screenshots itil process map v3 for ms visio
TRANSCRIPT
The ITIL® Process Map V3 for Microsoft™ Visio™
Examples and Overview of Contents
© 2010 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map V3 2
Contents
A live demo of the ITIL® Process
Map can be seen on the Internet
at
http://en.it-processmaps.com
Structure of the ITIL® Process Map V3 Page 3
RASCI Matrix Page 4
ITIL® V3 Process Diagrams
Examples Page 5
Index of Process Diagrams contained in the
ITIL® Process Map V3
Page 9
ITIL® Checklists/ Document Templates
Examples Page 15
Index of Checklists contained in the
ITIL® Process Map V3
Page 17
© 2010 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map V3 3
Hierarchical
Structure of the ITIL®
Process Map
Structure of the ITIL® Process Map V3
The ITIL® Process Map is
organized in a hierarchical way:
The following pages contain vector
graphics – you can look at the process
models in detail by using your PDF
viewer's zoom function.
• Detail levels 0 to 2 contain
26 "Process Overview" diagrams
to illustrate the interrelationships
between the processes.
• The user is able to navigate to the
next level of detail by clicking on
links.
• At the most detailed level (Level
3), 104 "Process Detail" diagrams
illustrate the flow of activities in
detail.
Level 0:
High Level View
of ITIL V3
Level 3:
Activity Chains
Level 1:
ITIL Core
Disciplines
Level 2:
ITIL Main
Processes
© 2010 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map V3 4
RASCI Matrix in Excel Format:
Participation of ITIL® Roles in ITIL® V3 Processes
Open a process
diagram directly
from the matrix by
clicking on a
process name
Pop-up hints show
the process
objectives
© 2010 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map V3 5
ITIL® V3 Reference Processes – Detail Level 0: ITIL® V3 Service Lifecycle
Overview: IT Service Management (ITIL® V3 Service Lifecycle)
IT Process Mapswww.it-processmaps.com
Processes
outside the
IT Organization
Processes
outside the
IT Organization
The ITIL® V3 Service Lifecycle
i
Customer
Processi
Business Strategy
i
Service
Requirements
i
External
Supplier
Processi
Service Level
Report
+ i
Service
Strategyi
Service Strategy
i
Service Portfolio
+ i
Service Design
i
Request for Change
(RFC)
i
Service Design
Package (SDP)
+ i
Service
Transitioni
CMS/ CMDB
i
Operational
Documentation
+ i
Service
Operationi
Suggested
Changes to SLAs,
OLAs and UCs
i
Suggested Process
Improvement
+ i
Continual
Service
Improvementi
Service
Improvement Plan
(SIP)
i
Service Level
Report
i
Customer
Process
i
External
Supplier
Processi
Underpinning
Contract (UC)
i
SLA/ OLA/ UC
Catalogue and
Structure
High-Level-View of
the ITIL® V3 Service
Lifecycle
Zoom in using your
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Function!
© 2010 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map V3 6
Overview: Service Transition
Processes outside the
IT Organization
ITIL Processes outside
Service Transition
Customer Process
ITIL Processes outside
Service Transition
Processes outside the
IT Organization
Customer Process
i
End-User
Documentation
i
Projected Service
Outage (PSO)
i
Test Report
i
Service Level
Requirements (SLR)
i
Support Request
i
Test Report
i
External Supplier
Process
i
External Supplier
Process
i
End-User
Documentation
i
Development/ Install.
QA Documentation
i
Operational
Documentation
+ i
Service Strategy
+ i
Service Strategy
i
Service Transition
Report
i
CMS/ CMDB
i
Request for Change
(RFC)
i
Service Catalogue
i
Service Level
Requirements (SLR)
i
Service Design
Package (SDP)
i
SLA/ OLA/ UC
Catalogue and
Structure
i
Underpinning Contract
(UC)
i
Service Acceptance
Criteria (SAC)
i
Maintenance Plan/
SOP
i
Change Request to
CMS Structure
i
CMS/ CMDB
i
IT Architecture
+ i
Service Design
+ i
Service Design
i
Service Transition
Report
i
Service Design
Validation Report
i
Test Report
i
Purchase Request
i
CMS Change Policy
i
CMS/ CMDB
+ i
Service Operation
+ i
Service Operation
i
Development/ Install.
