The ITIL® Process Map V3 Factsheet
The ITIL® Process Map V3 contains complete and professionally designed process diagrams for all standard ITIL processes. It supports an IT organization in all the necessary steps from the planning of an ITIL or ISO 20000 initiative through to a transformed IT organization, working along BestPractice principles:
Aligning an IT organization with ITIL or obtaining an ISO 20000 certification invariably means translating the textbased, often overwhelming content of the ITIL literature into every-day business practices. Figuring out how the text-based recommendations from the ITIL books translate into implementable activity flows, developing clear-cut processes and visualizing them in an easily understandable form requires a lot of expertise and effort.
The ITIL® Process Map V3 is ideally suited — to facilitate a deep understanding of the ITIL processes and their complex interrelationships — to help you with setting up and carrying out successful ITIL or ISO 20000 initiatives — to reduce your workload and keep consulting expenditures in check — to create of a high-quality process documentation which is the centre piece of any ISO 20000 certification.
ITIL and ISO 20000 Initiatives based on Reference Process Templates Making use of a standardized reference process model - the ITIL® Process Map V3 - you don't have to do this on your own or with the help of consultants.
IT Process Maps
Übersicht: IT Service Management (Service-Lifecycle nach ITIL® V3)
www.it-processmaps.com
Prozesse außerhalb der IT-Organisation
Prozesse außerhalb der IT-Organisation
Der Service-Lifecycle nach ITIL® V3
Service Strategy (Servicestrategie)
Servicestrategie
+
Serviceportfolio
Service Design
Request for Change (RFC)
Contents The ITIL® Process Map V3 offers complete coverage of the ITIL V3 Service Lifecycle with the five core disciplines Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement; the process model is completely ISO 20000 compliant. The ITIL® Process Map is organized in a consistent and hierarchical way; process overviews and detailed process flows (EPCs) in four layers illustrate the interrelations of the IT Service Management processes: — a high-level view of the ITIL® V3 Service Lifecycle — overview diagrams for each of the five ITIL V3 core disciplines — tried and tested reference models for each of the 20 ITIL V3 main processes, presenting their subprocesses and interrelationships — a complete set of 104 detailed process chains, illustrating activities and responsibilities as well as process inputs and outputs — 80 checklists/ document templates explaining certain aspects of the processes in more detail.
Kundenprozess
+
Geschäftsstrategie
Kundenprozess
Service Level Report (Service-Level-Bericht)
Service Design Package (SDP)
Service-Anforderungen
Externer SupplierProzess
Service Transition (ServiceÜberführung)
Service Level Report (Service-Level-Bericht)
+
Service Level Agreemt. (Service-LevelVereinb., SLA)
Operational Level Agreemt. (Vereinb. auf Betriebsebene, OLA)
Externer SupplierProzess
Service Operation (Servicebetrieb)
+
Underpinning Contract (Vertrag mit Drittparteien, UC)
Änderungsvorschläge für SLAs, OLAs and UCs
Additional reference diagrams offer direct access to the different object types used in the process models:
Vorschlag zur ProzessOptimierung
Continual Service Improvement (Kontin. ServiceVerbesserung)
+
Serviceverbess.-Plan (Service Improvement Plan, SIP)
High Level View of the ITIL V3 Service Lifecycle
IT Process Maps www.it-processmaps.com
— a comprehensive ITIL Glossary with ITIL terms (information objects defining the process in- and outputs) — a hierarchical ITIL process index with all process and sub-processes — a repository of ITIL roles, complete with descriptions IT Process Maps Details: Change-Bewertung durch das CAB
Change Manager
Change Management Support
3
www.it-processmaps.com
ChangeFreigabehierarchie
Prozess-Owner
Change Management 3
+
3
+
3
Change Schedule zur nächst höheren Prozessebene
3
RFC-Klassifizierung
+
Request for Change (RFC)
Change-Bewertung durch das CAB
Service Design
3
Servicekatalog
Change-Planung 3
+ Service Design Package (SDP)
Change Record
3
3
3
+
3
Prozessziel: Freigeben oder Zurückweisen eines vorgeschlagenen Changes. Dies schließt auch die Terminierung und Aufnahme des Changes in die Change Schedule mit ein.
