Main Page

Main Page

Wiki for generic IT Service Management Process descriptions based on Ideas of ITIL V2 , ITIL V3, ISO 20000 and experience.

The Process descriptions are published under Creative Commons Licenses Attribution-Noncommercial-No Derivative Works 3.0 Unported.

If you need a Commercial License or if you want to join the mITSM Process Description Team please contact us.

IT Management Processes

• Incident Management

• Change Management

• Service Request Management

• Call Registration Management

• Problem Management

• Supplier Management

• Service Portfolio Management

• Release Management

• Information Security Management

• Service Level Agreement Management

• Service Level Management

• Reporting Management

• Continual Process Improvement Management

• Customer Relationship Management

• Event & Alert Management

• Availability Management

• IT Service Continuity Management

• IT Service Financial Management

• Capacity Management

• Configuration Management

IT Administrative Processes

• Standard Change Administration

• Supplier List Administration

Common IT Service Management Principles

• Ticket, Ticket Owner and Ticket Agent

• RASCI diagram

• Workflow diagram: activity, control, decision and task

• Functional Escalation

• Hierarchical Escalation

• Information artifact

• Information duties

• Continual Service Improvement Management

• Continual Process Improvement Management

• Priority

• Record

• Record attributes X activities

• Recording

• Rules

• Standard Operating Procedure

• Signature Policy