QA Documentation
i
Incident Record
i
Access Rights
i
User Identity Record
i
Request for Change
(RFC)
i
End-User
Documentation
i
Operational
Documentation
i
Change Record
i
CMS/ CMDB
i
Post Implementation
Review (PIR)
i
Service Transition
Report
i
CMS/ CMDB
i
Suggested Changes
to SLAs, OLAs and
UCs
i
Suggested Process
Improvement
+ i
Continual Service
Improvement
+ i
Continual Service
Improvement
i
Change Model
i
Change Schedule
i
Projected Service
Outage (PSO)
i
Service Transition
Report
i
Test Report
i
Operational
Documentation
i
End-User
Documentation
i
Suggested Known
Error
i
Suggested
Workaround
i
User Identity Request
i
Request for Access
Rights
i
Development Work
Order
i
Installation Work
Order
i
Support Request
i
CMS/ CMDB
i
Definitive Media
Library (DML)
+ i
IT Service Management
Up one level of detail
+ i
Project Mgmt. (Transition
Planning and Support)
i
Release Record
i
Project Plan
i
Service Transition
Report
i
Change Record
i
Change Schedule
i
Release Policy
i
Test Model
i
Release Record
i
Data for Project Plan
Update
+ i
Service Asset and
Configuration
Managementi
CMS/ CMDB
i
CMS Change Policy
i
Definitive Media
Library (DML)
i
CMS/ CMDB
i
Change Request to
CMS Structure
i
Definitive Media
Library (DML)
+ i
Service Validation and
Testing
i
Service Design
Validation Report
i
Test Model
i
Release Record
i
Test Report
+ i
Change Management
i
Change Record
i
Change Schedule
i
Release Record
+ i
Release and Deployment
Management
i
Release Policy
i
Release Record
i
Development Work
Order
i
Support Request
+ i
Application Development
and Customization
i
End-User
Documentation
i
Operational
Documentation
i
Development/ Install.
QA Documentation
+ i
Knowledge Management
i
Service Knowledge
Mgmt System (SKMS)
All information originating
from Service Management
processes is input for the
Knowledge Management
process. Displaying all
inputs within this Overview
Diagram is therefore not
practicable.
Back to:
Index of Service
Transition
Processes
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Function!
ITIL® V3 Reference Processes – Detail Level 1: Service Transition
There are 5 process
models of this type
on detail level 1
© 2010 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map V3 7
Overview: Change Management
Processes outside the
IT Organization
ITIL Processes outside
Service Transition
Service Transition
Processes
Customer Process
i
External Supplier
Process
+ i
Service Strategy
+ i
Service Design
i
Request for Change
(RFC)
i
Change Record
i
Incident Record
+ i
Service Operation
+ i
Project Mgmt. (Transition
Planning and Support)
Service Transition
Processes
ITIL Processes outside
Service Transition
Processes outside the
IT Organization
Customer Process
i
Projected Service
Outage (PSO)
i
External Supplier
Process
+ i
Service Strategy
+ i
Service Design
+ i
Service Operation
i
Change Schedule
i
Change Model
i
Post Implementation
Review (PIR)
i
Suggested Process
Improvement
+ i
Project Mgmt. (Transition
Planning and Support)
+ i
Service Transition
Up one level of detail
i
Project Plan
i
Service Design
Package (SDP)
i
Request for Change
(RFC)
i
Service Catalogue
i
Maintenance Plan/
SOP
+ i
Continual Service
Improvement
+ i
Continual Service
Improvement
i
Release Record
i
Service Transition
Report
i
Change Schedule
i
Change Record
i
Release Record
+ i
Application Development
and Customization
+ i
Application Development
and Customization
i
Change Schedule
i
Change Record
i
Release Record
+ i
Release and Deployment
Management
+ i
Release and Deployment
Management
i
Release Policy
i
Release Record
i
Change Schedule
i
Change Record
i
Release Record
+ i
Service Validation and
Testing
+ i
Service Validation and
Testing
i
CMS/ CMDB
+ i
Service Asset and
Configuration
Management
+ i
Service Asset and
Configuration
Managementi
CMS/ CMDB
i
CMS Change Policy
+ i
Knowledge Management
+ i
Knowledge Management
+ i
RFC Logging and Pre-
Evaluation
i
Request for Change
(RFC)
+ i
RFC Classification
+ i
Change Management
Support
i
RFC Template
i
Change Schedule
i
Change Authorization
Hierarchy
i
Request for Change
(RFC)
+ i
Assessment of Urgent
RFC by the ECAB
+ i
Change Assessment by
the Change Manager
+ i
Change Assessment by
the CAB
i
Change Record
i
Change Record
i
Change Record
+ i
Change Scheduling
i
Change Record
i
Change Schedule
+ i
Change Evaluation (Post
Implementation Review)
i
Post Implementation
Review (PIR)
i
Change Record
Back to:
Index of Service
Transition
Processes
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There are 20 process
models of this type on
detail level 2
ITIL® V3 Reference Processes – Detail Level 2: Change Management
© 2010 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map V3 8
Process Details: Change Assessment by the Change Manager
Up one level of detail
Process Owner
Inputs Outputs
i
Change Manager
+ i
Change Management
+ i
Change Assessment by
the Change Manager
Process Objective:
To authorize or reject a proposed Change
as well as to ensure a preliminary
scheduling and incorporation into the
Change Schedule.
