Itil what is a process

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. 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.

Download This Template 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. The object of event management is to make sure configuration items and services are continually monitored and to filter and categorize events to determine the specific actions.

The objective of request management is to fulfil service requests. In many cases, they are minor changes for example, requests for changing a password. This function offers technical expertise and support for the management of the IT infrastructure. Application Management is a service that is responsible for managing applications throughout their lifecycle.

The goal is to maintain information about configuration items needed to deliver an IT service operations, including their relationships. It makes sure that IT services can recover and continue from a service incident. It helps to conduct business simper analysis to prioritize business recovery. Skip to content. What is ITIL? Report a Bug. Next Continue. This gives organizations more freedom to design tailor-made ITIL processes, in line with their specific requirements. But the arrival of ITIL 4, with its strong preference for reduced complexity and 'simple and practical solutions', provides an opportunity for a fresh start with leaner ITIL processes that are easier to use.

We describe such a leaner set of 19 service management processes in the YaSM Wiki. Each of the five stages is focused on a specific phase of the service lifecycle:. ITIL V2 included two "disciplines":.

These pillars include:. The formal definition of itil change management is:. Change management is ultimately a balancing act between the need for speed and the management of inherent risks associated with a change.

This unwanted disruption, and potentially cost, is a foundation stone in the need for a change management process. The change management process is used for scheduled and emergency changes, as well as routine and large changes. Change management also dictates specific roles and processes before implementing any new or scheduled change, including who can and how to submit a Request for Change RFC , who sits on a Change Advisory Board CAB , and who is in charge of implementing and overseeing the change.

An incident is defined as an unplanned interruption to a service or reduction in the quality of a service. Incidents are usually identified by end users and reported via telephone, email, or an IT self-service portal. For example, a faulty laptop and an inaccessible business application are both classified as incidents.

Both of these example issues or incidents are likely to be reported to the IT service desk—either by an affected person or a monitoring or event management tool—for resolution. Incident management not to be confused with problem management is defined by Axelos as:. In short, this core pillar of ITIL aims to reduce downtime caused by incidents by getting the user back up and running in as little time as possible.

This can either be done by the service desk analyst remotely or the employee by following provided instructions. Problem and incident management differ , but are both key components in ITIL. A problem might be an incident that repeats over time—for example, the same laptop continually experiences hard disk failures despite repeated replacement. Problems are typically identified through the analysis of incident records and other ITSM data.

ITIL best practices indicate the proper way to handle problem management:. Problems are usually dealt with over a longer timeframe than incidents. Here, ITSM tool data and potentially other sources of information are gathered and analyzed to understand what has caused the recurring issue s and what needs to be done to rectify the situation. It is important to note that the service lifecycle is not included in ITIL 4. The 5 stages of the service lifecycle work together to enable more seamless delivery and communication between business services and IT.

This approach can be used enterprise-wide. The service lifecycle approach considers:.