Ideally the process design for the ITSM process implementation should be created in three workshops. This involves in particular the understanding of the system of the “Plan, Do, Check, Act” principle, the configuration of the individual processes as well as the formulation of a coordinated target concept which is supported by the company and which serves as an input for customizing the ITSM tools and the training for the participating employees. Here, particular importance is attached to a company’s individual starting basis.

The objective is to implement the ITIL® best practice as well as the standards of the ISO 20000 norm within the organization. The aim is to illustrate interrelationships for the application of standards and best practice within an IT organization to profitable effect. Ideally this is done without any elaborate paper exercises but restricted to the essentials, respectively without creating additional costs but implemented directly in the day-to-day practice.