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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

21 multiply proven processes of Service Strategy


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 Strategy


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

223 pages


21 process templates

6 interface diagrams

5 RACI-matrices

14 checklists





€ 60.-


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


Jetzt kaufen

Other ITSM process sets


Service Design

Service Transition

Service Operation

Service Improvement

Saving hint ITSM-Bundle:


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


€ 280.-


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Implement the required processes of Service Strategy (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 Strategy

  4.1       Process Overview

  4.2       Interfaces of Service Strategy

  4.3       Processes within Service Strategy

    4.3.1        Business Relationship Management         Interfaces of Business Relationship Management         Customer Relations         Identification of Service Requirements         Contract Conclusion for IT Standard Services         Customer Satisfaction Surveys         Customer Feedback Management         Monitoring of Customer Complaints

    4.3.2        Management of the IT Service Strategy         Interfaces of the Management of the IT Service Strategy         Strategic Assessment of IT Services         Conception of IT Service Strategy         Implementation of IT Service Strategy

    4.3.3        Service Portfolio Management         Interfaces of Service Portfolio Management         Preparation for Service Design         Initiation of Service Design         Review and Maintenance of the Service Portfolio

    4.3.4        Demand Management         Interfaces of Demand Management         Demand Prognosis         Demand Control

    4.3.5        Financial Management         Interfaces of Financial Management         IT Financial Organization         IT Budgeting         IT Forecast         IT Cost Monitoring         IT Financial Organization         IT Profitability Analysis         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

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.

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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 and update to the new release (due to the new ITIL® 4)!

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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