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Processes outside
IT Service Management
Processes outside
IT Service Management
Processes outside
the IT Organisation
Incident Record
Problem Record
Support Knowledge
Base
Customer Process
User Request
Complaints and
Suggestions
IT Planning and
Organisation
Incident Management
Report
Data for CMDB
Update
IT Strategy
Problem
Management
Security Advisories
IT Planning and
Organisation
Incident Management
Report
Known Error
Workaround
The objective of Problem Management
is to resolve the root cause of Incidents,
and to prevent the recurrence of
Incidents related to these errors. It
provides Incident Management with
Temporary Fixes (Workarounds) and
Permanent Solutions to Known Errors.
Proactive Problem Management
identifies and resolves Problems before
Incidents occur, for example by
analysing trends in IT Service Usage or
by investigating historic Incidents.
Planned Service
Downtimes
Notification from
System Monitoring
Suggestion f. Support
Knowledge Base
Info on Incidents w/
Security Relevance
Problem
Management Report
Forward Schedule of
Changes (FSC)
Organisations that
Change Record
Forward Schedule of
Changes (FSC)
Planned Service
Downtimes
Notification from
System Monitoring
Release Plan
Forward Schedule of
Changes (FSC)
Config Management
Database (CMDB)
Definitive Software
Library (DSL)
Release Plan
Release
Management
Application
Management
Problem
Management Report
Release Components
Forward Schedule of
Changes (FSC)
Configuration
Management
Target Groups
Release Plan
Change
Management
IT Security
Management
Incident Management
Report
Release Components
ICT Infrastructure
Management
Release Components
Forward Schedule of
Changes (FSC)
Problem Record
Application
Management
Incident Record
Security/ Emergency
Procedures
IT Security
Management
Release Plan
Data for CMDB
Update
Definitive Software
Library (DSL)
ICT Infrastructure
Management
ISO 20000
Problem
Management Report
Detailed Schedule for
Release Rollout
Our products are also directed at consulting companies, offering their clients an efficient and successful
ITIL implementation.
About IT Process Maps
From our long-standing experience as IT managers
and management consultants we dispose of a solid
Budget Release
Incident Management
Report
Budget Plan
Problem
Management Report
general.
Forward Schedule of
Changes (FSC)
Capacity Report
Projected Service
Availability (PSA)
Capacity Plan
Config Management
Database (CMDB)
Availability Report
Availability
Improvement Plan
Budget Request
partner.
Service Level
Agreement (SLA)
More Information
At www.it-processmaps.com you can learn more
about us and the ways the ITIL Process Map can be
Service Level
Management
Service Level
Requirements (SLR)
Planning Data on
Client-Side
Process and Data
Criticality
IT Planning and
Organisation
Customer Process
Service Delivery
Budget Request
Customer Process
applied.
Service Level
Agreement (SLA)
Service Level
Agreement (SLA)
IT Service Continuity
Plan
Availability Report
Availability
Improvement Plan
Capacity Report
IT Planning and
Organisation
Capacity Plan
IT Strategy
Availability
Management
IT Service Continuity
Plan
Availability Report
IT Security
Management
IT Security
Management Report
Budget Request
Application
Management
IT Service Continuity
Plan
Capacity Report
Budget Plan
Budget Request
Budget Release
Capacity Management supports the
optimum and cost effective provision of
IT Services by helping IT Organisations
match their IT Resources (Software,
Hardware, Human Resources) to the
business needs. The process involves
estimations of future demand, which are
the basis for planning future capacity
needs, resulting in the Capacity Plan.
Budget Request
Implementation Order
Operational Level
Agreement (OLA)
ICT Infrastructure
Management
Capacity Plan
Capacity
Management
ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of
Government Commerce, and is Registered in the U.S. Patent and Trademark Office.
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Operational Level
Agreement (OLA)
Availability
Improvement Plan
IT Service
Continuity
Management
Budget Request
Availability
Improvement Plan
ITSCM Report
Capacity Plan
Budget Request
Financial
Management for IT
Services
Process of External
Service Provider
Budget Plan
Budget Release
Financial Management for IT Services
ensures the most economical usage of IT
Financial resources and charges clients for
the provision of IT Services. During this, a
balanced relationship between qualtiy and
costs must be achieved whilst taking into
account the client's requirements. The
carrying out of the regular budget planning
and the clearance of approved financial
means is also one of Financial
Management's tasks.
IT Service Continuity
Plan
ICT Infrastructure
Management
Budget Plan
Budget Release
Implementation Order
Underpinning
Contract (UC)
Process of External
Service Provider
Established ITIL Terms and Acronyms from the ITIL Glossary are depicted with a solid line
Incident Record
Budget Request