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Video | The RACI Matrix - a powerful tool for managing responsibilities in ITIL processes

The ITIL Process Map uses a RACI matrix to provide a summary of the ITIL roles and their levels of responsibility in the various ITIL processes.

RACI matrices are especially useful in clarifying roles and responsibilities in cross-functional processes. RASCI is an extended variant of the commonly known RACI model, which defines the participation of roles in different activities: R - Responsible, A - Accountable, S - Support, C - Consulted and I - Informed.

Our video is based on the Visio® version of the ITIL Process Map where the RACI matrix comes in the form of an Excel table. This makes it easy to adapt the matrix to the specific needs of the organization.

Frequently asked questions about responsibility assignment matrices:
http://en.it-processmaps.com/products/itil-raci-matrix.html

Start the video here:
http://demo.it-processmaps.com/raci_en/itil-raci-matrix.html

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ITIL Wiki: ITIL metrics (KPIs)
ITIL key performance indicators ("KPIs") are used to assess if the processes of an IT organization are running according to expectations.

The suggested KPIs in our ITIL Wiki comply with the ITIL 2011 recommendations and were enhanced with elements from COBIT®.

Details:
http://wiki.en.it-processmaps.com/index.php/ITIL_Key_Performance_Indicators
ITIL key performance indicators (ITIL KPIs) are used to assess if the IT service management processes of an organization are running according to expectations.
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Navigating the ITIL® Process Model

Recommended ways of navigating the contents of the ITIL® Process Map.

The ITIL® Process Map presents ITIL® in the form of easy-to-read process diagrams and documents. One of its nicest features is that the contents are well organized, and you can easily find the information you're looking for simply by following hyperlinks.

Further information about the ITIL process model:
http://en.it-processmaps.com/products/itil-process-map.html
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A must-read for every ITIL enthusiast!
How ITIL startedhttp://wp.me/p38lq1-n

"We always had a certain humility; we had a position at the centre enabling us to create ITIL but most of the relevant experience and expertise lay outside CCTA."

Via International Best Practice Institute IBPI (http://IBPI.org), by John S. Stewart - the founding father of ITIL.
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New video series: The simple principles of good service management - and how to apply them in practice.

Today we start a new series of videos, highlighting the time-tested, simple principles that we must get right in order to become successful providers of services.

The first video is about customer focus. That's an obvious starting point, because, without customers, there's no business!

In the video, we explain how customer-centricity works and how the
YaSM framework helps you with becoming customer-centric.
http://yasm.com/en/videos/customer-service-management-yasm

Save our YouTube playlist:
http://bit.ly/yasm-youtube-gsm

#YaSM   #ServiceManagement   #ITSM  
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Video | The ITIL Process Map and SharePoint
How to use the ITIL® Process Map for Visio in combination with SharePoint® for publishing your ITIL processes?

Some of our customers use Microsoft SharePoint for managing their ITIL process diagrams and sharing them throughout their organizations. 

In this video we show you what this looks like in practice.

Start the video here: 
http://demo.it-processmaps.com/itil-visio-en/itil-visio-sharepoint.html

The ITIL® Process Map for Visio - a translation of ITIL 2011 into easy to read, customizable Visio process templates in BPMN format:
http://en.it-processmaps.com/products/itil-process-map-visio.html
How to use the ITIL® Process Map for Visio in combination with SharePoint® for publishing your ITIL processes.
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ITIL Wiki: Free ITIL Templates and Checklists
The most sought-after ITIL templates are available for you in the IT Process Wiki.
http://wiki.en.it-processmaps.com/index.php/ITIL-Checklists

These ready-to-use templates and checklists are also a good starting point for designing ISO 20000 compliant documents and records.

As part of the ITIL Process Map, the ITIL 2011 templates were officially reviewed by APM Group to verify their alignment with the principles of Cabinet Office best practice guidance. They are thus officially ITIL® licensed.

#ITIL #ITSM


Free ITIL Templates: Officially ITIL licensed. - This set of ITIL templates (ITIL 2011) can be used as checklists for defining ITIL process outputs. The ITIL document templates can also serve ...
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A recording of our popular ITIL webinar
Best practice for IT service providers: The webinar on ITIL® and the ITIL Process Map (on-demand version):
http://demo.it-processmaps.com/webinars/itil-process-map.html

For many years we have been conducting live webinars about ITIL and the +ITIL Process Map over the internet - and of course we still offer these webinars every two weeks or so; you can sign up here:
http://en.it-processmaps.com/sp/online-seminars.html

But our timing may not fit in with your schedule, or maybe you want to see the webinar instantly. For such cases we have now created a recorded version of the ITIL webinar that you can watch at any time:

+Stefan Kempter will walk you through the ITIL Process Map and explain how your organization can use the ITIL process and document templates to introduce ITSM best practice according to ITIL 2011.

Topics covered in the ITIL webinar:

1. We present examples of the process diagrams, so you get a good impression of their layout and the information contained on every level of detail.
2. Easy navigation in the process model with hyperlinks
3. ITIL checklists/ document templates that come with the ITIL Process Map
4. ITIL RACI Matrix
5. Excel repository of ITIL processes, data objects and roles
6. Adapting the process model to the needs of your organization
7. The ITIL - ISO 20000 Bridge (an additional component for organizations that want to go for ISO 20000 certification).

