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ITSMprocesses.COM - Your portal for ITSM processes and tools Dipl.-Ing. Walter Abel Management Consulting

.... ITSM process set .... 

 Process Templates        ITSM Process Library        Implementation Kits        Rolle Descriptions        Academic Initiative

39 multiply proven processes of Service Design


according to ITIL® 4 and ISO 20000


as permanently current, immediately implementable process templates with instant access

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 Design according to ITIL® and ISO 20000

11 practices

39 detailed processes

Tenderable role descriptions

Prozess documents

All checklists


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

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Other online ITSM process sets


Service Strategy

Service Transition

Service Operation

Service Improvement

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Implement the required processes with the online-process set of Service Design (according to ITIL® and ISO 20000) with reduced investment in external consulting:


1. Processes


1.1. Information Security Management (General Management Practice)

  • Information Security Practice - Overview

  • Detailed processes

    • Implementation of Security Controls

    • Validation of IT Security

    • Security Relevant Occurrences

    • Security Review and Reporting

1.2. Risk Management (General Management Practice)

  • Risk Management Practice - Overview

  • Detailed processes

    • Risk Analysis from Business Perspective

    • Risk Analysis from IT Perspective

    • Risk Evaluation

    • Risk Prevention Activities

    • Risk Monitoring and Reporting

1.3. Organizational Change Management (General Management Practice)

  • Organizational Change Management Practice - Overview

  • Detailed processes

    • Organizational Change Management

1.4. Supplier Management (General Management Practice)

  • Supplier Management Practice - Overview

  • Detailed processes

    • Organization of Supplier Management

    • Supplier Evaluation

    • Setup of Supplier Contracts

    • Requirement Request

    • Supplier Selection

    • Life-Cycle Management of Supplier Contracts

    • Supplier Review and Reporting

1.5. Business Analysis (Service Management Practice)

  • Business Analysis Practice - Overview

  • Detailed processes

    • Business Analysis

    • Management of User Profiles

1.6. Service Design (Service Management Practice)

  • Service Design Practice - Overview

  • Detailed processes

    • Organization of Service Design

    • Planning of Service Design

    • Monitoring of Service Design

    • Technical and organizational Service Design

    • Review of Service Design

1.7. Service Level Management (Service Management Practice)

  • Service Level Management Practice - Overview

  • Detailed processes

    • Organization of Service Level Management

    • Service Level Requirement

    • Service Level Agreement

    • Service Approval

    • Service Level Review and Reporting

1.8. Availability Management (Service Management Practice)

  • Availability Management Practice - Overview

  • Detailed processes

    • Planning and Monitoring of Availability

    • Availability Testing

    • Availability Reporting

1.9. Capacity- and Performance Management (Service Management Practice)

  • Capacity- and Performance Management Practice - Overview

  • Detailed processes

    • Capacity Prognosis

    • Monitoring of Capacity and Performance

    • Capacity and Performance Reporting

1.10. Service Catalogue Management (Service Management Practice)

  • Service Catalogue Management Practice - Overview

  • Detailed processes

    • Service Catalogue Management

1.11. Service Continuity Management (Service Management Practice)

  • Service Continuity Management Practice - Overview

  • Detailed processes

    • Contingency Planning

    • Disaster Practice

    • Service Continuity Management Review and Reporting

2. Glossary


2.1. Process Documents in Service Design

2.2. Involved Organizational Units in Service Design

2.3. Involved Roles in Service Design

2.4. Involved IT Systems in Service Design


3. All checklists


4. Supporting Material


4.1. General IT Process Landscape

4.2. IT Service Lifecycle according to ITIL® 4 and ITIL® 2011

4.3. Service Value System according to ITIL® 4

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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 Management in the leading process management systems SAP Signavio Process Manager, Software AG ARIS notated in BPMN 2.0, respective as BPMN 2.0 XML for compatible systems, 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 2024-02-11 

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