Guide To Understand ITIL Processes


The ITIL V3 is comprised of five publications,

  • Service strategy
  • Service design
  • Service transition
  • Service operation
  • Continual service improvement
ITIL processes by National University of Singapore

Service Strategy

Service strategy helps building strategic assets which add value to business guides entire Service Design, Service Transition & Service Operation in a coherent manner for effective service operations

Processes in Service strategy

  • Strategy management for IT Services
  • Service portfolio management
  • Financial management for IT services
  • Demand management
  • Business relationship management

Service Design

The objective of the service design is to design IT services so effectively that minimal improvement during their life cycle will be required. However, continual improvement should be embedded in all service design activities

Processes in Service Design

  • Design coordination
  • Service catalogue management
  • Service-level management
  • Availability management
  • Capacity management
  • IT service continuity management
  • Security management
  • Supplier management

Service Transition

Objectives of service transition includes Resource Management, Increase satisfaction of transition experience, Minimize impact on production environment during transition period.

Processes in Service Transition

  • Transition planning and support
  • Change management
  • Service asset and configuration management
  • Release and deployment management
  • Service validation and testing
  • Change evaluation
  • Knowledge management

Service operation

The purpose of the service operation stage of the service life cycle is to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers.

Processes in Service Operation

  • Event Management
  • Access Management
  • Request Fulfillment
  • Problem Management
  • Incident Management

Continual service improvement

Continual Service Improvement describes best practice for achieving incremental and large scale improvements in service quality, operational efficiency and business continuity and for ensuring that the service portfolio continues to be aligned to business needs.



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