Processes of Service Operation according to ITIL® 2011 from practice for immediate implementation

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Dipl.-Ing. Walter Abel Management Consulting

.... Process Collection Service Operation ....

  ITSM Process Sets        ITIL® Implementation Kits        Academic Initiative


24 multiply proven processes of Service Operation according to ITIL® 2011 as immediately implementable process templates for instant download


Save a huge amount of costs and spending for external consulting of your ITSM implementation by using our detailed process descriptions like already more than 400 successful others too:


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ITIL® describes what to do, we demonstrate how to do ....


Click here for our free excerpt - ITIL® 2011 processes of Service Operation


283 pages


24 process templates

7 interface diagrams

6 RACI - matrices

21 checklists


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Other ITSM process collections


Service Strategy

Service Design

Service Transition

Continual Service Improvement


Implement the required processes of Service Operation according to ITIL® with reduced investment in external consulting:


1      Content

2      The novelties within ITIL® V3 revision 2011

3      Service Lifecycle

4      Service Operation

  4.1       Process Overview

  4.2       Interfaces of Service Operation

  4.3       Processes within Service Operation

    4.3.1        Event Management        Interfaces of Event Management        Organization of Event Management        Event Monitoring        Event Tracking and Closure

    4.3.2        Incident Management        Interfaces of Incident Management        Organization of Incident Management        Incident Registration        Incident Resolution First Level        Incident Resolution Second Level        Incident Monitoring and Escalation        Major Incidents        Incident Tracking and Closure        User Information     Incident Reporting

    4.3.3        Problem Management        Interfaces of Problem Management        Problem Registration        Problem Resolution        Problem Tracking and Closure        Review of Major Problems        Problem Reporting

    4.3.4        Access Management        Interfaces of Access Management        Enlistment and Retirement        Management of User Profiles        User Permission Request

    4.3.5        Service Request        Interfaces of Service Request        Service Request        Backup Recovery

    4.3.6        Operations Control        Interfaces of Operations Control        IT Operations Management        Contingency Activities

5      Glossary

  5.1       Process Documents in Service Operation

  5.2       Involved Organizational Units in Service Operation

  5.3       Involved Roles in Service Operation

  5.4       Involved IT Systems in Service Operation

6      Responsibility Assignment Matrices (RACI)

  6.1       Responsibility Assignment Matrix Event Management

  6.2       Responsibility Assignment Matrix Incident Management

  6.3       Responsibility Assignment Matrix Problem Management

  6.4       Responsibility Assignment Matrix Access Management

  6.5       Responsibility Assignment Matrix Service Request

  6.6       Responsibility Assignment Matrix Operations Control

7      Checklists for Service Operation

  7.1       Checklist Request for Change

  7.2       Checklist Incident Record

  7.3       Checklist Initial Analysis Incident

  7.4       Checklist Incident Priority

  7.5       Checklist Incident Escalation

  7.6       Checklist Incident Reporting

  7.7       Checklist Capacity Reporting

  7.8       Checklist Operational Level Agreement

  7.9       Checklist Continual Service Improvement Register

  7.10     Checklist Service Level Requirement

  7.11     Checklist Service Level Agreement

  7.12     Checklist Service Level Report

  7.13     Checklist Service Catalogue

  7.14     Checklist Service Portfolio

  7.15     Checklist Service Design Package

  7.16     Checklist Service Specification

  7.17     Checklist Availability Reporting

  7.18     Checklist Underpinning Contract

  7.19     Checklist Problem Record

  7.20     Checklist Problem Priority

  7.21     Checklist Problem Closing


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Our process collections are based upon the well known ITIL® 2011 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 nearly 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 ITIL® 2011 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 ITIL® - 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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_© 2006 - 2018 Dipl.-Ing. Walter Abel Management Consulting

Last update 2018-11-25_