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How to Create an ITIL Diagram?

11th Sep, 2023
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    How to Create an ITIL Diagram?

    An ITIL diagram is a visual representation that gives your organization a clear view of all the processes and tasks involved in delivering IT services. ITIL diagram is a tool that can be used by anyone who works in IT to visually map out the entire service lifecycle, from planning and requirements gathering through to release and post-launch support. 

    The diagram provides a central location for all stakeholders to understand how all IT functions and processes are interrelated. It also illustrates how changes in one area can impact other areas, enabling them to identify bottlenecks and potential issues before they become major. An ITIL diagram can also serve as a useful training tool for new employees, allowing them to see at a glance how their work fits into the bigger picture. 

    ITIL Diagram  

    The ITIL (IT Infrastructure Library) diagram is a visual representation of how IT infrastructure fits together. This chart can help organizations understand the interdependencies and relationships between various components of an IT infrastructure and how changes in one piece affect the other. 

    ITIL Diagram

    The ITIL diagram consists of six core sections.  

    1. Service management 
    2. Process management 
    3. Technology layer 
    4. Physical infrastructure layer 
    5. Business capabilities layer 
    6. Business value layer

    Each section is represented by one or more concentric circles connected by lines. The outermost circle represents the service management layer (often referred to as “the cloud”), which includes all areas of implementation that affect how services are delivered to end-users. The process management circle represents all the areas within an organization responsible for IT services’ lifecycle management (including planning, procurement and deployment). 

    The technology circle constitutes the areas responsible for selecting and implementing technology solutions. The physical infrastructure circle represents the areas accountable for ensuring the availability and reliability of physical hardware and software. The business capabilities circle constitutes the areas responsible for providing the skills, resources and expertise necessary to deliver IT services in a cost-effective manner. Finally, the business value circle represents the areas accountable for collecting and analyzing metrics on how well IT services deliver business value back to the organization. Each section contains one or more circles representing different aspects of the overall IT infrastructure. For more information, check out the ITIL course online to build skills in utilizing ITIL to enable enterprises to deliver IT services to customers successfully. 

    Benefits of Using an ITIL Diagram  

    ITIL is a process management framework that provides a standard set of processes and best practices for IT service management. 

    By using an ITIL diagram, you can visualize the key processes involved in managing your IT organization and their dependencies on one another. It can also highlight any potential bottlenecks in your IT operations, which can help you identify improvement areas. 

    The benefits of using an ITIL diagram include: 

    • Increased efficiency and reduced waste in your IT operations 
    • Increased alignment between IT teams and business units 
    • Improved visibility into the entire technology landscape 
    • Improved communication between IT and business stakeholders 

    Using an ITIL diagram can also help create a shared understanding of the key processes involved in managing IT. The organization members can then use this shared understanding to drive performance improvements. 

    Contents of the ITIL Diagram  

    The ITIL Diagram is a “three-act play” format designed to help practitioners understand the various elements that make up an IT service delivery lifecycle. In its simplest form, the diagram consists of three concentric rings: Service Strategy, Service Design and Service Transition. 

    In each of these rings, a number of dependencies must be considered if the overall procedure is to run smoothly. For example, in planning for a new service delivery pilot, it’s important to ensure all stakeholders are aligned on the requirements for the pilot; otherwise, resources may be wasted on projects with little chance of success. 

    ITIL Diagram

    The diagram also includes seven primary components.  

    • Initiating Process (the start of a lifecycle) 
    • Monitoring Process (ongoing assessment of performance) 
    • Controlling Process (implementation and monitoring of new services) 
    • Optimizing Process (continuous improvement) 
    • Maintaining Process (continuing support and maintenance) 
    • Reviewing Process (getting feedback and assessing impact) 

    While most ITIL practitioners will likely recognize some or all of these elements, it’s important to note that the diagram doesn’t necessarily represent an exact blueprint for every IT service delivery lifecycle. Rather, it’s meant to serve as a framework for helping practitioners better understand their processes and those across their organizations. 

    How to Create an ITIL Diagram 

    The main purpose of an ITIL diagram is to show the relationships between all ITIL processes and how they are interrelated. An ITIL diagram visually represents ITIL’s Service Strategy, Continual Service Improvement, and Incident and Problem Management process. The diagram’s purpose is to capture the key ITIL processes and interdependencies visually. 

    The diagram should be designed using appropriate symbols to represent the key processes. For example, a service delivery process symbol should be used if the diagram represents a service delivery process. If the diagram represents an incident or problem management process, an incident or problem management process symbol should be used. 

    Each process symbol should be connected to its parent process symbol by a line representing the flow, and arrows could also be used to represent the flow between the two process symbols. 

