ITIL Processes: Difference between revisions
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'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"> | '''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description">IT service providers implement <i>ITIL processes</i> to ensure their services are delivered in a customer-focused, quality-driven and economical way.</span></html> | ||
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===<span id="ITIL_V3_Processes">ITIL Processes according to ITIL | ===<span id="ITIL_V3_Processes">ITIL Processes according to ITIL V3</span>=== | ||
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<p id="ITIL_Processes_according_to_ITIL_2011"></p> | |||
[[Image:Itil-processes.jpg|thumb|350px|right|none|alt=ITIL processes|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-processes.jpg|Fig. 1: [https://wiki.en.it-processmaps.com/images/pdf/itil_v3_service_lifecycle_itil-process-map-v3.pdf ITIL Processes] - The ITIL Service Lifecycle]] | [[Image:Itil-processes.jpg|thumb|350px|right|none|alt=ITIL processes|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-processes.jpg|Fig. 1: [https://wiki.en.it-processmaps.com/images/pdf/itil_v3_service_lifecycle_itil-process-map-v3.pdf ITIL Processes] - The ITIL Service Lifecycle]] | ||
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<p><span itemprop="name" content="ITIL processes - The ITIL Service Lifecycle:" | <p><span itemprop="name" content="ITIL processes - The ITIL Service Lifecycle:">ITIL V3 (ITIL 2011) organizes the ITIL processes around the five service lifecycle stages:</span> Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement (see <a href="https://wiki.en.it-processmaps.com/images/7/75/Itil-processes.jpg" title="ITIL Processes: The ITIL V3 Service Lifecycle">fig. 1</a>). Each of the five stages is focused on a specific phase of the service lifecycle.</p> | ||
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<dl><dt><span id="ITIL_Processes_Strategy"><a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Strategy" title="ITIL Service Strategy" itemprop="itemListElement">Service Strategy</a></span> | <dl><dt><span id="ITIL_Processes_Strategy"><a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Strategy" title="ITIL Service Strategy" itemprop="itemListElement">Service Strategy</a></span> | ||
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[[Image:thumb_high_level_view_itil_v2_it_service_management.jpg|thumb|200px|left|link=https://wiki.en.it-processmaps.com/index.php/File:Thumb_high_level_view_itil_v2_it_service_management.jpg|alt=Processes ITIL V2|Fig. 2: The ITIL V2 Process Map showing the greater associations between the [https://en.it-processmaps.com/media/poster_itil_process_map.pdf ITIL Processes]]] | [[Image:thumb_high_level_view_itil_v2_it_service_management.jpg|thumb|200px|left|link=https://wiki.en.it-processmaps.com/index.php/File:Thumb_high_level_view_itil_v2_it_service_management.jpg|alt=Processes ITIL V2|Fig. 2: The ITIL V2 Process Map showing the greater associations between the [https://en.it-processmaps.com/media/poster_itil_process_map.pdf ITIL Processes]]] | ||
Unlike ITIL V3 | Unlike [[#ITIL_Processes_according_to_ITIL_V3|ITIL V3]], IT Service Management according to ITIL version 2 was not organized around the service lifecycle. ITIL V2 included two "disciplines": | ||
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==Notes== | ==Notes== | ||
<html>Is based on: <a href="https://en.it-processmaps.com/products/itil-process-map.html" title="The ITIL Process Map: Reference Process Model - ITIL V3 | <html>Is based on: <a href="https://en.it-processmaps.com/products/itil-process-map.html" title="The ITIL Process Map: Reference Process Model - ITIL V3" class="external text">ITIL reference processes from the ITIL Process Map</a></p> | ||
<p>By:  Stefan Kempter <a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p> | <p>By:  Stefan Kempter <a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p> | ||
Revision as of 14:00, 30 May 2019
Objective: IT service providers implement ITIL processes to ensure their services are delivered in a customer-focused, quality-driven and economical way.
ITIL Processes according to ITIL V3
ITIL V3 (ITIL 2011) organizes the ITIL processes around the five service lifecycle stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement (see fig. 1). Each of the five stages is focused on a specific phase of the service lifecycle.
- 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.
- 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.
- 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.
- 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.
- Continual Service Improvement - CSI
- 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.
ITIL Processes according to ITIL Version 2 (ITIL V2)
Unlike ITIL V3, IT Service Management according to ITIL version 2 was not organized around the service lifecycle. ITIL V2 included two "disciplines":
- Service Support
- The ITIL discipline Service Support provides all operative Processes necessary for the handling of Service interruptions and for the implementation of Changes; the availability of the IT Services is thereby guaranteed.
- Service Delivery
- The ITIL discipline Service Delivery ensures that binding rules for the operative Processes are in existence. It regulates the planning, contractual and financial topics.
Notes
Is based on: ITIL reference processes from the ITIL Process Map
By: Stefan Kempter 
, IT Process Maps.
Service Strategy › Service Design › Service Transition › Service Operation › Continual Service Improvement
