IT Infrastructure Library
Logics of Structure-Building Processes
The Information Technology Infrastructure Library (ITIL) is a collection of pre-defined processes, functions and roles typically found in any IT infrastructure of medium and large enterprises. In five core volumes with currently 26 core processes, ITIL describes the components and processes of the life cycle of IT services (IT Service Management (ITSM)). A core requirement of the processes is measurability. The practical assignment of activities is based on roles and functions. These are merely best-practice suggestions that must be adapted to the needs of the company. Since 2013 ITIL has been a trademark of AXELOS, a joint venture between CAPITA and Cabinet Office.
| ITIL Discipline | ITIL Processes / ITIL Roles | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Service Transition (Service-Überführung) | Change Management | Change-Evaluation | Projektmgmt. (Trans. Planning & Support) | Application-Development | Release und Deployment Management | Service-Validation & -Test | Service Asset & Configuration Management | Knowledge Management | |
| Change Manager | Change Manager | Projekt-Manager | Anwendungs-Entwickler | Release Manager | Test-Manager | Configuration Manager | Knowledge Manager | ||
| Change Advisory Board (CAB) | |||||||||
| Emergency Change Advisory Board (ECAB) | |||||||||
| Service Operation (Service-betrieb) | Event Management | Incident Management | Request Fulfilment | Access Management | Problem Management | IT Oper. Control (Steuerung des IT-Betriebs) | Facilities Management | Application Management | Technical Management |
| IT Operations Manager | Incident Manager | Incident Manager | Access Manager | Problem Manager | IT Operations Manager | Facilities Manager | Anwendungs-system-Analytiker | Technischer Analytiker | |
| IT-Operator | 1st Level Support | IT-Operator | |||||||
| 2nd Level Support | |||||||||
| 3rd Level Support | |||||||||
| Major Incident Team | |||||||||