    Tools to Create an ITIL Diagram  

    1. Microsoft Visio®  

    ITIL is a framework for understanding and improving IT service management. Visio is the tool used to create diagrams that illustrate the key concepts of ITIL. Visio is a software application that allows you to draw freehand shapes, text, and images on the screen. Visio makes it easy to create professional-looking diagrams that can be shared with stakeholders and internal teams. 

    There are three basic steps involved in creating an ITIL diagram: 

    1. Create a new Visio document or open an existing one. 
    2. Start drawing by selecting from various shapes and adding text, images, or links. 
    3. Save your diagram when it is finished. 

    Visio can be used on both desktop computers and mobile devices such as tablets. You can use Visio online (via your computer or tablet) as long as you have access to a web browser. You can also save your diagram on your computer and access it later using cloud storage services like Dropbox or Google Drive. 

    2. ARIS Process Platform™  

    ARIS Process Platform™ is a tool created by ARIS. It represents a service life cycle, which includes the processes involved in creating and managing IT services. You can use it to plan, implement, and monitor your IT infrastructure. It helps you understand the relationships between processes, shows how changes affect them and allow you to make improvements. 

    The steps to follow are: 

    1. Define the overall goals for your ITIL-based process. What do you want to achieve? What needs to be done? Who is involved? 
    2. Map your processes into blocks (or boxes) representing their functions and deliverables. Organize them into logical groups that make sense to you. Create separate sections for each function or process within your organization. For example, if you have an automated login system, separate it into “login” and “account management” sections. If you have a database application, create an area for “database creation,” “data retrieval,” “data storage,” “data maintenance,” etc. 
    3. Add information about each block (box) to show its purpose, requirements, operations and other details necessary for its proper functioning. These may include any dependencies or prerequisites needed before it can be fully operational (i.e., connecting to another system). 
    4. Include the main activities (or tasks) and then perform the End-to-End Testing. 

    3. Primero™ 

    An ITIL Primero™ diagram is a key tool for ITIL implementation teams. This visual tool shows the step-by-step process for delivering ITIL services and ensures that all team members understand what they need to do. It can be used to communicate between different groups such as business analysts, service owners, and technicians. It also helps clarify roles and responsibilities, identify bottlenecks, and track progress toward goals. 

    In order to create an ITIL Primero™ diagram, follow these steps: 

    1. Create a list of the major steps in the process. 
    2. Define each step’s purpose and responsibilities. 
    3. Draw each step on a separate sheet of paper in the following order: 
    4. Action stage: What needs to happen to complete the action stage? For example, this could be creating or updating a service request. 
    5. Result stage: What results should be achieved at the end of the action stage? For example, this could be a successful delivery of any services requested by the customer or an automated test result confirming the software is working correctly. 
    6. Add arrows between each pair of stages if necessary. 

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    Different ITIL Diagram 

    ITIL is an acronym for the IT Infrastructure Library. It is an umbrella term that encompasses several different models and diagrams designed to help IT organizations deliver a high-quality digital service. There are a few main groups of ITIL diagrams: 

    1. Change Management Process Flow Diagram  

    Change management is the process of tracking, controlling and managing changes to an organization’s policies, procedures, technology and physical structure. 

    • It involves ensuring that all relevant parties know about and are aware of the change, how it will be implemented, how long it will take, who is responsible for making sure it happens, and what will happen if it doesn’t happen by the deadline. 
    • It also includes monitoring the impact of the change on people and systems to ensure that nothing unexpected or negative happens as a result of the change. 
    • In practical terms, this means tracking the work done by employees as they change their workflow, software or hardware; collecting information about those changes and correlating them with other data sources such as performance metrics and customer feedback to analyze and report on the impact of those changes. 
    • The primary goal of any successful change management process is to minimize risk while maximizing opportunity. 

    2. Service Desk Process Flow Diagram  

    The diagram above shows a typical process flow for a service desk. It can be used to show the workflow and responsibilities of different people involved in servicing a customer’s request. It shows how service requests are tracked, processed, escalated and resolved and how critical incidents are handled. 

    It’s important to keep your process clear and simple so all involved can understand it. It will help ensure that everything is done the first time correctly. 

    A service desk is an essential part of any business, whether big or small. Ultimately, it’s your responsibility to ensure it’s running smoothly. By keeping things organized and on track, you’ll be able to easily handle any issues that come up. 

    3. ITIL Framework Diagram 

    The ITIL framework diagram is key to understanding the structure of ITIL. This diagram shows the relationships between the various ITIL frameworks, including Service Strategy and Service Design. The goal of this diagram is to show the relationship between the ITIL frameworks and how they are related. 