+ i
RFC Classification
+ i
Change Scheduling
i
Change Record
+ i
Change Management
Support
+ i
Service Design
i
Service Catalogue
+ i
Service Asset and
Configuration
Management
i
Request for Change
(RFC)
i
CMS/ CMDB
Resource
i
Change Manager
RFC to be
assessed by
the Change
Manager
Assess impact of the proposed
Change
Assess urgency of the proposed
Change
consider level of
damage if the
implementation is
delayed
Additional
Informationi
Checklist Request for
Change (RFC)
i
Change Authorization
Hierarchy
i
Change Schedule
i
Service Design
Package (SDP)
effects and possible
side-effects upon
· services
· Configuration Items
· other Changes
if required, consult with
technical experts
Assess consequences if Change is not implemented
Assess the proposed schedule for implementation
check if there any reasons
to object to the proposed
implementation date
Determine any required
modifications to the proposed Change
Determine if RFC must be escalated to the next higher level of authority
if the assessment leads to
the conclusion that a
higher level of authority is
required to authorize the
proposed Change (e.g.
RFC must be assessed by
IT Management)
Decide if proposed Change may be
authorized
if required, consult also
with the RFC initiator
State reasons and document rejection
RFC must be rejectedNotify RFC initiator
of rejection
RFC
rejected
Create Change Record from RFC
Document Change authorization
RFC may be authorized
RFC
authorized
RFC must be escalated to
higher level of authority
(e.g. IT Management)
i
Checklist RFC
Assessmenti
Checklist Change
Authorization
Hierarchy i
Checklist Change
Record
Escalation of RFC
not required
Back to:
Index of Service
Transition
Processes
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There are 104 process
models of this type on
detail level 3
ITIL® V3 Reference Processes – Detail Level 3:
Change Assessment by the Change Manager
© 2010 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map V3 9
Process Overviews Process Details
+ i
Service Strategy
+ i
Service Portfolio
Management
+ i
Strategic Service
Assessment
+ i
Service Strategy
Definition
+ i
Service Portfolio
Update
+ i
Strategic Planning
+ i
Financial
Management
+ i
Financial
Management
Support
+ i
Financial Planning
+ i
Financial Analysis
and Reporting
+ i
Service Invoicing
Index of Processes contained in the ITIL® Process Map V3
Processes on detail
levels 0, 1 and 2,
linked to Overview
diagrams
The ITIL® Process Map offers
complete coverage of the ITIL® V3
Service Lifecycle.
The following pages contain vector graphics –
you can look at the process models in detail by
using your PDF viewer's zoom function.
• The following pages provide a
complete overview of the process
hierarchy contained in the ITIL®
Process Map V3.
• Each of the processes on Detail
Levels 0 to 2 is represented by a
Process Overview diagram,
• whereas each process on Detail
Level 3 is represented by a Process
Details diagram (Activity Chain).
Processes on detail level 3,
linked to Process Details
diagrams (Activity Chains)
© 2010 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map V3 10
Process Overviews Process Details
Index of ITIL Processes: Service Strategy
Index of ITIL
Processes:
Service Design
Index of ITIL
Processes:
Service Transition
Index of ITIL
Processes:
Service Operation
Back to
Front Page
Index of ITIL
Processes:
Service Strategy
Index of ITIL
Processes:
Continual Service
Improvement
+ i
Service Strategy
1
+ i
Financial
Management
1.2
+ i
Service Portfolio
Management
1.1
+ i
Strategic Service
Assessment
1.1.1
+ i
Service Strategy
Definition
1.1.2
+ i
Service Portfolio
Update
1.1.3
+ i
Strategic Planning
1.1.4
+ i
Financial
Management
Support
1.2.1
+ i
Financial Planning
1.2.2
+ i
Financial Analysis
and Reporting
1.2.3
+ i
Service Invoicing
1.2.4
Process Index: Service Strategy
Process Index:
Service Strategy
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© 2010 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map V3 11
Process Overviews Process Details
Index of ITIL Processes: Service Design
Index of ITIL
Processes:
Service Design
Index of ITIL
Processes:
Service Transition
Index of ITIL
Processes:
Service Operation
Back to
Front Page
Index of ITIL
Processes:
Service Strategy
Index of ITIL
Processes:
Continual Service
Improvement
+ i
Service Design
2
+ i
Service Level
Monitoring and
Reporting
2.2.8
+ i
Agreements Sign-
Off and Service
Activation
2.2.7
+ i
RFC Compilation
and Submission
2.2.6
+ i
Technical and
Organizational
Service Design
2.2.5
+ i
Decomposition of
Business Service
into Supporting
Services
2.2.4
+ i
Identification of
Service
Requirements
2.2.3
+ i
Sign up Customers
to Standard
Services
2.2.2
+ i
Maintenance of the
SLM Framework
2.2.1
+ i
Service Level
Management
2.2
+ i
Service Catalogue
Management
2.1
+ i
Risk Management
2.3
+ i
Business Impact
and Risk Analysis
2.3.1
+ i
Assessment of
Required Risk
Mitigation
2.3.2
+ i
Risk Monitoring
2.3.3
+ i
Capacity
Management
2.4
+ i
Business Capacity
Management
2.4.1
+ i
Service Capacity
Management
2.4.2
+ i
Component
Capacity
Management
2.4.3
+ i
Capacity
Management
Reporting
2.4.4
+ i
Availability
Management
2.5
+ i
Design Services
for Availability
2.5.1
+ i
Availability Testing
2.5.2
+ i
Availability
Monitoring and
Reporting
2.5.3
+ i
IT Service
Continuity
Management
2.6
+ i
Design Services
for Continuity
2.6.1
+ i
ITSCM Support
2.6.2
+ i
ITSCM Training
and Testing
2.6.3
+ i
ITSCM Review
2.6.4
+ i
IT Security
Management
2.7
+ i
Design of Security
Controls
2.7.1
+ i
Security Testing
2.7.2
+ i
Management of
Security Incidents
2.7.3
+ i
Security Review
2.7.4
+ i
Compliance
Management
2.8
+ i
IT Architecture
Management
2.9
+ i
Supplier
Management
2.10
+ i
Providing the
Supplier
Management
Framework
2.10.1
+ i
Evaluation of New
Suppliers and
Contracts
2.10.2
+ i
Establishing New
Suppliers and
Contracts
2.10.3
+ i
Processing of
Standard Orders
2.10.4
+ i
Supplier and
Contract Review
2.10.5
+ i
Contract Renewal
or Termination
2.10.6
Process Index: Service Design
Process Index:
Service Design
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© 2010 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map V3 12
Process Overviews Process Details
Index of ITIL Processes: Service Transition
+ i
Service Transition
3
+ i
Change
Management
3.1
+ i
Change
Management
Support
3.1.1
+ i
RFC Logging and
Pre-Evaluation
3.1.2
+ i
RFC Classification
3.1.3
+ i
Assessment of
Urgent RFC by the
ECAB
3.1.4
+ i
Change
Assessment by the
CAB
3.1.6
+ i
Change
Assessment by the
Change Manager
3.1.5
+ i
Change
Scheduling
3.1.7
+ i
Change Evaluation
(Post
Implementation
Review)
3.1.8
+ i
Project Mgmt.
(Transition
Planning and
Support)
3.2
+ i
Project Initiation
3.2.1
+ i
Initial Project
Planning
3.2.2
+ i
Project Controlling
3.2.3
+ i
Project Reporting
and
Communication
3.2.4
+ i
Application
Development and
Customization
3.3
+ i
Release and
Deployment
Management
3.4
+ i
Release
Management
Support
3.4.1
+ i
Minor Release
Deployment
3.4.2
+ i
Release Build
3.4.3
+ i
Release
Deployment
3.4.4
+ i
Release Closure
3.4.6
+ i
Early Life Support
3.4.5
+ i
Service Validation
and Testing
3.5
Index of ITIL
Processes:
Service Design
Index of ITIL
Processes:
Service Transition
Index of ITIL
Processes:
Service Operation
Back to
Front Page
Index of ITIL
Processes:
Service Strategy
Index of ITIL
Processes:
Continual Service
Improvement
+ i
Service Asset and
Configuration
Management
3.6
+ i
Configuration
Management
Support
3.6.1
+ i
Configuration
Verification and
Audit
3.6.2
+ i
Knowledge
Management
3.7
+ i
Test Model
Definition
3.5.1
+ i
Service Design
Validation
3.5.2
+ i
Release
Component
Acquisition
3.5.3
+ i
Release Test
3.5.4
+ i
Service
Acceptance
Testing
3.5.5
Process Index: Service Transition
Process Index:
Service Transition
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© 2010 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map V3 13
Process Overviews Process Details
Index of ITIL Processes: Service Operation
+ i
Service Operation
4
+ i
Event
Management
4.1
+ i
Maintenance of
Event Monitoring
Mechanisms and
Rules
4.1.1
+ i
Event Filtering and
Categorization
4.1.2
+ i
Event Correlation
and Response
Selection
4.1.3
+ i
Event Review and
Closure
4.1.4
+ i
Incident
Management
4.2
+ i
Incident
Management
Support
4.2.1
+ i
Incident Logging
and Categorization
4.2.2
+ i
Immediate Incident
Resolution by 1st
Level Support
4.2.3
+ i
Incident Resolution
by 2nd Level
Support
4.2.4
+ i
Handling of Major
Incidents
4.2.5
+ i
Incident Monitoring
and Escalation
4.2.6
+ i
Incident Closure
and Evaluation
4.2.7
+ i
Pro-Active User
Information
4.2.8
+ i
Incident
Management
Reporting
4.2.9
+ i
Request Fulfilment
4.3
+ i
Access
Management
4.4
+ i
Maintenance of
Catalogue of User
Roles and Access
Profiles
4.4.1
+ i
Processing of User
Access Requests
4.4.2
+ i
Problem
Management
4.5
+ i
Problem
Identification and
Categorization
4.5.1
+ i
Problem Diagnosis
and Resolution
4.5.2
+ i
Problem and Error
Control
0
+ i
Problem Closure
and Evaluation
4.5.4
+ i
Major Problem
Review
4.5.5
+ i
Problem
Management
Reporting
4.5.6
+ i
IT Operations
Management
4.6
+ i
IT Facilities
Management
4.7
Index of ITIL
Processes:
Service Design
Index of ITIL
Processes:
Service Transition
Index of ITIL
Processes:
Service Operation
Back to
Front Page
Index of ITIL
Processes:
Service Strategy
Index of ITIL
Processes:
Continual Service
Improvement
Process Index: Service Operation
Process Index:
Service Operation
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© 2010 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map V3 14
Process Overviews Process Details
Index of ITIL Processes: Continual Service Improvement
+ i
Continual Service
Improvement
5
+ i
Service Evaluation
5.1
+ i
Complaints
Management
5.1.1
+ i
Customer
Satisfaction
Survey
5.1.2
+ i
Service Review
5.1.3
+ i
Process
Evaluation
5.2
+ i
Process
Management
Support
5.2.1
+ i
Process
Benchmarking
5.2.2
+ i
Process Maturity
Assessment
5.2.3
Index of ITIL
Processes:
Service Design
Index of ITIL
Processes:
Service Transition
Index of ITIL
Processes:
Service Operation
Back to
Front Page
+ i
Process Audit
5.2.4
Index of ITIL
Processes:
Service Strategy
Index of ITIL
Processes:
Continual Service
Improvement
+ i
Process
Controlling and
Review
5.2.5
+ i
Definition of
Improvement
Initiatives
5.3
+ i
CSI Monitoring
5.4
Process Index: Continual Service Improvement
Process Index:
Continual Service
Improvement
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© 2010 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map V3 15
Index of ITIL® V3 Checklists/ Document Templates
ITIL Checklists/ Document
Templates in Microsoft Word™
format provide additional
information to the process flows.
