What are the processes of ITIL?
Within each phase of the lifecycle there are several granular processes and subframeworks. Some of these more specific processes have been mentioned above but are further detailed below.
- Service Strategy
- Service Portfolio Management focuses on the portfolio of IT services that the department provides and whether these services align with the broader Service Strategy goals.
- Financial Management ensures that the portfolio of services provided is cost-effective and allows the IT services department to provide maximum support with minimal costs.
- Strategy Management assesses where IT services fit into the big picture regarding the overall market, and can include analyses of the market, user, or customer needs, and future plans for expansion.
- Demand Management compares customers’ demands against the services provided and attempts to balance or mitigate any differences between the two.
- Business Relationship Management establishes and maintains relationships with customers in order to understand their needs—both current and projected—to meet and predict them as best as possible.
- Service Design
- Service Level Management plans for service deployment targets and measures actual performance against those targets, which often include service level agreements (SLAs) for preset benchmarks and comparisons.
- Service Catalog Management ensures that there is an up-to-date, easily accessible catalog of all the services that are available to end users so that teams can perform required tasks.
- Capacity Management monitors system performance to make sure there is sufficient capacity to match the organization’s needs.
- Availability Management ensures that the services provided are always available to the customer with minimal downtime.
- IT Service Continuity Management examines the processes involved in enacting service delivery plans with the goal of ensuring that services are continually available or can recover following a serious IT risk or incident.
- Information Security Management works to protect systems, data, and the customers who access services through the use of firewalls, SIEM applications, or other security countermeasures.
- Supplier Management identifies and evaluates suppliers and supplier relationships to ensure that contracts are adhered to and support the organization’s goals overall.
- Design Coordination takes a bird’s-eye view of how the individual steps of the design phase work together, with the goal of improving efficiency and optimization.
- Service Transition
- Change Management endeavors to keep the portfolio of provided services scalable and reliable as the needs of the organization change or expand.
- Change Evaluation determines which of the proposed changes align with business needs, then prepares for and manages those changes.
- Release and Deployment Management delivers software deployments or changes with a minimal amount of disruption to active environments.
- Service Validation and Testing tests and measures the result of deployments and continues to make service changes as needed.
- Service Asset and Configuration Management manages the configuration of each service item’s attributes, which include its status, owner, activity history, and more.
- Knowledge Management collects and retains a bank of relevant knowledge that technicians and users can draw upon when attempting to resolve issues that arise.
- Service Operation
- Incident Management seeks to quickly restore systems to proper functionality in the event of incidents that may interrupt service—which can range from small events like a password reset to large events like a network failure.
- Problem Management seeks to prevent recurring problems by identifying the root cause of a given issue and resolving it.
- Event Management monitors service events and logs files to establish baselines and identify if and when action needs to be taken to ensure reliable service.
- Access Management restricts user privileges to various systems to prevent unauthorized access, which can cut down on hacking attempts and cyberattacks.
- Request Fulfillment facilitates all aspects of customers engaging with service desk requests, ranging from receiving a request to determining the priority of requests.
- Continual Service Improvement
- Process Evaluation regularly analyzes processes to look for ways to improve, streamline, or make them more efficient.
- Definition of CSI Initiatives uses analysis, review, and future planning to select new and ongoing Continual Service Improvements to implement.
- Monitoring CSI Initiatives tracks the progress of current Continual Service Improvement initiatives to ensure that goals are being met regarding the completion of each project and alignment with the organization’s needs.
What is the ITIL framework and processes?
The five stages of the ITIL service lifecycle represent a broad framework that provides IT departments and MSPs with guidelines for providing proper technological service to their organizations. This framework also helps ensure that IT departments and MSPs are in compliance of established service benchmarks.
The ITIL framework is also flexible to allow organizations to create service environments and processes tailored to its specific needs. The broader strokes that ITIL best practices are trying to provide essentially boil down to three key factors: managing change, incidents, and recurring problems. By keeping each of those three aspects in mind, MSPs will be able to provide proper services and support to help your customers meet their needs.
Read through our blog for other common questions and concerns with ITIL compliance.