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<itpmch><title>IT Process Wiki - The ITIL® Wiki | IT Process Maps</title> | <itpmch><title>IT Process Wiki - The ITIL® Wiki | IT Process Maps</title> | ||
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<meta name="description" content="IT Process Wiki: | <meta name="description" content="IT Process Wiki - the ITIL® Wiki: This Wiki is about the IT Infrastructure Library ITIL® (ITIL 4, ITIL V3 & V2) and IT Service Management (ITSM)." /> | ||
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==ITIL Wiki== | ==ITIL Wiki== | ||
<html>IT Process Wiki - the ITIL<sup><small>®</small></sup> Wiki: <span id="md-webpage-description" itemprop="description"><b style="color:#003366;">This Wiki is about the IT Infrastructure Library ITIL<sup><small>®</small></sup> (ITIL 4 | <html>IT Process Wiki - the ITIL<sup><small>®</small></sup> Wiki: <span id="md-webpage-description" itemprop="description"><b style="color:#003366;">This Wiki is about the IT Infrastructure Library ITIL<sup><small>®</small></sup> (ITIL 4, ITIL V3 & V2) and IT Service Management (ITSM)</b>.</span> <a href="/index.php/Main_Page#ITIL" title="Main Page">[<b>1</b>]</a> | ||
<p>IT Process Wiki is run and sponsored by IT Process Maps, creators of the <a class="external text" href="https://en.it-processmaps.com/products/itil-process-map.html">ITIL Process Map</a> | <p>The <a href="https://wiki.en.it-processmaps.com" title="ITIL-Wiki: All about the IT Infrastructure Library ITIL, IT Service Management and ITIL Process Management">IT Process Wiki</a> is run and sponsored by IT Process Maps, creators of the <a class="external text" href="https://en.it-processmaps.com/products/itil-process-map.html" title="ITIL Process Map - the ITIL process model">ITIL Process Map</a> and the streamlined <a class="external text" href="https://yasm.com/wiki/en/index.php/Main_Page" title="YaSM Service Management Wiki: Main page">YaSM service management model</a>. It was first launched in 2007 and is available in English, German: <a class="external text" href="https://wiki.de.it-processmaps.com/index.php/Hauptseite" title="Wiki ITIL (Deutsch)">ITIL-Wiki auf Deutsch</a> and Spanish: <a class="external text" href="https://wiki.es.it-processmaps.com/index.php/Portada" title="El Wiki de ITIL (en español)">Wiki de ITIL en español</a>.</p> | ||
<p> | <p>The contents of the ITIL Wiki include:</p> | ||
<ul> | <ul> | ||
<li><span id="md-webpage-educationalUse-1" itemprop="educationalUse">Introductory information | <li><span id="md-webpage-educationalUse-1" itemprop="educationalUse">Introductory information about ITIL (IT Infrastructure Library).</span></li> | ||
<li><span id="md-webpage-educationalUse-2" itemprop="educationalUse">Reference material on ITIL and IT service management.</span></li> | <li><span id="md-webpage-educationalUse-2" itemprop="educationalUse">Reference material on ITIL and IT service management.</span></li> | ||
<li><span id="md-webpage-educationalUse-3" itemprop="educationalUse">Detailed guidance on ITSM and ITIL process management.</span></li> | <li><span id="md-webpage-educationalUse-3" itemprop="educationalUse">Detailed guidance on ITSM and ITIL process management.</span></li> | ||
<li> | <li><a href="/index.php/ITIL_Wiki_News" title="ITIL Wiki News">News about ITIL and service management</a></li> | ||
<li>Overview: <a href="/index.php/Main_Page#ITIL-Wiki-contents" title="ITIL Wiki contents">All topics</a>.</li> | <li>Overview: <a href="/index.php/Main_Page#ITIL-Wiki-contents" title="ITIL Wiki contents">All topics</a>.</li> | ||
</ul> | </ul> | ||
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==About ITIL== | ==About ITIL== | ||
ITIL describes best practices for the effective and efficient provision of IT services. ITIL was | ITIL describes best practices for the effective and efficient provision of IT services. ITIL was first initiated in the 1980's when the IT services provided to the British government did not meet expectations, and a method had to be found to achieve better quality at lower costs. | ||
