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An Introduction to FoxPRISM
Glossary of Terms
The Information Technology Infrastructure Library
The RACI Matrix
FoxPRISM RACI Matrix
All Process Roles
All Documentation
How to Use and Manage FoxPRISM
Four Dimensions
Organisations and people
Information and technology
Partners and suppliers
Value streams and processes
Service Value System
Guiding Principles
Focus on value
Start where you are
Progress iteratively with feedback
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical
Optimise and automate
Governance
Service Value Chain
Continual Improvement
General Management Practices
Architecture management
Process Key Elements
Process Maps
Architecture Management Process – Business Architecture
Architecture Management Process – Service Architecture
Architecture Management Process – Information Systems Architecture
Architecture Management Process – Technology Architecture
Architecture Management Process – Environmental Architecture
RACI Matrix
Continual improvement
Process Key Elements
Process Maps
Continual Service Improvement Process – Act
Continual Service Improvement Process – Check
Continual Service Improvement Process – Do
Continual Service Improvement Process – Plan
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Continual Improvement Summary
Documentation
Information security management
Process Key Elements
Process Maps
Information Security Management Process – Awareness, testing and Assessment
Information Security Management Process – Develop and Document Procedures
Information Security Management Process – Handle Information Security Incident
Information Security Management Process – Handle Information Security Issue
Information Security Management Process – Maintain Information Security Policy
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Information Security Management Summary
Documentation
Knowledge management
Process Key Elements
Process Maps
ITIL4 Knowledge Management Process – Establishing and Maintaining the Knowledge Environment
ITIL4 Knowledge Management Process – On-demand Information Discovery
ITIL4 Knowledge Management Process – Knowledge Asset Management
ITIL4 Knowledge Management Process – Identify and Document Knowledge
ITIL4 Knowledge Management Process – Publish and Maintain Knowledge
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Knowledge Management Summary
Documentation
Measurement and reporting
Process Key Elements
Process Maps
Service Reporting Process – Design the Report
Service Reporting Process – Determine Report Requirements
Service Reporting Process – Develop Service Report Catalogue
Service Reporting Process – Periodic Review of Service Report
Service Reporting Process – Produce the Report
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Service Reporting Summary
Documentation
Organisational change management
Portfolio management
Process Key Elements
Process Maps
Service Portfolio Management Process – Analyse
Service Portfolio Management Process – Approve
Service Portfolio Management Process – Charter
Service Portfolio Management Process – Define
RACI Matrix
Process Assessment
ISO20000 Requirements
Documentation
Project management
Relationship management
Process Key Elements
Process Maps
ITIL4 Relationship Management Process – Analysing Culture
ITIL4 Relationship Management Process – Key Principles
ITIL4 Relationship Management Process – Relationship Models
ITIL4 Relationship Management Process – Behaviour Patterns
ITIL4 Relationship Management Process – Review and Adjust
ITIL4 Relationship Management Process – Executing Models
ITIL4 Relationship Management Process – Relationship Reviews
ITIL4 Relationship Management Process – BRM Model
ITIL4 Relationship Management Process – New Service Reqs
ITIL4 Relationship Management Process – Customer Complaint
ITIL4 Relationship Management Process – Customer Compliment
ITIL4 Relationship Management Process – Customer Satisfaction
ITIL4 Relationship Management Process – Service Review Meetings
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Relationship Management Summary
Documentation
Risk management
Process Key Elements
Process Maps
Risk Management Process – Control Risk
Risk Management Process – Risk Action Plan and Treatment
Risk Management Process – Risk Identification
Risk Management Process – Risk Monitoring and Tracking
Risk Management Process – Risk Related Incident
RACI Matrix
ISO20000 Requirements
Documentation
Service financial management
Process Key Elements
Process Maps
Financial Management Process – Ad Hoc Budgeting
Financial Management Process – Annual Budgeting
Financial Management Process – Charging for IT Services
Financial Management Process – Costing of IT Services
Financial Management Process – Costs vs Budget
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Service Financial Management Summary
Documentation
Strategy management
Process Key Elements
Process Maps
Strategy Management Process – Process Map 2
Strategy Management Process – Process Map 3
Strategy Management Process – Measure and Evaluate
Strategy Management Process – Strategic Assessment, Collate Analysis Results
Strategy Management Process – Strategic Assessment, Perform External Analysis
Strategy Management Process – Strategic Assessment, Perform Internal Analysis
Strategy Management Process – Strategy Execution, Asset Alignment
Strategy Management Process – Strategy Execution, Funding
Strategy Management Process – Strategy Execution, Initiation
Strategy Management Process – Strategy Generation
RACI Matrix
Process Assessment
Assessment – Strategy Management Summary
ISO20000 Requirements
Supplier management
Process Key Elements
Process Maps
Supplier Management Process – Contract Development
Supplier Management Process – Ongoing Contract Monitoring
Supplier Management Process – Periodic Contract Reviews
Supplier Management Process – Report on Supplier Performance
Supplier Management Process – Requirements Gathering and Supplier Selection
Supplier Management Process – Supplier Review Meetings
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Supplier Management Summary
Documentation
Workforce and talent management
Process Key Elements
Process Maps
Human Resource Management Process – Perform Recruitment
Human Resource Management Process – Request for Human Resource
