In other words, this process is made up of four sequential activities, which are understanding requirements and drafting SLA’s, negotiating the SLA’s, defining and standardizing the SLA’s, and monitoring and reporting service performance. For easier measurement and comparison of services against the actual service performance the Service Level Agreements (SLAs) are used which help in deciding the service level goals. This process basically involves planning for defining the targets for the overall organizational service delivery and then measuring their performance. This stage is composed of 8 ITIL processes which I have discussed below in detail: 1. In this, service management processes, technology, infrastructure, and products are planned and designed thoroughly in order to meet both customers as well as business demands. This is the stage of designing processes and functions. This is the second stage of the ITIL ® service lifecycle. The three sequential activities that are performed in this process are request and complaint handling, identifying opportunities, and managing business relationships. Activities like creation and management of customer relationships, comprehension of customer needs, and implementation of required services to meet those needs are performed in Business Relationship Management process. This is the final process in the ITIL Service Strategy stage. There are four sequential activities that are performed in this process which are identifying sources of demand and forecasting, analyzing the patterns of business activity and user profiles, developing differentiated offerings and managing operational demand. Demand Management focusses solely on understanding the customer’s demands and coordinating it with the capacity, availability, and types of services that are provided. This process is used to assesses the current customer demand against the services which are being provided to them. Four sequential activities are performed in this process which are, performing a strategic assessment, generating a strategy, executing strategy, measuring and evaluating. This process performs an analysis of the IT services to know their overall market position. This process is made up of three sequential activities which are budgeting, accounting, and charging. Financial Management also takes care of the costs that are required to provide services while maximizing its value. This process focusses on financial spending and various services in a business such as budgeting, accounting, and charging activities and many more.
This process is made up of 4 sequential activities which are, defining the services, analyzing services, approving and chartering services. Service Portfolio Management process guarantees that the delivered services stay aligned with the goals of Service Strategy.
This process mainly focuses on the management of the IT service’s portfolios which are offered. The Service Strategy stage is composed of 5 ITIL ® processes which I have discussed below in detail: 1. This also helps in developing strategies to meet customer requirements and priorities by analyzing the current market needs and existing offerings. This stage helps organizations in identifying their business mission and vision. This is the initial stage of the ITIL ® service lifecycle. Let’s now drill deeper into each of these stages of the ITIL v3 framework and find out how ITIL processes are mapped into these stages. ITIL ® v3 is built on 26 processes which have been segregated into 5 service lifecycle stages. Through the medium of this article, I will give you a brief introduction to various ITIL ® Processes and the concepts pillaring them. These processes are nothing but a sequence of activities with some inputs, triggers, and specific outputs. But have you ever wondered why it is so popular in the IT market? Well, this is because ITIL is composed of various processes that make ITIL very flexible, scalable and versatile. ITIL ® is one of the most heavily used ITSM frameworks.
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