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

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21 multiply proven processes of Service Strategy

 

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 ....

 

Don't reinvent the wheel - if you save even a few hours of your ITSM implementation, the purchase has already paid off!

 


 

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

223 pages

 

21 process templates

6 interface diagrams

5 RACI-matrices

14 checklists

 

PDF-format

english

 

€ 60.-

 

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

  

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Other ITSM process sets

 

Service Design

Service Transition

Service Operation

Service Improvement

Implement the required processes of Service Strategy (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 Strategy

  4.1       Process Overview

  4.2       Interfaces of Service Strategy

  4.3       Processes within Service Strategy

    4.3.1        Business Relationship Management

      4.3.1.1         Interfaces of Business Relationship Management

      4.3.1.2         Customer Relations

      4.3.1.3         Identification of Service Requirements

      4.3.1.4         Contract Conclusion for IT Standard Services

      4.3.1.5         Customer Satisfaction Surveys

      4.3.1.6         Customer Feedback Management

      4.3.1.7         Monitoring of Customer Complaints

    4.3.2        Management of the IT Service Strategy

      4.3.2.1         Interfaces of the Management of the IT Service Strategy

      4.3.2.2         Strategic Assessment of IT Services

      4.3.2.3         Conception of IT Service Strategy

      4.3.2.4         Implementation of IT Service Strategy

    4.3.3        Service Portfolio Management

      4.3.3.1         Interfaces of Service Portfolio Management

      4.3.3.2         Preparation for Service Design

      4.3.3.3         Initiation of Service Design

      4.3.3.4         Review and Maintenance of the Service Portfolio

    4.3.4        Demand Management

      4.3.4.1         Interfaces of Demand Management

      4.3.4.2         Demand Prognosis

      4.3.4.3         Demand Control

    4.3.5        Financial Management

      4.3.5.1         Interfaces of Financial Management

      4.3.5.2         IT Financial Organization

      4.3.5.3         IT Budgeting

      4.3.5.4         IT Forecast

      4.3.5.5         IT Cost Monitoring

      4.3.5.6         IT Financial Organization

      4.3.5.7         IT Profitability Analysis

      4.3.5.8         IT Financial Reporting

5      Glossary

  5.1       Process documents in Service Strategy

  5.2       Involved Organizational Units in Service Strategy

  5.3       Involved Roles in Service Strategy

  5.4       Involved IT Systems in Service Strategy

6      Responsibility Assignment Matrices (RACI)

  6.1       Responsibility Assignment Matrix Business Relationship Management

  6.2       Responsibility Assignment Matrix Management of IT Service Strategy

  6.3       Responsibility Assignment Matrix Service Portfolio Management

  6.4       Responsibility Assignment Matrix Demand Management

  6.5       Responsibility Assignment Matrix Financial Management

7      Checklists for Service Strategy

  7.1       Checklist Change Request

  7.2       Checklist Incident Reporting

  7.3       Checklist Capacity Planning

  7.4       Checklist Capacity Reporting

  7.5       Checklist Operational Level Agreement

  7.6       Checklist Continual Service Improvement Register

  7.7       Checklist Service Level Agreement

  7.8       Checklist Service Level Reporting

  7.9       Checklist Service Catalogue

  7.10     Checklist Service Portfolio

  7.11     Checklist Service Design Package

  7.12     Checklist Availability Reporting

  7.13     Checklist Underpinning Contract

  7.14     Checklist Financial Analysis


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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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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!

 

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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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