ITIL Process Map for Microsoft Visio

ITIL® translated into easy to read, customizable Visio process templates in BPMN format.

Process diagrams in four levels of detail describe the process activities and the information flows between the ITIL processes.

The ITIL® Process Map for Microsoft Visio is an officially 'ITIL® licensed product'.

On this page:

Introduction to the ITIL Process Map Watch our videos with Stefan Kempter introducing the ITIL Process Map:

Highlights: ITIL Process Map for Visio

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 that allow you to maintain central object information in a database (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.

Contents in detail: ITIL Process Map for Visio

ITIL reference process models for Visio

Process diagrams in four layers of detail illustrate the interrelationships of the ITIL processes and allow drilling down into the process details:

Visio ITIL Processes
Level 0: The ITIL Service Lifecycle

The ITIL top-level processes (service lifecycle stages) and their interrelationships on one single page. This is the main entry point into the Visio process model.


Visio ITIL Discipline
Level 1: ITIL service lifecycle stages

A set of 5 Visio diagrams for each stage of the ITIL service lifecycle, illustrating the ITIL big picture.


Visio ITIL Process
Level 2: ITIL main processes

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


BPMN: ITIL Visio Process Flows
Level 3: BPMN - ITIL process details

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

ITIL RACI matrix

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 check out our special page on the ITIL RACI matrix.

Additional reference diagrams in the Visio ITIL 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 add-in 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 about the Excel repository feature!

ITIL checklists and document templates

Many Data Object shapes in the process diagrams are linked to "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

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

Visio ITIL Flowcharts: Introduction
Introduction to ITIL and the ITIL Process Map

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


Visio Flowcharts: ITIL Implementation
ITIL implementation guide

ITIL implementation projects are characterized by a typical course of action, independent of the size and type of the organisation. This made it feasible to devise a time-tested project blueprint which can serve as a guideline for a wide range of ITIL 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 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 and specifications: ITIL Process Map for Visio

Coverage Complete Service Lifecycle (ITIL V3 2011 Edition)
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement
Platform/ environment Microsoft Visio® 2016 or above (a Microsoft Visio® license is not included)
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 product specification provides a detailed list of all components included in the ITIL Process Map for Microsoft Visio.

Resources and further reading

Related pages


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