ITIL Wiki News
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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
How to implement ITIL -- ITIL Self Assessment
Mon, 08 April 2013
An analysis of the current situation should precede any process reorganization; this will make it possible to decide which current processes may be left unchanged and where, on the other hand, there is an especially urgent need for action.
→ Implementing ITIL: Analysis of As-Is Processes - ITIL Self Assessment
How to implement ITIL -- Selection of ITIL Roles
Thu, 21 March 2013
At the beginning of any ITIL or ISO 20000 initiative it is important to nominate the individuals who will be in charge of running the new ITIL processes. This means it must be determined which "ITIL roles" are necessary and to whom those roles are assigned:
→ Implementing ITIL: Selection of ITIL Roles and Role Owners
How to implement ITIL -- Definition of the IT Service Structure
Sat, 16 March 2013
Any ITIL initiative should start by looking at services. After all, the whole idea behind introducing ITIL is to achieve a stronger focus on services.
The best way to get a clear picture on IT services is to develop a service structure, comprising both business and supporting services.
→ Implementing ITIL: Definition of the IT Service 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
How to implement ITIL -- Project Preparation
Fri, 01 March 2013
We are often asked what is important when setting up and carrying out ITIL implementation projects.
In our view, organizations that wish to implement ITIL should put a few prererequisites in place right at the beginning, to ensure that the ITIL principles are adopted in the long term.
→ Implementing ITIL: Project Preparation
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+.
