Processes of Continual Service Improvement according to ITIL® 4 and ISO 20000

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7 multiply proven processes of Continual Service Improvement

 

according to ITIL® and ISO 20000

 

as immediately implementable process templates for instant download


ITIL® and ISO 2000 describe what to do, we demonstrate from the experience of more than 20 years of ITSM implementations how to do ....

 

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Click here for our free excerpt - ITSM processes of Continual Service Improvement according to ITIL® and ISO 20000
 

128 pages

 

7 process templates

4 interface diagrams

3 RACI-matrices

16 checklists

 

PDF-format

english

 

€ 35.-

 

Read our free excerpt - ITIL® 2011 processes of Continual Service Improvement

  

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Other ITSM process sets

 

Service Strategy

Service Design

Service Transition

Service Operation

Implement the required processes of Continual Service Improvement (according to ITIL® and ISO 20000) with reduced investment in external consulting:

  

1      Content

2      The novelties within ITIL® V3 revision 2011

3      Service Lifecycle

4      Continual Service Improvement

  4.1       Process Overview

  4.2       Interfaces of Continual Service Improvement

  4.3       Processes within Continual Service Improvement

    4.3.1        Service Evaluation

      4.3.1.1        Interfaces of Service Evaluation

      4.3.1.2        Service Review

    4.3.2        Process Management

      4.3.2.1        Interfaces of Process Management

      4.3.2.2        Process Coordination

      4.3.2.3        Process Controlling

      4.3.2.4        Process Review

    4.3.3        Improvement Management and Reporting

      4.3.3.1        Interfaces of Improvement Management and Reporting

      4.3.3.2        Planning of Improvement Activities

      4.3.3.3        Management of Improvement Activities

      4.3.3.4        Improvement Reporting

5      Glossary

  5.1       Process Documents in Continual Service Improvement

  5.2       Involved Organizational Units in Continual Service Improvement

  5.3       Involved Roles in Continual Service Improvement

  5.4       Involved IT Systems in Continual Service Improvement

6      Responsibility Assignment Matrices (RACI)

  6.1       Responsibility Assignment Matrix for Service Evaluation

  6.2       Responsibility Assignment Matrix for Process Management

  6.3       Responsibility Assignment Matrix for Improvement Management

7      Checklists for Continual Service Improvement

  7.1       Checklist Request for Change

  7.2       Checklist Incident Record

  7.3       Checklist Incident Reporting

  7.4       Checklist Capacity Reporting

  7.5       Checklist Operational Level Agreement

  7.6       Checklist Continual Service Improvement Register

  7.7       Checklist Service Level Requirement

  7.8       Checklist Service Level Agreement

  7.9       Checklist Service Level Report

  7.10     Checklist Service Catalogue

  7.11     Checklist Service Portfolio

  7.12     Checklist Service Design Package

  7.13     Checklist Service Specification

  7.14     Checklist Availability Reporting

  7.15     Checklist Underpinning Contract

  7.16     Checklist Problem Record


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What you will get with our set of process templates for IT Service Management (according to ITIL® and ISO 20000):

  

Per ITSM Discipline

(strategy, design, transition, operation, continual improvement)

 

Per process

 

 

  • Process index of the respective ITSM discipline

  • Interface diagrams

  • Main information flows

  • Supplemental checklists for the implementation

  • Process designation

  • Process goal

  • Process responsible

  • Involved roles (RACI) including role descriptions

  • Process flow in BPMN 2.0

  • Detail description of the process steps

  • Involved IT systems


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Free access to our ITSM Archive and update to the new release (due to the new ITIL® 4)!
 

All customers of the complete package of five ITSM Process Collections will get an everlasting access to our ITSM archive (templates, KPI proposals, checklists) which we are creating during the further development of our ITSM Process Library - thus you receive always the most actual ITSM documents independent of the purchasing date for free!

 

Furthermore all customers of our complete package of five ITSM Process Collections will get a free update to the new version (due to the new ITIL® 4), as soon as available.

 
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Please also visit our other portals for process-oriented management solutions:

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Process-oriented tools and process collections of quality management according to ISO 9001


Our ITSM process collections are based upon the well known ITSM Process Library from Dipl.-Ing. Walter Abel Management Consulting. It contains the processes of IT Service ManagementIt contains the processes of IT Service Management in the leading process management systemsin the leading process management systems Signavio Process Manager respective Software AG ARIS notated in BPMN 2.0 based upon more than 20 years of ITSM project experience. It supported the implementation of process oriented IT Service Management for a lot of customers world wide up to now.

 

By this we want to provide a process oriented guideline for the complex matter of IT Service Management (referring to ITIL® and ISO 20000) which

  • saves the awful evaluation of necessary processes in the beginning of an ITSM project

  • provides a check for completeness for the planned ITSM process model

  • shows the internal and external process interfaces of the IT Service Management

and thus accelerates your project remarkably and hence saves costs (especially external consulting costs).

 

These process manuals are not for provision of theoretical knowledge but show the experience of many implementations of process oriented IT Service Management from practice. From the ITSM-standards' perspective all partial topics have more or less the same priority but practice depicts a different scenario. Accordingly we set up our process library described here, focusing on practical relevance.


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Last update 2022-08-10 

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