ITIL Processes & Functions

Service strategy process area has 5 processes:

Strategy management for IT services:
This process has 4 sequential activities which can be mentioned as performing strategic assessment,
generating strategy, executing strategy, measurement and evaluation.

Demand management:
This process has 4 sequential activities which can be mentioned as identifying sources of demand
and forecasting, analysing the patterns of business activity and user profiles, developing
differentiated offerings and managing operational demand.

Service portfolio management:

This process has 4 sequential activities which can be mentioned as definition of the services,
analysis of the services, approval and chartering of services.

Financial management for IT services:

This process has 3 sequential activities which can be mentioned as budgeting, accounting and
charging.
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Business relationship management:
This process has 3 sequential activities which can be mentioned as request and complaints handling,
opportunity identification, and managing business relationships.

Service design process area has 8 processes:

Service catalogue management:
This process has 4 sequential activities which can be mentioned as documenting service definition
and description, agreeing service catalogue contents, and finally producing and maintaining service
catalogue.

Availability management:
This process has 4 sequential activities which can be mentioned as monitoring availability, analyse
availability data, investigate service unavailability, availability planning, and finally review
availability and testing.

Information security management:

This process has 5 sequential activities which can be mentioned as understanding security
requirements, producing security policy, implementing security policy, assessing information assets
and risks, and finally reviewing security controls.

Service level management:

This process has 4 sequential activities which can be mentioned as understanding requirements and
drafting SLA’s, negotiating the SLA’s, define and standardize the SLA’s, and finally monitor and
report service performance.

Capacity management:
This process has 5 sequential activities which can be mentioned as monitor capacity and
performance data, analyse the capacity data, investigate capacity issues, define and revise capacity
plans, and finally review and optimize/improve capacity.

Design coordination:
This process has 4 sequential activities which can be mentioned as defining policies and methods,
planning resources and capabilities, managing design risks, and finally improving service design.

Supplier management:
This process has 5 sequential activities which can be mentioned as defining requirements,
evaluating suppliers, selection of suppliers, manage performance, and finally renew or terminate
contracts.

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IT service continuity management:
This process has 3 sequential activities which can be mentioned as develop requirements, develop
continuity plans, implement continuity plans, and finally invoking the continuity plan.

Service transition process area has 7 processes:

Transition planning and support:
This process has 5 sequential activities which can be mentioned as definition of transition strategy,
preparing for service transition, planning and coordinating service transition, and finally monitoring
and reporting progress.

Change management:
This process has 5 sequential activities which can be mentioned as registration and categorization,
risk and impact analysis, approval, coordinate change build and test, authorize change deployment,
and finally review and close change record.

Change evaluation:
This process has 3 sequential activities which can be mentioned as plan evaluation, evaluation of
predicted performance, and finally evaluating actual performance.

Release and deployment management:

This process has 5 sequential activities which can be mentioned as release planning, build and test
release, deployment, early life support, and finally review and closure.

Service asset and configuration management:

This process has 5 sequential activities which can be mentioned as management and planning, CI
identification, CI control, Status accounting and report, and finally verification and accounting.

Service validation and testing:

This process has 5 sequential activities which can be mentioned as planning and designing tests,
verifying test plans and designs, preparing test environments, performing tests, evaluating exit
criteria, and finally cleaning test environments and closure.

Knowledge management:
This process has 5 sequential activities which can be mentioned as defining knowledge
management strategy, identify and gather data sources, draft knowledge, technical review, editorial
review, and finally publish.

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Service operation process area has 5 processes:
Access management:
This process has 5 sequential activities which can be mentioned as access requisition, verification
and validation, provision of rights, monitoring the access, tracking the access and finally
deprovisioning the access.

Event management:
This process has 5 sequential activities which can be mentioned as event notification, event
detection, correlating and filtering events, categorization events, and finally event review and
closure.

Service request fulfillment:

This process has 5 sequential activities which can be mentioned as request registration, validating
request, categorize and prioritize request, review and authorize request, and finally request closure.

Incident management:
This process has 5 sequential activities which can be mentioned as incident registration &
categorization, prioritization, investigation and diagnosis, resolution, and finally closure.

Problem management:
This process has 5 sequential activities which can be mentioned as problem detection and logging,
categorization, investigation and diagnosis, and finally resolution and closure of problem.

Continual service improvement process area has 1 process:

Seven step improvement: This process has seven sequential steps which can be mentioned as
identify the strategy for improvement, define what you will measure, gather data, process data,
analyse information and data, present and use information, and implement improvement.

ITIL Functions
Function is a team or a group of people who perform a set of activities.
ITIL v3 defines four functions as Service Desk, Application management, Technical
Management, and Operations Management.

Service desk
This is a function who will be the first point or single point of contact for end user issues.

Application management
This is a function who will manage the application development and maintenance issues.

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Technical management
This is a function who will manage the technical expertise for the ITSM processes and operations.

Operations management
This is a function who will manage the day to day operations with respect to IT operations control
and IT facilities management.

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