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



27 multiply proven processes of Service Transition

according to ITIL® and ISO 20000

as immediately implementable process set for instant download


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Read our free excerpt - ITSM processes of Service Transition


336 pages


27 processes

10 interface diagrams

9 RACI-matrices

21 checklists




€ 85.-


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

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Further ITSM Process Sets


Service Strategy

Service Design

Service Operation

Service Improvement


ITSM Shop Overview


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

1      Content

2      The novelties within ITIL® 2011

3      Service Lifecycle

4      Service Transition

  4.1       Process Overview

  4.2       Interfaces of Service Transition

  4.3       Processes within Service Transition

    4.3.1        Transition Planning und Support        Interfaces of Transition Planning and Support        Project Setup        Projekt Planning        Projekt Execution and Controlling        Transition Reporting

    4.3.2        Change Management        Interfaces of Change Management        Organisation of Change Management        Registration and Classification of Changes        Valuation of Changes        Change Planning        Change Review and Reporting

    4.3.3        Change Evaluation        Interfaces of Change Evaluation        Change Evaluation prior to Planning        Change Evaluation prior to Realization        Change Evaluation prior to Rollout        Change Evaluation after Rollout

    4.3.4        Release and Deployment Management        Interfaces of Release and Deployment Management        Organization of Release and Deployment Management        Release - Setup        Rollout of Releases        Startup Support and Closing of Releases        Minor Releases

    4.3.5        Service Validation and Test        Interfaces of Service Validation and Test        Definition of Test Procedures        Component Tests        Integration Tests        Acceptance Tests

    4.3.6        Service Asset and Configuration Management        Interfaces of Service Asset and Configuration Management        Organization of Service Asset and Configuration Management        Configuration Management Audit and Reporting

    4.3.7        Application Development and Customizing        Interfaces of Application Development and Customizing        Application Development and Customizing

    4.3.8        End of Life for IT Services        Interfaces of End of Life for IT Services        End of Life for IT Services

    4.3.9        Knowledge Management        Interfaces of Knowledge Management        Knowledge Management

5      Glossary

  5.1       Process Documents in Service Transition

  5.2       Involved Organizational Units in Service Transition

  5.3       Involved Roles in Service Transition

  5.4       Involved IT Systems in Service Transition

6      Responsibility Assignment Matrices (RACI)

  6.1       Responsibility Assignment Matrix Transition Planning and Support

  6.2       Responsibility Assignment Matrix Change Management

  6.3       Responsibility Assignment Matrix Change Evaluation

  6.4       Responsibility Assignment Matrix Release and Deployment Management

  6.5       Responsibility Assignment Matrix Service Validation and Test

  6.6       Responsibility Assignment Matrix Service Asset and Configuration


  6.7       Responsibility Assignment Matrix Application Development and


  6.8       Responsibility Assignment Matrix End of Life for IT Services

  6.9       Responsibility Assignment Matrix Knowledge Management

7      Checklists for die Service Transition

  7.1       Checklist Request for Change

  7.2       Checklist Change Classification

  7.3       Checklist Change Planning

  7.4       Checklist Change Advisory Board Agenda

  7.5       Checklist Post Implementation Review

  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 Release Plan

  7.21     Checklist Configuration Management Audit Protocol

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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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