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ITIL Service Desk Management Best Practice Maps


How these maps were created

  1. Review the existing ITIL materials. The shear size and complexity of these documents means this step was repeated multiple times in order to get a complete understanding of the ITIL process.

  2. Create a high-level dashboard. The high-level dashboard gives a macro view of the entire ITIL process; each Task on the dashboard was then given its own sub-process.

  3. Create sub-processes from dashboard.  Once the dashboard outlined each sub-process, Tasks involved in the individual sub-processes were defined.

  4. Define Roles, Guidelines and Resources for all Tasks.

  5. Create bookmarks. In order to represent all the information included in the ITIL document, yet abbreviate and simplify for everyone’s comprehension; we created bookmarks within the source document for each task shape that might require a more in depth understanding on how to perform the task. This reference documentation is included the finalized ITIL deliverables.

  6. Create Task Links and exception paths. The creation of Task Links and exception paths might be viewed in some aspects as the most important information added to the ITIL maps. Exception paths are rarely outlined well in text-based processes, yet determining what the right thing to do when something does not go according to plan is essential to prevent bottlenecks and mistakes occurring within the process.

  7. Define and refine Connectors. This involved created hyperlinks from each Connector to the correct Task and double-checking that each connector led to the correct Task. Each of these was in turn labeled to make it easy for the reader of web published versions of the maps.

  8. Publish ITIL map to the web. Once the entire map is complete and all hyperlinks are added, it is ready for web publishing. At this point, we can tailor the map to individual needs. If it is not necessary to show parts of the map (i.e. Roles, Task Link IDs, Guidelines, Resources, etc) these options can be turned off on the web-based version.


  • Simpler to follow, precise instructions: By using TaskMap, all the steps in a process are in visual format eliminating unnecessary word clutter that comes with a text based manual. A picture is worth a thousand words. The original ITIL Service Desk Management document was extremely long, therefore for anyone in the organization to have a complete understanding of the process, he/she would have to have read and reread the original ITIL Service Desk Management document several times. The ITIL Service Desk Management process map reduced the size of the process to 18 pages, thereby decreasing the complexity of knowledge and increasing the value of best practices.

  • A customizable ITIL template improves efficiency: This Service Desk Management template can be used and customized to your individual business needs. This means that all resources, guidelines and roles used to complete a process can be hyperlinked to the TaskMap. By customizing the ITIL Service Desk Management map, it becomes a dashboard for the entire process.

  • Time is money: The task completion time shows specific task times associated with each task. This allows the user to allocate the amount of time to each task as well as set a time goal to meet or beat. This function is useful for process analysis and improvement. By comparing reports to actual time values, it becomes easy to identify areas where bottlenecks and inefficiency are occurring so that effective solutions to resolve these issues are developed.

  • Creating a standard for best practices: The primary purpose of developing ITIL Service Desk Management best practice process maps is to create a standard for how business is done. Once a best practice is outlined in a TaskMap form it can be repeated effectively, thus creating useful information which can be used to further tweak and perfect processes.

  • Paper and storage savings: TaskMap eliminates the need for paper versions on repair information. With the ITIL documents being 100’s of pages long it is easy to define the savings created in office supplies. Printing copies of best practice documents can result in monumental supply costs.


Buy the ITIL Service Desk Management Process Maps
Buy the ITIL Service Desk Management Process Maps

View the ITIL Service Desk Process in HTML format View the ITIL Service Desk Process in HTML format

Learn more about ITIL Processes with this short video explanation
Learn more about ITIL Processes with this short video explanation