The document outlines the key processes that make up each stage of the ITIL framework - Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. Some of the main processes described include Service Portfolio Management, Demand Management, Service Level Management, Change Management, Release and Deployment Management, Incident Management, Problem Management, and Service Review.

1. ITIL Stage Processes
Service Strategy
 Strategy Management for IT Services
 Provide business stakeholder value
 Differentiate the organisation
 Make solid cases for investment
 Resolve conflicting demands for services
 Service Portfolio Management
 Include the complete set of services managed by a service
provider
 Manage the entire lifecycle of all services
 Service pipeline (proposed or in development)
 Service catalogue (live or available for deployment)
 Retired services (decommissioned services)
 Demand Management
 Analysing patterns of activity and user profiles
 Provisioning capacity in line with strategic objectives
 Financial Management for IT Services
 To provide cost effective stewardship of the IT assets and
resources used in providing IT services
 To assist management decisions on IT investment by providing
detailed cost analysis regarding changes to IT services
 Budgeting and IT Accounting
 Business Relationships Management
 Identify Service Requirements
 Customer Satisfaction Survey
 Handle Customer Complaints
 Monitor Customer Complaints
Service Design
 Design Coordination
 New or changed services
 Service management systems and tools, especially the service
portfolio, including the service catalogue
 Technology architecture and management systems
 The processes required
 Measurement methods and metrics
 Service Catalogue Management
 Define, document, agree, monitor, measure, report and review the
level of IT services provided
 Provide and improve the relationship and communication with the
business/customer
 Ensure that specific and measurable targets are developed for all
IT services
 Monitor and improve customer satisfaction
 Ensure that IT and the customers have a clear and unambiguous
understanding of the level of service to be
 Delivered
 Ensure that improvements to the levels of service are
implemented wherever the service is failing, and the

2.  that these improvements are cost justified
 Service Level Management
1. Identification
 Analysing current services and service level requirements
 Recording the current service provision in a service catalogue
2. Definition
 Matching and customising (with the customer) of the right service
provision against the right costs:
 Service catalogue
 Demands of the customer (service level requirements)
3. Agreement (defining and signing SLAs)
 Service Level Agreements, supported by: Operational Level
Agreements (OLA’s) and underpinning contracts
4. Monitoring
 Measuring the actual service levels against the agreed service
levels
5. Reporting
 Reporting on the service provision (to the customer and the IT
organisation)
6. Evaluation (review)
 Evaluate the service provision with the customer
 Match and customise: adjust service provision if required?
(service improvement plan/programme, service quality plan)
 Match and customise: adjust SLA if required
 Risk Management
 Capacity Management
The capacity managementprocessunderstandsthe businessrequirements
(the requiredservice delivery),the organisation’soperation(the current
service delivery) andthe ITinfrastructure (the meansof service delivery).It
ensuresthatall the current andfuture capacityand performance aspectsof
the businessrequirementsare provided costeffectively.
 Demand management
 Application sizing
 Modelling
 Capacity management database
 Capacity plan
 AvailabilityManagement
 Ensure that appropriate design and planning of availability takes
place for all new services
 Planning, design and improvement of availability
 Providing cost effective availability improvements that can deliver
business and customer benefits
 Ensuring agreed level of availability is provided
 Produce and maintain an availability plan
 IT Service Continuity Management
1. Initiation
o „ Linkwithbusinesscontinuityplan
o „ Policysetting