Human Resource Management Process – Training and Succession Planning
RACI Matrix
ISO20000 Requirements
Documentation
Job Descriptions
Service Management Practices
Availability management
Process Key Elements
Process Maps
ITIL4 Availability Management Process – Identify SA Requirements
ITIL4 Availability Management Process – Define Measurements
ITIL4 Availability Management Process – Availability Analysis
ITIL4 Availability Management Process – Planning and Designing
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Availability Management Summary
Documentation
Business analysis
Capacity and performance management
Process Key Elements
Process Maps
ITIL4 Capacity Management Process – Identify SCP Requirements
ITIL4 Capacity Management Process – Define Measurements
ITIL4 Capacity Management Process – SCP Analysis
ITIL4 Capacity Management Process – Planning and Designing
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Capacity Management Summary
Documentation
Change enablement
Process Key Elements
Process Maps
Change Control Process – Registration
Change Control Process – Standard Change
Change Control Process – Assessment
Change Control Process – Planning
Change Control Process – Realisation and Closure
Change Control Process – Change Optimisation
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Change Management Summary
Documentation
Incident management
Process Key Elements
Process Maps
Incident Management Process – Handle Major Incident
Incident Management Process – Incident Closure
Incident Management Process – Incident Diagnosis (Service Desk)
Incident Management Process – Incident Diagnosis (Support Team)
Incident Management Process – Incident Identification
Incident Management Process – Incident Resolution (Service Desk)
Incident Management Process – Incident Resolution (Support Team)
Incident Management Process – Record New Incident
Incident Management Process – Review of Incoming Events
Incident Management Process -Review Functional Escalation
Incident Management Process – Periodic Incident Review
RACI Matrix
Process Assessment
Assessment – ITIL4 Incident Management Summary
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Incident Management Summary
Documentation
Process Assessment (v3)
IT asset management
Process Key Elements
Process Maps
IT Asset Management Process – Define and Populate Asset Register
IT Asset Management Process – Maintain the Asset Register
IT Asset Management Process – Audit the Asset Register
RACI Matrix
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Service Asset Management Summary
Documentation
Monitoring and event management
Process Key Elements
Process Maps
ITIL4 Monitoring and Event Management Process – Monitoring Planning
ITIL4 Monitoring and Event Management Process – Event Handling
ITIL4 Monitoring and Event Management Process – Review
RACI Matrix
Process Assessment
ISO20000 Requirements
Documentation
Problem management
Process Key Elements
Process Maps
Problem Management Process – Problem Identification
Problem Management Process – Create or Update Problem Record
Problem Management Process – Review Problem Functional Escalation
Problem Management Process – Problem Investigation
Problem Management Process – Problem Resolution
Problem Management Process – Periodic Problem Review
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Problem Management Summary
Documentation
Release management
Process Key Elements
Process Maps
ITIL4 Release Management Process – Release Planning Review
ITIL4 Release Management Process – Release Planning Instance
ITIL4 Release Management Process – Coordinate Release Activities
RACI Matrix
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Release and Deployment Management Summary
Documentation
Service catalogue management
Process Key Elements
Process Maps
ITIL4 Service Catalogue Management Process – Define Maintain SC Data
ITIL4 Service Catalogue Management Process – Provide Maintain SC Views
ITIL4 Service Catalogue Management Process – Service Catalogue Feedback
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Service Catalogue Management Summary
Documentation
Service configuration management
Process Key Elements
Process Maps
Service Asset and Configuration Management Process – Cerification and Discrepancy Handling
Service Asset and Configuration Management Process – New or Modified Requirements
RACI Matrix
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Service Configuration Management Summary
Documentation
Service continuity management
Process Key Elements
Process Maps
ITIL4 Service Continuity Management Process – Scope and Policy
ITIL4 Service Continuity Management Process – Awareness and Exercise
ITIL4 Service Continuity Management Process – Business Impact Analysis
ITIL4 Service Continuity Management Process – Developing SC Plans
ITIL4 Service Continuity Management Process – Testing SC Plans Exercise
ITIL4 Service Continuity Management Process – Testing SC Plans Audit
ITIL4 Service Continuity Management Process – Response and Recovery
ITIL4 Service Continuity Management Process – Return to Normal
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Service Continuity Management Summary
Documentation
Service design
Process Key Elements
Process Maps
Design Coordination Process – Coordination; Manage Risks and Issues
Design Coordination Process – Create Service Design Package
Design Coordination Process – Define the Approach
Design Coordination Process – Ongoing Monitoring
Design Coordination Process – Process Map 2
Design Coordination Process – Receive Service Design Request
Design Coordination Process – Resource Planning
Design Coordination Process – Review and Improve
Design Coordination Process – SDP Review and Sign-off
RACI Matrix
Process Assessment
ISO20000 Requirements
Service desk
Process Key Elements
Process Maps
ITIL4 Service Desk Process – User Query Handling
ITIL4 Service Desk Process – Communicating to Users
ITIL4 Service Desk Process – Service Desk Optimisation
RACI Matrix
ISO20000 Requirements
Documentation
Service level management
Process Key Elements
Process Maps
Service Level Management Process – Requirements Definition
Service Level Management Process – Draft and Agree SLA
Service Level Management Process – Conduct SLA Review
Service Level Management Process – Service Quality
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Service Level Management Summary
