations         Identification of Service Requirements         Contract Conclusion for IT Standard Services         Customer Satisfaction Surveys         Customer Feedback Management         Monitoring of Customer Complaints

    4.3.2        Management of the IT Service Strategy         Interfaces of the Management of the IT Service Strategy         Strategic Assessment of IT Services         Conception of IT Service Strategy         Implementation of IT Service Strategy

    4.3.3        Service Portfolio Management         Interfaces of Service Portfolio Management         Preparation for Service Design         Initiation of Service Design         Review and Maintenance of the Service Portfolio

    4.3.4        Demand Management         Interfaces of Demand Management         Demand Prognosis         Demand Control

    4.3.5        Financial Management         Interfaces of Financial Management         IT Financial Organization         IT Budgeting         IT Forecast         IT Cost Monitoring         IT Financial Organization         IT Profitability Analysis         IT Financial Reporting

5      Glossary

  5.1       Process documents in Service Strategy

  5.2       Involved Organizational Units in Service Strategy

  5.3       Involved Roles in Service Strategy

  5.4       Involved IT Systems in Service Strategy

6      Responsibility Assignment Matrices (RACI)

  6.1       Responsibility Assignment Matrix Business Relationship Management

  6.2       Responsibility Assignment Matrix Management of IT Service Strategy

  6.3       Responsibility Assignment Matrix Service Portfolio Management

  6.4       Responsibility Assignment Matrix Demand Management

  6.5       Responsibility Assignment Matrix Financial Management

7      Checklists for Service Strategy

  7.1       Checklist Change Request

  7.2       Checklist Incident Reporting

  7.3       Checklist Capacity Planning

  7.4       Checklist Capacity Reporting

  7.5       Checklist Operational Level Agreement

  7.6       Checklist Continual Service Improvement Register

  7.7       Checklist Service Level Agreement

  7.8       Checklist Service Level Reporting

  7.9       Checklist Service Catalogue

  7.10     Checklist Service Portfolio

  7.11     Checklist Service Design Package

  7.12     Checklist Availability Reporting

  7.13     Checklist Underpinning Contract

  7.14     Checklist Financial Analysis

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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.

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