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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

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 ....


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


The ebook presents the processes according to the status ITIL® 2011. Due to the maintenance effort, the process templates from ITIL® 4 are only available permanently current in the online version.


Here you may find the permanently current online-version according to ITIL® 4.

ITSM Processes of Service Design


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





€ 100.-


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


Jetzt kaufen

Other ITSM process sets


Service Strategy

Service Transition

Service Operation

Service Improvement

Saving hint ITSM-Bundle:


Complete package (all 5 process collections) with 20% price advantage


€ 280.-


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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

Our most superb feedback:


I’m thrilled with what I have purchased. It has been incredibly useful. Your work is fantastic. Thank you for your contribution.

(T. Evers, Humana Insurance, USA)

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

All Prices excluding VAT (means VAT will be added during purchasing process as applicable according to local legislation), with the transaction you explicitly agree to the

Business Terms of the ITSM Portal.

Charging is executed by secure transaction via Digistore24.


Immediately after the transaction you will be provided a printable, tax deductible invoice via Digistore24 and transferred to the download page automatically.

All our ITSM templates are supplied with a 60 day money back guarantee.

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The process model of ITSM in BPMN 2.0   Our consulting support for ITSM

Proceed here in case you are prepared to start your own implementation with editable best in class process templates


Proceed here in case you need external support for an efficient and fast ITSM implementation

Download our whitepaper ITSM in practice

Free access to our ITSM archive!

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!

Visit our ITSM Archive!

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Please also visit our other portals for process-oriented management solutions:


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.

ITIL® is registered trademark of AXELOS Limited.

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Last update 2023-11-08 

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