ITIL Process Map V3 for the iGrafx Process Management Solutions

Level 0: The ITIL V3 Service Lifecycle

The ITIL V3 core processes and their interrelationships on one single page. This is the main entry point into the more detailed process models.

Level 1: A Process Model for each of the ITIL V3 Core Disciplines

A set of 5 overview process models, one for each of the ITIL core volumes, illustrating the ITIL V3 big picture.

Level 2: ITIL V3 Main Processes

A set of 20 overview process models for the ITIL V3 main processes (e.g. Change Management). The iGrafx Overview Diagrams show on one single page what an ITIL V3 process is about. The viewer is able to zoom in on the detailed process descriptions.

Level 3: Detailed ITIL V3 Process Models

The ITIL Process Map V3 for iGrafx comprises 104 detailed process models (Event-Driven Process Chains - EPCs) for all ITIL V3 processes. The detailed process models 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

Information Objects/ ITIL Glossary

The ITIL Glossary contains the ITIL terms and acronyms - information objects which are used in various parts of the ITIL Process Model for iGrafx to define process inputs and outputs. Whenever information objects are needed within the iGrafx process models, they can simply be picked from this repository. Every information object features an ITIL-compliant definition.

ITIL Process Index

For each of the ITIL V3 core volumes, all processes and sub-processes are depicted in a hierarchical way on one single page. The process indices make it possible to see at a glance what processes are there. All detailed process models are directly accessible from this page via links.

ITIL Roles

The ITIL Process Map V3 contains an inventory of all the ITIL standard roles, complete with their descriptions. The ITIL roles are used within the detailed process descriptions to illustrate the responsibilities for performing single activities.

Front Page

A Front Page offers direct access to the various process models and accompanying documents.

Legend

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

Example:

A checklist "CAB Agenda" is provided as part of the Change Management process model to further explain the typical responsibilities of the Change Advisory Board.

Introduction into ITIL and the ITIL Process Model V3

This document contains a brief introduction into ITIL and explains how the ITIL Process Model was created from the ITIL V3 books.

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 V3 contains a choice of suitable metrics for the most important ITIL processes.

PDF Quick References

Additional PDF documents can be used as printouts to have quick access to the following information:

• ITIL V3 Glossary
• ITIL V3 Roles
• ITIL V3 Process Descriptions
• ITIL V3 Checklists