ITIL Process Map for iGrafx

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ITIL-compliant Process
Model for iGrafx™
Flowcharter™/ Process™

• ITIL Service Lifecycle (2011 Edition): 100% compatible (covers Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement)
• ISO 20000:2011: 100% compatible

• Intuitive, clear-cut layout in four levels of detail
• Navigable (linked shapes allow drill-downs into more detailed views or jumps into peer processes)
• Fully customizable iGrafx flowcharts

• Specifically designed to make optimal use of iGrafx™ Flowcharter™/ Process™, featuring an ITIL-specific iGrafx Shape Library
• Additional functionality along the lines of more expensive Process Management applications, allowing you to maintain a central repository of ITIL processes, data objects and roles
• RACI Matrix in Excel format

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

Level 0: The ITIL Service Lifecycle

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

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

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

Level 2: ITIL Main Processes

A set of 24 overview process models for the ITIL main processes (e.g. Change Management). The iGrafx 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.

Level 3: Detailed ITIL Process Models

The ITIL Process Map for iGrafx comprises 126 detailed process flowcharts for all ITIL processes. The detailed ITIL 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

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.

ITIL Process Index

For each of the ITIL 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 flowcharts are directly accessible from this page via links.

Legend

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

Example:

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.

Introduction to ITIL and the ITIL Process Model

This document contains a brief introduction to ITIL and explains how the ITIL Process Model was created from the ITIL 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 contains a choice of suitable metrics for the most important ITIL processes.

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 intputs, with brief definitions)
• ITIL Roles (an alphabetical index of the ITIL roles used in the process model, complete with their descriptions)

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.

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement