What are the ITIL functions? ITIL Course
Are you preparing for the ITIL® V4 Foundation Certification Exam and want to master the core concepts that truly matter? Then understanding ITIL functions is a critical step on your journey.
In ITIL V4, the traditional concept of functions has evolved. Instead of rigid departments (like the old Service Desk or IT Operations), ITIL V4 introduces a flexible service value system (SVS) where capabilities, roles, and practices blend together. However, grasping the legacy and practical use of functions will help you both in the exam and in real-world ITSM environments.
What are the ITIL functions? ITIL Course
Function is a team or a group of people who perform a set of activities.
ITIL v3 defines four functions as
Service Desk,
Application management,
Technical Management, and
Operations Management.
4 ITIL v3 Functions
Service desk :
This is a function who will be the first point or single point of contact for end user issues.
Application management :
This is a function who will manage the application development and maintenance issues.
Technical management :
This is a function who will manage the technical expertise for the ITSM processes and operations.
Operations management :
This is a function who will manage the day to day operations with respect to IT operations control and IT facilities management.
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What are the ITIL Functions? | ITIL® V4 Foundation Course Guide
What are ITIL Functions?
ITIL Functions were originally structured units or teams responsible for carrying out specific processes or activities. Though ITIL V4 focuses more on practices over functions, understanding the evolution helps you appreciate how service management operates.
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Key Functions from Previous ITIL Versions (Still Useful
in V4 Understanding):
|
Function |
Description |
|
Service Desk |
Single point of contact between users and service
providers |
|
Technical Management |
Provides technical expertise and infrastructure support |
|
IT Operations Management |
Handles day-to-day operational activities like job
scheduling and backups |
|
Application Management |
Manages the lifecycle of software applications |
In ITIL V4, these are now encompassed under 34 ITIL
Practices, where functions are integrated into broader service
management concepts.
Benefits of Understanding ITIL Functions (V3
Legacy → V4 Relevance)
|
Benefit |
Why It Matters |
|
Provides historical context |
Helps understand how ITIL evolved |
|
Enhances exam performance |
Common exam question area |
|
Aids interview readiness |
HR often asks about real-world use of functions |
|
Builds practical ITSM knowledge |
Functions still operate in many organizations |
|
Aligns legacy systems with modern practices |
Critical for transition teams & consultants |
Key Points to
Remember (ITIL V4 Focus)
|
Key Area |
Explanation |
|
ITIL V4 prefers “Practices” over “Functions” |
34 practices replace the old functional model |
|
Functions still support operations |
Real-world IT still uses them to deliver services |
|
Service Desk is now a Practice |
But retains core functional principles |
|
Flexibility & Collaboration |
ITIL V4 breaks silos between functions |
|
Relevant for the exam & beyond |
Especially in scenario-based questions |
Top 5 ITIL V4 Foundation Exam FAQs
|
Question |
Answer |
|
What replaced functions in ITIL V4? |
Practices replaced rigid functions for a more
flexible approach |
|
Is Service Desk still a function? |
No, it is now a practice in ITIL V4 |
|
How many practices exist in ITIL V4? |
34 practices grouped into general, service, and technical
categories |
|
Are ITIL functions still used in organizations? |
Yes, especially in companies using older ITIL versions |
|
Should I study ITIL functions for the V4 exam? |
Yes, to understand the evolution and practical
application |
ITIL Interview Questions &
Answers
1. What is the role of the Service Desk in ITIL V4?
Answer: In ITIL V4, the Service Desk is a practice
that acts as the primary point of contact between users and the IT service
provider. It ensures quick resolution of issues and effective communication.
2. How do ITIL V3 functions relate to ITIL V4 practices?
Answer: The core activities of V3 functions are now
embedded into V4 practices. For example, "Technical Management" has
become a Technical Management Practice.
3. Why did ITIL V4 move away from functions?
Answer: ITIL V4 emphasizes agility, collaboration,
and value creation. Replacing functions with practices allows more
cross-functional work and better adaptability.
4. Is understanding legacy ITIL functions still
important?
Answer: Yes, many organizations still operate with
function-based models, and the certification exam may reference them for
context.
5. Can you name an example where functions are still
useful?
Answer: The Service Desk function remains
useful in many enterprises to handle incidents, requests, and user
communication efficiently.
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Difference Between ITIL V3 and ITIL V4
Understanding ITIL functions, even in the V4
landscape, is essential for a strong foundation in IT Service Management.
Whether you're preparing for the ITIL exam, an interview, or
implementing ITIL in your organization, this knowledge bridges theory with
real-world IT operations.
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