ITIL Wiki News
Get the latest news and to stay informed about important changes and updates to our ITIL Wiki:
The YaSM Service Management Framework - New Blog
Sun, 31 August 2014
We are very excited about reaching this big milestone: Getting there meant several years of hard work, but now we are able to present a shiny new service management framework with lots of fresh ideas:
YaSM provides guidance (best practices) for organizations in the business of delivering services.
The first post in the YaSM Blog marks the launch of YaSM.
→ Read it now: Why 'Yet another Service Management Model'?
ITIL 2011 Key Performance Indicators
Sun, 24 August 2014
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 and were enhanced with elements from COBIT®.
→ Details: ITIL Key Performance Indicators
ITIL Roles and Responsibilities
Sun, 17 August 2014
Roles are used in ITIL to assign responsibilities in the various ITIL processes.
The following definitions of the ITIL roles describe the roles' main characteristics according to ITIL 2011.
→ Details: ITIL Roles
New LinkedIn Showcase Page on ITIL and the ITIL Process Map
Sun, 06 April 2014
LinkedIn's "Products & Services" tab will soon be removed from all LinkedIn company pages, to be replaced by "Showcase Pages". So today we switched over and launched a brand-new showcase page on ITIL and the ITIL Process Map.
If you are also on LinkedIn, please check it out - we hope you like it!
→ LinkedIn showcase page "ITIL Process Map"
Are you Searching for a Capacity Plan Template?
Tue, 14 January 2014
If you're looking for a Capacity Plan template you should take a look at this article first:
A Capacity Plan is used to manage the resources required to deliver IT services. The plan contains scenarios for different predictions of business demand ("Business Scenarios"), and costed options to deliver the agreed service level targets.
→ Details: The Capacity Plan
What are the contents of an Incident Record?
Thu, 12 September 2013
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: ...
Infographic ITIL Implementation - A Project Guide in 10 Steps
Mon, 01 July 2013
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 infographic is based on our "ITIL implementation guide" which provides you with valuable information on how to set up and carry out ITIL projects, ITSM projects or ISO20000 initiatives:
→ Infographic ITIL Implementation
How to implement ITIL -- ITIL Process Implementation and Training
Thu, 27 June 2013
Finally, IT staff receives thorough training in order to be able to apply the new processes in practice. There might be additional training measures at different levels: ...
→ Implementing ITIL: Process Implementation and Training
Enhanced ITIL Glossary with the most popular terms in ITIL and IT Service Management
Mon, 17 June 2013
We are happy to introduce an enhanced and restructured ITIL Glossary with the most commonly searched ITIL and ITSM phrases.
Currently, the revised glossary provides access to about 400 glossary entries on the IT Infrastructure Library and it includes various items which cannot be found that easily in any other source.
We also gave the glossary a new structure so that searching and browsing through ITIL terms and explanations is now easier than before.
→ Details: ITIL Glossary
How to implement ITIL -- Application Systems
Wed, 05 June 2013
If new or changed application systems are needed in order to support the ITIL processes, these must first be procured or developed and implemented.
It is important to take into account functional as well as non-functional aspects when specifying the IT Service Management system requirements ...
And this is what needs to be done:
→ Implementing ITIL: Selection and Implementation of Application Systems
Now in the new channel layout: The ITIL Process Map on YouTube
Sun, 19 May 2013
Our YouTube channel now presents itself in the recently introduced new and more clearly laid-out design:
The videos present all important facts about the structure, contents and usage of the ITIL Process Map and the ITIL - ISO 20000 Bridge.
Examples from the most widely known ITIL processes - like Service Operation and Incident Management - explain how the ITIL process models, checklists and the RACI matrix can be used in practice to support your ITIL initiative.
We look forward to welcoming you on YouTube!
→ YouTube Channel: ITIL Process Map
How to implement ITIL -- Process Design
Wed, 15 May 2013
Determining the sequences of activities within each ITIL process (defining the "ITIL process flows") is bound to require considerable effort. This makes it important to concentrate on the areas which really matter to your organization.
→ Implementing ITIL: Designing the ITIL Processes in Detail
How to implement ITIL -- Establishing Process Control
Sat, 04 May 2013
Process Owners use objective quality criteria (quality measurements, also known as Key Performance Indicators or KPIs) to assess whether their processes are running "well".
This puts them in a position to decide upon the need for process improvements.
→ Implementing ITIL: Establishing ITIL Process Control
How to implement ITIL -- Definition of ITIL Process Interfaces
Tue, 23 April 2013
Just how great the importance of process interfaces is for the design of optimal work procedures frequently becomes apparent during the analysis of as-is Processes:
Weaknesses in processes often occur at those points where one process ends and another one begins...
→ Implementing ITIL: Definition of ITIL Process Interfaces
How to implement ITIL -- To-Be Process Structure
Tue, 16 April 2013
Following the analysis of the initial situation, it can be decided in more detail where the ITIL initiative will put its focus.
In practice this means to determine which ITIL processes are to be introduced, resulting in a structured process breakdown ("To-Be Process Structure").
→ Implementing ITIL: Definition of the To-Be Process Structure
ITIL Process Map also for MS Visio™ 2013
Wed, 06 March 2013
As you may have noticed, Microsoft has recently published the latest edition of Visio™ 2013. The ITIL Process Map 2011 Edition can be used with this new version of Visio™.
The Visio™ add-in included in the ITIL Process Map (the "ITIL Repository Feature") had to be updated to be compatible with Visio™ 2013.
If you are an existing customer, you may receive the latest version of the ITIL Visio™ add-in, including an updated user manual, free of charge.
→ Details: ITIL Visio add-in for MS Visio™ 2013 | Recommendations and free update
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: ITIL Process Map - IT Process Maps on Google+.
