ITIL Implementation - Process Structure

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DE - ES - ITIL To-Be Process Structure

Step 5: Definition of the To-Be Process Structure

Following the analysis of the initial situation, it can be decided in more detail where the ITIL project will put its focus. In practice this means to determine which ITIL processes are to be introduced, resulting in in a structured process breakdown.

 

Objective of this Project Step

• Determination of the Service Management processes which are to be introduced
• Breakdown of processes into sub-processes

 

Description

Figure 1: Selection of Relevant ITIL Processes from the Reference Process Structure

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 "Service Asset 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.

ITIL process templates (e.g. the ITIL Process Map V3) can be used to support this step because they contain a generic process structure.

 

Prerequisites

• 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.

 

Figure 2: Overview diagram, depicting ITIL process interdependencies

Relevant Views of the ITIL Process Map V3

The ITIL Process Map V3 contains a complete ITIL-compliant process structure, arranged in a hierarchical way (see Figure 1). This generic process structure can be used in many cases with only minor changes.

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

 

Following Project Activity:

→ ITIL Implementation - Step 6: Definition of Process Interfaces