ITIL Processes and Practices

The Ultimate Guide
ITIL Prozesse (Processes)

What is ITIL?

The term ITIL® is a registered trademark of PeopleCert and stands for “Information Technology Infrastructure Library” and is a collection of best practices for IT service management. ITIL provides a framework for the planning, provision, and support of IT services in companies. It thus provides comprehensive and practical guidance for the effective management of IT infrastructures and services.

ITIL aims to optimize the IT services value chain and meet business requirements. This includes improving the quality of services, increasing the efficiency of IT processes, improving customer satisfaction, and controlling costs.

For many IT service processes, ITIL provides practical recommendations and thus helps to optimize IT services. As a result, business requirements for IT Service Management can be better met and IT service processes can be operated more efficiently.

ITIL has become a globally recognized standard in IT Service Management (ITSM) and is used by many organizations around the world.

Benefits of ITIL

ITIL 4 - The current ITIL Version

ITIL 4 represents the current version of ITIL, it places a stronger focus on understanding services and value creation for customers. With its new models and content, ITIL 4 offers companies comprehensive practices (ITIL Practices) to further improve the quality, efficiency, and customer value of their IT services without imposing rigid processes on service providers.

ITIL 4 is based on the previous version of ITIL V3. With its framework for best practices in IT service management (ITSM), ITIL 4 provides enhancements and adaptations to basic IT service models and is in line with the requirements of ISO 20000.

ITIL 4 vs. ITIL v3 – The differences

With its new models and content, ITIL 4 offers companies comprehensive practices to further improve the quality, efficiency, and customer value of their IT services without imposing rigid processes on companies.

The reorientation of ITIL 4, away from the purely process-oriented approach, represents an elementary change from previous ITIL versions towards more flexibility and freedom.

ITIL 4 also emphasizes the integration of agile and flexible practices and enables closer collaboration with other frameworks such as DevOps. ITIL 4 promotes faster delivery of IT services, intending to develop a more efficient and customized service management strategy for organizations.

Four Dimensions Model:

The four dimensions of value creation are defined in ITIL 4 and are an elementary part of all service measures and considerations relevant to products and services.

  • Organizations & People
  • Information & Technology
  • Value Streams & Processes
  • Partners & Suppliers

The Four Dimensions Model is used in all ITIL measures and is also incorporated into the Service Value System.

The Service Value System (SVS)

The SVS describes the framework that integrates all activities and components of service management. It includes the following elements:

  • Guiding Principles: Guiding principles are designed to enable an organization to respond to any change. The change can be different goals, strategies, or even products. The following 7 Guiding Principles have been defined:
  1. Focus on value.
  2. Start where you are.
  3. Progress iteratively with feedback.
  4. Collaboration and promote visibility.
  5. Think and work holistically.
  6. Keep it simple and practical.
  7. Optimize and automate.
  • Governance: Management of IT services, including policies, responsibilities, and decision-making structures.
  • Service Value Chain: Measures that cover the complete lifecycle of an IT service, from planning and creation to delivery and continuous improvement.
  • ITIL Management Practices: Methods and approaches applied in different stages of the service lifecycle. For example: Request Management, Incident Management, Change Management, Service Level Management, etc.
  • Continual Improvement: Continuous optimization of processes, services, and ways of working to meet changing user requirements and expectations.
ITIL Service Value System SVS

The ITIL V3 Service Lifecycle:

The ITIL V3 Service Lifecycle consists of five stages: Service Strategy, Service Design, Service Transition (Transition), Service Operation, and Continual Service Improvement. Each stage has its specific processes and objectives to ensure an effective and efficient IT service.

ITIL V3 Service Lifecycle

ITIL 4 Practices vs. ITIL V3 Processes

Despite the lack of fixed specifications for ITIL 4 processes, the framework emphasizes that processes are defined for an organization and tailored to its specific requirements. ITIL 4 thus does not dispense with processes but describes them in a more fundamental form in its ITIL 4 practices.

ITIL 4 therefore provides the template for creating individual IT service management processes that can be optimally adapted to the requirements of the organization.

The relevance of the five ITIL stages and 26 processes of ITIL V3 continue to exist with ITIL 4, but in ITIL 4 they have the character of a guideline and do not represent a rigid specification.

ITIL 4 Practices

ITIL 4 describes the 34 ITIL practices as “a set of organizational resources designed for performing work or accomplishing an objective” tasks or the achievement of specific goals”. The practices are intended to serve companies as a basis for creating their service management processes adapted to their needs. Each practice defines the task and the goal of the respective practice for an organization.


Example of ITIL 4 Practice

As mentioned earlier, while each ITIL 4 practice does not include defined processes, it does include basic elements to enable organizations to design the process:

  • The Goal
  • Best practices & concepts
  • Actions
  • Technical Terms
  • Roles & Responsibilities
  • Responsibilities
  • Specific information

Our example of the Service Request Management practice is intended to illustrate the principle of ITIL 4 practices.

