What are the ITIL® Processes and Functions? ITIL course
ITIL® Processes and Functions
Within ITIL®, the processes are distributed over the five books:
• Service Strategy: Envisioning and conceptualizing the set of services that help achieve business goals
• Service Design: Designing the services with utility and warranty objectives in mind
• Service Transition: Moving services into the live production environment
• Service Operation: Managing services on an ongoing basis to ensure their utility and warranty objectives are achieved
• Continual Service Improvement: Evaluating services and identifying ways to improve their utility and warranty in support of business objectives
Service Lifecycle – Decision Levels
Three levels are identified in the decision-making process in an organization.
• Strategic level: Refers to the decisions made for the long term, to achieve goals and objectives. At a strategic level, communication is usually the responsibility of higher IT management, the CIO, and senior management within the business, depending upon the size and structure of the organization.
• Tactical level: Refers to the decisions made for medium term, acts proactively and as an intermediate between strategic and operational levels. At a tactical level, the customers will most likely talk to the Service Level Manager.
• Operational level: Refers to the decisions made for short term, to complete dayto-day operations.
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