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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        Rolle Descriptions        Academic Initiative
 

Internationally proven processes of Service Operation

 

according to ITIL® 4 and ISO 20000

 

as permanently current, immediately implementable process templates with instant access


 

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

6 practices,

25 detailed processes,

Tenderable role descriptions,

Process documents,

Checklists

 

Unrestricted reading access to the respective part of the ITSM Process Library,

all content can be downloaded,

German & English

 

€ 85.-

 

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

   Jetzt kaufen


Other online ITSM process sets

 

Service Strategy

Service Design

Service Transition

Service Improvement


Saving hint ITSM-Bundle:

 

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

 

€ 348.-

 

Jetzt kaufen


Download our whitepaper ITSM in practice

 

Implement the required processes with the online-process set of Service Operation with reduced investment in external consulting thus saving time and money

 

What the online-process set comprises:

 

1. Processes

 

1.1. Monitoring and Event Management (Service Management Practice)

  • Monitoring and Event Management Practice - Overview

  • Detailed processes

    • Organization of Monitoring and Event Management

    • Event Monitoring

    • Event Tracking and Closure

1.2. Service Desk (Service Management Practice)

  • Service Desk Practice - Overview

  • Detailed processes

    • Incident- and Request Registration

    • First Level Support

1.3. Incident Management (Service Management Practice)

  • Incident Management Practice - Overview

  • Detailed processes

    • Organization of Incident Management

    • Incident Troubleshooting Second Level

    • Incident Monitoring and Escalation

    • Major Incidents

    • Incident Tracking and Closure

    • User Information

    • Incident Reporting

1.4. Problem Management (Service Management Practice)

  • Problem Management Practice - Overview

  • Detailed processes

    • Problem Registration

    • Problem Solution

    • Problem Tracking and Closure

    • Review of Major Problems

    • Problem Reporting

1.5. Service Request Management (Service Management Practice)

  • Service Request Management Practice - Overview

  • Detailed processes

    • Service Request

    • Backup Recovery Request

    • Enlistment and Retirement

    • User Permission Request

1.6. Infrastructure- and Platform Management (Technical Management Practice)

  • Infrastructure- and Platform Management Practice - Overview

  • Detailed processes

    • Definition of IT Technology Portfolio

    • Management of IT Technology Portfolio

    • IT Operations Management

    • Contingency Activities

2. Glossary

 

2.1. Process Documents in Service Operation

2.2. Involved Organizational Units in Service Operation

2.3. Involved Roles in Service Operation

2.4. Involved IT Systems in Service Operation

 

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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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

 

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

TQM-Portal

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 2024-07-23 

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