ITIL Wiki News
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ITIL Template "Service Review Report"
Mon, 18 February 2013
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.
→ These are the typical contents of a Service Review Report: ...
IT Process Maps is now on Pinterest
Thu, 07 February 2013
We are now present on yet another social media platform: Pinterest is a social site that allows users to create virtual scrapbooks of their interests and likes. We've already created a few ITIL, IT Service Management and ISO 20000 boards for you to check out!
Take a look and visit us at: IT Process Maps on Pinterest.
ITSM Events: Public Calendar
Mon, 28 January 2013
Don't miss any ITSM event or conference: This public calendar shows the most important IT service management events world-wide. You can even subscribe with Google Calendar or access the calendar from your mobile phone.
→ Details: Service Management Events 2013
ITIL Functions and Processes - the Differences and Similarities
Tue, 22 January 2013
In various parts of the books, ITIL refers to "Functions" rather than "Processes". For instance, Incident Management is introduced as a process and Facilities Management as a function. So, what is the difference?
→ Details: ITIL Functions and Processes
ITIL 2011 Templates and Checklists
Sun, 13 January 2013
The most sought-after ITIL templates are available for you here in our ITIL Wiki. These ready-to-use templates and checklists are also a good starting point for designing ISO 20000 compliant documents and records.
As part of the ITIL Process Map, the "ITIL 2011 templates" were officially reviewed by APM Group to verify their alignment with the principles of Cabinet Office best practice guidance. They are thus officially ITIL® licensed.
→ Details: The most sought-after ITIL 2011 Templates
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.
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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.
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 ...
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+.
