ITIL Service Management

A complete set of ITIL 2011 best practice process diagrams, ITIL resource library, and ITIL documentation

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iServer365 Support for ITIL


iServer365 provides a complete set of ITIL best practice process diagrams modeled using 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 across the five Lifecycle Stages, guiding efficient IT service management within the organization.

The ITIL Accelerator is a package containing all the tools required to implement the ITIL set of practices successfully. Instead of wasting time and resources building an ITIL-aligned IT Service Management practice from scratch, you can opt to receive iServer365 already aligned to the framework. This includes an ITIL-aligned repository, a complete set of best practice process diagrams and documentation, together with preconfigured tools that enable you to start enhancing business-IT alignment immediately.

Central ITIL Repository

iServer365’s ITIL repository is arranged according to ITIL 2011’s five modules, and implemented in folder structures with each folder representing one of the Lifecycle Stages. Each lifecycle stage contains lifecycle processes, related data stores, inputs and outputs, as well as process diagrams and ITIL descriptions. Each stage also contains a role inventory and descriptions associated with each diagram. Users are able to drill down from high level processes to view more detailed process models.

Model with BPMN 2.0

Within iServer365, ITIL processes can be modeled in Microsoft Visio using the modeling notation, BPMN 2.0. The repository is preloaded with over 100 Visio based, BPMN compliant diagrams of ITIL processes. This industry standard notation can be used to describe all objects and relationship types, making ITIL easy to reference and understand.

See how iServer365 supports modeling and diagramming using BPMN.

An ITIL incident flow model made using Visio and iServer365

Analyze ITIL Components

The iServer365 repository can generate views on all objects and their relationships. The hierarchy view can be used to determine where object relationships exist across the repository and to dynamically view and maintain related objects already in the repository. The list view is a simple type of view used to create a list or catalog information from the repository. Users can retrieve a single list of content regardless of their location and relationships within the repository.

iServer365 also provides ITIL relationship matrices where users can query large amounts of relationships in the repository. This includes a RACI relationship matrix which defines the roles and responsibilities of the IT governance practice within the organization.


Navigate ITIL Process Hierarchies

View and navigate BPMN 2.0 ITIL process diagrams within the iServer365 portal or using the Visio diagrams. This allows users to drill down from high level ITIL stages, down to the detailed tasks recommended by this IT service management standard.


ITIL Accelerator Flyer

The ITIL 2011 Best Practice framework provides comprehensive guidance on effective ITSM. The ITIL 2011 Accelerator from Orbus Software contains comprehensive information on the ITIL five phase approach to service management, with defined processes and tasks, inputs and outputs, detailed descriptions, objectives, as well as the roles involved in the management and maintenance of IT services for the business.


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