Processes of Service Design according to ITIL® and ISO 20000 from practice for immediate implementation

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.... process set Service Design ....

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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


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


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412 pages


35 process templates

10 interface diagrams

9 RACI - matrices

21 checklists


PDF - format


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


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Other ITSM process collections


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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        Interfaces of Service Design Coordination        Organization of Service Design Coordination        Planning of Service Designs        Monitoring of Service Designs        Technical and organizational Service Design        Review des Service Designs

    4.3.2        Service Level Management        Interfaces of Service Level Management        Organization of Service Level Management        Service Level Requirement        Service Level Agreement        Service Approval        Service Level Review and Reporting

    4.3.3        Capacity Management        Interfaces of Capacity Management        Capacity Prognosis        Monitoring of Capacity        Capacity Reporting

    4.3.4        Availability Management        Interfaces of Availability Management        Monitoring of Availability        Availability Test        Availability Reporting

    4.3.5        Risk Management        Interfaces of Risk Management        Risk Analysis from Business Perspective        Risk Analysis from IT Perspective        Risk Prevention Activities        Risk Monitoring and Reporting

    4.3.6        Security Management        Interfaces of Security Management        Implementation of Security Controls        Validation of IT Security        Security Relevant Ocurrences        Security Review and Reporting

    4.3.7        Service Continuity Management        Interfaces of Service Continuity Management        Contingency Planning        Disaster Practice        IT Service Continuity Management Review and Reporting

    4.3.8        Supplier Management        Interfaces of Supplier Management        Organization of Supplier Management        Supplier Evaluation        Creation of Supplier Contracts        Requirement Request        Supplier Selection        Management of the Lifecycle of Supplier Contracts        Supplier Review and Reporting

    4.3.9        Service Catalogue Management        Interfaces of Service Catalogue Management        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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Our 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 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 2021-09-07_

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