ITIL Processes

IT Infrastructure Library (V3 / 2011) - Stages -> Processes -> Sub-Processes:

Fig-1: ITIL Life Cycle

(I) Service Stages [5]	(II) Processes [37]	(III) Sub-Processes [116]
Service Strategy [SS]	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
	Financial Management for IT Services	Financial Management Support
		Financial Planning
		Financial Analysis and Reporting
		Service Invoicing
	Demand Management	--None--
	Business Relationship Management	Maintain Customer Relationships
		Identify Service Requirements
		Sign up Customers to Standard Services
		Customer Satisfaction Survey
		Handle Customer Complaints
		Monitor Customer Complaints
Service Design [SD]	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	--None--
	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	--None--
	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 [ST]	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	--None--
	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	--None--
Service Operation [SO]	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 Fulfilment	Request Fulfilment 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	--None--
	Facilities Management	--None--
	Application Management	--None--
	Technical Management	--None--
Continual Service Improvement [CSI]	Service Review	--None--
	Process Evaluation	Process Management Support
		Process Benchmarking
		Process Maturity Assessment
		Process Audit
		Process Control and Review
	Definition of CSI Initiatives	--None--
	Monitoring of CSI Initiatives	--None--

 Fig-2: ITIL Service Support Desk

 Fig-3: How to work with a service desk

Fig-4: ITIL Software Development Life cycle