ITIL process checklists

Checklists from Wiki for generic IT Service Management Process based on ideas from 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.

IT Management Processes

• Incident Management
• Change Management
• Supplier Management
• Service Portfolio Management
• Release Management
• Information Security Management
• Service Agreement Management
• Service Level Management
• Reporting Management
• Continual Process Improvement Management
• Customer Relationship Management
• Event & Alert Management
• Problem Management
• Availability Management
• IT Service Continuity Management
• IT Service Financial Management
• Capacity Management
• Call Registration Management
• Configuration Management
• Service Request 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