Today, ITIL is the most widely accepted approach to providing IT services. In our [[History of ITIL|history of ITIL]] you can read more about how the framework has evolved over the years into | Today, ITIL is the most widely accepted approach to providing IT services. In our [[History of ITIL|history of ITIL]] you can read more about how the framework has evolved over the years into [[ITIL 2011]] and the most recent [[ITIL 4|version of ITIL 4]]. | ||
<html>There is also a growing trend towards "<a class="external text" href="https://yasm.com/wiki/en/index.php/Enterprise_Service_Management_(ESM)_and_YaSM" title="What is Enterprise Service Management?">enterprise service management (ESM)</a>" - shorthand for applying the ITIL approach beyond its traditional use in IT.</html> | <html>There is also a growing trend towards "<a class="external text" href="https://yasm.com/wiki/en/index.php/Enterprise_Service_Management_(ESM)_and_YaSM" title="What is Enterprise Service Management?">enterprise service management (ESM)</a>" - shorthand for applying the ITIL approach beyond its traditional use in IT.</html> | ||
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<h3 style="color:#003366; padding-top: 10px; font-size: 110%;">The ideas behind ITIL</h3> | <h3 style="color:#003366; padding-top: 10px; font-size: 110%;">The ideas behind ITIL</h3> | ||
If you are new to ITIL and service management, we recommend that you first understand the [[Basic Ideas behind ITIL|key principles behind ITIL]]. | If you are new to ITIL and service management, we recommend that you first seek to understand the [[Basic Ideas behind ITIL|key principles behind ITIL]]. | ||
<html>Our video series about the "simple principles of good service management" on the <a class="external text" href="https://yasm.com/en/" title="YaSM Service Management | Home">YaSM site</a> explains these principles in plain language and is perfect to get started. In the first video, we discuss how <a class="external text" href="https://yasm.com/en/videos/customer-service-management-yasm" title="Video: The customer is king">customer focus is the key to success</a>.</html> | |||
<p> </p> | <p> </p> | ||
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<imagemap> | <imagemap> | ||
Image:Wiki-ITIL-V3.jpg|right|250px|thumb|alt=ITIL: The ITIL Service Lifecycle and the ITIL processes|The [[ITIL Processes|ITIL Service Lifecycle]] | Image:Wiki-ITIL-V3.jpg|right|250px|thumb|alt=ITIL: The ITIL Service Lifecycle and the ITIL processes|The [[ITIL Processes|ITIL Service Lifecycle]]. - Click on a process for more details! | ||
poly 318 | poly 318 446 426 325 571 277 693 290 778 328 817 366 835 511 728 463 674 422 624 406 580 407 534 417 463 474 431 426 [[ITIL Service Design|ITIL Wiki: Service Design]] | ||
poly 377 | poly 377 483 396 609 384 658 399 712 425 750 472 801 559 851 514 906 543 949 443 928 348 869 299 801 264 718 255 634 265 572 [[ITIL Service Operation|ITIL Wiki: Service Operation]] | ||
poly 812 | poly 812 588 881 586 889 479 935 563 943 678 896 807 831 885 722 939 590 904 684 810 745 783 779 749 808 710 815 658 [[ITIL Service Transition|ITIL Wiki: Service Transition]] | ||
poly 824 | poly 824 321 948 511 973 677 901 853 783 950 638 998 459 970 301 853 228 620 295 408 445 279 617 248 741 278 884 246 794 191 407 189 273 287 157 440 118 619 160 809 299 995 477 1086 660 1102 810 1058 968 929 1059 746 1065 495 945 293 894 252 753 282 [[ITIL CSI - Continual Service Improvement|ITIL Wiki: CSI]] | ||
poly 610 | poly 610 539 653 559 687 612 674 670 616 707 557 699 522 654 529 578 575 542 546 455 487 485 438 571 424 669 451 734 515 782 620 799 714 763 767 691 777 580 740 507 658 451 592 446 553 453 577 541 [[ITIL Service Strategy|ITIL Wiki: Service Strategy]] | ||
poly 0 | poly 0 0 1200 0 1200 1200 0 1200 [[ITIL Processes|ITIL Wiki: ITIL Processes]] | ||
desc none | desc none | ||
</imagemap> | </imagemap> | ||
