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Information Technology Infrastructure Library (ITIL®) study guide mind map by Mind Map: Information Technology Infrastructure Library (ITIL®) study guide mind map
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Information Technology Infrastructure Library (ITIL®) study guide mind map

ITIL® is a registered trade mark of AXELOS Limited. ITIL® logo courtesy of the AXELOS Limited. Trademarks are properties of the holders, who are not affiliated with mind map author.

ITIL Maturity Model (IMM)

Watch: ITIL Maturity Model Subscriptions

ITIL® (formerly Information Technology Infrastructure Library) - process based standard and library (not methodology) of best practices and processes for IT Service Management (not IT management). ITIL® is one of the 12 recognized globally and practically proven management standards from AXELOS® Global Best Practice family of UK standards. ITIL is closely connected to BiSL® and ASL®2 standards and is seen as a complementary extension.

How ITIL® fits into AXELOS® Global Best Practices family of UK standards.

AXELOS® Global Best Practices family of standards from UK.

Since 2000 the Office of Government Commerce (OGC), former owner of PRINCE2® (and other Best Management Practices) has been the custodian of the portfolio on behalf of UKG. In June 2010 as a result of UKG reorganisation the Minister for the Cabinet Office announced that the PRINCE2® functions have moved into Cabinet Office.

see BiSL® mind map

see ASL®2 mind map


Value to customers

Service types

Classification of services

Service Package

Service Level Package (SLP)

Service Design Package (SDP)

Service Acceptance Criteria (SAC)

Service Catalogue

Service Catalogue Management (SCM)

Service Portfolio

Best Practice



Knowledge to achieve business objectives

Basic Definitions


Availability Management



Direct Costs

Fixed Costs



IT Governance

Indirect Costs

Market Space

Net Present Value (NPV)


RACI Model

Return on Investment (ROI)


Risk Management



Variable Cost


Access Manager

Account Manager

Applications Analyst/architect

Applications Manager/team-leader

Availability Manager

Build and test environment staff

Business Owner

Business Strategy Manager

CMS/tools Administrator

CSI Manager

CSI Reporting Analyst

Capacity Manager

Change Advisory Board (CAB)

Change Authority

Change Manager

Configuration Administrator/Librarian

Configuration Analyst

Configuration Control Board

Configuration Manager

Continuity Manager


Deployment staff

Early Life Support staff

Emergency Change Advisory Board (ECAB)

First line support

Generic Process Manager

Generic Process Owner

Generic Service Owner

IT Designer/Architect

IT Directorate

IT Facilities Manager

IT Operations Analyst

IT Operations Manager

IT Operator

IT Planner

IT Service Provider

IT Steering Group

Incident Manager

Knowledge Management process owner

Major Incident Team

Performance and Risk Evaluation Manager

Problem Management team

Problem Manager

Generic Process Practitioner

Product Manager

Release Packaging and Build Manager

Release and Deployment Manager

Role - a set of responsibilities, activities and authorities assigned to a person or team

Second line support

Security Manager

Service Asset Manager

Service Catalogue Manager

Service Design Manager

Service Desk Analyst

Service Desk Manager

Service Desk Supervisor

Service Level Manager

Service Manager

Service Provider

Service Test Manager

Service Transition Manager

Service Transition planning and support

Shift Leader

Super users


Supplier Manager

Technical Analyst/Architect

Technical Manager/team-leader

Technical Operator

Test Manager

Test Support team

Third line support



Process - a structured set of activities designed to accomplish a specific objective

Process characteristics

Process Model

IT services sourcing models




Other models (selected)

Service Level Management (SLM)

According to Sturm, Morris and JandeR, SLM is “The disciplined, proactive methodology and procedures used to ensure that adequate levels of service are delivered to all IT users in accordance with business priorities and at acceptable cost.”

Service Level Agreement (SLA)

Operational Level Agreement (OLA)

Underpinning Contract (UC)

Service Level Requirement (SLR)

Service Level Target (SLT)

SMART model

Acronym for helping to remember that targets in SLAs / OLAs and project plans should be

ITIL® Official publications

ITIL 5 Core publications

ITIL® Official resources

Copyright © AXELOS Limited.

ITIL® sample exams, available online

ITIL® examination syllabus

ITIL® glossary

ITIL® White Papers (selected)

ITIL® website

Service Lifecycle (5)

Additionally ITIL offers Complementary guidance which is a complementary set of official publications with guidance and best practices to different organizational types, operating models, technologies, architecture and industry sectors

ITIL is based on service lifecycle and consists of 5 core volumes

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement

Interactive ITIL® Glossary

Interactive ITIL® Glossary

This freeware, non-commercial mind map (aligned with the newest version of ITIL®) was carefully hand crafted with passion and love for learning and constant improvement as well for promotion the standard and library ITIL® and as a learning tool for candidates wanting to gain ITIL® qualification. (please share and give feedback - your feedback and comments are my main motivation for further elaboration. THX!)

Questions / issues / errors? What do you think about my work? Your comments are highly appreciated. Feel free to visit my website:

ITIL Qualification Scheme / ITIL Certification Roadmap

Selected benefits of using ITIL

Improving cooperation of IT – Business/Customer

Greater involvement of IT

Improve resource utilization

Decrease rework

Improve upon project deliverables and time

Improve availability, reliability and security of mission critical IT services

Provide services that meet business, customer, and user demands

Integrate central processes

Document and communicate roles and responsibilities in service provision

Real World Benefits of using ITIL

4Ps model

4Ps Model: IT service management requires effective and efficient use of 4 areas:

RACI Model

Helps to clearly define roles and responsibilities for each activity in a process





Watch: Demystifying ITIL 2011 (by Julie L. Mohr)

Policies and Strategies (44)

SD access control policy

SD anti-virus policy

SD asset disposal policy

ST Asset Management policy

SD backup and recovery strategy,

SO Backup and Restore strategy

ST Change Management policy

CSI communication strategy

ST Communication Strategy

ST Configuration Management policy

CSI continual improvement strategy

SO cost strategy

SD delivery strategy

SD document classification policy

SD e-mail policy

SD environmental strategy

SD information classification policy

SD internet policy

SD IT Service Continuity Strategy

SD ITSCM policy

ST Knowledge Management strategy

SO Operations Strategy

SD password control policy

SD procurement and contract policy

ST release policy

SD remote access policy

CSI Reporting policy

ST retention policy

SD Risk Management Policy

SD Security Policy

SD security strategy.

ST Service Asset and Configuration Management strategy.

ST service quality policy

SO Service Strategy

ST Service Transition policy

SS sourcing strategy

ST Stakeholder management strategy

SD strategy for the acquisition and management of IT assets

SD Supplier and contracts strategy

SD supplier policy

SD supplier strategy

ST Test strategy

ST Transition strategy

SD virus policy