ITIL processen


 * Engels: ITIL processes
 * Wikipedia: https://nl.wikipedia.org/wiki/Information_Technology_Infrastructure_Library#ITIL_V3

Introductie
De ITIL processen gaan met hun tijd mee. Inmiddels is er een ITIL versie 4.


 * Call management
 * Incidenten management: zie Issue management
 * Probleem management
 * Wijzigingenbeheer

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, zie Testen en kwaliteitszorg
 * 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