How many processes are there in itil

The four basic characteristics of processes are:. Defined collections of responsibilities and privileges. Roles may be held by individuals or teams. Also known just as assets, these refer to the resources and capabilities that a service provider must allocate to offer a service. The value of the service consists of two components: utility and warranty. Services must offer both utility and warranty to have value.

Utility, also called fitness for purpose, refers to the ability of the service to remove constraints or increase the performance of the customer.

Warranty, also called fitness for use, is the ability of the service to operate reliably. The purpose of Service Strategy is to provide a strategy for the service lifecycle. The strategy should be in sync with business objectives. The utility and warranty of this component are designed to ensure that the service is fit for purpose and fit for use, respectively. Ensuring this is important, as these two components are what add value to the delivery of services to customers.

As mentioned above, each major category has subcategories. Within the category of Service Strategy, there are four subcategories. The Service Portfolio is the entire set of services under management by a service provider.

Service Portfolio Management organizes the process by which services are identified, described, evaluated, selected and chartered. The Demand Management process is concerned with understanding and influencing customer demand. It involves User Profiles, which characterize different typical groups of users for a given service, and Patterns of Business Activity, which represent the way users in different user profiles access a service over the course of a given time period.

The Financial Management process provides a means of understanding and managing costs and opportunities associated with services. It includes three basic activities:. Strategy Operations ensure that services such as fulfilling user requests, resolving service failures, fixing problems and carrying out routine operational tasks are performed efficiently and effectively.

The Service Design lifecycle phase is about the design of services and all supporting elements for introduction into the live environment. They are:. The Service Catalog is a subset that contains services available to customers and users. It is often the only portion of the Service portfolio visible to customers. It commonly acts as the entry portal for all information services in the live environment.

Service Level Management is charged with securing and managing agreements between customers and the service provider regarding the level of performance utility and level of reliability warranty associated with specific services.

The Availability Management process is concerned with the management and achievement of agreed-upon availability requirements as established in Service Level Agreements. ITIL 3 expanded the scope significantly and mapped a set of 26 new and old processes onto the appropriate phases of the service lifecycle.

The big theme here was the appearance of a number of new non-technical "management" processes in the Service Strategy phase. Demand Management and Portfolio Management, for instance. Demand Management is more of a pro-active, eye-level-to-the-business approach than the basic, reactive, and operational queue management tools and techniques that evolved within the service desk silo to help keep control over incidents and service requests.

And the first appearance of a digital channel—the service catalog —in ITIL. So, where ITIL 2 was for most people about a handful of operational processes incident, problem, change, etc , ITIL 3 is much broader—with many new processes aimed at improving service planning and delivery activities which were conspicuously absent in the core of ITIL 2.

ITIL was an update, not a new version. No completely new concepts were added. However, the documented practices around each of the processes were updated to better track best practice—as well as make the 5 volumes more consistent and cohesive. In ITIL 4, processes became practices , because capabilities are built on a number of elements—not just processes.

We see Practices appear in the main body of the SVS model, but it is difficult to see what this means and where specific practices are applied until we drill-down into the Service Value Chain part of the ITIL 4 model which is the operational model where work happens :.

It is at this level that we start to see where the ITIL 4 practices "live"—although like ITIL 3, some practices are only associated with one area of the Service Value Chain and others are associated with more than one. We will look at each process and where it applies to the Service Value Chain later in this series of articles—so subscribe to our blog to make sure you get those.

In this series of articles, we will be looking at each of the ITIL 4 practices in more detail to examine what is new about them and how you can quickly apply these new practices to boost performance, reduce stress, and make a difference to your organization.

We will also be looking at the practical application of ITIL 4 practices and how they are supported by technology. Contact us today for a free, no-obligation chat with a qualified consultant. Sign-up for blog notifications to make sure you don't miss out. All rights reserved. View Software Demos. Careers Careers at Axios.

Contact Us. View Demos. Solutions Menu. Solutions for your Industry. Solutions for Your Role. Product Menu. More More. Page actions Read View source History. Each of the five stages is focused on a specific phase of the service lifecycle: Service Strategy Process Objective: To decide on a strategy to serve customers.

Starting from an assessment of customer needs and the market place, the Service Strategy process determines which services the IT organization is to offer and what capabilities need to be developed. Its ultimate goal is to make the IT organization think and act in a strategic manner.

The scope of the process includes the design of new services, as well as changes and improvements to existing ones. Service Transition also makes sure that changes to services and Service Management processes are carried out in a coordinated way.