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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™

The ITIL® Process Map 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 release the Licensor from any warranty obligation, depending on the nature of the modifications.

    5.9.  The limitation period for claims based on material defects is - with the exception of claims for damages - 12 months.

    6. Limitation of liability

    6.1. The Licensor shall not be liable for any damages of any kind arising out of the use of the products or other information provided to the Licensee. The information provided in the products was compiled with the greatest of diligence. It is for the guidance of the Licensee and it is incumbent upon the Licensee to evaluate this information in the context of their particular business to ensure its suitability and applicability and to make appropriate adjustments if these are required.

    7. Licensee obligations

    7.1.  The Licensee will appoint a responsible contact authorized to take decisions on behalf of the Licensee which are binding for the Licensee or to bring about such decisions without delay. The contact person shall be at the Licensor’s disposal for all necessary information.

    7.2.  The Licensee acknowledges that the products including the documentation and other documents are copyrighted.

    7.3.  The Licensee will ensure that use of the product will not go beyond the rights of use granted under the present agreement. In order to secure their legal copyright position, the Licensor is entitled to take appropriate measures in order to provide themselves with, or request from the Licensee proof of compliance with the scope of license agreed under the present agreement. Non-adherence to these provisions shall entitle the Licensor to termination without notice of the contract of use.

    7.4.  Moreover, the Licensee will inform the Licensor without delay if they are aware of any risk or incidence of unauthorized access in their area.

    8. Final provisions

    8.1.  If any provision of these License Conditions is held or becomes invalid, the validity of the remaining provisions or agreements shall not be affected or impaired thereof.

    8.2.  Waiver: The terms of this Agreement may be waived only in writing and no failure or delay in enforcing rights hereunder shall be construed as a waiver. The waiver by either of the parties of any breach of any provision hereof by the other party shall not be construed to be either a waiver of any succeeding breach of any such provision or a waiver of the provision itself.

    8.3.  Force Majeure: Either party shall be excused from fulfillment of any obligation under this Agreement (other than payment obligations) only to the extent that and for so long as such performance is prevented or delayed by any cause beyond its reasonable control. In such event or cause, the obligated party shall promptly notify the other party who may extend the time of performance required to remedy such breach, to an amount equal to the time loss caused by the event.

    8.4.  The place of jurisdiction shall be the court having jurisdiction over IT Process Map GbR’s registered office.

    8.5. The present contract and the legal relations between the contractual partners resulting thereof are subject to German law excluding UN purchasing law.

    IT Process Maps GbR
    Dipl.-Ing. Stefan Kempter and Dr. Andrea Kempter Schoenauer Str. 57
    88131 Lindau (Bodensee)
    Tel. +49 8382 2809303
    Fax +49 8382 2809305 |

    © 2017 IT Process Maps GbR

    © IT Process Maps GbR, 2017 Page 2 of 2

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