ITIL PROCESS MAP -The Key to Effective Service Management

by Maya G

The ITIL process map is a diagram that depicts the various steps of incident, problem, and change management. It is an essential tool for service managers who want to document how their team handles different issues from start to finish. In addition, the ITIL process map can be used as a teaching aid and a reference tool for seasoned professionals in this field. It can also be used as a reference for those who want to know what each step entails and how they relate to one another to make quicker decisions about their projects.

ITIL process map implementation

Phases of ITIL process

1.Strategy for Change :

This takes place before any other work begins regarding managing services, and its emphasis is on identifying potential risks and opportunities for change. It is a mechanism that aims to minimize any adverse effects of changing events while ensuring the smooth functioning of an organization. 

2.Service Design & Development:

It focuses on creating new services or improving existing ones while assessing customers and stakeholder's requirements.

3.Operational Support & Analysis :

The goal of active support and analysis is to improve the effectiveness and efficiency of operations. It provides a process for identifying, analyzing, reducing, or eliminating operational problems so that business can be conducted as usual.

4.Service transition:

Service transition occurs when an organization or company must shift from being focused on one product or service to another. It can be used to reduce risk, mitigate disruption, and ensure the quality of service when changing suppliers or replacing assets.

5.Service improvement:

Service improvement is a process that all businesses should consider. It may not seem like much but improving your service can significantly impact customer satisfaction and retention. Use these simple steps to improve your customer service.

  • Be proactive - When things go wrong, take responsibility, and make it right as soon as possible. This is an essential part of being dependable. Be active in answering their queries when they need you the most.
  • Assurance- Assure to give peace of mind to customers who may have concerns about the quality or durability of their purchase, so they feel confident in buying from you.
  • Allow feedback- Ask for feedback from each client so that you can identify areas where improvements could be made in the future.

    Benefits of ITIL process map :

    The ITIL process map has been widely used in many organizations from small to large due to the following benefits:

    • Easy to understand- Once everyone in the organization understood the process, it will be easier to implement. It does not require any specific qualifications or skillset to understand the process.
    • Format- The ITIL process map templates are available in every form and customizable as per the user's requirements. You can use applications like Microsoft Visio and excel in managing your processes or process management platforms like ARIS. The process diagrams are adaptable, which can save time and effort during process design and documentation.
    • Quality of service- ITIL provides visibility in customer experience that includes business relationships and service-level management processes. This matches the expectations of the customer by ensuring high-quality IT services are available.
    • Business agility- As time passes by, businesses need to stay ahead of the competition. The predefined ITIL processes guide the organization to adopt the changing business environment while focusing on innovation and ensuring customer satisfaction.
    ITSM, ITSM templates toolkit

      ITIL process map implementation:

      1. ITIL project preparation – It is essential to familiarize yourself and everyone in the organization regarding the principles to communicate with the people involved in the project. Create a process diagram and a format to depict how the process works and steps for implementation.
      2. IT service structure- IT service structure is the foundation that IT departments need to build upon to deliver effective and efficient IT services. It provides a framework for the organization's infrastructure, including hardware, software, facilities, data center operations, and staff. A well-established IT service structure will help your organization to meet its goals and objectives.
      3. Process interfaces- Process interfaces are an interface that allows you to process several interactions at one time. These can be found in the form of software applications, websites, and other platforms. Process interfaces are made up of different types, including web-based records, command line prompts, and graphical user interfaces (GUI). The purpose is to simplify the task by giving you more control over your data input and providing a more straightforward way for people with little or no technical skills to use the application.
      4. Technical infrastructure- Now the process design is complete, it's time to set up a technical infrastructure to implement your process. It involves the design and implementation of your IT systems, network, hardware, and software. These are all necessary to ensure that your function runs efficiently and without interruption.
      ITSM, ITSM templates toolkit