A fresh approach to ITIL®: The ITIL Process Map is a 'translation' of ITIL® into legible, easy to read process maps in Microsoft Visio®, ARIS™ and other process management platforms. It explains how ITIL really works and does away with the need to sift through the books with thousands of pages.

Our process model is officially ITIL® licensed.


Benefits of using an ITIL process model

The ITIL Process Map has been widely accepted with many large - and small - organizations, leveraging our process model to implement ITIL faster and at lower cost, with less reliance on expensive consultants.

When using the ITIL Process Map, you will benefit in several ways:

  • The ITIL process model is easy to use and understand. It is thus ideally suited to overcome the single most important challenge at the beginning of any ITIL initiative: To give everyone in your organization a good understanding of ITIL.
  • The ITIL process templates are available in popular formats: Simply use the familiar office applications (Microsoft Visio and Excel) to manage your ITIL processes, or your favorite process management platform like ARIS™ or iGrafx®.
  • The process diagrams are fully adaptable. This means you save effort during process design and documentation, as you modify existing process diagrams - rather than starting with a blank page.
  • The ITIL process model, its document templates and the complementary project manual provide guidance on how to set up and carry out your ITIL implementation project.


Versions and platforms


We offer the ITIL Process Map as professionally designed, ready-to-use packages for the most widely used process management applications:

  • Microsoft Visio®
  • ARIS Process Platform™
  • iGrafx® Flowcharter®/ Process™
  • Primero™

ITIL Process Maps For VISIO

  • The ITIL Process Map covers the complete ITIL V3 Service Lifecycle:

    • Service Strategy
    • Service Design
    • Service Transition
    • Service Operation and
    • Continual Service Improvement.

    Is the ITIL Process Map compatible with ITIL 4?


    One of the main strengths of the ITIL Process Map is its presentation of the ITIL contents in diagrams on four levels of detail. This allows you to start with looking at the big picture and to drill down into details where needed:

    • The top-level process diagram presents the ITIL service lifecycle on one single page.
    • Five diagrams on detail level 1 explain the five ITIL service lifecycle stages.
    • A set of 24 overview process templates on level 2 provide insight into the ITIL main processes.
    • On level 3, 126 detailed activity chains show what needs to be done by whom as part of a process.


    A RACI Matrix illustrates the participation of the ITIL roles in the various ITIL processes.

    More than 100 checklists and document templates describe process outputs and other aspects of the ITIL processes in more detail.

    A collection of KPIs supports the definition of ITIL process metrics.

    Finally, accompanying documents like an ITIL implementation guide help you to get started with ITIL and the ITIL Process Map.

  • License Conditions for the ITIL® Process Map

    - As of: October 2017 -

    1. Scope of application

    1.1.  These License Conditions govern the following products provided by IT Process Maps GbR (“Licensor”) for the client (“Licensee”):
    - ITIL® Process Map
    - ITIL® - ISO 20000 Bridge

    1.2.  Should the client reject these License Conditions in whole or in part, this shall be deemed a rejection of the quotation and a submission of a new proposal by the Licensee, which the Licensor will be free to accept, reject or negotiate.

    2. Scope of the provision

    2.1.  The details of the products and accompanying services to be delivered are defined in the product specifications. The client will receive the applicable product specifications together with the quote or, for products which the Licensor sells through its web shop, the specifications will be made available to the client there. With their order, the client declares that they have taken note of the contents of the relevant product specifications.

    2.2.  The products - as specified in the relevant product specifications - including their documentation shall be provided electronically. As a rule, the products will be made available to the Licensee by electronic download. Provision of the product on a data medium and a printout of the documentation shall not be owed.

    2.3.  Installation and start-up of the products shall be performed by the Licensee. No maintenance service beyond the repair of damages within the warranty period will be provided. The Licensor shall not be obliged to provide updates for future use.

