PROCESS MAP BASED ON ITIL

Perspective, Positions, Plans, Patterns

Service Portfolio
Management

Demand
Management

Business Impact
Analysis

Patterns of Business Activity

IT Service
Continuity
Management

Availability
Management

Data

Planning
& Coordination

Service Validation
& Testing
Release & Deployment
Management

RfC

Test Report

Release Policy

Change Policy

Change Evaluation

Change
Management

New/Changed Service

Standard Change

Data

Support &
Fulfilment
Service
Request
Incident

Service
Desk

Incident

Access
Management

Incident
Management

Known Error
Incident
Data

Problem
Management
Incidents

Known
Error

Problem

Event
Management

Request
Fulfilment

Event

Request
Service Request

SERVICE OPERATION

User

Report

Access

Data

RfC

Control

Service Asset &

Configuration
Management

Evaluation
Report

Knowledge
Management

SERVICE TRANSITION

Transition Planning & Support

SLA

Customer

Security Policy

Supplier
Management

ITIL is a Registered Trade Mark of AXELOS Limited. Copyright SERVIEW GmbH.

SDP

Capacity
Management

*Provide resources and capabilities for the entire lifecycle

Information Security
Management

Service Catalogue
Management

IT Operations
Management

Service Level
Management

Specification
& Coordination

Technical
Management

Design Coordination

Application
Management

Service
Charter

Resources & Capabilities

Portfolio, Opportunities, Outcomes

Service
Packages

Resources & Capabilities

Cost Models

SERVICE DESIGN

Financial
Management

UC

Business Relationship
Management

Strategic
Partnership

Business Continuity
Management

Supplier
+ Provider

Strategy Management for IT Services

Provider
Strategy

SERVICE STRATEGY

Management

Business Processes

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