If you have any questions or need more information about the ITIL process model, please drop us a line!

This ITIL webinar on YouTube: 
► https://youtu.be/j8n1bRbsdwQ

#itil #itsm #webinar 
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ITIL Wiki: Free Capacity Plan Template
The Capacity Plan is used to manage the resources required to deliver IT services.
http://bit.ly/itpm-capacity-plan

The plan contains scenarios for different predictions of business demand, and options with cost estimates to deliver the agreed service level targets.

Typically, the Capacity Plan covers the following information:

- Part I: Business scenarios
- Part II: Forecast of service utilization and performance
- Part III: Forecast of resource utilization and performance
- Part IV: Other potential impacts on service capacity and performance
- Part V: Initiatives to adjust service capacity and performance

The detailed template is available in the ITIL Wiki:
http://wiki.en.it-processmaps.com/index.php/Checklist_Capacity_Plan
The Capacity Plan is used to manage the resources required to deliver IT services. The plan contains scenarios for different predictions of business demand, and options with cost estimates to deliver the agreed service level targets.
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Introduction: The ITIL® Process Map

ITIL® translated into legible, easy to read process maps in Microsoft Visio® and other process management platforms.

The ITIL Process Map covers the complete ITIL service lifecycle with all ITIL processes: ITIL process templates in four levels of detail explain how ITIL really works and does away with the need to sift through the ITIL books with thousands of pages.

This video shows examples from the ITIL processes Service Operation, Incident Management and Incident Resolution by 1st Level Support.

Further information about the ITIL process model:
http://en.it-processmaps.com/products/itil-process-map.html

Frequently asked questions about the ITIL Process Map:
http://en.it-processmaps.com/general/faq.html
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Use Cases: ITIL® Implementation using ITIL Process Templates
You'd like to understand what ITIL is all about? Or are you looking for a simple, straightforward tool to document and manage your ITIL processes? Then our process templates are exactly what you need!
http://en.it-processmaps.com/products/use-case-itil-implementation.html

Read more:
- At the outset: Understanding ITIL
- Initiative pays: Implementing ITIL with internal resources
- No need to reinvent the wheel: Save time and money with ITIL process templates
- Cut the red tape: ITIL process management without bureaucracy

Guidance available:
From the ITIL Wiki: How to implement ITIL - our complete project guide on "ITIL implementation"
http://wiki.en.it-processmaps.com/index.php/ITIL_Implementation
Would you like to implement ITIL while being easy on your IT budget? In this case, ITIL process templates are exactly what you need.
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ITIL Wiki: How to prioritize Incidents?

What are important considerations when prioritizing Incidents? What Incidents should be treated as Major Incidents?

The Incident Prioritization Guideline describes rules which can be used for assigning priorities to Incidents, based on an assessment of the Incidents' urgency and impact. The guideline also contains criteria for classifying Incidents as Major Incidents.

http://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Priority
The Incident Prioritization Guideline describes the rules for assigning 'priorities to Incidents', including the definition of what constitutes a 'Major Incident'. Since Incident Management escalation rules are usually based on priorities, assigning the correct priority to an Incident is essential for triggering appropriate 'Incident escalations'.
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ITIL Process Map's Collections
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ITIL® Wiki & ITIL process templates: News on the IT Process Wiki & the ITIL® Process Map.
Introduction

ITIL® Process Templates (ITIL 2011) - A fresh Approach to implementing ITSM & ISO 20000.

The ITIL® Process Map is a unique ITIL reference process model, used by leading businesses worldwide from a broad spectrum of industries to successfully implement ITIL and ISO 20000.

The ITIL Process Map and its add-on for ISO 20000 projects - the ITIL - ISO 20000 Bridge - have been awarded the "ITIL® Licensed Product" logo by APMG, UK.


IT Process Wiki: The ITIL Wiki

As part of our presence on the internet, we also offer a highly frequented ITIL Wiki ("IT Process Wiki") with everything you need to know on 
The ITIL Wiki also includes 
The wiki is available in English, German and Spanish:

Introductory Videos

Videos about ITIL® and the ITIL® Process Map:

Recommended Reading

News on YaSM, the new & streamlined service management framework:

Our company - IT Process Maps

IT Process Maps was founded in 2006 by +Stefan Kempter and +Andrea Kempter as a privately held company in Bavaria, Germany. Our focus is on the provision of process know-how "out of a box" for service providers.


Contact | Impressum 

IT Process Maps GbR
Responsible for the site under German law: 
Dipl. Ing. Stefan Kempter & Dr. Andrea Kempter
Contact: info [at] it-processmaps [dot] com
VAT ID: DE 262014997

Legal Notice (English)
Impressum (Deutsch)

Trademarks: 
ITIL® is a registered trade mark of AXELOS Limited.
YaSM® is a registered trade mark of IT Process Maps GbR.
Contact Information
Contact info
Phone
+49-8363-927396
Email
Fax
+49 8363 927703
Address
IT Process Maps GbR, Am Hörnle 7, 87459 Pfronten, Germany