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IT Process Wiki - the ITIL® Wiki: This Wiki is about the IT Infrastructure Library ITIL® (ITIL 2011, ITIL V3 & V2), ISO 20000 and IT Service Management (ITSM). It is intended to promote more widespread use of Best Practices by IT professionals. [1]

IT Process Wiki is run and sponsored by IT Process Maps, creators of the ITIL Process Map. The ITIL Wiki was started in 2007; it is available in English, German: ITIL-Wiki auf Deutsch and Spanish: Wiki de ITIL en español.


What you will find here:

  • Introductory information on the IT Infrastructure Library (ITIL).
  • Reference material on ITIL, IT Service Management and ISO 20000.
  • Detailed guidance on ITIL and ITSM process management.
  • The most relevant news on ITIL and ITIL 2011: ITIL Wiki News


ITIL Wiki: Service DesignITIL Wiki: Service OperationITIL Wiki: Service TransitionITIL Wiki: CSIITIL Wiki: Service StrategyITIL Wiki: ITIL ProcessesITIL Wiki: ITIL ProcessesITIL Wiki
The ITIL Wiki: ITIL 2011 (ITIL V3 2011 Edition)
Click on a process for more details

ITIL Processes

The ITIL Wiki: All about ITIL 2011 (ITIL V3 2011 Edition)

The ITIL Wiki offers complete coverage of ITIL and the ITIL Service Lifecycle (see Fig. 1: ITIL Wiki).

Take a look at the following pages on the ITIL stages, including detailed descriptions of the ITIL processes and sub-processes, complete with their inputs and outputs, corresponding ITIL roles, and metrics (KPIs):


ITIL 2011

  • ITIL 2011 vs. ITIL V3 2007 - The main changes and differences between ITIL V3 2007 and ITIL 2011.


ITIL Templates


ITIL Roles


ITIL Glossary


ITIL Implementation


The ITIL Wiki: Contents

What is ITIL? ITIL Knowledge: Reference material on ITIL and IT Service Management
ITIL Processes Detailed ITIL process descriptions - ITIL V3 (ITIL 2011 / ITIL 2007) and ITIL V2. Process overviews in pdf format for download.
ITIL Glossary Navigable ITIL glossary offering direct access to all ITIL terms, ITIL process definitions and roles
ITIL 2011 vs. ITIL V3 2007 Comparison between ITIL 2011 and ITIL V3 2007 ("ITIL Version 3") - the main changes and differences
ITIL V3 vs. ITIL V2 Comparison between ITIL V3 and ITIL V2 - the main changes and differences
ITIL Templates & Checklists A comprehensive collection of ITIL checklists and ITIL templates
ITIL Roles Definitions of the ITIL roles and responsibilities
ITIL KPIs ITIL key performance indicators (KPI). A list of metrics for measuring ITIL process outcomes
ITIL Implementation ITIL Implementation in 10 Steps. Guidance on how to set up and carry out ITIL/ ITSM projects
ITIL Process Templates ITIL Implementation based on ITIL Templates
ISO 20000 ISO/IEC 20000 Certification for IT Organizations
Process Management ITIL Process Management techniques - implementing and retaining Best Practice principles
Project Management Essential also for your ITIL project: Basic knowledge, checklists and tips for Project Management
ITSM Events Public calendar of Service Management events throughout the world


The People behind the ITIL Wiki

IT Process Maps

Stefan Kempter: ITIL, YaSM and ISO 20000.
Stefan Kempter, IT Process Maps. Contact Stefan: @LinkedIn   @Google+
Andrea Kempter: ITIL, YaSM and ISO 20000.
Andrea Kempter, IT Process Maps. Contact Andrea: @LinkedIn  @Google+

IT Process Maps, founded in 2006 by Stefan Kempter and Andrea Kempter, specializes in the provision of reference process models ("process templates") for service providers based on time-tested best-practice recommendations.

Our well-founded know-how in the fields of IT management as well as process and project management stems from many years of experience as IT line managers and business consultants, working for leading businesses worldwide from a broad spectrum of industries. Our business is the provision of ready-to-use process templates and know-how to support you in your service management initiatives based on ITIL®, YaSM or ISO 20000.


ITIL Process Templates

Our ITIL reference model (the "ITIL® Process Map") on which this ITIL Wiki is based has successfully passed a thorough review by APMG, resulting in the awarding of the ITIL® Licensed Product logo.

The ITIL Process Map is a professional, complete and well-structured ITIL process model. We designed it

  • To give our customers an easy access into ITIL.
  • To enable them to take their ITIL or ISO/IEC 20000 initiative into their own hands, reducing the need for external consulting.



The ITIL® Process Map V3 2011 Edition covers the full ITIL 2011 service lifecycle. It is available as a complete process model for Microsoft Visio (ready for MS Visio 2016), for ARIS™ and for other widely used process management platforms.


New: The YaSM Service Management Framework

Our approach to presenting the ITIL concepts in the form of process diagrams and document templates has been well received and is used by hundreds of organizations world-wide. These organizations are generally in favor of service management best practice such as ITIL, but many also asked, "couldn't this be a bit less complex?".

It was this apparent need for something simpler which sparked the creation of YaSM, which stands for "Yet another Service Management Model".

The free YaSM Wiki offers a complete introduction to YaSM, our new, streamlined service management framework and provides examples on how YaSM can be applied to improve the delivery of services.



Lea-Cox & Associates

Trevor Lea-Cox,
Lea-Cox & Associates, UK

Lea-Cox & Associates (LCA) started out in 1998 as a consultancy focused on Service Management and Intangible Value Management.

LCA has deep experience in service management (SM) and its underlying dynamics, also of the architecture of business and in particular enterprise architecture tools and techniques. It provides expert assistance enabling its customers to plan, design, construct, implement and manage

  • An appropriate service management system.
  • The right business services for an organization.


ITIL Wiki: Wiki about the IT Infrastructure Library ITIL, IT Service Management ITSM and ISO/IEC 20000.

[1] ITIL® is a registered trade mark of AXELOS Limited. IT Infrastructure Library® is a registered trade mark of AXELOS Limited.
[2] YaSM® is a registered trade mark of IT Process Maps GbR.


By Stefan Kempter Author: Stefan Kempter, IT Process Maps GbR and Andrea Kempter Contributor: Andrea Kempter, IT Process Maps GbR, IT Process Maps.


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