Process Modeling and Simulation with ITIL Framework

Birchwood Solutions Limited, 2005. — 108 p. Process Modelling & Simulation within the ITIL Framework, posted by: Birchwood Solutions Limited. A new free ITIL Handbook for the Service Management Community. Birchwood Solutions Limited are pleased to announce the publication of a new free Handbook for the ITIL and Service Management community. Until quite recently all you could do is implement ITIL processes, and using your experience, slowly but surely tailor the flows of information a little, adjust resources to support the workload and tailor the processes over time. This approach is risky - you cannot afford service implementation to slip, or Quality of Service to be impacted. You need full assurance that your end-to-end processes actually work, and that you are convinced that the resources you have in place can cope with the workload, and that they fully support the organisational structure you have. However, imagine if you could simulate end-to-end processes and try out ‘what if’ scenarios, perhaps use Activity Based Costing within the model, identify the costs associated to each process, or even validate the business case for new service management tools. This approach enables the opportunity to simulate the real environment and test the processes, tools, resources and costs of the implementation thereby greatly reducing risks. Process Modelling & Simulation within the ITIL Framework considers the techniques and approaches available today and shows how they can be applied to implementing the ITIL Framework.