    2.4.  For a period of twelve (12) months from the date of purchasing a license, the Licensee is entitled to up to one day (7.5 person- hours) of technical support without charge. This support will be provided over the internet and by telephone. Acquisition of a license does not entitle the Licensee to receive consulting or training from the Licensor (e.g. on ITIL or a product platform).

    3. Rights of use

    3.1.  Licenses to use the products are granted on a per-site basis, where a site is defined as a single company location or a cluster of adjacent company locations within one geographic region of a country. Each such site shall be entitled to use the product without limitation of time, number of users and number of copies.

    3.2.  The Licensee shall be entitled to use the product acquired for internal purposes in the form of a non-exclusive right. Internal refers to the use exclusively for the company or, where applicable, for the legally independent part of an industrial group or a concern with whom the sales contract was concluded.

    3.3.  The Licensee is entitled to alter the product in order to adapt it to their specific requirements. The rights to the remaining unchanged components of the product as originally supplied will continue to be exclusively held by the Licensor. This applies in particular to intellectual property rights, copyrights and trademark rights on the product and its documentation.

    3.4. The number of licensed sites notwithstanding, the documentation of the Licensee’s processes created with the product may be published in read-only format throughout the Licensee’s entire organization.

    3.5. The Licensee shall not be allowed to further publish or distribute the product (as a whole or in part) to unlicensed recipients, nor to burden, sell, lend or lease out the product. Commercial sub- licensing is generally not permitted.

    3.6. The license does not comprise the right to use the products or parts thereof, neither unchanged nor modified, for external business purposes. This applies also to consultancy projects or ITIL training which the Licensee carries out for their customers or any other third party. In such cases, the Licensee’s customers are themselves obliged to acquire a license from the Licensor.

    4. Special license conditions for included contents of ISO standards

    4.1. The ITIL® - ISO 20000 Bridge contains the original ISO document and reproduces contents of the ISO 20000 standard. These documents and contents are the intellectual property of ISO and its member organizations and are subject to special license conditions.

    4.2. When obtaining a license from the Licensor, the Licensee is granted the right to use the ISO 20000 contents at a single workplace for their own company purposes without limitation of time. The Licensee may need to obtain additional licenses from an ISO member organization or its representatives to store such content on an internal network.

    5. Warranty

    5.1. The Licensor guarantees that the products and services meet the contractual properties and quality.

    5.2. However, the Licensor shall not accept any liability for the products supplied meeting the Licensee’s individual requirements and purposes, nor that the products are suitable for other appli- cations or system environments and operating systems as chosen by the Licensee unless this has been contractually agreed or is explicitly mentioned in the product specifications submitted with the quotation and is thus an integral part of the contractual agreement.

    5.3. Warranty claims can only be asserted if the software has been operated under the environmental conditions as specified in the product specification and if the defects reported are reproducible or can be otherwise proved.

    5.4. The Licensee may only assert a warranty claim on grounds of obvious defects, if these are notified in writing within two weeks from delivery of the product or detection of the defect, without prejudice to the statutory regulations concerning the requirement for commercial transactions to immediately examine the product and give notice of such defects.

    5.5. The Licensee must report the defects in writing giving a detailed and understandable description of the same and supplying all relevant information needed for error recognition and analysis. In particular, they must indicate the conditions that led to the occurrence of the defect, its manifestation and its effects.

    5.6. The Licensor shall, if a defect subject to warranty exists, at its option improve the defective product or provide replacement (subsequent performance). As a rule, subsequent performance is provided in the form of repair of the defect within an appropriate period of time, the Licensor being required to make all measures needed for the repair of the defect available to the Licensee.

    5.7. Customer support services, error diagnosis of defects which clearly do not exist, correction of errors and faults which the Licensee is responsible for, as well as other corrections,

    © IT Process Maps GbR, 2017

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    alterations and additions which do not fall within the scope of the contract or are not required by law will only be provided by the Licensor after prior consultation with the Licensee and at extra cost. This applies likewise to the repair of defects resulting from program modifications, additions or other interventions performed by the Licensee themselves or by a third party.

    5.8.  Product modifications by the Licensee or a third party may