ITIL Processes

Browse the ITIL processes within ITS

What is ITIL?

The IT Infrastructure Library (ITIL) describes a framework of best practices for delivering IT services. ITIL’s systematic approach to IT service management can help manage risk, strengthen customer relations, establish cost-effective practices, and build a stable IT environment that allows for growth, scale, and change.


Asset Management

  • Asset and Configuration Management is about properly planning and managing of Assetsreporting and auditing the relationships and attributes of all components, across every service in our infrastructure

Change Management

  • Change Management seeks to minimize the risk associated with changes, where ITIL defines a change as "the addition, modification, or removal of anything that could have an effect on IT services." This includes changes to the IT infrastructure, processes, documents, or supplier interfaces.

Continual Service Improvement

  • Continual Service Improvement is a type of process which utilizes techniques from quality management so as to learn from prior success and failures and aims constantly to increase efficiency and effectiveness of IT services and processes.

    Incident Management

    • ITIL incident management (IM) is the practice of restoring services as quickly as possible after an incident, detecting and recording incident details, matching incidents against known problems, and prioritizing incidents based on impact and urgency.

    Knowledge Management

    • ITIL Knowledge Management aims to gather, analyze, store, and share knowledge and information within an organization. The primary purpose of this ITIL process is to improve efficiency by reducing the need to rediscover knowledge.

    Problem Management

    • Problem Management seeks to minimize the adverse impact of Incidents by preventing Incidents from happening. For Incidents that have already occurred. Problem Management tries to prevent these incidents from happening again. ITIL defines a problem as "the underlying cause of one or more incidents."

    Request Fulfillment

    • Request fulfillment is the process responsible for managing the life cycle of all service requests from the users. It is the process for dealing with service requests, many of them are actually smaller, or low risk. The purpose needed to fulfill a request will vary depending upon exactly what is being requested.

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