Information Technology Infrastructure Library (ITIL) at a Glance

Here is a map of the Information Technology Infrastructure Library (ITIL) v3.  

ITIL v3 is organized by ITIL stages, processes, and sub-processes. 

Via 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.

ITIL 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

ITIL 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

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