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<html>At the top level, ITIL is organized around the <a href="https://wiki.en.it-processmaps.com/images/4/40/Wiki-ITIL-V3.jpg" class="internal" title="ITIL and the ITIL Service Lifecycle">"ITIL Service Lifecycle" (see Fig. 1)</a>, and each of the five service lifecycle stages consists of several processes. The idea is that service providers check, on a regular basis, if their services are delivered according to expectations, and take corrective action if necessary.</html> | <html>At the top level, ITIL is organized around the <a href="https://wiki.en.it-processmaps.com/images/4/40/Wiki-ITIL-V3.jpg" class="internal" title="ITIL and the ITIL Service Lifecycle">"ITIL Service Lifecycle" (see Fig. 1)</a>, and each of the five service lifecycle stages consists of several processes. The idea is that service providers check, on a regular basis, if their services are delivered according to expectations, and take corrective action if necessary.</html> | ||
The ITIL Service Lifecycle and the ITIL processes are modelled upon | The ITIL Service Lifecycle and the ITIL processes are modelled upon the time-tested "Plan-Do-Check-Act" or "PDCA" cycle that was made popular by Edwards Deming (see article in Wikipedia: [https://en.wikipedia.org/wiki/PDCA PDCA]). | ||
This ITIL Wiki provides descriptions of all [[ITIL Processes|ITIL service lifecycle stages]], including detailed information about the [[ITIL Processes|ITIL processes]] and sub-processes, complete with their inputs and outputs, corresponding ITIL roles, as well as process metrics (KPIs): | |||
* [[ITIL Service Strategy|Service Strategy]] | * [[ITIL Service Strategy|Service Strategy]] | ||
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* [[ITIL Service Operation|Service Operation]] | * [[ITIL Service Operation|Service Operation]] | ||
* [[ITIL CSI - Continual Service Improvement|Continual Service Improvement]] | * [[ITIL CSI - Continual Service Improvement|Continual Service Improvement]] | ||
<p> </p> | <p> </p> | ||
==[[ITIL Glossary]]== | ==[[ITIL Glossary]]== | ||
The [[ITIL Glossary]] in this Wiki | The [[ITIL Glossary]] in this Wiki defines the [[ITIL_Glossary#ITIL_Glossary_A-Z|key terms and acronyms used in ITIL® and IT Service Management (ITSM)]]. | ||
Many terms in the ITIL glossary contain links to related ITIL Wiki content, such as pages about [[ITIL Processes|ITIL processes]], [[ITIL Roles|role definitions]] and [[ITIL-Checklists|ITIL templates and checklists]]. | |||
<p> </p> | <p> </p> | ||
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The [[ITIL-Checklists|free ITIL templates and checklists]] contained in the ITIL Wiki extend the definitions from the [[ITIL Glossary]]. | The [[ITIL-Checklists|free ITIL templates and checklists]] contained in the ITIL Wiki extend the definitions from the [[ITIL Glossary]]. | ||
Many ITIL terms relate to documents or records | Many ITIL terms relate to documents or records created in the [[ITIL Processes|ITIL processes]], and ITIL describes in quite a bit of detail what information should be contained in these documents and records. For example, in the Incident Management process we create Incident Records, and ITIL contains specific recommendations for the information that should be contained in such records. | ||
With this guidance we have prepared a collection of checklists and document templates that you can use to get started with ITIL documents and records. | |||
<html>These <a href="/index.php/ITIL-Checklists#ITIL_2011_Templates" title="Free ITIL templates">checklists and templates</a> were created as part of the <a class="external text" href="https://en.it-processmaps.com/products/itil-process-map.html" title="The ITIL Process Map">ITIL Process Map</a> - our officially reviewed process model for ITIL.</html> | |||
<p> </p> | <p> </p> | ||
==[[ITIL Roles|ITIL Roles]]== | ==[[ITIL Roles|ITIL Roles]]== | ||
ITIL defines responsibilities through roles, where a role is | ITIL defines responsibilities through roles, where a role is "a set of responsibilities, activities and authorities granted to a person or team". | ||
