Processes of Service Strategy according to ITIL® and ISO 20000 from practice for immediate implementation

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21 multiply proven processes of Service Strategy (according to ITIL® and ISO 20000) 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 1000 successful others too:


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ITIL® and ISO 20000 describe what to do, we demonstrate from the experience of more than 20 years of ITSM implementations how to do ....


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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


PDF - format


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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

Service Improvement


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


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Our 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 system Signavio Process Manager notated in BPMN 2.0 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's-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 2021-09-07_

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