Use Cases: ITIL Implementation using ITIL Process Templates

You'd like to understand what ITIL is all about? Are you in search of an effective way of implementing ITIL that saves you time and money? Or are you looking for a simple, straightforward tool to document and manage your ITIL processes?

Then our ITIL process templates are exactly what you need.

On this page:

At the outset: Understanding ITIL

We’ve read the ITIL books. Such a huge amount of details! But - what is the real point of ITIL?"

"We are worried about our department interfaces - it’s not running smoothly. We need to understand how the ITIL processes interact with each other."

"I want to introduce ITIL and I need to bring my staff on board. I would like to explain to them what I aim to achieve with ITIL and where their places will be in the restructured organization."

Seeing the big picture

The ITIL books are thick and anything but easy literature - it takes an effort to filter and evaluate such a huge amount of information.

An ITIL reference model ("ITIL process templates") relieves you of this effort. Due to the graphic representation of the ITIL contents, you will intuitively understand how ITIL works.

Our ITIL Process Map is such a collection of ITIL templates.

It is very clearly structured and includes some 150 process diagrams arranged in four levels of detail, from a high-level view of the ITIL Service Lifecycle down to detailed process flows.

This means that if you need to know more about a specific ITIL process, you simply go down to the next level of detail with a mouse click. At the most detailed level, the ITIL process templates contain 126 process flows, which will show you exactly what needs to be done by whom.

Understanding interrelationships with ITIL process templates

Often, the motivation for introducing ITIL are persistent complaints by customers. For example, waiting times for customers who need support may be too long, or they may not be satisfied in some other way with the outcome of a service.

ITIL deals with a frequent cause of such problems: Missing or badly defined links between the individual processes in an organization.

Our ITIL process templates provide invaluable support for defining and managing your process interfaces: They clearly illustrate the information flows between the individual ITIL processes (i.e. the different documents and records that are exchanged between the processes, also known as process inputs and outputs). This makes it easy to understand how the processes depend upon each other.

Once it is established what types of information need to flow between the processes, it will be necessary to specify these inputs and outputs in detail. This is why the ITIL Process Map includes more than 100 checklists (ITIL document templates) which describe the inputs and outputs in detail.

As an example, the checklist "Service Level Agreement" exemplifies the typical structure of a Service Level Agreement, including items such as service type, desired outcome from the customer's point of view, contract details etc.). This can be used as a starting point when you need to create SLAs for your organization.

Select examples of our checklists are accessible for free: We make the most sought-after ITIL document templates available for you in our ITIL Wiki.

Bringing all staff on board

A key factor in the implementation of ITIL is your staff and their motivation. For this reason it is usually not a good idea to define new, ITIL-aligned processes without involving your staff and explaining the benefits. To ensure long-term success, it is absolutely necessary that you give everyone in your organization the chance to understand

The ITIL process templates will put you in a good position to bring everyone on board and answer your staff’s questions:

The ITIL process templates highlight the information flows between the processes; in fact this specifies which inputs staff members can expect to receive from their peers. The diagrams also show the deliverables ("outputs") they have to produce so that their colleagues who are responsible for the subsequent processes are provided with all required information.

At the most detailed level of the ITIL process templates, workflows illustrate the activities which must be completed so as to obtain the desired results.

Each activity within the workflow is assigned to an ITIL role. This means it is clearly defined who is responsible for an activity.

You can use these easily understandable process diagrams to explain to each member of staff what his/her responsibility and authority within the organization.

The ITIL Process Map is available for various applications such as Visio™, iGrafx® and ARIS™. These platforms are perfectly suited to make the ITIL processes known throughout your organization, e.g. by publishing the ITIL process templates on your intranet.

Initiative pays

We need to introduce ITIL, but we cannot afford to spend much money on external consultants and mostly have to make do with our internal resources. We need a cost-efficient alternative to get the required ITIL knowledge on board."

Implementing ITIL with internal resources

Many organizations are on tight budgets and must rely on their internal resources when implementing ITIL. So it's time for an alternative to time-consuming training sessions and full-blown ITIL consulting packages.

If you seek to avoid paying a consultant to simply teach you the ITIL basics, then our ITIL process templates can offer you an alternative route.

The ITIL templates will enable you to start your ITIL project on your own. They will show you and your team how ITIL works and how the different elements interact. External advice from consultants needs to be purchased only if and when required, e.g. for specific issues where it is necessary to enlist the help of an experienced expert .

Saving time and money with ITIL process templates

We don’t want to reinvent the wheel: We are looking for ITIL process templates which we can tailor to our needs."

"We need an example for well-designed ITIL processes which make process documentation easy and can be maintained in the long run."

No need to reinvent the wheel

Using the ITIL process templates will allow you to considerably reduce the amount of work required:

Inevitably, you will need to design and document implementable ITIL processes as part of your ITIL project. Instead of starting from scratch you can adjust professionally crafted reference models ("ITIL templates") to your own requirements:

The ITIL Process Map includes some 150 ready-to-use and fully editable ITIL reference processes in common formats such as Visio™, iGrafx® and ARIS™ as well as more than 100 checklists in Microsoft Word format.

This will not only avoid costs but also contribute to the long-term success of your ITIL initiative:

Reorganization projects (such as an ITIL implementation) tend to fail if they are driven mainly by external advisors. Ultimately, success can only be secured if all internal staff are closely involved and take the project into their own hands.

How to implement ITIL

We want to implement ITIL and we need some kind of guidance. We need to know which steps are required for the ITIL implementation."

A guideline for your ITIL implementation

Once you have decided to align your processes with ITIL you are faced with two difficult tasks:

With this in mind it is obvious that clearly defined and transparent processes are a key component in your ITIL initiative.

Our ITIL process templates help you in this respect:

The ITIL Process Map with its ITIL reference processes and checklists will guide you through the planning and implementation stages of your ITIL project - and in the long run, the ITIL templates represent a sound basis for the continual improvement of your service management processes.

Project guide "ITIL implementation"

The ITIL Process Map includes an "Implementation Guide" which describes how to set up and carry out ITIL implementation projects based on ITIL process templates.

ITIL project course | ITIL implementation using ITIL templates

When introducing ITIL processes, special attention should be paid to the process interfaces - since each process to being introduced needs specific inputs and generates a number of outputs which are passed on to subsequent processes. The ITIL Process Map helps you with keeping control of the ITIL process interfaces, as all inputs and outputs are clearly identified.

The complete ITIL implementation guide is also available free of charge in our ITIL Wiki.

Cut the red tape: ITIL process management without bureaucracy

We want our ITIL process documentation to be user-friendly and easily accessible."

"ITIL processes require maintenance. For this purpose, we would like to use our process management tools more effectively."

Managing ITIL processes easily ...

We developed the ITIL Process Map on the basis of long years of experience with various process management methods and platforms.

When designing the ITIL process templates we paid special attention to creating a professional layout making optimal use of each application's strengths.

This means that you can use the ITIL templates as a model for the documentation of further processes. You will see how the process landscape can be structured and how individual processes can be documented (in sufficient detail, while avoiding redundancies).

... with suitable tools

In some cases, we provide additional functionality to remove limitations which exist when using certain platforms for process management.

Thus, some functions which can typically be found in expensive business process applications have been added to our Visio version of the ITIL process templates. A user-friendly Excel repository allows you to manage central objects such as ITIL processes, roles and glossary terms in one place.

As a result, you will obtain high-quality documentation capable of proving to your customers that your organization is an efficient and effective provider of services focused on its customers' needs.