3
+
3
Service Asset und Configuration Management
+
CMS/ CMDB 3 3
Inputs
Ressourcen Benötigte CABMitglieder bestimmen
CAB-Sitzung ansetzen
Outputs
Agenda und Dokumente zur Vorbereitung verteilen
RFC muss abgelehnt werden
Gründe für die Ablehnung benennen und dokumentieren
Den RFC-Initiator über die Ablehnung unterrichten
RFC kann genehmigt werden
Change Record aus dem RFC erstellen
ChangeGenehmigung dokumentieren
Change Manager 3 Planmäßige CAB-Sitzung fällig
je nach Changes, die vom CAB bewertet werden sollen
RFC abgelehnt
die CAB-Mitgliedern sollten vorab Informationen erhalten, z.B. die RFCs und sonstige Unterlagen zum Change
RFC genehmigt
Ressourcen Auswirkung des beantragten Changes bewerten Change Advisory Board (CAB)
3
Auswirkungen und eventuelle Nebeneffekte auf Π Services Π Configuration Items Π andere Changes ggf. mit technischen Experten besprechen
Dringlichkeit des beantragten Changes bewerten
zu betrachten ist die Höhe des Schadens, die sich aus einer Verzögerung der Implementierung ergeben würde
Folgen einer NichtImplementierung des Changes bewerten
Vorgeschlagenen Implementierungszeitplan beurteilen
prüfen, ob es Gründe gibt, die gegen den vorgeschlagenen Implementierungstermin sprechen
Ggf. notwendige Änderungen am beantragten Change festlegen
Über Eskalation des RFC zur nächsthöheren Genehmigungsebene entscheiden falls die Bewertung ergibt, dass eine höhere Genehmigungsebene für die Genehmigung des beantragten Changes zuständig ist (z.B. RFC muss vom IT- Management genehmigt werden)
Eskalation des RFC nicht erforderlich
Über Genehmigung des beantragten Changes entscheiden
ggf. auch nach Absprache mit dem Initiator des RFC
RFC zu höherer Genehmigungsebene zu eskalieren (z.B. ITManagement)
ZusatzInformationen
Checkliste Request for Change (RFC)
Checkliste CABAgenda
Checkliste RFCBewertung
Checkliste ChangeFreigabehierarchie
Checkliste Change Record
Zurück zu: Index ITILProzesse Service Transition
Detailed process description (“EventDriven Process Chain“/ EPC)
Additional documents help to get started with ITIL and the ITIL® Process Map V3: — Introduction into ITIL and the ITIL® Process Map V3 — ITIL Implementation Guide, a document describing how ITIL can be implemented in ten steps — ITIL Process Metrics (Key Performance Indicators - KPIs) for the most important ITIL V3 processes — Additional PDF Quick References (ITIL V3 glossary, roles and process descriptions) — User Manual
Target Groups IT Process Maps Übersicht: Change Management
The ITIL® Process Map V3 is designed for IT organizations or service suppliers who
Prozes se außerhalb der IT-Organisation
ITIL-Prozesse außerhalb von Service Transition
w ww.it-processmaps.com
Service-TransitionProzesse
Service-TransitionProzesse
Service Transition (Service-Überführung)
Kundenprozess
+
Ú
Projected Service Outage (PSO)
Ú
Ú
ChangeFreigabehierarchie Service Strategy (Servicestrategie)
+
Ú Service Strategy (Servicestrategie)
Change Management Support
RFC-Template Ú
Ú
+ Request for Change (RFC)
Service Design
Service Design Package (SDP)
+
Ú Ú
Service Design Ú
Ú
+
Ú
Change Schedule Ú
Ú
+ Servicekatalog Ú
Wartungsplan/ SOP
RFC-Erfassung und Vorab-Bewertung
Ú
Request for Change (RFC) Service Operation (Servicebetrieb)
+
Request for Change (RFC)
Ú
Ú Change -Modell
Ú
Ú
Bewertung eines dringenden RFC durch das ECAB
Change Record Request for Change (RFC)
RFC-Klassifizierung
Ú Ú Incident Record
Ú
Ú
+
Ú
Ú
+
Ú
Post Implementation Review (PIR) Change Record
+
Vorschlag zur Prozess-Optimierung
Ú
Change-Bewertung durch das CAB
Ú
+
Service-TransitionBericht
Ú
+ Ú AnwendungsEntwicklung und Customizing Change-Planung
Change Record
Ú
+
Ú
+
Ú
Ú
Ú
Release und Deployment Management
Change Record Ú
Ú
+ Ú Change-Evaluierung (Post Implementation Review)
+
Post Implementation Review (PIR)
Change Schedule Ú
Ú
Ú
Service-Validierung und Test
Change Record
Change Record
Ú
Ú Ú
+ CMS-ÄnderungsRichtlinie
Ú
Release Record Ú
Service Asset und Configuration Management
Ú
Change Schedule Change Schedule
Release-Richtlinien Ú
Ú
Release Record Ú Ú
CMS/ CMDB
Service Asset und Configuration Management
CMS/ CMDB Ú
Ú
+
Ú
Zurück zu: Index ITILProzesse Service Transition
Knowledge Management
+
Ú
Release Record
Release Record
+
Projektmgmt. (Transition Planning und Support)
Change Record
Ú
Ú
Service-Validierung und Test
+
Ú
Ú
Change Record Ú
Release Record
Ú
Release und Deployment Management
+
+ Ú
Change Schedule
AnwendungsEntwicklung und Customizing
+
Ú
Continual Service Improvement (Kontin. Service-Verbesserung)
Ú
Ú Ú
+
Projektplan
Projektmgmt. (Transition Planning und Support)
Service Operation (Servicebetrieb)
Change Schedule Change Record
Ú
+
Change-Bewertung durch den Change Manager
Ú
+
Effort can be saved during process design and documentation, as you modify existing process models and document templates - rather than starting from a blank page. At the same time, a high quality of the resulting process documentation is assured - an essential tool to market the IT organization as an effective and efficient provider of IT services, and also an indispensable prerequisite for an ISO 20000 certification.
