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Processes of IT Service Management

according to ITIL® and ISO 20000



IT Service Management describes processes and functions for efficient and effective provision of IT services respecting the business requirements of the IT service consumers. Required tools therefore are

  • appropriate processes in IT integrated into the business processes

  • qualified staff with defined tasks and responsibilities

  • according information technology (IT infrastructure)

enabling business conforming IT service by their collaboration.


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With the new ITIL® 4 the presentation of the standard changes to "Value Streams". This does not mean that the process view is obsolete, on the contrary - from an organizational point of view, the Value Stream is nothing more than a new way of looking at process chains, triggered by demand, focusing on value creation and supplemented by respective tools. This allows the new aspects of ITIL® 4 to be integrated into the service lifecycle:


General ITSM Process Map


IT services are maintained over their complete life cycle in 5 phases by IT Service Management:

Service Strategy

Provision of strategic and tactical requirements for an efficient and effective IT Service Management and related financials, integration of the IT services into the business of the IT service consumers and controlled service consumption based upon a well defined service portfolio


Service Design

Creative steering of the life cycle of IT services beginning with the initial specification respective modifications and improvements to the implementation ready robust design regarding the business requirements, capacity, availability, security and continuity of service provision


Service Transition

Controlled rollout of the newly developed respective modified IT services to service operation


Service Operation

Efficient, goal oriented operation of the IT services


Service Improvement

Continually in closed loop optimized IT services, securing the introduction of the experiences from the past into the improvement


Main processes of the ITSM service life cycle

IT service lifecycle according to ITIL® 2011 according to ITIL® and ISO 20000

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Last update 2023-09-07 

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