ITIL Processes - Full Guide
Written By : Bakkah
28 Aug 2025
If you are starting your journey in IT, you have likely heard the term "ITIL." It is the world's most widely adopted framework for IT Service Management (ITSM), and at its core are the ITIL Processes.
ITIL® 4 is the most widely adopted IT Service Management framework, evolving from earlier process-based models to 34 holistic practices that blend processes, people, and technology.
Key practices—such as Incident, Problem, and Change Management, Service Desk, Service Level Management, and Service Request Management—are essential for efficient IT operations.
Mastering these boosts efficiency, aligns services with business goals, and enhances career opportunities.
What is an ITIL Process?
An ITIL Process is a structured set of activities designed to accomplish a specific objective. Think of it as a proven recipe that takes one or more defined inputs and turns them into defined outputs, helping to create value for customers.
These processes are the engine of ITIL's Service Value System (SVS). They provide the "how-to" for managing technology in a way that aligns with business goals, ensuring services are delivered consistently, reliably, and effectively.
1. The Shift from ITIL v3 Processes to ITIL 4 Practices
This is a critical point to understand. While people still frequently search for "ITIL Processes," the latest version, ITIL 4, has evolved this concept into 34 "Practices."
A practice is a broader and more holistic concept than a process. It includes not just the process steps but also the people, skills, technology, information, and partners needed to achieve the goal.
2. The 3 Categories of ITIL 4 Practices
The 34 practices in ITIL 4 are organized into three main categories. This structure helps organizations manage different aspects of their service delivery.
These categories are General Management Practices, Service Management Practices, and Technical Management Practices.
For beginners, the Service Management practices are often the most relevant starting point.
Core ITIL Processes
Here we will explore the key ITIL Processes that form the foundation of day-to-day IT operations.
These are the practices you are most likely to encounter and will need to master for a successful career in ITSM.
1. Incident Management Process
The primary goal of the Incident Management process is to restore normal service operation as quickly as possible. It deals with unplanned service interruptions, like a website going down or an application failing to launch.
Its key focus is speed and resolution to minimize the negative impact on the business. The process typically follows clear steps: incident logging, categorization based on its type, and prioritization based on its impact and urgency.
This is followed by initial diagnosis, escalation if necessary, and finally, resolution and closure. The aim is to get the user back up and running fast.
2. Problem Management Process
While Incident Management fixes things quickly, the Problem Management process aims to prevent incidents from happening again. A "problem" is the underlying cause of one or more incidents.
This process involves identifying and logging problems, often based on recurring incidents. It then proceeds with investigation and root cause analysis (RCA) to find the true source of the issue.
Once the root cause is known, a workaround may be created to help with future incidents, or a "known error" record is created until a permanent fix can be implemented through change.
3. Change Enablement Process (formerly Change Management)
The purpose of the Change Enablement process is to maximize the number of successful service and product changes. It ensures that risks are properly assessed before any changes are made to the live IT environment.
The process begins when a Request for Change (RFC) is submitted. This RFC is then assessed for its benefits and risks, and subsequently authorized (or rejected) by the appropriate authority.
If approved, the change is planned, built, tested, and implemented. A final review confirms whether the change was successful and delivered the expected value.
4. Service Desk Practice
The Service Desk is not just a process but a critical practice that acts as the single point of contact between the IT department and its users. It is the face of IT for the entire organization.
Its main function is to capture demand for incident resolution and service requests. The Service Desk is responsible for logging and acknowledging all user interactions, providing support, and communicating with users.
By offering timely assistance and escalating issues to the right teams, a great Service Desk dramatically improves user satisfaction and the overall perception of IT.
5. Service Level Management (SLM) Process
The Service Level Management process is responsible for setting clear, business-based targets for service performance. These targets are formally documented in Service Level Agreements (SLAs).
This ITIL Process involves negotiating and agreeing upon these SLAs with the customer. It's about ensuring that IT and the business have a shared understanding of what constitutes "good" service.
SLM then involves the ongoing monitoring of service performance against the agreed-upon SLAs. It provides reports to ensure that expectations are being met and to identify areas for improvement.
6. Service Request Management Process
The purpose of this process is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests. These are not failures but routine requests for something new.
Examples include a user asking for access to a software application, requesting a new laptop, or needing a password reset. These requests are low-risk, common, and can be streamlined.
Differentiating these from incidents is crucial. By creating simple, standardized workflows for common requests, organizations can fulfill them efficiently without distracting teams from urgent incident or problem resolution.
Why Learning ITIL Processes is a Smart Career Move
Understanding these practices is more than just academic knowledge. It's a direct pathway to professional growth and career success in the modern IT landscape.
