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.



Getting Started With ITIL [Information Technology Infrastructure Library]


"This article is based on various sources found in internet and books written by experts."
Getting started with ITIL

Watch this short video produced by AXELOS about ITIL – ITIL in 100 seconds everything you need to know

So what is ITIL (Information Technology Infrastructure Library)?

ITIL is recognized worldwide as a best-practice approach for delivering IT services and IT service management. It focuses on the processes, functions, and capabilities required to support IT services in business.

Key terms to understand ITIL

Best-practice approach:

Best practices are available in a variety of sources, and ITIL is one of them. ITIL should be used in association with other best-practice approaches.

  • Proprietary knowledge/internal experience
  • Standards/industry practices
  • Training and education/academic research

IT service:

An IT service is made up of a combination of information technology, people and processes. A customer-facing IT service directly supports the business processes of
one or more customers and its service level targets should be defined in a service level agreement. Other IT services, called supporting services, are not directly used by the business but are required by the service provider to deliver customer-facing services.

IT service management (ITSM):

The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.


A process is a structured set of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs.


A function is defined by ITIL as a team or group of people and the other resources or tools that are used to carry out a process or process activities.

You can find other definitions For ITIL from various sources


“A set of best-practice publications for IT service management. Owned by the Cabinet Office (part of HM Government), ITIL gives guidance on the provision of quality IT services and the processes, functions and  other capabilities needed to support them. The ITIL framework is based on a service lifecycle and consists of five lifecycle stages (service strategy, service design, service transition, service operation and continual service improvement), each of which has its own supporting publication. There is also a set of complementary ITIL publications providing guidance specific to industry sectors, organization types, operating models and technology architectures.”


“ITIL (formerly known as the Information Technology Infrastructure Library) is an  IT service management framework owned by Axelos — a joint venture between the U.K. government and Capita. ITIL is structured as five core books to cover the full-service life cycle: service strategy, service design, service transition, service operation and continual service improvement.”


“ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL V3), ITIL is published as a series of five core volumes, each of which covers a different ITSM lifecycle stage.”

There are three main reasons why ITIL is successful and practiced all around the world…

  • Vendor Neutral
  • Best practices
  • Non prescriptive

The factors that motivate organizations to adopt the framework:

  • Creation of value for customers through the services provided
  • Management of the investment for IT services and budgetary controls
  • Risk management in alignment with the business
  • Knowledge management across the service management enterprise
  • Improvement in the interaction and relationship between the service provider and their customers
  • The ability to coordinate the delivery of goods and services and to be able to optimize and reduce cost
  • The adoption of a standard approach to service management across the organization
  • The ability to measure, monitor, and optimize IT services and the performance of service providers

There are five ITIL publications:

ITIL Lifecycle

Service Strategy: This covers the core of the life cycle, setting the strategic approach for service management activities.

Service Design: This provides guidance on the design and development of services according to the requirements of the customer and the strategic approach.

Service Transition: This provides guidance on the transition of new or changed services into the live environment, including the development and improvement of capabilities.

Service Operation: This covers the management of the day-to-day delivery of services, including optimizing effectiveness and efficiency.

Continual Service Improvement: This provides guidance on the maintenance of value creation and continual alignment to changing business needs.

ITIL in brief