ITIL

Reference and Adopt the leading IT Service Management Framework

An ITIL 2011 best practice process reference model and resource library

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.

Complete set of ITIL 2011 compliant Process Diagrams

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.

Complete ITIL Model

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, roles, as well as data inputs and outputs.

This facilitates impact analysis and relationship queries, saving time, increasing accuracy, and the structured model allows questions to be quickly answered.

Complete ITIL Model

Online Access to Service Management Portal

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.

Analysing the ITIL Framework

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

ITIL RACI Matrix
ITIL Resources

ITIL Resources

For those who are new to ITIL and want help getting started or learning about ITIL, a variety of resources are provided to raise awareness and improve understanding of ITIL. Examples include posters, white papers and "how to guides".

Book your iServer demonstration

See how iServer can meet your business needs and aid you reaching ITIL alignment by booking a demonstration with one of our dedicated consultants today.

iServer eLearning and Training

Training and e-Learning

The iServer Learning Center is an integrated platform for iServer learning, support and reference resources, that can be launched directly from within iServer.

This convenient support and training platform ensures users are up and running on iServer in a number of days with minimum disruption, ensuring business needs are met and improving your return on investment.

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