Efficient processing of service requests from users or customers. From service request to fulfillment and final evaluation, the entire lifecycle should be mapped.

Service request management aims to provide users with a smooth process for submitting requests and to ensure that these requests are handled appropriately by IT staff. This includes defining clear and understandable requirements, classifying and prioritizing requests, and tracking progress and fulfillment.

  • Incoming service requests should be prioritized and assigned to service staff accordingly.
  • Existing knowledge should be made available in knowledge management in order, for example, to be able to process recurring requests consistently and quickly.
  • A service catalog should be created for all available services.
  • Roles and rights management should ensure that services are only displayed to users who are authorized to request the specific service.
  • Other ITSM processes, such as IT asset management, should be integrated into the process. Integration allows services associated with assets to be managed and tickets to be linked to assets.
  • Dashboards and reports should help IT service teams manage the lifecycle of service requests, identify trends, and respond to them.
  1. Service request via the self-service portal, chat, or e-mail.
  2. Creation of a ticket with categorization and assignment to a service employee or, if necessary, upstream approval by a responsible person.
  3. Fulfillment of the service request by a service employee or technician
  4. Reply to the user and close the ticket
  5. Sending a survey to the user on satisfaction with the service provided
  1. Customers (e.g., a customer with a valid SLA)
  2. Service user (an authorized user of the services)
  3. Service Desk (Central point for accepting the service request if it cannot be automatically assigned to an agent.)
  4. Process Owner (Process owner)
    In some cases, this role is further broken down into the Continual Service Improvement (CSI) Manager and the Process Architect and Process Manager.
  5. Service Request Owner
  6. Service Request Processor (Agent)
  7. Service Expert/Specialist (Technical Specialist in 2nd or 3rd Level Support)
  1. Ticket ID/service request number: A unique identifier assigned to the service request to uniquely identify and track it.
  2. User contact information: The user's name, contact address, phone number, or email address.
  3. Service request description: a clear and detailed description of the request or problem that explains the purpose of the service request. Such as devices or software affected.
  4. Congestion and urgency: status and urgency of the service request to ensure that it is prioritized and processed accordingly.
  5. Service details: information about the affected IT service, such as service name, version number, location, or other relevant details.
  6. Service request requirements: information about the desired results or services that the user expects from the service request.
  7. Service level agreements (SLAs): Information about SLAs or agreements.
  8. Additional information: Additional information necessary to process the service request, such as screenshots, files, or documents.

ITIL Tools and IT Service Frameworks

The ITSM tool from OTRS — 17 certified ITIL practices

ITIL tools contain pre-defined processes, tools, and best practices tailored to the vendor’s specific products or services.

With OTRS, organizations get an IT Service Management solution that provides various modules for ITSM. The ITSM Solution includes 17 certified ITIL4 practices such as Monitoring & Event Management, Incident Management, Problem Management, Change Management, Configuration Management, and many more practices that can be customized to meet your specific needs. The ITSM Solution enables efficient management of service requests, tickets, and workflows and offers extensive reporting functions.

Make your IT Service Management efficient!

Other IT Service Frameworks

In addition to ITIL4, there are other frameworks designed to help organizations deploy IT services efficiently and effectively.

COBIT (Control Objectives for Information and Related Technologies) is a framework for IT service management. It provides best practices for controlling, monitoring, and improving IT processes. COBIT helps organizations improve their IT governance and compliance and increase the efficiency and effectiveness of their IT services.

eTOM (enhanced Telecom Operations Map) is a framework for IT service management used specifically in the telecommunications industry. It provides a standardized structure and process map to define the business processes and functions in a telecommunications company. eTOM helps improve the efficiency, quality, and customer satisfaction of IT services through clear process flows and uniform standards.

FitSM (Framework for Integrated IT Service Management) is a lightweight framework and provides a pragmatic and flexible method for planning, implementing, and improving IT service processes in IT Service Management. FitSM focuses on the integration of best practices and standards, such as ITIL and ISO/IEC 20000, and provides a clear guide to effective IT service delivery. It is suitable for both small and large organizations and enables efficient and cost-effective implementation of IT service management.

ISO/IEC 20000 Is an international standard for IT service management that specifies requirements for an effective service management system.


An ITIL process includes measures defined within the IT Infrastructure Library (ITIL) framework to achieve specific goals in IT service management. ITIL processes help to manage IT services efficiently, improve the quality of services, and increase customer satisfaction.

There are 26 ITIL processes categorized into five phases of the ITIL Service Lifecycle: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

ITIL practices are methods or techniques used in IT service management to increase service quality and value in the organization. They provide best practices and recommended actions for implementing ITIL processes and help deliver effective and efficient IT services.

ITIL 4 is the latest version of the IT Infrastructure Library (ITIL) framework. It offers a holistic approach to IT service management and focuses on creating value for customers through practical IT services.