Here in the ITIL Wiki you can find a complete list of [[ITIL Roles|ITIL roles]] with their definitions, including RACI matrices (responsibility matrices) for each ITIL process (see example: the [[Incident_Management#RACI-Matrix-Incident-Management|RACI matrix for Incident Management]]). | |||
<p> </p> | <p> </p> | ||
==[[ITIL Implementation]]== | ==[[ITIL Implementation]]== | ||
How to adopt ITIL in practice | How to adopt ITIL in practice? ITIL implementation projects are characterized by a typical course of action, and the page about [[ITIL Implementation|implementing ITIL]] provides advice for your ITIL initiative. | ||
This advice includes | This advice includes the [[ITIL_Implementation#ITIL_Implementation_in_10_Steps|ITIL Implementation Guide in 10 Steps]] with detailed instructions on how to set up and carry out ITIL implementation projects, which can serve as a guideline for a wide range of ITIL initiatives. | ||
For a quick overview, please check out the [[ITIL Implementation/_Infographic|infographic about ITIL implementations]]. | For a quick overview, please check out the [[ITIL Implementation/_Infographic|infographic about ITIL implementations]]. | ||
<p> </p> | <p> </p> | ||
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|- | |- | ||
|style="width: 25%; vertical-align:top" |[[History of ITIL|What is ITIL?]] | |style="width: 25%; vertical-align:top" |[[History of ITIL|What is ITIL?]] | ||
|How ITIL | |How ITIL has evolved to become the de-facto standard for IT service management. | ||
|- | |- | ||
|style="vertical-align:top" |[[ITIL Processes]] | |style="vertical-align:top" |[[ITIL Processes]] | ||
|Detailed ITIL process descriptions | |Detailed ITIL process descriptions. Process overviews in pdf format for download. | ||
|- | |- | ||
|style="vertical-align:top" |[[ITIL Glossary]] | |style="vertical-align:top" |[[ITIL Glossary]] | ||
| | |Definitions of ITIL terms. | ||
|- | |- | ||
|style="vertical-align:top" |[[ITIL 4|ITIL 4]] | |style="vertical-align:top" |[[ITIL 4|ITIL 4]] | ||
|ITIL 4 was officially launched in February 2019 | |ITIL 4 was officially launched in February 2019. | ||
|- | |- | ||
|style="vertical-align:top" |[https://yasm.com/wiki/en/index.php/ITIL_4_vs_ITIL_V3 ITIL 4 vs. ITIL V3] | |style="vertical-align:top" |[https://yasm.com/wiki/en/index.php/ITIL_4_vs_ITIL_V3 ITIL 4 vs. ITIL V3] | ||
|'' | |''In the YaSM Service Management Wiki:'' [https://yasm.com/wiki/en/index.php/ITIL_4_vs_ITIL_V3 Detailed mapping between ITIL 4 and ITIL V3 (ITIL 2011)]. | ||
|- | |- | ||
|style="vertical-align:top" |[[ITIL-Checklists|ITIL Templates]] | |style="vertical-align:top" |[[ITIL-Checklists|ITIL Templates]] | ||
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|- | |- | ||
|style="border-bottom:1px solid grey; vertical-align:top" |[https://yasm.com/wiki/en/index.php/ISO_20000_-_2018 ISO 20000:2018] | |style="border-bottom:1px solid grey; vertical-align:top" |[https://yasm.com/wiki/en/index.php/ISO_20000_-_2018 ISO 20000:2018] | ||
|style="border-bottom:1px solid grey;" |'' | |style="border-bottom:1px solid grey;" |''In the YaSM Service Management Wiki:'' [https://yasm.com/wiki/en/index.php/ISO_20000_-_2018 The new version of ISO 20000:2018] | ||
|- | |- | ||
|style="border-bottom:1px solid grey; vertical-align:top" |[[Project Management]] | |style="border-bottom:1px solid grey; vertical-align:top" |[[Project Management]] | ||
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|- | |- | ||
|style="border-bottom:1px solid grey; vertical-align:top" |[[ITIL Wiki News]] | |style="border-bottom:1px solid grey; vertical-align:top" |[[ITIL Wiki News]] | ||
|style="border-bottom:1px solid grey;" |The latest news ITIL, ITSM and ESM. | |style="border-bottom:1px solid grey;" |The latest news about ITIL, ITSM and ESM. | ||
|- | |- | ||
|style="vertical-align:top" |[[Service Management Events|ITSM Events]] | |style="vertical-align:top" |[[Service Management Events|ITSM Events]] | ||
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|- | |- | ||
