ITIL Foundation 1-9: Process and Function

Define processes and functions

  • Process – a structured set of activities designed to accomplish a specific objective.
    • A process takes one or more defined inputs and turns them into defined outputs
    • A process consists of actions, dependencies, and sequence
  • Function – A team or group of people and the other resources or tools that are used to carry out a process or process activities. example – service desk
  • Group – a number of peoplle who are performing similar activities
    • not a formal structure
  • Team – formal structure; people working together with a common objective
  • Department – Formal organizational structure within an org.  Usually hierarchical
  • Division – a number of departments that have been grouped together, often self-contained within an organization
  • Service Desk – Single point of contact for users into the IT service provider
  • Tools
    • Service Automation –
    • Capacity Management
    • Knowledge Capture



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