Home        Imprint        Business Terms/Data Protection        FAQ        ITSM Wiki

Our further Tool-Portals

Zur deutschen Version wechseln

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

24 multiply proven processes of Service Operation


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 Operation according to ITIL® and ISO 20000

6 practices

25 detailed processes

Tenderable role descriptions

Prozess documents

All checklists


Unrestricted reading access development system

(guaranteed for one year*),

all content can be downloaded,

German & English


€ 85.-


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

   Jetzt kaufen

 * Due to the terms and conditions of Digistore24 we are not allowed to announce a guarantee for a longer period of access, but it will remain after that one year.

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


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


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

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)

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 Digistore24.

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.

You want more than know-how?
Support your success with our best in class tools and consulting!
Stop unessential spending and start towards a goal oriented implementation!


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

Become an affiliate!

Would you like to participate in our success? Become an affiliate and place our ITSM products on your website! Simply click on the button above, register and earn 25% commission!

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.

  © 2006 - 2024 Dipl.-Ing. Walter Abel Management Consulting

Last update 2024-02-11 

Except as expressly indicated, Digistore24 does not endorse and is not affiliated with any third party product, service, statement, or opinion.
2019 © Digistore24 Inc. and/or its licensors. Review legal terms of use [Here] and privacy policy [Here]. Contact us [Here]