ITIL Processes List – 26 ITIL Processes and 5 ITIL Service Lifecycle Stages

By Nandini 

Last updated on Nov 10 2021

ITIL Processes List – 26 ITIL Processes and 5 ITIL Service Lifecycle Stages

Introduction to ITIL Processes


ITIL® is the most popular ITSM framework in the world. It has gain wide popularity in the IT market. ITIL includes 26 ITIL processes. These processes have been divided into five service lifecycle stages. ITIL processes are a sequence of activities that include inputs, triggers, and outputs. In this article, we will discuss various ITIL® processes and their importance.


List of five service lifecycle stages:


  1. Service Strategy
  2. Service Transition
  3. Service Design
  4. Service Operations
  5. Continual Service Improvement (CSI)


List of 26 ITIL Processes


Service Strategy ITIL Processes


The service strategy stage has 5 ITIL processes:

Service Strategy is the first stage of the ITIL® service lifecycle. It helps businesses in setting and achieving their mission. This stage is specifically for developing strategies. These startegies help analyse market trends and optimize products in accordance with them This eventually helps businesses serve their customers better. Now let’s discuss about the 5 ITIL® processes that come under service strategy lifecycle stage.


Strategy Management

This process is used to analyse the market and know the market position of products. Activities involved in this process are,

  • Conducting a strategic assessment
  • Creating a strategy
  • Execution of the strategy
  • Measuring and evaluating results


Demand Management

This process helps in evaluating demand versus supply in the market. By understanding demands and customer requirements, businesses can take steps to meet them. Demand Management is all about evaluating demand and availability, deciding capacity, and making profitable decisions out of it.

Activities involved in this process are

  • Finding sources of demand and forecasting
  • Business activity and user profiles analysis
  • Developing differentiated offerings
  • Handling operational demand.


Service Portfolio Management


Service portfolio management helps in managing portfolios of the IT services. It ensures that the services remain in alignment with the goals of Service Strategy.

Activities involved in service portfolio management are,

  • Defining services
  • Analyzing services
  • Approving services
  • Chartering services


Availability Management


Availability management is used for evaluating customer demand against the availability of services being provided. Demand Management helps businesses understand the requirements and demands of their customers in order to make necessary upgrades to their processes.

Activities involved in availability management are,

  • Identifying demand
  • Forecasting
  • Business activity and user profiles analysis
  • Developing offerings
  • Managing operational demand


Business Relationship Management


Business Relationship Management is the last one in the ITIL Service Strategy lifecycle stage. Activities involved in this process are,

  • request and complaint handling
  • identifying opportunities
  • managing business relationships.


Service Design ITIL Processes


The next one in the ITIL® service lifecycle is Service Design. This stage is focused on design and functions. It involves planning of products, designs, processes and more. It is used to meet customer demands whilst meeting business goals. There are 8 ITIL processes in the service design stage, let’s discuss them.


Service Level Management


Service level management helps in setting the target for business and evaluating the performance based on it. It involves use of SLAs and helps in understanding the service level goals.

Activities involved in Service Level Management are:

  • Understanding service requirements
  • Drafting and negotiating SLA’s,
  • Defining and standardizing SLA’s
  • Monitoring and reporting service performance


Service Catalog Management

Service Catalog Management focuses on availability of latest and updated catalogs. It promotes productivity by making sure catalogs are available to customers whenever required.

Activities involved in Service Catalog Management are:

  • Documenting service definition
  • Documenting service description
  • Service catalog contents
  • Creating the service catalog
  • Maintaining the service catalog


Capacity Management


Capacity management is majorly focused on systems and operations. It helps businesses operate at optimum capacity which ensures the business requirements are met.

Activities involved in capacity management are,

  • Monitoring data and capacity
  • Analysis of capacity data
  • Investigation of capacity issues
  • Setting and updating capacity plans
  • Review of capacity
  • Optimization of capacity


Availability Management


The aim of Availability Management is to make sure that the required services are made available to customers during the time of need.

Activities involved in availability management are:

  • Monitoring availability
  • Analyzing availability
  • Data investigation
  • Service unavailability
  • Availability planning
  • Availability review
  • Testing


IT Service Continuity Management


IT Service Continuity Management involves efficient management of risk and business continuity.

Activities involved in IT Service Continuity Management are,

  • Developing requirements
  • Continuity plans
  • Implementation of continuity plans
  • Invoking the continuity plan


Information Security Management


Information security management focuses on protecting systems and data. It keeps strict restriction on the access.

Information Security Management involves activities are,

  • Intrusion detection
  • Damage prevention
  • Damage control
  • Problem solving
  • Understanding security requirements
  • Creating and implementing security policies
  • Information assessment
  • Security control review


Supplier Management

Supplier management is focused on monitoring supplies. This helps in handling supplies, ensuring good supplier relationship, adherence to contracts and more.

Activities involved in supplier management are,

  • Setting requirements
  • Evaluating suppliers
  • Selecting suppliers
  • Managing performance
  • Updating or ending contracts


Design Coordination


Design coordination focuses on the management of design phase. It handles areas like resource availability, design optimization and more. Processes involved in this help determine the design quality and makes sure they meet customer needs.