Documentation
Service request management
Process Key Elements
Process Maps
ITIL4 Service Request Management Process – SR Identification
ITIL4 Service Request Management Process – Record New SR
ITIL4 Service Request Management Process – Fulfil SR_SD
ITIL4 Service Request Management Process – Review SR Func Escalation
ITIL4 Service Request Management Process – Fulfil SR_ST
ITIL4 Service Request Management Process – Service Request Review
RACI Matrix
Process Assessment
Assessment – ITIL4 Service Request Management Summary
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Service Request Management Summary
Documentation
Process Assessment (v3)
Service validation and testing
Process Key Elements
Process Maps
ITIL4 Service Validation and Testing Process – Approach and Models
ITIL4 Service Validation and Testing Process – Planning and Execution
ITIL4 Service Validation and Testing Process – Review and Closure
RACI Matrix
Process Assessment
ISO20000 Requirements
Documentation
Technical Management Practices
Deployment management
Process Key Elements
Process Maps
ITIL4 Deployment Management Process – Planning
ITIL4 Deployment Management Process – Execution
ITIL4 Deployment Management Process – Model Review New
ITIL4 Deployment Management Process – Model Review Existing
RACI Matrix
ISO20000 Requirements
Documentation
Infrastructure and platform management
Process Key Elements
Process Maps
Infrastructure and Platform Management Process – Proactive Provisioning
Infrastructure and Platform Management Process – Reactive Provisioning
RACI Matrix
Software development and management
ITSM Maturity Dashboard (ITIL4)
ISO20000 Compliance Dashboard
Fox IT Complementary Practices
Demand Management
Key Elements
Process Maps
Demand Management Process – Review Demand Patterns
Demand Management Process – Submit Request for Work
Demand Management Process – Submit Statement of Work
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Demand Management Summary
Documentation
Change Evaluation
Key Elements
Process Maps
Change Evaluation Process – Evaluate Actual Performance
Change Evaluation Process – Evaluate Predicted Performance
Change Evaluation Process – Planning for Change Evaluation
RACI Matrix
Process Assessment
ISO20000 Requirements
Security Patch Management
Key Elements
Process Maps
Security Patch Management Process – Patch Notification
Security Patch Management Process – Perform Review and Mitigation
Security Patch Management Process – Review Patch Implementation
Security Patch Management Process – Verification of the Software
RACI Matrix
ISO20000 Requirements
Software Asset Management
Key Elements
Process Maps
Software Asset Management Process – Review Software Usage
Software Asset Management Process – Approved Request
Software Asset Management Process – New Software Requirements
Software Asset Management Process – Perform Periodic Audits
RACI Matrix
ISO20000 Requirements
Documentation
Transition Planning and Support
Key Elements
Process Maps
Transition Planning and Support Process – Develop Transition Strategy
Transition Planning and Support Process – Lifecycle Management
Transition Planning and Support Process – Planning
Transition Planning and Support Process – Preparation
RACI Matrix
Process Assessment
ISO20000 Requirements
Documentation
Access Management
Key Elements
Process Maps
Access Management Process – Review Access Request
Access Management Process – Fulfil Access Request
RACI Matrix
Process Assessment
ISO20000 Requirements
Documentation
Major Incident Management
Process Maps
Major Incident Management Process – Additional Support for Major Incident
Major Incident Management Process – Major Incident Initation
Major Incident Management Process – Major Incident Monitoring
Major Incident Management Process – Major Incident Resolution
RACI Matrix
ISO20000 Requirements
Documentation
Major Incident Communications
Process Maps
Major Incident Communications Process – Initial Major Incident Communications
Major Incident Communications Process – Major Incident Progress Updates
Major Incident Communications Process – Major Incident Resolution Confirmation
RACI Matrix
Document Management
Key Elements
Process Maps
Document Management Process – Create Draft Document
Document Management Process – Internal Review of Draft Document
Document Management Process – Requester Review of Draft Document
RACI Matrix
ISO20000 Requirements
Documentation
The ITIL v3 Books
Service Strategy
Business Relationship Management
Process Key Elements
Process Maps
Business Relationship Management Process – Identify New Service Requirements
Business Relationship Management Process – Handle Customer Complaint
Business Relationship Management Process – Handle Customer Compliment
Business Relationship Management Process – Measure and Manager Customer Satisfaction
Business Relationship Management Process – Hold Service Review Meetings
RACI Matrix
Financial Management
Service Portfolio Management
Strategy Management
Service Design
Availability Management
Process Key Elements
Process Maps
Availability Management Process – Approve and Implement Availability Improvements
Availability Management Process – Availability Monitoring and Reporting
Availability Management Process – Availability Requirements
Availability Management Process – Identify Availability Breaches
Availability Management Process – Investigate Availability Breaches
Availability Management Process – Maintain Availability Plan
RACI Matrix
Capacity Management
Process Key Elements
Process Maps
Capacity Management Process – Capacity Assessment of Change
Capacity Management Process – Capacity Modelling and Trending
Capacity Management Process – Capacity Planning and implementation
Capacity Management Process – Capacity Requirements and Forecasts
Capacity Management Process – Capacity Tuning
Capacity Management Process – Maintain Capacity Management Information System
Capacity Management Process – Ongoing Monitoring
Capacity Management Process -Identify and Implement Capacity Monitoring Requirements
RACI Matrix
Design Coordination
Information Security Management
IT Service Continuity Management
Process Key Elements
Process Maps
IT Service Continuity Management Process – Maintain IT Service Continuity Strategy
IT Service Continuity Management Process – Implement and Test IT Service Continuity Strategy