|style="vertical-align:top" | [[Additional Information on ITIL|More on ITIL and ITSM]] | |style="vertical-align:top" | [[Additional Information on ITIL|More on ITIL and ITSM]] | ||
|style="vertical-align:top" | Additional Information | |style="vertical-align:top" | Additional Information about ITIL - Publications and ITIL / ITSM links. | ||
|} | |} | ||
<p> </p> | <p> </p> | ||
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<p><a class="external text" href="https://en.it-processmaps.com/">IT Process Maps</a>, founded in 2006 by <a href="/index.php/User:Stefan" title="User:Stefan">Stefan Kempter</a> and <a href="/index.php/User:Andrea" title="User:Andrea">Dr. Andrea Kempter</a>, specializes in the provision of <i>reference process models ("process templates")</i> for service providers based on time-tested best-practice recommendations.</p> | <p><a class="external text" href="https://en.it-processmaps.com/">IT Process Maps</a>, founded in 2006 by <a href="/index.php/User:Stefan" title="User:Stefan">Stefan Kempter</a> and <a href="/index.php/User:Andrea" title="User:Andrea">Dr. Andrea Kempter</a>, specializes in the provision of <i>reference process models ("process templates")</i> for service providers based on time-tested best-practice recommendations.</p> | ||
<p>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<sup><small>®</small></sup>, <a class="external text" href="https://yasm.com/en/" title="YaSM | The Service Management Model">YaSM<sup><small>®</small></sup> or ISO/IEC 20000</a>.</html> | |||
<p>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<sup><small>®</small></sup>, YaSM<sup><small>®</small></sup> or ISO/IEC 20000.</html> | |||
<p> </p> | <p> </p> | ||
<h3 style="color:#003366; padding-top: 10px; font-size: 110%; clear:both;">ITIL Process Templates</h3> | <h3 style="color:#003366; padding-top: 10px; font-size: 110%; clear:both;">ITIL Process Templates</h3> | ||
<html><span id="md-webpage-award" itemprop="award"> | <html><span id="md-webpage-award" itemprop="award">This ITIL Wiki is based on content from our process model for ITIL: The <a href="https://en.it-processmaps.com/products/itil-process-map.html" title="ITIL Process Map">ITIL<sup><small>®</small></sup> Process Map</a> has successfully passed a review by AXELOS and is provided as an officially licensed product under the <i>ITIL<sup><small>®</small></sup> Licensed Product</i> scheme.</span></p> | ||
<p | |||
<p>The | <p>The <a class="external text" href="https://en.it-processmaps.com/products/itil-process-map.html" title="ITIL process templates - the ITIL Process Map">ITIL Process Map</a> is a "translation" of ITIL into legible, easy-to-read process diagrams and document templates. It is used by hundreds of organizations world-wide who realized that defining their processes is much easier and faster if they start with a complete set of templates.</p> | ||
<p>The ITIL<sup><small>®</small></sup> Process Map covers the full ITIL service lifecycle. It is available as a <a class="external text" href="https://en.it-processmaps.com/products/itil-process-map-visio.html" title="ITIL Process Map for Visio">process model for Microsoft Visio</a>, <a class="external text" href="https://en.it-processmaps.com/products/itil-process-map-aris.html" title="ITIL reference process model for the ARIS Process Platform">ARIS™</a> and other process management platforms.</p> | |||
<p> </p> | <p> </p> | ||
<h3 style="color:#003366; padding-top: 10px; font-size: 110%; clear:both;"> | <h3 style="color:#003366; padding-top: 10px; font-size: 110%; clear:both;">YaSM: A fresh process model for ITIL 4, VeriSM, ISO 20000, ...</h3> | ||
<p> | <p><a href="/index.php/ITIL_4" title="What is ITIL 4?">ITIL 4</a> is no longer prescriptive about processes and gives organizations more freedom to define tailor-made processes. ITIL 4 also strongly promotes simple and practical ways of working.</p> | ||
<p>This presents an opportunity for a fresh start with leaner, less difficult ITIL processes:</p> | |||
