ITIL Process Map for PRIMERO

Web-based ITIL

ITIL® Reference Model for the web-based PRIMERO™ platform

On this page:

Highlights: ITIL Process Map for PRIMERO

  • 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.
Special features for PRIMERO™
  • Representation of the complete ITIL process landscape within a single, dynamic web site
  • PRIMERO acts as your organization's universal platform for managing and publishing the ITIL processes and all related documents and information
  • Object-based modeling concept, diagrams are automatically generated and are always up-to-date
  • Multi-language support
  • Personalized views for role-owners - responsibilities are highlighted for the currently logged-in user.
License model Simple license model based on sites - no recurring subscription fees.

Contents in detail: ITIL Process Map for PRIMERO

Hierarchical structure of the ITIL reference model for PRIMERO

Web-based ITIL process management: PRIMERO illustrates the ITIL processes and their interrelationships using a top-down approach. The contents are arranged in four layers, allowing you to start with looking at the big picture and to drill down into the process details - all within a single web site.

Top level: The ITIL Service Lifecycle

The ITIL service lifecycle stages and their interrelationships on one single page. This is the main entry point into the ITIL reference model in PRIMERO.


PRIMERO ITIL Core Disciplines and Main Processes
ITIL service lifecycle stages and main processes

The higher levels of detail (ITIL service lifecycle stages and main processes) provide high-level views of the ITIL processes and show how they are interconnected:

The above information is inherited from the next lower level of detail.


ITIL Sub-Processes
ITIL sub-processes

On the lowest level of detail, the ITIL reference model for PRIMERO contains 126 sub-process pages with all relevant information:

PRIMERO object lists

Objects ("elements") are the building blocks of the ITIL Process Map for PRIMERO; they can be easily accessed through sortable and filterable lists.

PRIMERO ITIL Reference Model Glossary
Indices of ITIL processes, glossary terms and roles

Sortable and filterable lists can be created for the elements of type process, information object and role.

This is also where modifications to the objects are done - for example, if a process description needs to be changed.

ITIL checklists and document templates

Many data objects used in the process model 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.


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 ITIL Process Map for PRIMERO

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

ITIL PRIMERO reference processes Intro
Documents included:

License model and 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 PRIMERO version 1.6.0 or above (no PRIMERO license included)
Language versions English, German or multi-language (German/English)
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.

Resources and further reading

Related pages


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