IT Infrastructure Library

ITIL Processes


Service Strategy

Process Objective: To decide on a strategy to serve customers. Starting from an assessment of customer needs and the market place, the Service Strategy process determines which services the IT organization is to offer and what capabilities need to be developed. Its ultimate goal is to make the IT organization think and act in a strategic manner.

Strategy Management for IT Services
The objective of ITIL Strategy Management for IT Services is to assess the service provider’s offerings, capabilities, competitors as well as current and potential market spaces in order to develop a strategy to serve customers. Once the strategy has been defined, ITIL Strategy Management is also responsible for ensuring the implementation of the strategy.
• Strategic Service Assessment
• Service Strategy Definition
• Service Strategy Execution

Service portfolio management
The objective of ITIL Service Portfolio Management is to manage the service portfolio. Service Portfolio Management ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment.
• Define and Analyze new or changed Services
• Approve new or changed Services
• Service Portfolio Review

Demand Management
The objective of ITIL Demand Management aims to understand, anticipate and influence customer demand for services. Demand Management works with Capacity Management to ensure that the service provider has sufficient capacity to meet the required demand.

Financial management for IT services
The objective of ITIL Financial Management for IT Services is to manage the service provider’s budgeting, accounting and charging requirements.
• Financial Management Support
• Financial Planning
• Financial Analysis and Reporting
• Service Invoicing

Business relationship management
Business Relationship Management aims to maintain a positive relationship with customers. ITIL Business Relationship Management identifies the needs of existing and potential customers and ensures that appropriate services are developed to meet those needs.
• Maintain Customer Relationships
• Identify Service Requirements
• Sign up Customers to Standard Services
• Customer Satisfaction Survey
• Handle Customer Complaints
• Monitor Customer Complaints

Service Design

Process Objective: To design new IT services. The scope of the process includes the design of new services, as well as changes and improvements to existing ones.

Design coordination
ITIL Design Coordination aims to coordinate all service design activities, processes and resources. Design Coordination ensures the consistent and effective design of new or changed IT services, service management information systems, architectures, technology, processes, information and metrics.
• Design Coordination Support
• Service Design Planning
• Service Design Coordination and Monitoring
• Technical and Organizational Service Design
• Service Design Review and RFC Submission

Service catalogue management
The objective of ITIL Service Catalogue Management aims to ensure that a Service Catalogue is produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally. Service Catalogue Management provides vital information for all other Service Management processes: Service details, current status and the services’ interdependencies.

Service level management
ITIL Service Level Management aims to negotiate Service Level Agreements with the customers and to design services in accordance with the agreed service level targets. Service Level Management is also responsible for ensuring that all Operational Level Agreements and Underpinning Contracts are appropriate, and to monitor and report on service levels.
• Maintenance of the SLM Framework
• Identification of Service Requirements
• Agreements Sign-off and Service Activation
• Service Level Monitoring and Reporting

Risk Management
The objective of ITIL Risk Management is to identify, assess and control risks. This includes analyzing the value of assets to the business, identifying threats to those assets, and evaluating how vulnerable each asset is to those threats.
• Risk Management Support
• Business Impact & Risk Analysis
• Assessment of Required Risk Mitigation
• Risk Monitoring

Capacity management
ITIL Capacity Management aims to ensure that the capacity of IT services and the IT infrastructure is able to deliver the agreed service level targets in a cost effective and timely manner. Capacity Management considers all resources required to deliver the IT service, and plans for short, medium and long term business requirements.
• Business Capacity Management
• Service Capacity Management
• Component Capacity Management
• Capacity Management Reporting

Availability management
ITIL Availability Management aims to define, analyze, plan, measure and improve all aspects of the availability of IT services. Availability Management is responsible for ensuring that all IT infrastructure, processes, tools, roles etc are appropriate for the agreed availability targets.
• Design Service for Availability
• Availability Testing
• Availability Monitoring and Reporting

IT service continuity management
IT Service Continuity Management (ITSCM) aims to manage risks that could seriously impact IT services. ITSCM ensures that the IT service provider can always provide minimum agreed Service Levels, by reducing the risk from disaster events to an acceptable level and planning for the recovery of IT services. ITSCM should be designed to support Business Continuity Management.
• ITSCM Support
• Design Services for Continuity
• ITSCM Training and Testing
• ITSCM Review

Information security management
Information Security Management aims to ensure the confidentiality, integrity and availability of an organization’s information, data and IT services. ITIL Security Management usually forms part of an organizational approach to security management which has a wider scope than the IT Service Provider.
• Design Security Controls
• Security Testing
• Management of Security Incidents
• Security Review

Compliance Management
ITIL Compliance Management aims to ensure IT services, processes and systems comply with enterprise policies and legal requirements.

Architecture Management
ITIL Architecture Management aims to define a blueprint for the future development of the technological landscape, taking into account the service strategy and newly available technologies.

Supplier management
The objective of ITIL Supplier Management is to ensure that all contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.
• Provide the Supplier Management Framework
• Evaluate and Establish new Suppliers and Contracts
• Processing of Standard Orders
• Supplier and Contract Review
• Contract Renewal and Termination

Service Transition

Process Objective: To build and deploy IT services. Service Transition also makes sure that changes to services and Service Management processes are carried out in a coordinated way.

Change management
ITIL Change Management aims to control the lifecycle of all Changes. The primary objective of Change Management is to enable beneficial Changes to be made, with minimum disruption to IT services.
• Change Management Support
• Assessment of Change Proposals
• RFC Logging and Review
• Change Scheduling and Authorization
• Change Deployment
• Post Implementation Review and Change Closure

Project Management (Transition planning and support)
ITIL Project Management (Transition Planning & Support) aims to plan and coordinate the resources to deploy a major Release within the predicted cost, time and quality estimates.
• Project Initiation
• Project Planning and Coordination
• Project Control
• Project Reporting and Communication

Applciation Development
ITIL Application Development aims to make available applications and systems which provide the required functionality for IT services. ITIL Application Development includes the development and maintenance of custom applications as well as the customization of products from software vendors.