• In most cases the checklists
explain process outputs – for
example, the Checklist "Request
for Change" explains what
information is typically contained in
an RFC (see the example on the
next page).
• In other cases, the checklists
define some aspects of a process
in more detail. Example: The
Checklist "CAB Agenda" describes
the typical responsibilities of the
Change Advisory Board.
• All in all there are 84 checklists/
document templates in Microsoft
Word™ format provided as part of
the ITIL® Process Map V3.
© 2010 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map V3 16
Checklist Example: “Request for Change - RFC”
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© 2010 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map V3 17
Index of ITIL Checklists: Service Strategy
Back to
Front Page
Checklists:
Service Design
Checklists:
Service Transition
Checklists:
Service Operation
Checklists:
Service Strategy
+ i
Service Strategy
+ i
Service Portfolio
Management
+ i
Financial
Management
Checklists:
Continual Service
Improvement
i
Checklist Service
Portfolio
1.1.1
i
Checklist Service
Strategy
1.1.2
i
Checklist Service
Strategy Plan
1.1.3
i
Checklist Strategic
Service Assessment
1.1.4
i
Checklist Financial
Analysis
1.2.4
i
Checklist Financial
Data Categories
1.2.1
i
Checklist IT Budget
Structure
1.2.3
i
Checklist Budget
Request/ Allocation
1.2.2
i
Checklist Indirect Cost
Allocation Table
1.2.5
Checklists/ Document
Templates
Service Strategy
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Index of Checklists: Service Strategy
© 2010 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map V3 18
Index of ITIL Checklists: Service Design
+ i
Risk Management
+ i
Capacity
Management
+ i
Availability
Management
+ i
IT Service
Continuity
Management
+ i
IT Security
Management
+ i
Supplier
Management
+ i
Compliance
Management
+ i
IT Architecture
Management
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Front Page
Checklists:
Service Design
Checklists:
Service Transition
Checklists:
Service Operation
Checklists:
Service Strategy
+ i
Service Design
+ i
Service Catalogue
Management
+ i
Service Level
Management
Checklists:
Continual Service
Improvement
i
Checklist Service
Portfolio
1.1.1
i
Checklist Service
Catalogue
2.1.1
i
Checklist Service
Level Requirements
(SLR)
2.2.4
i
Checklist SLA/ OLA/
UC
2.2.5
i
Checklist SLA/ OLA/
UC Catalogue and
Structure
2.2.6
i
Checklist Service
Design Package
(SDP)
2.2.2
i
Checklist Service
Acceptance Criteria
(SAC)
2.2.1
i
Checklist Service
Level Report
2.2.3
i
Checklist Business
Impact/ Risk Analysis
2.3.1
i
Checklist Risk
Register
2.3.2
i
Checklist Capacity
Plan
2.4.1
i
Checklist CMIS
2.4.3
i
Checklist Capacity
Report
2.4.2
i
Checklist Availability
Plan
2.5.3
i
Checklist AMIS
2.5.1
i
Checklist Recovery
Plan
2.5.7
i
Checklist Maintenance
Plan/ SOP
2.5.5
i
Checklist Availability
Report
2.5.4
i
Checklist Availability
Design Guidelines
2.5.2
i
Checklist Avail./
ITSCM/ ISM Testing
Schedule
2.5.6
i
Checklist Test
Protocol
2.5.8
i
Checklist IT Service
Continuity Strategy
2.6.2
i
Checklist Recovery
Plan
2.5.7
i
Checklist Disaster
Invocation Guideline
2.6.1
i
Checklist ITSC Report
2.6.4
i
Checklist Avail./
ITSCM/ ISM Testing
Schedule
2.5.6
i
Checklist Test
Protocol
2.5.8
i
Checklist IT Security
Strategy
2.7.3
i
Checklist SMIS
2.7.5
i
Checklist IT Security
Policy
2.7.1
i
Checklist Security
Alert
2.7.4
i
Checklist IT Security
Report
2.7.2
i
Checklist Avail./
ITSCM/ ISM Testing
Schedule
2.5.6
i
Checklist Test
Protocol
2.5.8
i
Checklist Compliance
Register
2.8.1
i
Checklist Compliance
Review
2.8.2
i
Checklist IT
Architecture
2.9.1
i
Checklist Supplier
Strategy
2.10.3
i
Checklist SLA/ OLA/
UC
2.2.5
i
Checklist SCD
2.10.1
i
Checklist Supplier and
Contract Review
2.10.2
i
Checklist Disaster-
Relevant Information
2.6.3
Checklists/ Document
Templates
Service Design
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Index of Checklists: Service Design
© 2010 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map V3 19
Index of ITIL Checklists: Service Transition
+ i
Service Transition
+ i
Change
Management
+ i
Project Mgmt.