Kundenprozess
Externer SupplierProzess
Ú
+
Benefits of Implementing ITIL Using Process Templates
Prozesse außerhalb der IT-Organisation
Ú
zur nächst höheren Prozessebene Externer SupplierProzess
Continual Service Improvement (Kontin. Service-Verbesserung)
— are planning a complete or partial introduction of IT Service Management according to ITIL, ― implementing it on their own ― or using the assistance of consultants on a limited scale — need to re-evaluate their ITIL processes according to the new ITIL V3 recommendations — prepare themselves for a certification according to ISO 20000.
ITIL-Prozesse außerhalb von Service Transition
Ú
Ú
Ú
Knowledge Management
+
Ú
Overviews in three layers for all ITIL V3 Core Disciplines and Main Processes
Versions of the ITIL® Process Map V3 The ITIL® Process Map V3 is available in English and German for the following applications and process management platforms: — Microsoft Visio™ — Corel iGrafx® Flowcharter™/ Corel iGrafx® Process™ — ARIS Process Platform™ — QMAP/ QViS Professional™ (Engl.) IT Process Maps Index of Data Objects/ ITIL Glossary: Service Design
www.it-processmaps.com
Index of Data Objects: Service Strategy
Index of Data Objects: Service Design
Index of Data Objects: Service Transition
Index of Data Objects: Continual Service Improvement
Index of Data Objects: Service Operation
Back to Front Page
. Service Catalogue Management
Service Design
+
+ Required Modifications to Service Catalogue
Service Catalogue
Service Level Management
+ Operational Level Agreement (OLA)
Service Acceptance Criteria (SAC)
Service Design Package (SDP)
SLM Document Templates
Service Level Agreement (SLA)
Service Level Requirements (SLR)
Risk Management
Process and Asset Valuation
Capacity Management
+ Capacity Management Information System
Capacity Report
Suggestion to Influence Service Demand
IT Service Continuity Management
Availability Management
Capacity Plan
Risk Register
+ Availability Design Guidelines
Availability Guidelines for the Service Desk
Availability Management Information System
Availability Plan
Avail./ ITSCM/ Security Testing Schedule
Availability Report
Service Level Report
SLA/ OLA/ UC Catalogue and Structure
+ Business Impact and Risk Analysis
Maintenance Plan/ SOP
Service Requirements
Disaster Invocation Guideline
Index of DisasterRelevant Information
IT Service Continuity Report
IT Service Continuity Strategy
IT Security Management
Compliance Management
+
IT Architecture Management
Compliance Register
Compliance Review
IT Security Report
Enterprise Policies and Regulations
Security Advisories
Security Alert
Security Management Information System
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Purchase Order
Purchase Request
Required Modifications to UCs
Standard Terms and Conditions
Supplier and Contract Database (SCD)
Supplier and Contract Review
Supplier Evaluation
Supplier Strategy
Test Protocol
Supplier Management
Test Protocol
+ Change Request to IT Architecture
IT Architecture
IT Security Strategy
Test Protocol
+ Avail./ ITSCM/ Security Testing Schedule
IT Security Policy
Recovery Plan
Recovery Plan
+ Avail./ ITSCM/ Security Testing Schedule
Business Continuity Strategy
Underpinning Contract (UC)
Index diagrams offering direct access to all processes, glossary terms and ITIL roles
For More Information: P. O. Box 2724, Amman 11181 Jordan Tel/Fax +962 6 464 3062
IT Process Maps www.it-processmaps.com
www.i-ProServ.com inquiry@i-proserv.com
„ITIL“ is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office. „IT Infrastructure Library“ is a Registered Trade Mark of the Office of Government Commerce. “Microsoft” and „Visio” are Trademarks of Microsoft Corp.. „ARIS“ and “ARIS Process Platform” are Trademarks of IDS Scheer AG. „Corel iGrafx Flowcharter” und “Corel iGrafx Process“ are Trademarks of COREL Corp., “QMAP” and “QViS” are Trademarks of Atkins Consulting © 2008 Stefan Kempter | March 2008