IT Service Continuity Management Process – Invocation of IT Service Continuity Plans
IT Service Continuity Management Process – Post Invocation Review
RACI Matrix
Service Catalogue Management
Process Key Elements
Process Maps
Service Catalogue Management Process – Create / Update and Publish the Service Catalogue
Service Catalogue Management Process – Handle Service Catalogue Revision Requests
RACI Matrix
Service Level Management
Supplier Management
Service Transition
Change Management
Process Key Elements
Process Maps
Change Management Process – Build , Test and Implement Emergency RFC
Change Management Process – Change Request Approval (for Development)
Change Management Process – Change Request Approval (for Implementation)
Change Management Process – Change Request Assessment
Change Management Process – Change Request Build and Test
Change Management Process – Create and Approve Emergency RFC
Change Management Process – Create New Change Request
Change Management Process – Review Implemented Change Request
RACI Matrix
Documentation
Knowledge Management
Process Key Elements
Process Maps
Knowledge Management Process – Identify and Document Knowledge
Knowledge Management Process – Publish and Maintain Knowledge
RACI Matrix
Release & Deployment Management
REL – Key Elements
REL – Process Maps
Release Management Process – Release Planning
Release Management Process – Release Build and System Test
Release Management Process – Release User Acceptance Testing
Release Management Process – Release Post Implementation Review
REL – RACI Matrix
DEP – Key Elements
DEP – Process Maps
Deployment Management Process – Deployment Planning
Deployment Management Process – Deployment Distribution and Installation
DEP – RACI Matrix
Process Assessment
Assessment – Release and Deployment Management Summary
Risk Management
Service Asset & Configuration Management
Process Assessment
Assessment – Service Asset and Configuration Management Summary
Service Validation and Testing
Process Key Elements
Process Maps
Service Validation and Testing Process – Test Planning
Service Validation and Testing Process – Prepare for Testing
Service Validation and Testing Process – Perform Testing
Service Validation and Testing Process – Test Closure
RACI Matrix
Service Operation
Event Management
Process Key Elements
Process Maps
Event Management Process – Design Events and Configure Monitoring Tools
Event Management Process – Event Occurrence
Event Management Process – Event Closure
RACI Matrix
Incident Management
Problem Management
Request Fulfilment
Process Key Elements
Process Maps
Request Fulfilment Process – Service Request Identification
Request Fulfilment Process – Record New Service Request
Request Fulfilment Process – Fulfil Service Request (Service Desk)
Request Fulfilment Process – Review Service Request Functional Escalation
Request Fulfilment Process – Fulfil Service Request (Support Team)
RACI Matrix
Service Desk
Continual Service Improvement
Continual Service Improvement Process
Human Resource Management
Service Reporting
ISO/IEC 20000:2018
Key Elements
Service Management System
Context of the organisation
ISO20000 Assessment
ISO Assessment – Context of the Organisation Summary
Leadership
ISO20000 Assessment
ISO Assessment – Leadership Summary
Planning
ISO20000 Assessment
ISO Assessment – Planning Summary
Support of the SMS
ISO20000 Assessment
ISO Assessment – Support the SMS Summary
Operation of the SMS
ISO20000 Assessment
ISO Assessment – Operation of the SMS Summary
Performance evaluation
Clause 9.1 Assessment
ISO Assessment – Monitoring, Measurement, Analysis and Evaluation Summary
Clause 9.2 Assessment
ISO Assessment – Internal Audit Summary
Clause 9.3 Assessment
ISO Assessment – Management Review Summary
Improvement
ISO20000 Assessment
ISO Assessment – Improvement Summary
Documentation
Service Design and Transition
Process Maps
Service Design and Transition Process – Process Map 2
Service Design and Transition Process – Plan the Services
Service Design and Transition – Plan (part 1)
Service Design and Transition – Plan (part 2)
Service Design and Transition – Design (part 1)
Service Design and Transition – Design (part 2)
Service Design and Transition – Build and Transition (part 1)
Service Design and Transition – Build and Transition (part 2)
ISO20000 Assessment
ISO Assessment – Service Design and Transition Summary
RACI Matrix
Documentation
ISO/IEC 20000:2011
Key Elements
Service Management System
Management Responsibility
Governance of Processes Operated by Other Parties
Documentation Management
Resource Management
Establish and Improve the SMS
Design and Transition of New or Changed Services
Process Maps
Design and Transition of New or Changed Services Process – Process Map 2
Design and Transition of New or Changed Services Process – Planning (part 1)
Design and Transition of New or Changed Services Process – Planning (part 2)
Design and Transition of New or Changed Services Process – Planning (part 3)
Design and Transition of New or Changed Services Process – Design and Develop (part 1)
Design and Transition of New or Changed Services Process – Design and Develop (part 2)
Design and Transition of New or Changed Services Process – Transition (part 1)
Design and Transition of New or Changed Services Process – Transition (part 2)
RACI Matrix
Documentation
ISO/IEC 27001:2013
ISMS Family of Standards
Summary of Contents
Context of the organisation
Leadership
Planning
Support
Operation
Performance evaluation
Improvement
Objectives and Controls
ISO27001 Annex A5_1
ISO27001 Annex A6_1
ISO27001 Annex A6_2
ISO27001 Annex A7_1
ISO27001 Annex A7_2
ISO27001 Annex A7_3
ISO27001 Annex A8_1
ISO27001 Annex A8_2
ISO27001 Annex A8_3
ISO27001 Annex A9_1
ISO27001 Annex A9_2
ISO27001 Annex A9_3
ISO27001 Annex A9_4
ISO27001 Annex A10_1
ISO27001 Annex A11_1
ISO27001 Annex A11_2
ISO27001 Annex A12_1
ISO27001 Annex A12_2
ISO27001 Annex A12_3
ISO27001 Annex A12_4
ISO27001 Annex A12_5
ISO27001 Annex A12_6
ISO27001 Annex A12_7
ISO27001 Annex A13_1
ISO27001 Annex A13_2
ISO27001 Annex A14_1
ISO27001 Annex A14_2
ISO27001 Annex A14_3
ISO27001 Annex A15_1
ISO27001 Annex A15_2
ISO27001 Annex A16_1
ISO27001 Annex A17_1
ISO27001 Annex A17_2
ISO27001 Annex A18_1
ISO27001 Annex A18_2
Glossary of Terms
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Home