    This diagram can help you understand how each ITIL framework contributes to an overall IT service management system. It can also help you identify gaps in your organization’s IT service management strategy. Get more information on courses for IT service management to grow your IT service management skills. 

    The relationship between Service Strategy and Service Design is especially important because it shows that these two frameworks are not independent of one another. They must work together to create an effective IT service management system. 

    The central goal of any IT service management system is to provide reliable, efficient, and high-quality IT services. This goal encompasses many aspects of IT service management, including project management, process improvement, and change management. Organizations must employ a range of best practices such as Service Strategy and Service Design to achieve this goal. 

    4. ITIL Release Management Process Flow Diagram  

    The ITIL release management process flow diagram is the overall process of managing a project’s progress from inception to completion. It encompasses all aspects of planning, execution, and post-launch activities. 

    There are many different components that make up a successful release management process. These include: 

    Planning - Before any work can begin on a new project, it must be planned. It includes setting goals for the project, determining the resources needed, and identifying potential risks. 

    Execution - The project can be executed once the planning phase is complete. It involves completing the planned work, along with any necessary follow-up tasks (such as testing). 

    Post-launch activities - After the launch has occurred and the project has been completed, several ongoing tasks need to be performed. These include monitoring results and analyzing data, responding to user feedback, and fixing issues as they arise. 

    5. ITIL Major Incident Management Process Flow Chart  

    The ITIL major incident management process flow chart is a visual representation of the tasks and activities that must be completed during a major incident. The process can be used to help organize teams and ensure they are working efficiently and effectively. It can also help prevent mistakes, such as duplicate entries in the wrong areas or missed tasks. 

    ITIL major incident management process flow chart: 

    • Assign responsibility. 
    • Gather information. 
    • Make decisions. 
    • Implement actions. 
    • Monitor progress. 

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    How are ITIL Diagram Templates Helpful?  

    Templates are an ITIL definition tool as they help IT service managers to visualize how the ITIL lifecycle model fits into the organization. 

    • They allow IT service managers to identify gaps and make necessary adjustments easily. 
    • Templates can be in the form of flowcharts, network diagrams, or service catalogs. 
    • They can also include other essential tools such as SLAs, NOCs, and change control. 

    The key advantages of using templates include.  

    • Anyone can create them, so there’s no need for ITIL certification or training to do so. 
    • They can be used in any stage of the ITIL lifecycle, from strategy to delivery. 
    • They save time by allowing IT service managers to streamline processes and remove redundancies. 


    The ITIL diagram is built around the Process-oriented view of IT service management. It maps out the entire ITIL lifecycle, using the processes of ITIL to ensure that IT services are properly managed and that they deliver value to the business. ITIL diagrams are used to clarify and document the processes involved in delivering IT services. Business owners can learn from the diagram to create a service level agreement that outlines how their organization will deliver IT services. Look at the KnowledgeHut ITIL course online to gain a more in-depth understanding of the topic. 

    Frequently Asked Questions (FAQs)

    1What is an ITIL diagram?

    An ITIL diagram is a visual representation of all the components that make up an IT service lifecycle. Different shapes symbolize different components, like a rectangle for a system, an oval for a process, or a diamond for an application. 

    2What are the 5 stages of ITIL?

    There are five stages of the ITIL service lifecycle: 

    • Service Strategy 
    • Service Design 
    • Service Transition 
    • Service Operation 
    • Continual Service Improvement 
    3What are the 4 functions of ITIL?

    ITIL is a management framework that can help IT organizations improve their effectiveness. The Uptime Institute developed ITIL to recognize how rapidly technology is changing and how important it is to stay up-to-date. 
    It focuses on four key functions: 

    • Service Strategy 
    • Service Delivery 
    • Continual Service Improvement 
    • IT Asset Management 
    4What is the ITIL life cycle?

    The ITIL lifecycle includes five main stages: 

    • Analysis 
    • Design 
    • Implementation 
    • Operation 
    • Maintenance (ADI-ADM) 

    Manikandan Mohanakrishnan


    Manikandan Mohanakrishnan is a highly skilled corporate trainer, consultant, and content developer with expertise in a wide range of areas including ITIL 4, PRINCE2, Agile/Scrum, PMP, DevOps, and soft skills. With a passion for delivering exceptional training experiences, Manikandan offers a comprehensive suite of training services covering service management, project management, business simulations, and more. With over 20+ years of experience, he has successfully facilitated numerous programs, including business communications, emotional intelligence, team building, and organizational change management. Manikandan's dedication to empowering individuals and organizations shines through his motivational talks and impactful training sessions.

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