ITIL® Wiki - Processes of IT Service Management

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Best Practice ITIL® 2011 Processes for IT Service Management



IT Service Management describes processes and functions for efficient and effective provision of IT services respecting the business requirements of the IT service consumers. Required tools therefore are

  • appropriate processes in IT integrated into the business processes

  • qualified staff with defined tasks and responsibilities

  • according information technology (IT infrastructure)

enabling business conforming IT service by their collaboration.



IT services are maintained over their complete life cycle in 5 phases by IT Service Management:


Service Strategy


Provision of strategic and tactical requirements for an efficient and effective IT Service Management and related financials, integration of the IT services into the business of the IT service consumers and controlled service consumption based upon a well defined service portfolio


Service Design


Creative steering of the life cycle of IT services beginning with the initial specification respective modifications and improvements to the implementation ready robust design regarding the business requirements, capacity, availability, security and continuity of service provision


Service Transition


Controlled rollout of the newly developed respective modified IT services to service operation


Service Operation


Efficient, goal oriented operation of the IT services


Continual Service Improvement


Continually in closed loop optimized IT services, securing the introduction of the experiences from the past into the improvement



Main processes of the service life cycle according to ITIL® 2011


IT service lifecycle according to ITIL® 2011

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The ITIL® 2011 Process Library - condensed knowledge of the successful

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Field Report at no charge: ITSM in Practice

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All customers of the complete package of five ITIL® 2011 process collections will get an everlasting access to our ITSM Archive (templates, KPI proposals, checklists) which we are creating during the further development of our ITIL® 2011 Process Library - thus you receive always the most actual ITSM documents independent of the purchasing date for free!


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Last update 2018-03-16_