What are the ITIL® Processes and Functions? ITIL course

 What are the ITIL® Processes and Functions? ITIL course

ITIL® Processes and Functions

Within ITIL®, the processes are distributed over the five books:

• Service Strategy: Envisioning and conceptualizing the set of services that help achieve business goals

• Service Design: Designing the services with utility and warranty objectives in mind

• Service Transition: Moving services into the live production environment

• Service Operation: Managing services on an ongoing basis to ensure their utility and warranty objectives are achieved

• Continual Service Improvement: Evaluating services and identifying ways to improve their utility and warranty in support of business objectives

Service Lifecycle – Decision Levels

Three levels are identified in the decision-making process in an organization.

• Strategic level: Refers to the decisions made for the long term, to achieve goals and objectives. At a strategic level, communication is usually the responsibility of higher IT management, the CIO, and senior management within the business, depending upon the size and structure of the organization.

• Tactical level: Refers to the decisions made for medium term, acts proactively and as an intermediate between strategic and operational levels. At a tactical  level, the customers will most likely talk to the Service Level Manager.

• Operational level: Refers to the decisions made for short term, to complete dayto-day operations.


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