Lists 26 ITIL Processes & 4 ITIL Functions

ITIL Processes

ITIL v3 has 26 processes, which have been segregated into five process areas service strategy, service design, service transition, service operations, continual service improvement.
The process is a sequence of activities with inputs, triggers, and outputs and delivers specific outcomes to the customer.

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ITIL processes, 26 ITIL Processes

ITIL processes

The service strategy process area has 5 processes:

Strategy management for IT services:

This process has 4 sequential activities: performing a strategic assessment, generating strategy, executing strategy, measurement, and evaluation.

Demand management:

This process has 4 sequential activities, which can be mentioned as identifying demand and forecasting sources, analyzing 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 the services’ definition, 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.

Business relationship management:

This process has 3 sequential activities: request and complaints handling, opportunity identification, and managing business relationships.

The service design process area has 8 processes:

Service catalog management:

This process has 4 sequential activities: documenting service definition and description, agreeing on service catalog contents, and finally producing and maintaining service catalog.

Availability management:

This process has 4 sequential activities, which can be mentioned as monitoring availability, analyze 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 a 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 monitoring capacity and performance data, analyzing the capacity data, investigating capacity issues, defining and revising capacity plans, and finally reviewing and optimizing/improving ability.

Design coordination:

This process has 4 sequential activities: 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, selecting suppliers, manage performance, and finally renew or terminate contracts.

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.

The service transition process area has 7 processes:

Transition planning and support:

This process has 5 sequential activities, which can be mentioned as the definition of the 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: 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 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: 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: 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.

The service operation process area has 5 processes:

Access management:

This process has 5 sequential activities, which can be mentioned as access requisition, verification, validation, provision of rights, monitoring the access, tracking the entrance, and de-provisioning 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 the request, categorize and prioritize requests, review and authorize the right, 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, analyze information and data, present and use information, and implement improvement.

ITIL Functions

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

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ITIL Processes and Function, 26 ITIL Processes and 4 ITIL Functions

4 ITIL Functions

Service desk

This is a function that will be the first point or single point of contact for end-user issues.

Application management

This is a function that will manage the application development and maintenance issues.

Technical management

This is a function that will manage the technical expertise for the ITSM processes and operations.

Operations management

This function will manage the day-to-day operations concerning IT operations control and IT facilities management.

You may also be interested in reading ITIL V4 Processes and Model.

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