<p> | <p>Our <a class="external text" href="https://yasm.com/en/products/yasm-process-map" title="The YaSM Process Map - the service management process model">YaSM process model</a> describes streamlined service management processes and provides a complete set of process and document templates. <a class="external text" href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL" title="Comparison: YaSM service management and ITIL 4">The YaSM model is in tune with ITIL 4</a> - and with other service management frameworks and standards such as ISO 20000, VeriSM™, SIAM® and FitSM.</p> | ||
<p> | <div class="thumb tright"><div class="thumbinner" style="width:330px; background:#ffffff;"><a href="https://yasm.com/wiki/en/index.php/Main_Page" title="The YaSM Wiki: Service Management (ITSM, ESM, BSM) and ISO 20000"><img style="margin:5px 5px 5px 5px; float:right;" src="/images/8/85/Service-management-model-wiki.jpg" width="320" height="160" title="YaSM Service Management Wiki: Service-Management and ISO 20000" alt="YaSM Service Management Wiki - the new, streamlined process model for service management and ISO 20000 (ISO/IEC 20000 2018)." /></a> <div class="thumbcaption"><a class="external text" href="https://yasm.com/wiki/de/index.php/Hauptseite" title="YaSM Service Management Wiki: Service-Management (ITSM, ESM, BSM) and ISO 20000">The YaSM Service Management Wiki</a></div></div></div> | ||
<p>For a complete introduction to YaSM and the YaSM process model, please check out the free <a class="external text" href="https://yasm.com/wiki/en/index.php/Main_Page" title="YaSM Service Management Wiki">YaSM Service Management Wiki</a>.</p> | |||
< | <h5 style="color:#003366; padding-top: 10px;">Featured content from the YaSM Wiki:</h5> | ||
<ul><li><a class="external text" href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title="Service Management Processes">Detailed descriptions of the YaSM service management processes</a>.</li> | <ul><li><a class="external text" href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title="Service Management Processes">Detailed descriptions of the YaSM service management processes</a>.</li> | ||
<li><a class="external text" href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL" title="YaSM vs. ITIL: Comparison">YaSM and ITIL® | <li><a class="external text" href="https://yasm.com/wiki/en/index.php/YaSM_and_ITIL" title="YaSM vs. ITIL (ITIL 4): Comparison">YaSM and ITIL® (ITIL 4)</a></li> | ||
<li><a class="external text" href="https://yasm.com/wiki/en/index.php/ | <li><a class="external text" href="https://yasm.com/wiki/en/index.php/ITIL_4_vs_ITIL_V3" title="Comparison: ITIL 3 and the new edition of ITIL 4">Comparison: ITIL 4 and ITIL V3</a></li> | ||
<li>The new version of ISO 20000: | <li><a class="external text" href="https://yasm.com/wiki/en/index.php/YaSM_and_ISO_20000" title="YaSM and ISO/IEC 20000">YaSM and ISO 20000</a></li> | ||
<li>The new version of ISO 20000 2018: <a class="external text" href="https://yasm.com/wiki/de/index.php/ISO_20000_-_2018" title="ISO 20000:2018 ('ISO 20000 version 2018')">Changes between ISO 20000:2018 and the earlier 2011 edition</a>.</li></ul></html> | |||
<p> </p> | <p> </p> | ||
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* An appropriate service management system. | * An appropriate service management system. | ||
* The right business services for an organization. | * The right business services for an organization. | ||
<br style="clear:both;"/> | <br style="clear:both;"/> | ||
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<meta itemprop="position" content="1" /></span> › | <meta itemprop="position" content="1" /></span> › | ||
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Revision as of 11:54, 11 June 2019
ITIL Wiki
IT Process Wiki - the ITIL® Wiki: This Wiki is about the IT Infrastructure Library ITIL® (ITIL 4, ITIL V3 & V2) and IT Service Management (ITSM). [1]
The IT Process Wiki is run and sponsored by IT Process Maps, creators of the ITIL Process Map and the streamlined YaSM service management model. It was first launched in 2007 and is available in English, German: ITIL-Wiki auf Deutsch and Spanish: Wiki de ITIL en español.