Release management
ITIL Release and Deployment Management aims to plan, schedule and control the movement of releases to test and live environments. The primary goal of Release Management and Deployment Management is to ensure that the integrity of the live environment is protected and that the correct components are released.
• Release Management Support
• Release Planning
• Release Build
• Release Deployment
• Early Life Support
• Release Closure

Service Validation and Testing
The objective of ITIL Service Validation and Testing is to ensure that deployed Releases and the resulting services meet customer expectations, and to verify that IT operations is able to support the new service.
• Test Model Definition
• Release Assessment
• Release Testing
• Service Acceptance Testing

Service asset and configuration management
ITIL Service Asset and Configuration Management aims to maintain information about Configuration Items required to deliver an IT service, including their relationships.
• Configuration Identification
• Configuration Control
• Configuration Verification and Audit

Knowledge management
ITIL Knowledge Management aims to gather, analyze, store and share knowledge and information within an organization. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.


Service Operation

Process Objective: To make sure that IT services are delivered effectively and efficiently. The Service Operation process includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.

Event management
The objective of ITIL Event Management is to make sure CIs and services are constantly monitored. ”Event Management” aims to filter and categorize Events in order to decide on appropriate actions if required.
• Maintenance of Event Monitoring Mechanisms and Rules
• Event Filtering and 1st Level Correlation
• 2nd Level Correlation and Response Selection
• Event Review and Closure

Incident management
ITIL Incident Management aims to manage the lifecycle of all Incidents. The primary objective of Incident Management is to return the IT service to users as quickly as possible.
• Incident Management Support
• Incident Logging and Categorization
• Immediate Incident Resolution by 1st Level Support
• Incident Resolution by 2nd Level Support
• Handling of Major Incidents
• Incident Monitoring and Escalation
• Incident Closure and Evaluation
• Pro-Active User Information
• Incident Management Reporting

Request fulfilment
The objective of ITIL Request Fulfilment aims to fulfill Service Requests, which in most cases are minor (standard) Changes (e.g. requests to change a password) or requests for information.
• Request Fulfilment Support
• Request Logging and Categorization
• Request Model Execution
• Request Monitoring and Escalation
• Request Closure and Evaluation

Access management
ITIL Access Management aims to grant authorized users the right to use a service, while preventing access to non-authorized users. The Access Management processes essentially execute policies defined in [[IT Security Management | Information Security Management]]. Access Management is sometimes also referred to as ”Rights Management” or ”Identity Management”.
• Maintenance of Catalogue of User Roles and Access Profiles
• Processing of User Access Requests

Problem management
The objective of ITIL Problem Management is to manage the lifecycle of all Problems. The primary objectives of Problem Management are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented. Proactive Problem Management analyzes Incident Records, and uses data collected by other IT Service Management processes to identify trends or significant Problems.
• Proactive Problem Identification
• Problem Categorization and Prioritization
• Problem Diagnosis and Resolution
• Problem and Error Control
• Problem Closure and Evaluation
• Major Problem Review
• Problem Management Reporting

Continual Service Improvement

Process Objective: To use methods from quality management in order to learn from past successes and failures. The Continual Service Improvement process aims to continually improve the effectiveness and efficiency of IT processes and services, in line with the concept of continual improvement adopted in ISO 20000.

Service Review
The ITIL Service Review process aims to review business services and infrastructure services on a regular basis. The aim of this process is to improve service quality where necessary, and to identify more economical ways of providing a service where possible.

Process Evaluation
The objective of ITIL Process Evaluation aims to evaluate processes on a regular basis. This includes identifying areas where the targeted process metrics are not reached, and holding regular benchmarkings, audits, maturity assessments and reviews.
• Process Management Support
• Process Benchmarking
• Process Maturity Assessment
• Process Audit
• Process Control and Review

Definition of CSI Initiatives
The objective of the process Definition of CSI Initiatives is to define specific initiatives aimed at improving services and processes, based on the results of service reviews and process evaluations. The resulting initiatives are either internal initiatives pursued by the service provider on his own behalf, or initiatives which require the customer’s cooperation.

Monitoring of CSI Initiatives
The objective of the ITIL process Monitoring of CSI Initiatives is to verify if improvement initiatives are proceeding according to plan, and to introduce corrective measures where necessary.

ITIL Functions

IT Operations Control
IT Operations Control aims to monitor and control the IT services and their underlying infrastructure. The ITIL process IT Operations Control executes day-to-day routine tasks related to the operation of infrastructure components and applications. This includes job scheduling, backup and restore activities, print and output management, and routine maintenance.

Facilities Management
The objective of ITIL Facilities Management is to manage the physical environment where the IT infrastructure is located. IT Facilities Management includes all aspects of managing the physical environment, for example power and cooling, building access management, and environmental monitoring.

Application Management
ITIL Application Management is responsible for managing applications throughout their lifecycle. This process plays an important role in the application-related aspects of designing, testing, operating and improving IT services, as well as in developing the skills required to operate the IT organization’s applications. Application Management is an ongoing activity, as opposed to Application Development which is typically a one-time set of activities to construct applications.

Technical Management
ITIL Technical Management provides technical expertise and support for the management of the IT infrastructure. Technical Managements plays an important role in the technical aspects of designing, testing, operating and improving IT services, as well as in developing the skills required to operate the IT infrastructure required.

Processes & Function Definitions

Resources for more details, training & tools:

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