(Transition
Planning and
Support)+ i
Application
Development and
Customization
+ i
Release and
Deployment
Management
+ i
Service Validation
and Testing
+ i
Service Asset and
Configuration
Management
+ i
Knowledge
Management
Back to
Front Page
Checklists:
Service Design
Checklists:
Service Transition
Checklists:
Service Operation
Checklists:
Service Strategy
Checklists:
Continual Service
Improvement
i
Checklist Request for
Change (RFC)
3.1.8
i
Checklist Change
Record
3.1.4
i
Checklist RFC
Assessment
3.1.9
i
Checklist Change
Model
3.1.3
i
Checklist Change
Authorization
Hierarchy
3.1.2
i
Checklist CAB Agenda
3.1.1
i
Checklist Change
Schedule
3.1.5
i
Checklist Projected
Service Outage (PSO)
3.1.7
i
Checklist PIR
3.1.6
i
Checklist Project Plan
3.2.2
i
Checklist Project
Charter
3.2.1
i
Checklist Service
Transition Report
3.2.3
i
Checklist Release
Record
3.4.2
i
Checklist Release
Policy
3.4.1
i
Checklist Test Model
3.5.2
i
Checklist Service
Transition Test Types
3.5.1
i
Checklist Test Report
3.5.3
i
Checklist CMS/ CMDB
3.6.2
i
Checklist CMS
Change Policy
3.6.1
i
Checklist
Configuration Audit
Protocol
3.6.3
i
Checklist SKMS
3.7.1
i
Checklist Definitive
Media Library (DML)
3.6.4
Checklists/ Document
Templates
Service Transition
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Index of Checklists: Service Transition
© 2010 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map V3 20
Index of ITIL Checklists: Service Operation
+ i
Service Operation
+ i
Event
Management
+ i
Incident
Management
+ i
Request Fulfilment
+ i
Access
Management
+ i
Problem
Management
+ i
IT Operations
Management
+ i
IT Facilities
Management
Back to
Front Page
Checklists:
Service Design
Checklists:
Service Transition
Checklists:
Service Operation
Checklists:
Service Strategy
Checklists:
Continual Service
Improvement
i
Checklist Event
Record
4.1.1
i
Checklist Incident
Record
4.2.4
i
Checklist Incident
Escalation Rules
4.2.1
i
Checklist Incident
Model
4.2.3
i
Checklist Incident
Management Report
4.2.2
i
Checklist User Identity
Record
4.4.1
i
Checklist User Role
Access Profile
4.4.2
i
Checklist Problem
Record
4.5.3
i
Checklist Known Error
Database
4.5.1
i
Checklist Problem
Management Report
4.5.2
Checklists/ Document
Templates
Service Operation
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Index of Checklists: Service Operation
© 2010 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map V3 21
Index of ITIL Checklists: Continual Service Improvement
Back to
Front Page
Checklists:
Service Design
Checklists:
Service Transition
Checklists:
Service Operation
Checklists:
Service Strategy
+ i
Continual Service
Improvement
+ i
Service Evaluation
+ i
Process
Evaluation
Checklists:
Continual Service
Improvement
+ i
Definition of
Improvement
Initiatives
+ i
CSI Monitoring
i
Checklist Complaints
Log
5.1.1
i
Checklist Customer
Survey
5.1.2
i
Checklist Seven-Step
Improvement
5.1.4
i
Checklist Service
Evaluation Report
5.1.3
i
Checklist Process
Assessment/ Audit
5.2.2
i
Checklist Categories
of CSI Metrics
5.2.1
i
Checklist Process
Evaluation Report
5.2.3
i
Checklist Service
Improvement Plan
5.3.1
Checklists/ Document
Templates Continual
Service Improvement
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Index of Checklists: Continual Service Improvement
© 2010 IT Process Maps GbR | www.it-processmaps.comThe ITIL® Process Map V3 22
IT Process Maps GbR
Dipl.-Ing. Stefan Kempter &
Dr. Andrea Kempter
Am Hörnle 7
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