Roles of IT Service Management according to ITIL® 4 and ISO 20000 from practice for immediate implementation

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Dipl.-Ing. Walter Abel Management Consulting

.... Role Collection IT Service Management ....

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55 roles of IT Service Management (according to ITIL® 4 and ISO 20000) for instant download


Save a huge amount of costs and spending for external consulting of your ITSM implementation by using our detailed role descriptions for the set-up of your ITSM organization and job advertizing


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ITIL® 4 and ISO 20000 describe what to do, we demonstrate from the experience of more than 20 years of ITSM implementations how to do ....


Click here for our free excerpt - ITSM roles of IT Service Management according to ITIL® 4 and ISO 20000


123 pages


55 roles


PDF - format


€ 49.-


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ITSM process collections


Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement

Easily implement your IT Service Management organization (according to ITIL® 4 and ISO 20000) and advertize for jobs:



The novelties within ITIL® 4
Roles in detail
1st Level Support
2nd Level Support
3rd Level Support
Application Manager
Availability Manager
Business Analyst
Business Controller
Business Relationship Manager
Capacity Manager
Change Advisory Board
Change Manager
Change Owner
Compliance Manager
Continual Service Improvement Manager
Control Responsible
Demand Carrier
Document Owner
Emergency Change Advisory Board
Enterprise Architect
Financial Manager
Identity and Access Manager
Incident Manager
Information Security Manager
IT Controller
IT Facilities Manager
IT Operations Manager
IT Operator
IT Service Continuity Manager
IT Service Consumer
IT Steering Committee
Knowledge Manager
Problem Manager
Process Manager
Process Owner
Project Manager
Project Owner
Release Manager
Risk Manager
Risk Responsible
Service Asset and Configuration Manager
Service Catalogue Manager
Service Design Manager
Service Desk
Service Level Manager
Service Owner
Service Portfolio Manager
Service Strategy Manager
Service Transition Manager
Solution Architect
Solution Developer
Supplier Manager
Technical Architect
Test Manager


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Our process sets are based upon the well known ITSM Process Library from Dipl.-Ing. Walter Abel Management Consulting. It contains the processes of IT Service Management in the leading process management system Signavio Process Manager 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 2020-01-06_

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