An Introduction to FoxPRISM
Glossary of Terms
The Information Technology Infrastructure Library
The RACI Matrix
FoxPRISM RACI Matrix
All Process Roles
All Documentation
How to Use and Manage FoxPRISM
Four Dimensions
Organisations and people
Information and technology
Partners and suppliers
Value streams and processes
Service Value System
Guiding Principles
Focus on value
Start where you are
Progress iteratively with feedback
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical
Optimise and automate
Governance
Service Value Chain
Continual Improvement
General Management Practices
Architecture management
Process Key Elements
Process Maps
Architecture Management Process – Business Architecture
Architecture Management Process – Service Architecture
Architecture Management Process – Information Systems Architecture
Architecture Management Process – Technology Architecture
Architecture Management Process – Environmental Architecture
RACI Matrix
Continual improvement
Process Key Elements
Process Maps
Continual Service Improvement Process – Act
Continual Service Improvement Process – Check
Continual Service Improvement Process – Do
Continual Service Improvement Process – Plan
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Continual Improvement Summary
Documentation
Information security management
Process Key Elements
Process Maps
Information Security Management Process – Awareness, testing and Assessment
Information Security Management Process – Develop and Document Procedures
Information Security Management Process – Handle Information Security Incident
Information Security Management Process – Handle Information Security Issue
Information Security Management Process – Maintain Information Security Policy
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Information Security Management Summary
Documentation
Knowledge management
Process Key Elements
Process Maps
ITIL4 Knowledge Management Process – Establishing and Maintaining the Knowledge Environment
ITIL4 Knowledge Management Process – On-demand Information Discovery
ITIL4 Knowledge Management Process – Knowledge Asset Management
ITIL4 Knowledge Management Process – Identify and Document Knowledge
ITIL4 Knowledge Management Process – Publish and Maintain Knowledge
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Knowledge Management Summary
Documentation
Measurement and reporting
Process Key Elements
Process Maps
Service Reporting Process – Design the Report
Service Reporting Process – Determine Report Requirements
Service Reporting Process – Develop Service Report Catalogue
Service Reporting Process – Periodic Review of Service Report
Service Reporting Process – Produce the Report
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Service Reporting Summary
Documentation
Organisational change management
Portfolio management
Process Key Elements
Process Maps
Service Portfolio Management Process – Analyse
Service Portfolio Management Process – Approve
Service Portfolio Management Process – Charter
Service Portfolio Management Process – Define
RACI Matrix
Process Assessment
ISO20000 Requirements
Documentation
Project management
Relationship management
Process Key Elements
Process Maps
ITIL4 Relationship Management Process – Analysing Culture
ITIL4 Relationship Management Process – Key Principles
ITIL4 Relationship Management Process – Relationship Models
ITIL4 Relationship Management Process – Behaviour Patterns
ITIL4 Relationship Management Process – Review and Adjust
ITIL4 Relationship Management Process – Executing Models
ITIL4 Relationship Management Process – Relationship Reviews
ITIL4 Relationship Management Process – BRM Model
ITIL4 Relationship Management Process – New Service Reqs
ITIL4 Relationship Management Process – Customer Complaint
ITIL4 Relationship Management Process – Customer Compliment
ITIL4 Relationship Management Process – Customer Satisfaction
ITIL4 Relationship Management Process – Service Review Meetings
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Relationship Management Summary
Documentation
Risk management
Process Key Elements
Process Maps
Risk Management Process – Control Risk
Risk Management Process – Risk Action Plan and Treatment
Risk Management Process – Risk Identification
Risk Management Process – Risk Monitoring and Tracking
Risk Management Process – Risk Related Incident
RACI Matrix
ISO20000 Requirements
Documentation
Service financial management
Process Key Elements
Process Maps
Financial Management Process – Ad Hoc Budgeting
Financial Management Process – Annual Budgeting
Financial Management Process – Charging for IT Services
Financial Management Process – Costing of IT Services
Financial Management Process – Costs vs Budget
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Service Financial Management Summary
Documentation
Strategy management
Process Key Elements
Process Maps
Strategy Management Process – Process Map 2
Strategy Management Process – Process Map 3
Strategy Management Process – Measure and Evaluate
Strategy Management Process – Strategic Assessment, Collate Analysis Results
Strategy Management Process – Strategic Assessment, Perform External Analysis
Strategy Management Process – Strategic Assessment, Perform Internal Analysis
Strategy Management Process – Strategy Execution, Asset Alignment
Strategy Management Process – Strategy Execution, Funding
Strategy Management Process – Strategy Execution, Initiation
Strategy Management Process – Strategy Generation
RACI Matrix
Process Assessment
Assessment – Strategy Management Summary
ISO20000 Requirements
Supplier management
Process Key Elements
Process Maps
Supplier Management Process – Contract Development
Supplier Management Process – Ongoing Contract Monitoring
Supplier Management Process – Periodic Contract Reviews
Supplier Management Process – Report on Supplier Performance
Supplier Management Process – Requirements Gathering and Supplier Selection
Supplier Management Process – Supplier Review Meetings
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Supplier Management Summary
Documentation
Workforce and talent management
Process Key Elements
Process Maps
Human Resource Management Process – Perform Recruitment
Human Resource Management Process – Request for Human Resource
Human Resource Management Process – Training and Succession Planning