The contents of the ITIL Wiki include:
- Introductory information about ITIL (IT Infrastructure Library).
- Reference material on ITIL and IT service management.
- Detailed guidance on ITSM and ITIL process management.
- News about ITIL and service management
- Overview: All topics.
Latest news:
- FAQs - The latest edition of ITIL 4
- In our YaSM Service Management Wiki: Detailed mapping between ITIL V3 (ITIL 2011) and ITIL 4
About ITIL
ITIL describes best practices for the effective and efficient provision of IT services. ITIL was first initiated in the 1980's when the IT services provided to the British government did not meet expectations, and a method had to be found to achieve better quality at lower costs.
Today, ITIL is the most widely accepted approach to providing IT services. In our history of ITIL you can read more about how the framework has evolved over the years into ITIL 2011 and the most recent version of ITIL 4.
There is also a growing trend towards "enterprise service management (ESM)" - shorthand for applying the ITIL approach beyond its traditional use in IT.
Organizations that wish to demonstrate the quality of their IT service management processes can get certified against ISO 20000.
The ideas behind ITIL
If you are new to ITIL and service management, we recommend that you first seek to understand the key principles behind ITIL.
Our video series about the "simple principles of good service management" on the YaSM site explains these principles in plain language and is perfect to get started. In the first video, we discuss how customer focus is the key to success.
ITIL Processes
At the top level, ITIL is organized around the "ITIL Service Lifecycle" (see Fig. 1), and each of the five service lifecycle stages consists of several processes. The idea is that service providers check, on a regular basis, if their services are delivered according to expectations, and take corrective action if necessary.
The ITIL Service Lifecycle and the ITIL processes are modelled upon the time-tested "Plan-Do-Check-Act" or "PDCA" cycle that was made popular by Edwards Deming (see article in Wikipedia: PDCA).
This ITIL Wiki provides descriptions of all ITIL service lifecycle stages, including detailed information about the ITIL processes and sub-processes, complete with their inputs and outputs, corresponding ITIL roles, as well as process metrics (KPIs):
ITIL Glossary
The ITIL Glossary in this Wiki defines the key terms and acronyms used in ITIL® and IT Service Management (ITSM).
Many terms in the ITIL glossary contain links to related ITIL Wiki content, such as pages about ITIL processes, role definitions and ITIL templates and checklists.
ITIL Templates
The free ITIL templates and checklists contained in the ITIL Wiki extend the definitions from the ITIL Glossary.
Many ITIL terms relate to documents or records created in the ITIL processes, and ITIL describes in quite a bit of detail what information should be contained in these documents and records. For example, in the Incident Management process we create Incident Records, and ITIL contains specific recommendations for the information that should be contained in such records.
With this guidance we have prepared a collection of checklists and document templates that you can use to get started with ITIL documents and records.
These checklists and templates were created as part of the ITIL Process Map - our officially reviewed process model for ITIL.
