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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

24 multiply proven processes of Service Operation


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 Operation


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

283 pages


24 process templates

7 interface diagrams

6 RACI-matrices

21 checklists





€ 70.-


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


 Jetzt kaufen

Other 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


€ 280.-


Jetzt kaufen


Implement the required processes of Service Operation (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 Operation

  4.1       Process Overview

  4.2       Interfaces of Service Operation

  4.3       Processes within Service Operation

    4.3.1        Event Management        Interfaces of Event Management        Organization of Event Management        Event Monitoring        Event Tracking and Closure

    4.3.2        Incident Management        Interfaces of Incident Management        Organization of Incident Management        Incident Registration        Incident Resolution First Level        Incident Resolution Second Level        Incident Monitoring and Escalation        Major Incidents        Incident Tracking and Closure        User Information     Incident Reporting

    4.3.3        Problem Management        Interfaces of Problem Management        Problem Registration        Problem Resolution        Problem Tracking and Closure        Review of Major Problems        Problem Reporting

    4.3.4        Access Management        Interfaces of Access Management        Enlistment and Retirement        Management of User Profiles        User Permission Request

    4.3.5        Service Request        Interfaces of Service Request        Service Request        Backup Recovery

    4.3.6        Operations Control        Interfaces of Operations Control        IT Operations Management        Contingency Activities

5      Glossary

  5.1       Process Documents in Service Operation

  5.2       Involved Organizational Units in Service Operation

  5.3       Involved Roles in Service Operation

  5.4       Involved IT Systems in Service Operation

6      Responsibility Assignment Matrices (RACI)

  6.1       Responsibility Assignment Matrix Event Management

  6.2       Responsibility Assignment Matrix Incident Management

  6.3       Responsibility Assignment Matrix Problem Management

  6.4       Responsibility Assignment Matrix Access Management

  6.5       Responsibility Assignment Matrix Service Request

  6.6       Responsibility Assignment Matrix Operations Control

7      Checklists for Service Operation

  7.1       Checklist Request for Change

  7.2       Checklist Incident Record

  7.3       Checklist Initial Analysis Incident

  7.4       Checklist Incident Priority

  7.5       Checklist Incident Escalation

  7.6       Checklist Incident Reporting

  7.7       Checklist Capacity Reporting

  7.8       Checklist Operational Level Agreement

  7.9       Checklist Continual Service Improvement Register

  7.10     Checklist Service Level Requirement

  7.11     Checklist Service Level Agreement

  7.12     Checklist Service Level Report

  7.13     Checklist Service Catalogue

  7.14     Checklist Service Portfolio

  7.15     Checklist Service Design Package

  7.16     Checklist Service Specification

  7.17     Checklist Availability Reporting

  7.18     Checklist Underpinning Contract

  7.19     Checklist Problem Record

  7.20     Checklist Problem Priority

  7.21     Checklist Problem Closing

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.

You want more than know-how?
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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.

  © 2006 - 2023 Dipl.-Ing. Walter Abel Management Consulting

Last update 2023-11-08 

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