ITIL Service Operation

Processes outside the ITIL Processes outside IT Service ITIL Processes outside Processes outside the
IT Organization Service Operation Management Service Operation IT Organization
+

Customer Customer
Process Process

Request Access
Fulfilment Management
External
+ + Supplier Process

Service Strategy Event Incident Service Strategy

Management Management
+ +
+ +

Service Design Problem Service Design

Management
+ +
+
Facilities
Management
Service Service
Transition + Transition
+ +
IT Operations
Control
Continual Continual
Service + Service
Improvement Improvement
+ +

Application Technical
Management Management
+ +

The ITIL® Process Map V3 2011 Edition:
The ITIL Process Model as a basis for your ITIL or ISO 20000 initiative.
complete - consistent - fully adaptable to your IT organization`s needs.
In Microsoft Visio™, ARIS™ and other leading process management platforms.
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