ITIL Roles
ITIL defines responsibilities through roles, where a role is "a set of responsibilities, activities and authorities granted to a person or team".
Here in the ITIL Wiki you can find a complete list of ITIL roles with their definitions, including RACI matrices (responsibility matrices) for each ITIL process (see example: the RACI matrix for Incident Management).
ITIL Implementation
How to adopt ITIL in practice? ITIL implementation projects are characterized by a typical course of action, and the page about implementing ITIL provides advice for your ITIL initiative.
This advice includes the ITIL Implementation Guide in 10 Steps with detailed instructions on how to set up and carry out ITIL implementation projects, which can serve as a guideline for a wide range of ITIL initiatives.
For a quick overview, please check out the infographic about ITIL implementations.
The ITIL Wiki: Contents
ITIL knowledge: Reference material on ITIL and IT service management.
| What is ITIL? | How ITIL has evolved to become the de-facto standard for IT service management. |
| ITIL Processes | Detailed ITIL process descriptions. Process overviews in pdf format for download. |
| ITIL Glossary | Definitions of ITIL terms. |
| ITIL 4 | ITIL 4 was officially launched in February 2019. |
| ITIL 4 vs. ITIL V3 | In the YaSM Service Management Wiki: Detailed mapping between ITIL 4 and ITIL V3 (ITIL 2011). |
| ITIL Templates | 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 20000 and ITIL. |
| ISO 20000:2018 | In the YaSM Service Management Wiki: The new version of ISO 20000:2018 |
| Project Management | Essential also for your ITIL project: Basic knowledge, checklists and tips for project management. |
| ITIL Wiki News | The latest news about ITIL, ITSM and ESM. |
| ITSM Events | Public calendar of service management events throughout the world. |
| More on ITIL and ITSM | Additional Information about ITIL - Publications and ITIL / ITSM links. |
IT Process Maps
The People behind the ITIL Wiki
Stefan Kempter, IT Process Maps: @LinkedIn
Andrea Kempter, IT Process Maps: @LinkedIn
IT Process Maps, founded in 2006 by Stefan Kempter and Dr. Andrea Kempter, specializes in the provision of reference process models ("process templates") for service providers based on time-tested best-practice recommendations.
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/IEC 20000.
ITIL Process Templates
This ITIL Wiki is based on content from our process model for ITIL: The ITIL® Process Map has successfully passed a review by AXELOS and is provided as an officially licensed product under the ITIL® Licensed Product scheme.
The ITIL Process Map is a "translation" of ITIL into legible, easy-to-read process diagrams and document templates. It is used by hundreds of organizations world-wide who realized that defining their processes is much easier and faster if they start with a complete set of templates.
The ITIL® Process Map covers the full ITIL service lifecycle. It is available as a process model for Microsoft Visio, ARIS™ and other process management platforms.
YaSM: A fresh process model for ITIL 4, VeriSM, ISO 20000, ...
ITIL 4 is no longer prescriptive about processes and gives organizations more freedom to define tailor-made processes. ITIL 4 also strongly promotes simple and practical ways of working.
This presents an opportunity for a fresh start with leaner, less difficult ITIL processes:
Our YaSM process model describes streamlined service management processes and provides a complete set of process and document templates. The YaSM model is in tune with ITIL 4 - and with other service management frameworks and standards such as ISO 20000, VeriSM™, SIAM® and FitSM.
For a complete introduction to YaSM and the YaSM process model, please check out the free YaSM Service Management Wiki.
Featured content from the YaSM Wiki:
- Detailed descriptions of the YaSM service management processes.
- YaSM and ITIL® (ITIL 4)
- Comparison: ITIL 4 and ITIL V3
- YaSM and ISO 20000
- The new version of ISO 20000 2018: Changes between ISO 20000:2018 and the earlier 2011 edition.
Lea-Cox & Associates
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.
Notes
Trademarks:
[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.
Authors:
By: Stefan Kempter 
and Andrea Kempter , IT Process Maps.
ITIL Processes › ITIL 4 › ITIL Templates › ITIL Roles › ITIL Glossary › ITIL Implementation
