J.D. Meier's Blog

Software Engineering, Project Management, and Effectiveness

ITIL Stages, Processes, and Sub-Processes

ITIL Stages, Processes, and Sub-Processes

Rate This
  • Comments 0

Here is a map of the Information Technology Infrastructure Library (ITIL) v3.   ITIL v3 is organized by ITIL stages, processes, and sub-processes.  According to Wikipedia, “ITIL describes procedures, tasks and checklists that are not organization-specific, used by an organization for establishing a minimum level of competency.”   You can find an explanation of the ITIL processes at the ITIL Wiki.

If you’re doing any sort of IT work, it helps to know the lay of the land.  What better way to know the lay of the land of the IT landscape that to know the map of the minimum competencies that IT is supposed to perform.

Stages and Processes
Here is a map of the ITIL Stages and the ITIL Processes within each.

ITIL Stage

Processes

Service Strategy

  • Strategy Management for IT Services
  • Service Portfolio Management
  • Demand Management
  • Financial Management for IT Services
  • Business Relationships Management

Service Design

  • Design Coordination
  • Service Catalogue Management
  • Service Level Management
  • Risk Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Compliance Management
  • Architecture Management
  • Supplier Management

Service Transition

  • Change Management
  • Change Evaluation
  • Project Management (Transition Planning and Support)
  • Application Development
  • Release and Deployment Management
  • Service Validation and Testing
  • Service Asset and Configuration Management
  • Knowledge Management

Service Operation

  • Event Management
  • Incident Management
  • Request Fulfillment
  • Access Management
  • Problem Management
  • IT Operations Control
  • Facilities Management
  • Application Management
  • Technical Management

Continual Service Improvement

  • Service Review
  • Process Evaluation
  • Definition of CSI Initiatives
  • Monitoring of CSI Initiatives

Processes and Sub-Processes
Here are the core ITIL v3 Stages:

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement

Here is a map of the ITIL Processes and Sub-Processes organized by ITIL v3 stages:

Stage

Process

Sub-Processes

Service Strategy

Strategy Management for IT Services

  • ·Strategic Service Assessment
  • Service Strategy Definition
  • Service Strategy Execution
 

Service Portfolio Management

  • Define and Analyze new or changed Services
  • Approve new or changed Services
  • Service Portfolio Review
 

Demand Management

 
 

Financial Management for IT Services

  • Financial Management Support
  • Financial Planning
  • Financial Analysis and Reporting
  • Service Invoicing
 

Business Relationships Management

  • Maintain Customer Relationships
  • Identify Service Requirements
  • Sign up Customers to Standard Services
  • Customer Satisfaction Survey
  • Complaints Management

Service Design

Design Coordination

  • Design Coordination Support
  • Service Design Planning
  • Service Design Coordination and Monitoring
  • Technical and Organizational Service Design
  • Service Design Review and RFC Submission
 

Service Catalogue Management

 
 

Service Level Management

  • Maintenance of the SLM Framework
  • Identification of Service Requirements
  • Agreements Sign-Off and Service Activation
  • Service Level Monitoring and Reporting
 

Risk Management

  • Risk Management Support
  • Business Impact and Risk Analysis
  • Assessment of Required Risk Mitigation
  • Risk Monitoring
 

Capacity Management

  • Business Capacity Management
  • Service Capacity Management
  • Component Capacity Management
  • Capacity Management Reporting
 

Availability Management

  • Design Services for Availability
  • Availability Testing
  • Availability Monitoring and Reporting
 

IT Service Continuity Management

  • ITSCM Support
  • Design Services for Continuity
  • ITSCM Training and Testing
  • ITSCM Review
 

Information Security Management

  • Design of Security Controls
  • Security Testing
  • Management of Security Incidents
  • Security Review
 

Compliance Management

  • Compliance Register
  • Compliance Review
  • Enterprise Policies and Regulations
 

Architecture Management

  • Application Framework
  • Change Request to Enterprise Architecture
  • Enterprise Architecture (EA)
 

Supplier Management

  • Providing the Supplier Management Framework
  • Evaluation of new Suppliers and Contracts
  • Establishing new Suppliers and Contracts
  • Processing of Standard Orders
  • Supplier and Contract Review
  • Contract Renewal or Termination

Service Transition

Change Management

  • Change Management Support
  • Assessment of Change Proposals
  • RFC Logging and Review
  • Assessment and Implementation of Emergency Changes
  • Change Assessment by the Change Manager
  • Change Assessment by the CAB
  • Change Scheduling and Build Authorization
  • Change Deployment Authorization
  • Minor Change Deployment
  • Post Implementation Review and Change Closure
 

Change Evaluation

  • Change Evaluation prior to Planning
  • Change Evaluation prior to Build
  • Change Evaluation prior to Deployment
  • Change Evaluation after Deployment
 

Project Management (Transition Planning and Support)

  • Project Initiation
  • Project Planning and Coordination
  • Project Control
  • Project Reporting and Communication
 

Application Development

 
 

Release and Deployment Management

  • Release Management Support
  • Release Planning
  • Release Build
  • Release Deployment
  • Early Life Support
  • Release Closure
 

Service Validation and Testing

  • Test Model Definition
  • Release Component Acquisition
  • Release Test
  • Service Acceptance Testing
 

Service Asset and Configuration Management

  • Configuration Identification
  • Configuration Control
  • Configuration Verification and Audit
 

Knowledge Management

 

Service Operation

Event Management

  • Maintenance of Event Monitoring Mechanisms and Rules
  • Event Filtering and 1st Level Correlation
  • 2nd Level Correlation and Response Selection
  • Event Review and Closure
 

Incident Management

  • Incident Management Support
  • Incident Logging and Categorization
  • Immediate Incident Resolution by 1st Level Support
  • Incident Resolution by 2nd Level Support
  • Handling of Major Incidents
  • Incident Monitoring and Escalation
  • Incident Closure and Evaluation
  • Pro-Active User Information
  • Incident Management Reporting
 

Request Fulfillment

  • Request Fulfillment Support
  • Request Logging and Categorization
  • Request Model Execution
  • Request Monitoring and Escalation
  • Request Closure and Evaluation
 

Access Management

  • Maintenance of Catalogue of User Roles and Access Profiles
  • Processing of User Access Requests
 

Problem Management

  • Proactive Problem Identification
  • Problem Categorization and Prioritization
  • Problem Diagnosis and Resolution
  • Problem and Error Control
  • Problem Closure and Evaluation
  • Major Problem Review
  • Problem Management Reporting
 

IT Operations Control

 
 

Facilities Management

 
 

Application Management

 
 

Technical Management

 

Continual Service Improvement

Service Review

 
 

Process Evaluation

  • Process Management Support
  • Process Benchmarking
  • Process Maturity Assessment
  • Process Audit
  • Process Control and Review
 

Definition of CSI Initiatives

 
 

Monitoring of CSI Initiatives