The IT process map, aligned towards the IT structural organization, promotes understanding of the system structure and contributes towards the use of uniform terms and their meaning, enabling the relevance of individual processes and their areas of influence to become clear. The IT process map is part of the Quality Management System and simultaneously an important communication aid. It shows which processes control, support and improve the service delivery. Five process domains are defined in order to categorize the higher level tasks in a transparent way:

• Management level/Processes
• Relationship with internal and external clients and suppliers
• Development processes for providing new or improved applications
• ITSM for delivery of the agreed IT services
• IT operation processes controlled by ITSM