Processes of Service Strategy according to ITIL® 2011 from practice for immediate implementation

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Dipl.-Ing. Walter Abel Management Consulting

.... Process Collection Service Strategy ....

  ITSM Process Sets        ITIL® Implementation Kits        Academic Initiative

 

21 multiply proven processes of Service Strategy according to ITIL® 2011 as immediately implementable process templates for instant download

 

Save a huge amount of costs and spending for external consulting of your ITSM implementation by using our detailed process descriptions like already more than 400 successful others too:

 


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ITIL® describes what to do, we demonstrate how to do ....

 

 

Click here for our free excerpt - ITIL® 2011 processes of Service Strategy

 

223 pages

 

21 process templates

6 interface diagrams

5 RACI - matrices

14 checklists

 

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

 

 


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Other ITSM process collections

 

Service Design

Service Transition

Service Operation

Continual Service Improvement

 

 

Implement the required processes of Service Strategy according to ITIL® with reduced investment in external consulting:

 

1      Content

2      The novelties within ITIL® V3 revision 2011

3      Service Lifecycle

4      Service Strategy

  4.1       Process Overview

  4.2       Interfaces of Service Strategy

  4.3       Processes within Service Strategy

    4.3.1        Business Relationship Management

      4.3.1.1         Interfaces of Business Relationship Management

      4.3.1.2         Customer Relations

      4.3.1.3         Identification of Service Requirements

      4.3.1.4         Contract Conclusion for IT Standard Services

      4.3.1.5         Customer Satisfaction Surveys

      4.3.1.6         Customer Feedback Management

      4.3.1.7         Monitoring of Customer Complaints

    4.3.2        Management of the IT Service Strategy

      4.3.2.1         Interfaces of the Management of the IT Service Strategy

      4.3.2.2         Strategic Assessment of IT Services

      4.3.2.3         Conception of IT Service Strategy

      4.3.2.4         Implementation of IT Service Strategy

    4.3.3        Service Portfolio Management

      4.3.3.1         Interfaces of Service Portfolio Management

      4.3.3.2         Preparation for Service Design

      4.3.3.3         Initiation of Service Design

      4.3.3.4         Review and Maintenance of the Service Portfolio

    4.3.4        Demand Management

      4.3.4.1         Interfaces of Demand Management

      4.3.4.2         Demand Prognosis

      4.3.4.3         Demand Control

    4.3.5        Financial Management

      4.3.5.1         Interfaces of Financial Management

      4.3.5.2         IT Financial Organization

      4.3.5.3         IT Budgeting

      4.3.5.4         IT Forecast

      4.3.5.5         IT Cost Monitoring

      4.3.5.6         IT Financial Organization

      4.3.5.7         IT Profitability Analysis

      4.3.5.8         IT Financial Reporting

5      Glossary

  5.1       Process documents in Service Strategy

  5.2       Involved Organizational Units in Service Strategy

  5.3       Involved Roles in Service Strategy

  5.4       Involved IT Systems in Service Strategy

6      Responsibility Assignment Matrices (RACI)

  6.1       Responsibility Assignment Matrix Business Relationship Management

  6.2       Responsibility Assignment Matrix Management of IT Service Strategy

  6.3       Responsibility Assignment Matrix Service Portfolio Management

  6.4       Responsibility Assignment Matrix Demand Management

  6.5       Responsibility Assignment Matrix Financial Management

7      Checklists for Service Strategy

  7.1       Checklist Change Request

  7.2       Checklist Incident Reporting

  7.3       Checklist Capacity Planning

  7.4       Checklist Capacity Reporting

  7.5       Checklist Operational Level Agreement

  7.6       Checklist Continual Service Improvement Register

  7.7       Checklist Service Level Agreement

  7.8       Checklist Service Level Reporting

  7.9       Checklist Service Catalogue

  7.10     Checklist Service Portfolio

  7.11     Checklist Service Design Package

  7.12     Checklist Availability Reporting

  7.13     Checklist Underpinning Contract

  7.14     Checklist Financial Analysis


 

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Our process collections are based upon the well known ITIL® 2011 Process Library from Dipl.-Ing. Walter Abel Management Consulting. It contains the processes of IT Service Management in the leading process management system Signavio Process Manager notated in BPMN 2.0 based upon nearly 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 ITIL® 2011 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 ITIL® - 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 2017-05-03_