ITIL Wiki News
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2012 ITIL Year in Review
Sun, 29 December 2012
For us at IT Process Maps, the new ITIL version 2011 was the most important topic in 2012. A lot has happened during the last 12 months...
In our "Review of the Year 2012" you will find a summary of the most important news on ITIL 2011.
→ Details: 2012 ITIL Year in Review
The ITIL Glossary with the most important ITIL 2011 Glossary Terms
Sun, 16 December 2012
The navigable ITIL Glossary provides you with definitions for the most important and commonly used ITIL glossary terms and acronyms. Related contents of the ITIL Wiki, like ITIL process descriptions, role definitions and ITIL checklists can be reached via links.
The ITIL Glossary was created as part of the IT Process Wiki. It is online since 2007 and continuously updated. Currently it includes approximately 350 entries from the ITIL V3/ ITIL 2011 edition.
→ Details: ITIL 2011 Glossary Terms and Acronyms
Free Project Management Templates and Checklists
Sun, 09 December 2011
Essential also for your ITIL project: Basic knowledge, checklists and tips for Project Management.
These documents are designed to provide practical support for anyone assigned to do the actual "project work". However, they are also well suited for improving the organization and implementation of some of the day-to-day routine operations.
Change Management in ITIL 2011
Sat, 24 November 2011
Change Management, with its ten sub-processes, is still one of the most complex processes in ITIL.
A new sub-process "Assessment of Change Proposals" has been added in ITIL 2011. Change Proposals are typically submitted by Service Portfolio Management. The purpose of the assessment is to identify possible issues prior to the start of Service Design activities.
Major changes need to be evaluated prior to their authorization. Change Management now submits major Changes to the Change Evaluation process for a formal assessment. Once a Change is authorized and scheduled, detailed planning and deployment are handled by the Transition Planning and Support and Release Management processes.
Low-risk and well understood Minor Changes are typically implemented without the involvement of Release Management.
KPIs according to ITIL 2011
Wed, 14 November 2012
ITIL Key Performance Indicators (ITIL KPIs) are used to assess if the processes of an IT organization are running according to expectations. The suggested KPIs in our ITIL Wiki comply with the ITIL 2011 recommendations.
Best Practices at a Glance
Fri, 09 November 2012
How to get a thorough overview on successful Best Practices being implemented in industry, government and educational institutions?
The International Best Practice Institute (IBPI) provides information and free data on frequently referenced key standards and frameworks on IT management and related domains, such as IT Service Management, IT Governance, Enterprise Architecture, Project Management and Business Process Management. It links to sources of detailed information like guidance, qualification schemes, free whitepapers and templates. In addition, IBPI includes a number of widely used non-proprietary frameworks and certification schemes.
The IBPI web site is very helpful, as it facilitates research on Best Practices and makes it easy for you to see which standards could be relevant to your organization and how they interrelate.
The RACI Matrix - a powerful tool for managing responsibilities in ITIL processes
Thu, 11 October 2012
The ITIL Process Map uses a RASCI matrix to provide a summary of the ITIL roles and their levels of responsibility in the various ITIL processes.
RACI matrices are especially useful in clarifying roles and responsibilities in cross-functional processes. RASCI is an extended variant of the commonly known RACI model, which defines the participation of roles in different activities: R - Responsible, A - Accountable, S - Support, C - Consulted and I - Informed.
Our video is based on the Visio version of the ITIL Process Map where the RACI matrix comes in the form of an Excel table. This makes it easy to adapt the matrix to the specific needs of the organization.
New ITIL Template "Release Policy"
Thu, 13 September 2012
You spoke, we listened: a new and detailed Release Policy template is now available in our Wiki.
The Release Policy represents a set of rules for deploying releases into the live operational environment, defining different approaches for releases depending on their urgency and impact.
→ These are the typical contents of a Release Policy: ...
ITIL 2011 replaces Service Improvement Plan with CSI Register
Wed, 01 August 2012
A new term for an established concept: The CSI Register is used to record and manage improvement opportunities throughout their lifecycle. In ITIL V3 the "CSI Register" was referred to as the "Service Improvement Plan (SIP)".
10 Steps to implementing ITIL
Mon, 16 July 2012
What needs to be considered when planning an ITIL project? How can I assign the available resources in an economical way? Is there a tried and tested approach to implementing ITIL?
The "Implementation Guide in 10 Steps" provides valuable information on how to set up and carry out ITIL implementation projects or ISO 20000 initiatives.
Updated Template: Service Review Report
Wed, 11 July 2012
The Service Review Report is a document containing the results and findings from a Service Review. The report is an important input for the definition of CSI initiatives.
What are the contents of a Problem Record?
Sun, 24 June 2012
In ITIL, a "Problem" is defined as the cause of one or more Incidents. The Problem Record contains all details of a Problem, documenting the history of the Problem from detection to closure.