3. o „ Termsof reference andscope
o „ Allocate resources
2. Requirements and strategy
o Input from availability management and security management (risk
assessment)
o Business impact analysis
o Discuss recovery options (link to SLM)
3. Implementation
o „ Write continuity plans, including:
 Emergency response plan
 Damage assessment plan
 Salvage plan
 Crisis management and PR plan
 „ Implement standby arrangements
 „ Implement recovery options
 „ Test the plans
 „ Develop and implement procedures and working
instructions
4. Operational management
 „ Link ITSCM to change management to keep plans and
recovery options up to date
 „ IT staff need to be aware and trained to use the plans
 „ Continuous improvement of the process through review
and testing
 Information Security Management
 Production, review and revision of an overall information
security policy and a set of supporting specific
 Policies
 Communication, implementation and enforcement of the
security policies
 Assessment and clarification of all information assets and
documentation
 Implementation, review, revision and improvement of a set
of security controls and risk assessment and
 responses
 Monitoring and management of all security breaches and
major security incidents
 Schedule and completion of security reviews, audits and
penetration tests
 Supplier Management
 Obtain value for money from suppliers and contracts
 Work with SLM to ensure UCs support and are aligned with
business needs, SLRs and SLAs
 Negotiate and agree UCs and manage through their lifecycle
 Manage supplier relationships and performance
 Maintain a supplier policy and a Supplier and Contract
Database (SCD)
Service Transition
 Change Management
 To control the lifecycle of all Changes. The primary objective
of Change Management is to enable beneficial Changes to be
made, with minimum disruption to IT services.
 Change Evaluation
 Process Objective: To assess major Changes, like the
introduction of a new service or a substantial change to an
existing service, before those Changes are allowed to proceed
to the next phase in their lifecycle.
 Project Management (Transition Planning and Support)
 To plan and coordinate the resources to deploy a major
Release within the predicted cost, time and quality estimates.

4.  Application Development
 To make available applications and systems which provide the
required functionality for IT services. This process includes the
development and maintenance of custom applications as well
as the customization of products from software vendors.
 Release and Deployment Management
 To plan, schedule and control the movement of releases to
test and live environments. The primary goal of Release
Management is to ensure that the integrity of the live
environment is protected and that the correct components are
released.
 Service Validation and Testing
 To ensure that deployed Releases and the resulting services
meet customer expectations, and to verify that IT operations is
able to support the new service.
 Service Asset and Configuration Management
 To maintain information about Configuration Items required
delivering an IT service, including their relationships.
 Knowledge Management
 To gather, analyse, store and share knowledge and information within
an organization. The primary purpose of Knowledge Management is to
improve efficiency by reducing the need to rediscover knowledge.
Service Operation
 Event Management
 To make sure CIs and services are constantly monitored, and
to filter and categorize Events in order to decide on
appropriate actions.
 Incident Management
 To manage the lifecycle of all Incidents. The primary objective
of Incident Management is to return the IT service to users as
quickly as possible.
 Request Fulfilment
 To fulfil Service Requests, which in most cases are minor
(standard) Changes (e.g. requests to change a password) or
requests for information.
 Access Management
 To grant authorized users the right to use a service, while
preventing access to non-authorized users. The Access
Management processes essentially execute policies defined in
Information Security Management. Access Management is
sometimes also referred to as Rights Management or Identity
Management.
 Problem Management
 To manage the lifecycle of all Problems. The primary
objectives of Problem Management are to prevent Incidents
from happening, and to minimize the impact of incidents that
cannot be prevented. Proactive Problem Management
analyses Incident Records, and uses data collected by other
IT Service Management processes to identify trends or
significant Problems.
 IT Operations Control
 To monitor and control the IT services and their underlying
infrastructure. The process IT Operations Control executes
day-to-day routine tasks related to the operation of
infrastructure components and applications. This includes job
scheduling, backup and restore activities, print and output
management, and routine maintenance.
 Facilities Management
 To manage the physical environment where the IT

5. infrastructure is located. Facilities Management includes all
aspects of managing the physical environment, for example
power and cooling, building access management, and
environmental monitoring.
 Application Management
 Application Management is responsible for managing
applications throughout their lifecycle.
 Technical Management
 Technical Management provides technical expertise and support for
the management of the IT infrastructure.
Continual Service
Improvement
 Service Review
 To review business services and infrastructure services on a
regular basis. The aim of this process is to improve service
quality where necessary, and to identify more economical
ways of providing a service where possible.
 Process Evaluation
 To evaluate processes on a regular basis. This includes
identifying areas where the targeted process metrics are not
reached, and holding regular benchmarking, audits, maturity
assessments and reviews.
 Definition of CSI Initiatives
 To define specific initiatives aimed at improving services and
processes, based on the results of service reviews and
process evaluations. The resulting initiatives are either internal
initiatives pursued by the service provider on his own behalf,
or initiatives which require the customer’s cooperation.
 Monitoring of CSI Initiatives
 To verify if improvement initiatives are proceeding according to plan,
and to introduce corrective measures where necessary.