Processes of Service Design according to ITIL® 4 and ISO 20000

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35 multiply proven processes of Service Design

 

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 Service Design according to ITIL® and ISO 20000
 

412 pages

 

35 process templates

10 interface diagrams

9 RACI-matrices

21 checklists

 

PDF-format

english

 

€ 100.-

 

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

  

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Other ITSM process sets

 

Service Strategy

Service Transition

Service Operation

Service Improvement

Implement the required processes of Service Design (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      Service Design

  4.1       Process Overview

  4.2       Interfaces of Service Design

  4.3       Processes within Service Designs

    4.3.1        Service Design Coordination

      4.3.1.1        Interfaces of Service Design Coordination

      4.3.1.2        Organization of Service Design Coordination

      4.3.1.3        Planning of Service Designs

      4.3.1.4        Monitoring of Service Designs

      4.3.1.5        Technical and organizational Service Design

      4.3.1.6        Review des Service Designs

    4.3.2        Service Level Management

      4.3.2.1        Interfaces of Service Level Management

      4.3.2.2        Organization of Service Level Management

      4.3.2.3        Service Level Requirement

      4.3.2.4        Service Level Agreement

      4.3.2.5        Service Approval

      4.3.2.6        Service Level Review and Reporting

    4.3.3        Capacity Management

      4.3.3.1        Interfaces of Capacity Management

      4.3.3.2        Capacity Prognosis

      4.3.3.3        Monitoring of Capacity

      4.3.3.4        Capacity Reporting

    4.3.4        Availability Management

      4.3.4.1        Interfaces of Availability Management

      4.3.4.2        Monitoring of Availability

      4.3.4.3        Availability Test

      4.3.4.4        Availability Reporting

    4.3.5        Risk Management

      4.3.5.1        Interfaces of Risk Management

      4.3.5.2        Risk Analysis from Business Perspective

      4.3.5.3        Risk Analysis from IT Perspective

      4.3.5.4        Risk Prevention Activities

      4.3.5.5        Risk Monitoring and Reporting

    4.3.6        Security Management

      4.3.6.1        Interfaces of Security Management

      4.3.6.2        Implementation of Security Controls

      4.3.6.3        Validation of IT Security

      4.3.6.4        Security Relevant Ocurrences

      4.3.6.5        Security Review and Reporting

    4.3.7        Service Continuity Management

      4.3.7.1        Interfaces of Service Continuity Management

      4.3.7.2        Contingency Planning

      4.3.7.3        Disaster Practice

      4.3.7.4        IT Service Continuity Management Review and Reporting

    4.3.8        Supplier Management

      4.3.8.1        Interfaces of Supplier Management

      4.3.8.2        Organization of Supplier Management

      4.3.8.3        Supplier Evaluation

      4.3.8.4        Creation of Supplier Contracts

      4.3.8.5        Requirement Request

      4.3.8.6        Supplier Selection

      4.3.8.7        Management of the Lifecycle of Supplier Contracts

      4.3.8.8        Supplier Review and Reporting

    4.3.9        Service Catalogue Management

      4.3.9.1        Interfaces of Service Catalogue Management

      4.3.9.2        Service Catalogue Management

5      Glossary

  5.1       Process Documents in Service Design

  5.2       Actions in Service Design

  5.3       Involved Organizational Units in Service Design

  5.4       Involved Roles in Service Design

  5.5       Involved IT Systems in Service Design

6      Responsibility Assignment Matrices (RACI)

  6.1       Responsibility Assignment Matrix Service Design Coordination

  6.2       Responsibility Assignment Matrix Service Level Management

  6.3       Responsibility Assignment Matrix Capacity Management

  6.4       Responsibility Assignment Matrix Availability Management

  6.5       Responsibility Assignment Matrix Risk Management

  6.6       Responsibility Assignment Matrix Security Management

  6.7       Responsibility Assignment Matrix Service Continuity Management

  6.8       Responsibility Assignment Matrix Supplier Management

  6.9       Responsibility Assignment Matrix Service Catalogue Management

7      Checklists for Service Design

  7.1       Checklist Change Request

  7.2       Checklist Incident Reporting

  7.3       Checklist Capacity Prognosis

  7.4       Checklist Capacity Planning

  7.5       Checklist Capacity Reporting

  7.6       Checklist Operational Level Agreement

  7.7       Checklist CSI Register

  7.8       Checklist Service Level Requirement

  7.9       Checklist Service Level Agreement

  7.10     Checklist Service Level Agreement Review

  7.11     Checklist Service Level Report

  7.12     Checklist Service Catalogue

  7.13     Checklist Service Portfolio

  7.14     Checklist Service Design Package

  7.15     Checklist Service Specification

  7.16     Checklist IT Risk Analysis

  7.17     Checklist IT Service Continuity Management Plan

  7.18     Checklist Disaster Practice Protocol

  7.19     Checklist Availability Improvement Planning

  7.20     Checklist Availability Reporting

  7.21     Checklist Underpinning Contract


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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

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  • Process designation

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  • 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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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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