A Reference Library of ITIL® best practice processes
Many organizations can benefit from adopting the detailed ITIL Service Management Framework.
iServer provides a complete set of ITIL best practice process diagrams modeled in BPMN 2.0, together with supporting documentation and resources. The ITIL model is based upon the ITIL 2011 documentation and spans all of the ITIL disciplines.
Read more about these specific details below.
The official ITIL documentation is mainly text based rather than diagrammatic, meaning there is a lot to read and learn.
The iServer ITIL Accelerator comes with over 100 Visio-based, BPMN 2.0 compliant process diagrams depicting all ITIL processes and concepts. This means organizations can quickly, and visually gain an understanding of the framework, as well as communicate this best practice to a wider audience.
This set of process diagrams means you will start with the best practice recommendations from the ITIL specification, rather than interpreting the documentation.
Many organizations have the need to understand and analyze dependencies. For example, which tasks are performed by which roles, the inputs or outputs to a process, the KPIs and so on.
iServer provides a complete reference model that, in addition to processes, includes items such as stages, processes and tasks along with detailed descriptions and roles, as well as data inputs and outputs.
This facilitates impact analysis and relationship queries, saving time and increasing accuracy, while the structured model allows questions to be quickly answered.
There is often a need to communicate iServer repository content to a broader audience via the web. ITIL processes can be made available via your own intranet allowing even non-iServer users to browse and comment on each of the process diagrams and content.
Using the Portal or Publisher modules, it is possible to publish the entire set of ITIL processes and documentation to the intranet, creating an online ITIL reference guide for the business which provides an increased visibility and understanding of ITIL processes.
The ITIL framework captured in iServer as diagrams, objects and relationships, allows users to analyze the content in a number of ways.
Users can create ad-hoc views depicting:
1. Process Ownership RACI Matrices
2. ITIL Process Narratives or other Documentation
3. Views such as Process Inputs and Outputs
For those who are new to ITIL and want help learning or getting started with ITIL, a variety of resources are provided to raise awareness and improve understanding of ITIL. Examples include posters, white papers and how to guides.
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