ITIL Processes

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Objective: The ITIL processes within IT Service Management (ITSM) ensure that IT Services are provided in a focused, client-friendly and cost-optimized manner. With their help, IT Services are clearly defined, success can be measured with regards to the service provision, and targeted improvement measures can be introduced where necessary.

ITIL Processes according to ITIL 2011

In ITIL 2011 (ITIL V3 2011 Edition) the ITIL processes are grouped into 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 a service's 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 2011 and 2007, IT Service Management according to ITIL version 2 was not organized around the service lifecycle. ITIL V2 contained the following "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.