1. High Demand in the Job Market
Employers across all industries—from tech and finance to healthcare and government—value professionals who understand the ITIL framework.
Roles like IT Manager, Service Delivery Manager, IT Support Specialist, and Project Manager often list ITIL certification as a key requirement.
2. Improved Efficiency and Productivity
When you understand ITIL, you know how to work smarter. You can contribute to a more stable, efficient, and predictable IT environment.
This knowledge empowers you to reduce downtime, streamline workflows, and help your team deliver better results, making you a more valuable employee.
3. A Pathway to Higher Salaries
ITIL certification is a clear signal to employers that you have a verified, industry-standard skill set. This often translates into better job opportunities and a higher earning potential.
Investing in an ITIL certification is an investment in your financial future.
4. The First Step to a Fulfilling Career
For anyone serious about a career in IT, an ITIL certification is the foundational step. It provides you with the language, concepts, and tools to excel.
The best first step you can take on this path is with a certification that is recognized and respected worldwide. Bakkah's ITIL® 4 Foundation - Certification Training Course is the perfect place to start.
Bakkah's ITIL® 4 Foundation Course Outlines
Bakkah's flagship ITIL® 4 Foundation course is designed to turn you from a beginner into a confident, certified professional.
It's the perfect starting point to master every concept we've discussed. We don't just prepare you to pass an exam; we prepare you for a successful career.
Our course is structured to provide a comprehensive and engaging learning experience:
Module 1: Mastering the Core Concept
We build your knowledge from the ground up, ensuring you grasp the fundamental principles of IT service management and the ITIL 4 framework. You'll learn the "why" behind the "what."
Module 2: The Four Dimensions and Guiding Principles
You'll dive deep into the holistic approach of ITIL 4, understanding how to balance People, Technology, Partners, and Processes to deliver real value.
Module 3: The Service Value System (SVS)
This module demystifies how all components of ITIL work together to co-create value. You'll understand the flow from opportunity to delivery.
Module 4: A Deep Dive into Key ITIL Practices
We focus on the most critical practices like Incident Management, Problem Management, and Change Enablement, using real-world examples to make the theory stick.
Join ITIL® 4 Foundation - Certification Training Course
Bakkah's ITIL® 4 Foundation Exam Simulators
Knowing the steps of the Change Enablement process is one thing, but recalling them under exam pressure is another. Passing the official exam requires practice, and that is where our simulators give you the winning edge.
Bakkah's ITIL® 4 Foundation Exam Simulators provide an experience identical to the real certification test.
They help you master your timing, identify any remaining knowledge gaps in your understanding of the ITIL Processes, and build the confidence you need to walk into the exam and pass on your first attempt. Don't leave your success to chance; prepare with the best tools available.
Enroll Now in Bakkah's ITIL® 4 Foundation Exam Simulators
Start Your ITIL Certification Journey with Bakkah Today
You are now equipped with knowledge of the most important ITIL Processes. It's time to take the final step and transform that knowledge into a globally recognized certification that will open doors for you. Bakkah is your dedicated partner for this journey.
We are fully accredited by AXELOS and PeopleCert, ensuring you receive globally recognized training that industry leaders respect. Get the best value for your investment with our affordable prices and discounts of up to 60%. You will move beyond static slides with our Interactive Presentations, 50+ module exercises, and engaging learning content.
We guarantee you are ready for exam day. You will prepare with confidence using our pre- and post-assessments, a full 40-question exam simulation, and invaluable resources like our exclusive Cheat Sheet and Mind Map. Best of all, you can learn at your own pace with one-year access to all course materials.
Our ITIL Course Portfolio:
Visit the Bakkah website today to learn more about our courses and enroll.
Conclusion
ITIL (Information Technology Infrastructure Library) is the world’s leading framework for IT Service Management (ITSM), with processes designed to align technology services with business goals.
While ITIL v3 focused on processes, ITIL 4 evolved into 34 broader “practices” covering people, skills, technology, and workflows.
These practices fall into three categories: General Management, Service Management, and Technical Management. Core practices for IT professionals include Incident Management, Problem Management, Change Enablement, Service Desk, Service Level Management, and Service Request Management—each aimed at improving service delivery and efficiency.
Incident Management focuses on restoring services quickly, while Problem Management targets the root cause to prevent future disruptions. Change Enablement ensures risk-assessed, successful service changes.
The Service Desk acts as the main communication hub between IT and users, handling issues and requests effectively.
Service Level Management sets and monitors agreed service performance targets through SLAs, ensuring alignment between IT and business expectations.
Service Request Management streamlines routine, low-risk user requests like access permissions or hardware provision.
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