What are ITIL processes?

In this short blog guide, we aim to answer the questions: What are ITIL processes and how can businesses work with this framework? ITIL 4 (Information Technology Infrastructure Library version 4) specifies procedures, processes and checklists for how IT departments can streamline their IT processes and deliver value to users.

The five core ITIL processes are:

1. Incident Management

Manage and resolve IT incidents as quickly as possible
Quick overview via agile tools such as Kanban boards
Automatic rules for prioritisation
Integration with external systems for major incidents

2. Problem Management

Identify root causes of incidents

Prevent recurring disruptions

Traceability and history for better analysis

Structured documentation of solutions

3. Service Desk

First point of contact between users and IT

The main task is to handle incidents and orders.

Omnichannel support (email, telephone, chat, social media)

Knowledge base and FAQ for faster solutions

24/7 availability through chatbots

4. Service Request Management

Structured order management

Digital signing for secure order management

Guided forms for a better user experience

Automated workflows

5. Event Management

Proactive monitoring of IT infrastructure

Automated handling of system events

Digital verification of manual checks

Preventive measures against operational disruptions

Summary of the question of what ITIL processes are

ITIL processes are part of the ITIL 4 framework, which creates a structured basis for how IT departments can handle cases and orders, and enable digitisation and improvement of business processes. By implementing ITIL processes, organisations can achieve more efficient workflows, more satisfied users and reduced IT costs.

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What are ITIL processes?