RACI Matrix
ISO20000 Requirements
Documentation
Job Descriptions
Service Management Practices
Availability management
Process Key Elements
Process Maps
ITIL4 Availability Management Process – Identify SA Requirements
ITIL4 Availability Management Process – Define Measurements
ITIL4 Availability Management Process – Availability Analysis
ITIL4 Availability Management Process – Planning and Designing
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Availability Management Summary
Documentation
Business analysis
Capacity and performance management
Process Key Elements
Process Maps
ITIL4 Capacity Management Process – Identify SCP Requirements
ITIL4 Capacity Management Process – Define Measurements
ITIL4 Capacity Management Process – SCP Analysis
ITIL4 Capacity Management Process – Planning and Designing
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Capacity Management Summary
Documentation
Change enablement
Process Key Elements
Process Maps
Change Control Process – Registration
Change Control Process – Standard Change
Change Control Process – Assessment
Change Control Process – Planning
Change Control Process – Realisation and Closure
Change Control Process – Change Optimisation
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Change Management Summary
Documentation
Incident management
Process Key Elements
Process Maps
Incident Management Process – Handle Major Incident
Incident Management Process – Incident Closure
Incident Management Process – Incident Diagnosis (Service Desk)
Incident Management Process – Incident Diagnosis (Support Team)
Incident Management Process – Incident Identification
Incident Management Process – Incident Resolution (Service Desk)
Incident Management Process – Incident Resolution (Support Team)
Incident Management Process – Record New Incident
Incident Management Process – Review of Incoming Events
Incident Management Process -Review Functional Escalation
Incident Management Process – Periodic Incident Review
RACI Matrix
Process Assessment
Assessment – ITIL4 Incident Management Summary
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Incident Management Summary
Documentation
Process Assessment (v3)
IT asset management
Process Key Elements
Process Maps
IT Asset Management Process – Define and Populate Asset Register
IT Asset Management Process – Maintain the Asset Register
IT Asset Management Process – Audit the Asset Register
RACI Matrix
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Service Asset Management Summary
Documentation
Monitoring and event management
Process Key Elements
Process Maps
ITIL4 Monitoring and Event Management Process – Monitoring Planning
ITIL4 Monitoring and Event Management Process – Event Handling
ITIL4 Monitoring and Event Management Process – Review
RACI Matrix
Process Assessment
ISO20000 Requirements
Documentation
Problem management
Process Key Elements
Process Maps
Problem Management Process – Problem Identification
Problem Management Process – Create or Update Problem Record
Problem Management Process – Review Problem Functional Escalation
Problem Management Process – Problem Investigation
Problem Management Process – Problem Resolution
Problem Management Process – Periodic Problem Review
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Problem Management Summary
Documentation
Release management
Process Key Elements
Process Maps
ITIL4 Release Management Process – Release Planning Review
ITIL4 Release Management Process – Release Planning Instance
ITIL4 Release Management Process – Coordinate Release Activities
RACI Matrix
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Release and Deployment Management Summary
Documentation
Service catalogue management
Process Key Elements
Process Maps
ITIL4 Service Catalogue Management Process – Define Maintain SC Data
ITIL4 Service Catalogue Management Process – Provide Maintain SC Views
ITIL4 Service Catalogue Management Process – Service Catalogue Feedback
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Service Catalogue Management Summary
Documentation
Service configuration management
Process Key Elements
Process Maps
Service Asset and Configuration Management Process – Cerification and Discrepancy Handling
Service Asset and Configuration Management Process – New or Modified Requirements
RACI Matrix
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Service Configuration Management Summary
Documentation
Service continuity management
Process Key Elements
Process Maps
ITIL4 Service Continuity Management Process – Scope and Policy
ITIL4 Service Continuity Management Process – Awareness and Exercise
ITIL4 Service Continuity Management Process – Business Impact Analysis
ITIL4 Service Continuity Management Process – Developing SC Plans
ITIL4 Service Continuity Management Process – Testing SC Plans Exercise
ITIL4 Service Continuity Management Process – Testing SC Plans Audit
ITIL4 Service Continuity Management Process – Response and Recovery
ITIL4 Service Continuity Management Process – Return to Normal
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Service Continuity Management Summary
Documentation
Service design
Process Key Elements
Process Maps
Design Coordination Process – Coordination; Manage Risks and Issues
Design Coordination Process – Create Service Design Package
Design Coordination Process – Define the Approach
Design Coordination Process – Ongoing Monitoring
Design Coordination Process – Process Map 2
Design Coordination Process – Receive Service Design Request
Design Coordination Process – Resource Planning
Design Coordination Process – Review and Improve
Design Coordination Process – SDP Review and Sign-off
RACI Matrix
Process Assessment
ISO20000 Requirements
Service desk
Process Key Elements
Process Maps
ITIL4 Service Desk Process – User Query Handling
ITIL4 Service Desk Process – Communicating to Users
ITIL4 Service Desk Process – Service Desk Optimisation
RACI Matrix
ISO20000 Requirements
Documentation
Service level management
Process Key Elements
Process Maps
Service Level Management Process – Requirements Definition
Service Level Management Process – Draft and Agree SLA
Service Level Management Process – Conduct SLA Review
Service Level Management Process – Service Quality
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Service Level Management Summary
