Here are the core processes described by ITIL, broadly categorized:
Service Strategy:
* Service Portfolio Management: Defining and managing the services offered to customers.
* Financial Management for IT Services: Managing the costs and budgets associated with IT services.
* Demand Management: Understanding and managing the demand for IT services.
* Business Relationship Management: Building and maintaining relationships with customers.
* Service Level Management: Defining and managing the service levels agreed upon with customers.
Service Design:
* Service Level Agreement (SLA) Management: Defining and negotiating SLAs with customers.
* Capacity Management: Ensuring sufficient capacity to meet demand.
* Availability Management: Managing the availability of services.
* IT Service Continuity Management: Planning for and managing disruptions to service.
* Security Management: Ensuring the security of IT services and data.
* Supplier Management: Managing relationships with external suppliers.
Service Transition:
* Change Management: Managing changes to IT services.
* Release and Deployment Management: Managing the release and deployment of new services.
* Service Asset and Configuration Management: Managing the IT infrastructure and applications.
* Knowledge Management: Capturing and sharing knowledge about IT services.
Service Operation:
* Incident Management: Resolving incidents that disrupt IT services.
* Request Fulfillment: Providing services and fulfilling requests from customers.
* Problem Management: Identifying and resolving the root causes of incidents.
* Access Management: Controlling access to IT resources.
Continual Service Improvement:
* Service Improvement Programs: Implementing improvements to IT services.
* Measurement and Reporting: Measuring and reporting on the performance of IT services.
* Process Improvement: Continuously improving the IT service management processes.
ITIL is not a static set of rules but a framework that can be adapted to different organizations and environments. It provides a comprehensive approach to IT service management, enabling organizations to deliver high-quality, reliable, and cost-effective IT services.