ITIL processen

In ITIL versie 3 is de Service Lifecycle opgedeeld in 5 fases, die weer onderverdeeld worden in verschillende processen:

1.Service Strategy
1.Financial Management (in Edition 2011: Financial Management for IT services) 2.Service Portfolio Management (SPM) 3.Demand Management 4.Strategy Management for IT services (nieuw in Edition 2011) 5.Business Relationship Management (BRM, nieuw in Edition 2011)

2.Service Design
1.Service Catalogue Management 2.Service Level Management 3.Capacity Management 4.Availability Management 5.IT Service Continuity Management (ITSCM) 6.Information Security Management 7.Supplier Management 8.Design Coordination (nieuw in Edition 2011)

3.Service Transition
1.Transition Planning and Support 2.Change management 3.Service Asset and Configuration Management 4.Release and Deployment Management 5.Service Validation and Testing 6.Evaluation (in Edition 2011: Change Evaluation) 7.Knowledge management

4.Service Operation
1.Event Management 2.Incident management: index: incidentenanalyse 3.Request Fulfilment: zie Interaction management, call management 4.Problem management 5.Access Management

5.Continual Service Improvement
1.Seven Step Improvement Process

Service operation is de enige fase waarbinnen functies gedefineerd zijn. De vier gedefineerde functies zijn: 1.Servicedesk 2.Technical Management 3.Application Management 4.IT Operations Management