Documentation
Service request management
Process Key Elements
Process Maps
ITIL4 Service Request Management Process – SR Identification
ITIL4 Service Request Management Process – Record New SR
ITIL4 Service Request Management Process – Fulfil SR_SD
ITIL4 Service Request Management Process – Review SR Func Escalation
ITIL4 Service Request Management Process – Fulfil SR_ST
ITIL4 Service Request Management Process – Service Request Review
RACI Matrix
Process Assessment
Assessment – ITIL4 Service Request Management Summary
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Service Request Management Summary
Documentation
Process Assessment (v3)
Service validation and testing
Process Key Elements
Process Maps
ITIL4 Service Validation and Testing Process – Approach and Models
ITIL4 Service Validation and Testing Process – Planning and Execution
ITIL4 Service Validation and Testing Process – Review and Closure
RACI Matrix
Process Assessment
ISO20000 Requirements
Documentation
Technical Management Practices
Deployment management
Process Key Elements
Process Maps
ITIL4 Deployment Management Process – Planning
ITIL4 Deployment Management Process – Execution
ITIL4 Deployment Management Process – Model Review New
ITIL4 Deployment Management Process – Model Review Existing
RACI Matrix
ISO20000 Requirements
Documentation
Infrastructure and platform management
Process Key Elements
Process Maps
Infrastructure and Platform Management Process – Proactive Provisioning
Infrastructure and Platform Management Process – Reactive Provisioning
RACI Matrix
Software development and management
ITSM Maturity Dashboard (ITIL4)
ISO20000 Compliance Dashboard
Fox IT Complementary Practices
Demand Management
Key Elements
Process Maps
Demand Management Process – Review Demand Patterns
Demand Management Process – Submit Request for Work
Demand Management Process – Submit Statement of Work
RACI Matrix
Process Assessment
ISO20000 Requirements
ISO20000 Assessment
ISO Assessment – Demand Management Summary
Documentation
Change Evaluation
Key Elements
Process Maps
Change Evaluation Process – Evaluate Actual Performance
Change Evaluation Process – Evaluate Predicted Performance
Change Evaluation Process – Planning for Change Evaluation
RACI Matrix
Process Assessment
ISO20000 Requirements
Security Patch Management
Key Elements
Process Maps
Security Patch Management Process – Patch Notification
Security Patch Management Process – Perform Review and Mitigation
Security Patch Management Process – Review Patch Implementation
Security Patch Management Process – Verification of the Software
RACI Matrix
ISO20000 Requirements
Software Asset Management
Key Elements
Process Maps
Software Asset Management Process – Review Software Usage
Software Asset Management Process – Approved Request
Software Asset Management Process – New Software Requirements
Software Asset Management Process – Perform Periodic Audits
RACI Matrix
ISO20000 Requirements
Documentation
Transition Planning and Support
Key Elements
Process Maps
Transition Planning and Support Process – Develop Transition Strategy
Transition Planning and Support Process – Lifecycle Management
Transition Planning and Support Process – Planning
Transition Planning and Support Process – Preparation
RACI Matrix
Process Assessment
ISO20000 Requirements
Documentation
Access Management
Key Elements
Process Maps
Access Management Process – Review Access Request
Access Management Process – Fulfil Access Request
RACI Matrix
Process Assessment
ISO20000 Requirements
Documentation
Major Incident Management
Process Maps
Major Incident Management Process – Additional Support for Major Incident
Major Incident Management Process – Major Incident Initation
Major Incident Management Process – Major Incident Monitoring
Major Incident Management Process – Major Incident Resolution
RACI Matrix
ISO20000 Requirements
Documentation
Major Incident Communications
Process Maps
Major Incident Communications Process – Initial Major Incident Communications
Major Incident Communications Process – Major Incident Progress Updates
Major Incident Communications Process – Major Incident Resolution Confirmation
RACI Matrix
Document Management
Key Elements
Process Maps
Document Management Process – Create Draft Document
Document Management Process – Internal Review of Draft Document
Document Management Process – Requester Review of Draft Document
RACI Matrix
ISO20000 Requirements
Documentation
The ITIL v3 Books
Service Strategy
Business Relationship Management
Process Key Elements
Process Maps
Business Relationship Management Process – Identify New Service Requirements
Business Relationship Management Process – Handle Customer Complaint
Business Relationship Management Process – Handle Customer Compliment
Business Relationship Management Process – Measure and Manager Customer Satisfaction
Business Relationship Management Process – Hold Service Review Meetings
RACI Matrix
Financial Management
Service Portfolio Management
Strategy Management
Service Design
Availability Management
Process Key Elements
Process Maps
Availability Management Process – Approve and Implement Availability Improvements
Availability Management Process – Availability Monitoring and Reporting
Availability Management Process – Availability Requirements
Availability Management Process – Identify Availability Breaches
Availability Management Process – Investigate Availability Breaches
Availability Management Process – Maintain Availability Plan
RACI Matrix
Capacity Management
Process Key Elements
Process Maps
Capacity Management Process – Capacity Assessment of Change
Capacity Management Process – Capacity Modelling and Trending
Capacity Management Process – Capacity Planning and implementation
Capacity Management Process – Capacity Requirements and Forecasts
Capacity Management Process – Capacity Tuning
Capacity Management Process – Maintain Capacity Management Information System
Capacity Management Process – Ongoing Monitoring
Capacity Management Process -Identify and Implement Capacity Monitoring Requirements
RACI Matrix
Design Coordination
Information Security Management
IT Service Continuity Management
Process Key Elements
Process Maps
IT Service Continuity Management Process – Maintain IT Service Continuity Strategy
IT Service Continuity Management Process – Implement and Test IT Service Continuity Strategy
