ITIL Process Map for MS Visio

Visio ITIL

A complete set of ITIL Process Templates for Microsoft Visio™

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Highlights: Visio™ ITIL Process Map

  • ITIL Service Lifecycle (ITIL V3 2011 Edition): 100% compatible (covers Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement)
  • ISO/IEC 20000:2011: 100% compatible
Design: Flowcharts in BPMN notation illustrate the ITIL processes and provide a reference that can be easily understood and maintained:
  • Intuitive, clear-cut layout in four levels of detail
  • Navigable (linked shapes allow drill-downs to more detailed views or jumps to peer processes)
  • Fully customizable Visio drawings
Special Features for Microsoft Visio™:
  • Specifically designed to make optimal use of Microsoft Visio™, including a special Visio stencil with custom Master Shapes
  • User-friendly Excel Repository and custom Visio add-in, adding features to Visio along the lines of dedicated process management applications (check out our special page with additional information on the Excel Repository feature!)
  • RACI Matrix in Excel format
License Model: Simple license model based on sites - no recurring subscription fees.

To get a good first impression of the ITIL Process Map, take a look at our product videos.

Demos: Visio ITIL templates


Contents in Detail: Visio™ ITIL Process Map

ITIL Reference Process Models for Visio

Process Overview and Detail Diagrams in four layers illustrate the interrelationships of the ITIL processes and allow navigating to the next level of detail:

Visio ITIL Processes

Level 0 in Visio: ITIL Service Lifecycle

The ITIL 2011 core disciplines and their interrelationships on one single page. This is the main entry point into the more detailed Visio process models.

Visio ITIL Discipline

Level 1 in Visio: ITIL Core Disciplines

A set of 5 Visio Overview Diagrams for each of the ITIL core volumes, illustrating the ITIL big picture.

Visio ITIL Process

Level 2 in Visio: ITIL Main Processes

A set of 24 Overview Diagrams for the ITIL main processes (e.g. Change Management). The Visio Overview Diagrams show on one single page what an ITIL process is about. From here, the viewer is able to open detailed BPMN process diagrams on the sub-process level using hyperlinks.

BPMN: ITIL Visio Process Flows

Level 3 in Visio: BPMN - ITIL Process Details

The ITIL Process Map for Visio comprises 126 detailed process flows in BPMN (Business Process Modelling Notation) for all ITIL processes. The Visio ITIL 2011 templates contain

  • A complete view on all process inputs and outputs
  • Detailed activity sequences
  • Responsibilities for the activities, indicated by ITIL roles
  • Linked checklists and document templates
  • A short description of the process objectives




An ITIL RACI Matrix illustrates the participation of the ITIL roles in the various ITIL processes:

Visio ITIL RACI Matrix

RACI Matrix in Excel Format

Our ITIL RACI Matrix comes in the form of an Excel table. This makes it easy for you to adapt the matrix to the specific needs of your organization.

To learn more, please have a look at our special page on the ITIL RACI Matrix.



Additional Reference Diagrams of the Visio Process Map

Additional diagrams provide direct access to all processes and sub-processes and an overview of the shape types used in the Visio process model:

Visio ITIL Processes

ITIL Process Index

For each ITIL stage, all processes and sub-processes are depicted in a hierarchical way on one single page. All process diagrams are directly accessible from this page via links.

Visio ITIL Process Map Legend


A legend page explains the different types of shapes used in the Visio process model.



The Excel Repository Feature

The ITIL Process Map for Visio includes an Excel Repository Feature to manage certain types of objects which are used throughout the various process diagrams (Process, Data Object, Role, and Checklist Shapes).

The Repository itself is a simple Excel file which is easy to modify. A special Visio AddIn and a corresponding Toolbar allow you to pick existing objects from the Repository from within Visio.

Check out our special page with more detailed information on the Excel Repository Feature!



ITIL Checklists & Document Templates

Many Data Object shapes in the process diagrams are linked to additional "Checklists" which provide more details on these objects - and can often be used as templates. All in all, there are more than 100 ITIL checklists and document templates in Microsoft Word™ format, explaining all important ITIL process outputs in detail.

Visio ITIL Checklists


A checklist "Incident Record" is provided as part of the Incident Management process, to explain the structure of the data typically contained in an Incident Record. You can use this checklist as a template when you start creating Incident Records in your own organization.



Accompanying Documentation to the Visio ITIL Process Map

Additional documents help you to get started with ITIL and the Visio ITIL Process Map.

Visio ITIL Flowcharts: Introduction

Introduction to ITIL V3 2011 Edition and the Visio ITIL Process Map

This document contains a brief introduction to ITIL V3 2011 and explains how the ITIL Process Map for Visio was created from the ITIL books.

Visio Flowcharts: ITIL Implementation

Implementation Guide

ITIL implementation projects are characterized by a typical course of action, independent of the size of the company and its core business. This made it feasible to devise a time-tested project blueprint which can serve as a guideline for a wide range of ITIL and ISO 20000 initiatives.


ITIL Process Metrics (Key Performance Indicators - KPIs)

Process Owners use objective quality criteria to assess whether their processes are running "well". To support the selection of suitable KPIs, the ITIL Process Map for Visio contains a choice of suitable metrics for the most important ITIL processes.

Visio ITIL References

Quick References

Additional documents provide quick access to the following information:

  • ITIL Process Descriptions (a hierarchical index of all all processes and sub-processes with brief descriptions)
  • ITIL Glossary (ITIL terms and acronyms; an alphabetical index of information objects which are used in various parts of the Visio ITIL reference model to represent process outputs and inputs, with definitions)
  • ITIL Roles (an alphabetical index of the ITIL roles used in the process model, complete with their descriptions)
ITIL process outputs and inputs

Process Outputs and Inputs

Tables in Excel format show the outputs and inputs for every process on the lowest level of detail. Users can create specific views on this information by applying filters and/or sorting.


License Model & Specifications: Visio ITIL Process Map

Coverage: Complete Service Lifecycle (ITIL V3 2011 Edition)
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement
Platform/ Environment: Microsoft Visio™ 2003 or above (a Microsoft Visio™ license is not included)
Operating Systems: Microsoft Windows™ XP, Vista, 7 or 8
Language Versions: English or German
License Model: Licenses to use the product are granted on a per-site basis, where a site is defined as a single company location or a cluster of adjacent company locations within one geographic region of a country. Each site is entitled to use the product without limitation of time, number of users and number of copies.
Product Specification: The complete product specification [⇓] provides all the details on the ITIL Process Map for Microsoft Visio.


Additional Information & Downloads: Visio ITIL Process Map

Product Videos For a first introduction to the ITIL Process Map, take a look at our product videos.
Download screenshots of the ITIL Process Map for Visio [⇓] with zoomable images of the different types of process models, and a full overview of the process models and checklists contained in the ITIL Process Map.
The factsheet on the ITIL Process Map for Visio [⇓] with a description of the Visio ITIL Process Map's features, contents and use cases on two pages.
Get answers to your questions Contact us at IT Process Maps to ask further questions or use our Registration Form to schedule a live web presentation.

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