Activities involved in Design Coordination are,

  • Defining policies and methods
  • Planning resources and capabilities
  • Management of design risks
  • Service design improvements


Service Transition ITIL Processes


Service transition is the third stage of the ITIL® service lifecycle. It helps in maintaining the existing services and handles transitions whilst making new upgrades to the organization. The service transition stage also handles risks and offers guidance on avoiding them

There are 7 ITIL processes in Service Transition. Let’s talk about them.


Change Management

Change management focuses on supporting changes and upgrades to the business whilst ensuring the business remains profitable.

Activities involved in Change Management are,

  • Registration
  • Categorization
  • Risk and impact analysis
  • Approvals
  • Coordination of change
  • Authorization of change deployment
  • Review of change


Change Evaluation

Change evaluation process focuses on management and evaluation of changes that will help in the growth of the organization.

Activities involved in this process are,

  • Planning evaluation
  • Evaluation of predicted and actual performance


Release and Deployment Management

The major aim of release and deployment management is to handle software deployment without impacting the existing production process.

Activities involved in release and deployment management are,

  • Release planning
  • Building and testing release
  • Deployment
  • Reviews and closure


Service Validation and Testing

Service validation and testing focuses majorly on the service changes and its continuation. Activities involved in service validation and testing are,

  • Plan and design
  • Verification of test plans and designs
  • Preparation of test environments
  • Performance of tests
  • Evaluation of exit criteria
  • Test environments and closure.


Service Asset and Configuration Management

Service Asset and Configuration Management focuses on the management of CI attributes, relationships, and history.

Activities involved in this process are,

  • Management and planning
  • CI identification and control
  • Status accounting and reporting
  • Verification and accounting


Knowledge Management

Knowledge management helps in the collection and usage of data. This will help technicians in the resolution of problems. Activities involved in knowledge management are,

  • Knowledge management strategy
  • Identification of data sources
  • Collection of data sources
  • Drafting knowledge
  • Technical and editorial reviews
  • Publishing of reviews


Transition Planning and Support

Transition planning and support process helps in implementation of a new transition and in upgradation of a service.

Activities involved in transition planning and support process are,

  • Defining transition strategy
  • Preparation for service transition
  • Planning and coordinating the transition
  • Monitoring and reporting the progress of transition


Service Operations ITIL Processes


Service Operations ITIL Process is the fourth one in the ITIL service lifecycle. It helps in seamless delivery of services in the process and focuses on offering quality services to customers. It manages business goals and keeps them in line with the market updates.

There are 5 ITIL processes in service


Incident Management

Incident management focuses on eliminating interruptions in the process. It helps professionals take steps to restore the flow of the process when encountered with issues.

Incident management involves activities like,

  • Registration of incident
  • Segretating the incident
  • Prioritizing restoration
  • Investigation and diagnosis of issue
  • Issue resolution


Problem Management

Problem management focuses on resolution and avoidance of issues that occur repeatedly in a process. Activities involved in this process are,

  • Problem detection
  • Problem registration
  • Investigation and diagnosis of the problem
  • Resolution of problem


Event Management

Event management process is focused on service continuity. It keeps a check on all processes, monitors the flow, offers solutions and helps avoid interruptions.

Activities involved in event management process are,

  • Event notifications
  • Detection of the event
  • Correlation of events
  • Categorization of events
  • Event reviews


Access Management


Access management focuses on security of the system. It works on prevention of unauthorized system access and offers access only to legal users.

Activities involved in access management are,

  • Access of requisition
  • Verification and validation
  • Rights provision
  • Monitoring and tracking the access
  • De-provisioning access


Service Request Fulfillment

Service request fulfilment focuses on managing service requests. The process involves receiving, logging, prioritizing and resolving service requests.

Activities involved in the service request fulfilment process are,

  • Registration requests
  • Requests for validation
  • Categorization and prioritization of requests
  • Reviewing requests
  • Authorizing requests


Continual Service Improvement  ITIL Processes


Continual Service Improvement is the fifth and the last stage of the ITIL® service lifecycle. It focuses on policy upgrades, and improvements involved in the ITIL® process framework. CSI helps in finding out the areas of improvement and evaluating their effects. CSI stage involves market research and directs businesses to make improvements and upgrades based on demand.

If you’re an ITIL professional, consider getting the ITIL® Certification Training offered by Sprintzeal. It is widely popular among ITIL professionals. Several aspirants from various parts of the world have enrolled in the training program and got certified. Sprintzeal is an AXELOS authorized training partner offering certification training in three modes of study. Candidates can choose the mode of study that suits their needs and get trained by industry experts.


Explore ITIL Service Type Certifications:


  1. ITIL® Service Design
  2. ITIL® Service Strategy
  3. ITIL® Service Transition
  4. ITIL® Service Operation


To get full details about various levels of ITIL training programs, chat with our expert.

About the Author

Sprintzeal   Nandini 

With over 3 years of experience in creating informative, authentic, and engaging content, Nandini is a technology content writer who is skilled in writing well-researched articles, blog posts, newsletters, and other forms of content. Her works are focused on the latest updates in E-learning, professional training and certification, and other important fields in the education domain.

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