IT Service Continuity Management Process – Invocation of IT Service Continuity Plans
IT Service Continuity Management Process – Post Invocation Review
RACI Matrix
Service Catalogue Management
Process Key Elements
Process Maps
Service Catalogue Management Process – Create / Update and Publish the Service Catalogue
Service Catalogue Management Process – Handle Service Catalogue Revision Requests
RACI Matrix
Service Level Management
Supplier Management
Service Transition
Change Management
Process Key Elements
Process Maps
Change Management Process – Build , Test and Implement Emergency RFC
Change Management Process – Change Request Approval (for Development)
Change Management Process – Change Request Approval (for Implementation)
Change Management Process – Change Request Assessment
Change Management Process – Change Request Build and Test
Change Management Process – Create and Approve Emergency RFC
Change Management Process – Create New Change Request
Change Management Process – Review Implemented Change Request
RACI Matrix
Documentation
Knowledge Management
Process Key Elements
Process Maps
Knowledge Management Process – Identify and Document Knowledge
Knowledge Management Process – Publish and Maintain Knowledge
RACI Matrix
Release & Deployment Management
REL – Key Elements
REL – Process Maps
Release Management Process – Release Planning
Release Management Process – Release Build and System Test
Release Management Process – Release User Acceptance Testing
Release Management Process – Release Post Implementation Review
REL – RACI Matrix
DEP – Key Elements
DEP – Process Maps
Deployment Management Process – Deployment Planning
Deployment Management Process – Deployment Distribution and Installation
DEP – RACI Matrix
Process Assessment
Assessment – Release and Deployment Management Summary
Risk Management
Service Asset & Configuration Management
Process Assessment
Assessment – Service Asset and Configuration Management Summary
Service Validation and Testing
Process Key Elements
Process Maps
Service Validation and Testing Process – Test Planning
Service Validation and Testing Process – Prepare for Testing
Service Validation and Testing Process – Perform Testing
Service Validation and Testing Process – Test Closure
RACI Matrix
Service Operation
Event Management
Process Key Elements
Process Maps
Event Management Process – Design Events and Configure Monitoring Tools
Event Management Process – Event Occurrence
Event Management Process – Event Closure
RACI Matrix
Incident Management
Problem Management
Request Fulfilment
Process Key Elements
Process Maps
Request Fulfilment Process – Service Request Identification
Request Fulfilment Process – Record New Service Request
Request Fulfilment Process – Fulfil Service Request (Service Desk)
Request Fulfilment Process – Review Service Request Functional Escalation
Request Fulfilment Process – Fulfil Service Request (Support Team)
RACI Matrix
Service Desk
Continual Service Improvement
Continual Service Improvement Process
Human Resource Management
Service Reporting
ISO/IEC 20000:2018
Key Elements
Service Management System
Context of the organisation
ISO20000 Assessment
ISO Assessment – Context of the Organisation Summary
Leadership
ISO20000 Assessment
ISO Assessment – Leadership Summary
Planning
ISO20000 Assessment
ISO Assessment – Planning Summary
Support of the SMS
ISO20000 Assessment
ISO Assessment – Support the SMS Summary
Operation of the SMS
ISO20000 Assessment
ISO Assessment – Operation of the SMS Summary
Performance evaluation
Clause 9.1 Assessment
ISO Assessment – Monitoring, Measurement, Analysis and Evaluation Summary
Clause 9.2 Assessment
ISO Assessment – Internal Audit Summary
Clause 9.3 Assessment
ISO Assessment – Management Review Summary
Improvement
ISO20000 Assessment
ISO Assessment – Improvement Summary
Documentation
Service Design and Transition
Process Maps
Service Design and Transition Process – Process Map 2
Service Design and Transition Process – Plan the Services
Service Design and Transition – Plan (part 1)
Service Design and Transition – Plan (part 2)
Service Design and Transition – Design (part 1)
Service Design and Transition – Design (part 2)
Service Design and Transition – Build and Transition (part 1)
Service Design and Transition – Build and Transition (part 2)
ISO20000 Assessment
ISO Assessment – Service Design and Transition Summary
RACI Matrix
Documentation
ISO/IEC 20000:2011
Key Elements
Service Management System
Management Responsibility
Governance of Processes Operated by Other Parties
Documentation Management
Resource Management
Establish and Improve the SMS
Design and Transition of New or Changed Services
Process Maps
Design and Transition of New or Changed Services Process – Process Map 2
Design and Transition of New or Changed Services Process – Planning (part 1)
Design and Transition of New or Changed Services Process – Planning (part 2)
Design and Transition of New or Changed Services Process – Planning (part 3)
Design and Transition of New or Changed Services Process – Design and Develop (part 1)
Design and Transition of New or Changed Services Process – Design and Develop (part 2)
Design and Transition of New or Changed Services Process – Transition (part 1)
Design and Transition of New or Changed Services Process – Transition (part 2)
RACI Matrix
Documentation
ISO/IEC 27001:2013
ISMS Family of Standards
Summary of Contents
Context of the organisation
Leadership
Planning
Support
Operation
Performance evaluation
Improvement
Objectives and Controls
ISO27001 Annex A5_1
ISO27001 Annex A6_1
ISO27001 Annex A6_2
ISO27001 Annex A7_1
ISO27001 Annex A7_2
ISO27001 Annex A7_3
ISO27001 Annex A8_1
ISO27001 Annex A8_2
ISO27001 Annex A8_3
ISO27001 Annex A9_1
ISO27001 Annex A9_2
ISO27001 Annex A9_3
ISO27001 Annex A9_4
ISO27001 Annex A10_1
ISO27001 Annex A11_1
ISO27001 Annex A11_2
ISO27001 Annex A12_1
ISO27001 Annex A12_2
ISO27001 Annex A12_3
ISO27001 Annex A12_4
ISO27001 Annex A12_5
ISO27001 Annex A12_6
ISO27001 Annex A12_7
ISO27001 Annex A13_1
ISO27001 Annex A13_2
ISO27001 Annex A14_1
ISO27001 Annex A14_2
ISO27001 Annex A14_3
ISO27001 Annex A15_1
ISO27001 Annex A15_2
ISO27001 Annex A16_1
ISO27001 Annex A17_1
ISO27001 Annex A17_2
ISO27001 Annex A18_1
ISO27001 Annex A18_2
Glossary of Terms
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