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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 Strategy


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 Strategy according to ITIL® and ISO 20000

6 practices

24 detailed processes

Tenderable role descriptions

Prozess documents

All checklists


Unrestricted reading access development system

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all content can be downloaded,

German & English


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

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Other online ITSM process sets


Service Design

Service Transition

Service Operation

Service Improvement

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


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


1. Processes


1.1. Relationship Management (General Management Practice)

  • Relationship Management Practice - Overview

  • Detailed processes

    • Care for Costomer Relations

    • Demand Prognosis

    • Demand Control

    • Contract Conclusion for IT Standard Services

    • Customer Satisfaction Surveys

    • Customer Feedback Management

    • Monitoring of Customer Complaints

1.2. Strategy Management (General Management Practice)

  • Strategy Management Practice - Overview

  • Detailed processes

    • Assessment of IT Service Strategy

    • Conception of IT Service Strategy

    • Implementation of IT Service Strategy

1.3. Portfolio Management (General Management Practice)

  • Portfolio Management Practice - Overview

  • Detailed processes

    • Preparation for Service Design

    • Initiation of Service Design

    • Review and Maintenance of the Service Portfolio

1.4. Architecture Management (General Management Practice)

  • Architecture Management Practice - Overview

  • Detailed processes

    • Management of Enterprise Architecture

1.5. Service Financial Management (General Management Practice)

  • Service Financial Management Practice - Overview

  • Detailed processes

    • IT Financial Organization

    • IT Budgeting

    • IT Forecast

    • IT Cost Monitoring

    • Invoicing for IT Services

    • IT Profitability Analysis

    • IT Financial Reporting

1.6. Workforce and Talent Management (General Management Practice)

  • Workforce and Talent Management Practice - Overview

  • Detailed processes

    • Actualization of Qualification Requirements

    • Planning of Activities for Personnel Qualification

    • Monitoring of Activities for Personnel Qualification

2. Glossary


2.1. Process Documents in Service Strategy

2.2. Involved Organizational Units in Service Strategy

2.3. Involved Roles in Service Strategy

2.4. Involved IT Systems in Service Strategy


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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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 2024-02-11 

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