ITIL Implementation - Process Structure

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Definition of the To-Be Process Structure. ITIL implementation, step 5.
Infographic: Definition of the to-be process structure. - ITIL implementation, step 5.
Step 5: Definition of the To-Be Process Structure


The conclusions drawn from the analysis of the current situation provide the basis for developing the to-be process structure.

As a first step, a list should be drawn up with the processes and sub-processes which are to be introduced or improved, resulting in a structured process breakdown.


  • Determination of the service management processes which are to be introduced
  • Breakdown of processes into sub-processes


ITIL Process Structure
Fig. 1: Selection of relevant ITIL processes from the ITIL reference process structure (.pdf)

The ITIL processes to be introduced often result in a direct way from the project objectives:

If the project serves the objective of enhancing user support, the Incident Management process is to be established or improved. Because of their close links with Incident Management, the Problem Management and Configuration Management processes should also be included in the project scope.

The aim of this project step is primarily to choose the ITIL processes and sub-processes. The to-be process structure does not contain detailed process descriptions - these are developed at a later stage.

The ITIL Process Map contains a generic process structure so it can be used to support this step.


  • Results of the as-is process assessment
  • Project objectives ("What is the motivation for introducing ITIL best practice?").

Results/ Deliverables

  • Structured breakdown of the ITIL processes to be introduced

Success factors

  • The definition of the process structure should not try to anticipate later project steps; the aim of this step is to identify the processes and sub-processes to be introduced, not to specify processes in great detail.

Relevant views of the ITIL Process Map

ITIL overview diagram
Fig. 2: Overview diagram, depicting ITIL process interdependencies

The ITIL Process Map contains a hierarchical structure of ITIL processes - see fig. 1: Reference process structure (.pdf). This generic process structure can be used as a starting point.

Process overviews (see fig. 2) depict the process interdependencies and help to choose an adequate to-be process structure.

Video: Navigating the ITIL process model

Recommended ways of navigating the contents of our ITIL process model - the ITIL® Process Map.

Watch the video: Navigating the ITIL process model (5:40 min.)


Following project activity

→ ITIL Implementation - Step 6: Definition of Process Interfaces


By:  Andrea Kempter , IT Process Maps.


Objectives  › Description  › Prerequisites  › Results/ Deliverables  › Success Factors