→ These are the typical contents of a Problem Record: ...
New: A Bridge between ITIL 2011 and the ISO 20000:2011 Standard
Wed, 13 June 2012
The ITIL® - ISO 20000 Bridge has been brought in line with the latest version of ISO 20000:2011. It is now available as an add-on to the ITIL® Process Map.
The new version of the ITIL® - ISO 20000 Bridge helps IT organizations and IT Service Providers to develop ITIL 20000 compliant processes and serves as a guideline during the preparation for the ISO-20000:2011 certification audit.
How to prioritize Incidents
Tue, 05 June 2012
What are important considerations when prioritizing Incidents? What Incidents should be treated as Major Incidents?
The Incident Prioritization Guideline describes rules which can be used for assigning priorities to Incidents, based on an assessment of the Incidents' urgency and impact. The guideline also contains criteria for classifying Incidents as Major Incidents.
Tue, 22 May 2012
ISO 20000 states requirements for service management processes but does not provide guidance for implementing them. Since the basic principles behind the ITIL framework and the ISO 20000 standard are very much in line, many ISO 20000 requirements can be fulfilled by introducing one or several ITIL processes.
→ Details: ISO 20000:2011 Sections and related ITIL 2011 Processes
What are the contents of an Incident Record?
Thu, 10 May 2012
An "Incident" is defined as an unplanned interruption or reduction in quality of an IT service. The details of an Incident and its complete history from registration to resolution are recorded in an Incident Record.
These are the typical contents of an Incident Record: ...
Adjustments to the "CMS CMDB" Template
Wed, 02 Mai 2012
The ITIL checklist CMS CMDB has been updated and enhanced.
It explains the concept of the Configuration Model and highlights which information is typically held in the Configuration Management System (CMS) or in Configuration Management Databases (CMDBs) to describe Configuration Items (CIs).
Request for Change (RFC) Template
Mon, 23 April 2012
The Request for Change (RFC) is formal request for the implementation of a Change. An RFC, specifying the details of the proposed Change, must be submitted to Change Management for every non-standard Change.
→ These are the most important contents of an RFC.
Now available: ITIL Process Map 2011
Sat, 14 April 2012
Following the publication of the 2011 edition of ITIL in July 2011, the ITIL Process Map has been adapted to the latest guidance. → Details ...
Updated Template: Underpinning Contract
Wed, 11 April 2012
The Underpinning Contract (UC) is a contract between an IT service provider and a third party. The third party provides supporting services that enable the service provider to deliver a service to a customer. Our template summarizes the most important contents of an Underpinning Contract.
Official ITIL Logo for the ITIL Process Map 2011 Edition
Sun, 25 March 2012
Good news! We have just learned that the 2011 edition of our ITIL® Process Map and the new version of the ITIL® - ISO 20000 Bridge (compatible with ISO 20000:2011) have successfully passed the review by APM Group Ltd. This means our products will continue to display the prestigious "ITIL® Licensed Product" logo! The ITIL® Process Map is thus the first independently assessed process model for ITIL 2011 on the market. → Details ...
Thank you very much for your positive feedback during the last months of development!
We now look forward to making the new version of our ITIL process model available by the end of next week.
Contents of the Capacity Plan
Wed, 21 March 2012
A Capacity Plan is used to manage the resources required to deliver IT services. The plan contains scenarios for different predictions of business demand, and costed options to deliver the agreed service level targets.
→ All relevant details are contained in our Capacity Plan template.
Updated Template: Service Design Package
Sun, 18 March 2012
The Service Design Package (SDP) builds upon the Service Level Requirements.
It defines how the requirements are actually fulfilled from a technical and organizational point of view and details all information required in order to develop the service solution.
How to write a Service Level Agreement?
Sun, 11 March 2012
A Service Level Agreement is an agreement between an IT service provider and a customer. It focuses on the definition of requirements from a customer viewpoint.
→ This guideline will help you to draw up Service Level Agreements.
ITIL Financial Analysis
Tue, 06 March 2012
The Financial Analysis is an important input to Service Portfolio Management. It contains information on the costs for providing services and provides insight into the profitability of services and customers.
→ The following points should be considered as part of the ITIL Financial Analysis.
Service Portfolio Template
Sat, 03 March 2012
Are you looking for a Service Portfolio template? Our checklist will help get you started.
The Service Portfolio represents a complete list of the services managed by the service provider. It contains present contractual commitments, new service development, and retired services.
→ These are the most important contents of a Service Portfolio.
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IT Process Maps on Google Plus
Thu, 19 January 2012
IT Process Maps is now on Google+, where we'll keep you updated about new posts and any other news relevant to ITIL, ISO 20000, ITIL process management and the latest news on our ITIL Wiki.
Please add us to your circles: IT Process Maps on Google+.
