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0:01:09 Who we are: The IT Process Maps team
0:02:36 The ITIL® Process Map: process templates in 4 layers of detail
0:04:17 Versions of the ITIL process model, e.g. the ITIL® Process Map for Visio
0:04:42 Top Level: Overview of the ITIL service lifecycle
0:06:57 Level 2: ITIL service lifecycle stages, e.g. Service Operation
0:07:56 Level 3: ITIL main processes, e.g. Incident Management
0:08:54 Level 4: ITIL process flows in BPMN, e.g. "Incident Resolution by 1st Level Support"
0:09:13 Detailed process interfaces (process inputs and outputs)
0:10:06 Activity sequences and responsibilities, indicated by ITIL roles
0:12:50 Process and data objects shapes, and shape data fields
0:13:32 Introducing ITIL processes step by step: the status value
0:14:23 Data objects and related ITIL checklists, e.g. the "Incident Record"
0:15:14 ITIL document templates, e.g. the "Service Level Agreement (SLA)"
0:15:44 ITIL roles and responsibility/ accountability information in the process diagrams
0:16:13 The complete ITIL RACI matrix in Excel
0:17:37 Navigating the process model starting from a role perspective
0:18:41 Adapting the reference processes to the needs of your organization
0:19:34 Adding, changing and deleting process activities
0:20:18 Changing the shape layout using the Visio master shapes
0:21:12 Modifying descriptive information of processes or data objects
0:21:37 The Visio add-in
0:23:31 The ITIL repository in Excel
0:24:15 Adding new processes
0:26:33 Getting certified against ISO/IEC 20000 with the ITIL - ISO 20000 Bridge
0:27:02 ISO 20000 requirements
0:27:32 How to fulfill the ISO 20000 requirements
0:30:14 Summary: the contents of the ITIL Process Map
0:31:36 Technical support
0:32:03 The free ITIL Wiki