ITIL Key Concepts: An Overview Of Processes And Functions

What is ITIL?

ITIL is an abbreviation of ‘Information Technology Infrastructure Library’. It is a set of best practices for delivering IT service focused on maximizing efficiency aligned with customers’ needs. The standards have been adopted by small, medium and large firms to select, plan, deliver and support IT services. It has roots back in the 1980s and was originated by the UK government. Aiming at the economical and quality oriented provision of IT services, the guidelines focus on optimized use of resources.

Objectives of ITIL

  • Providing optimized service value to customers
  • Ensuring efficient utilization of capabilities and resources
  • Providing information regarding costs and risks
  • Anticipating trust through warranties and effective utilities
  • Optimization of process plans to meet specific goals
  • Task-oriented definition of roles

In the article below we have mentioned concepts, processes and functions of ITIL  guidelines to make it a promising career

Key concepts of ITIL

Let's have a look at core concepts of ITIL around which the best practices have been developed

Service Strategy:

Services are defined as assets by ITIL service strategy. Moreover, principles are devised for maintenance and implementation of services. Issues relating to business processes, decision making, service improvement, policies, corporate culture, and corporate governance are also incorporated in ITIL.

Service Design:

Domains like service catalog management, continuity management, capacity management and supplier management are addressed in the service design concept.

Service Transition:

Guidelines relating to change evaluation, application development, change management, project management, service assets management, knowledge management and release management are addressed in this concept. 

Service Operation:

ITIL service operation guidelines address the activities aligned to event management, incident management, request fulfillment, access management, problem management, IT operations control, facilities management, application management, technical management, etc.

Continuous Improvement:

Guidelines relevant to processes involved in service review, CSI initiatives and monitoring of CSI initiatives are defined in this domain. 

Processes and Functions

Now, coming to some other important concepts of processes and functions.


Efficient governing methods are required to monitor each set of programs. Processes are the practical rules that are aimed at gaining specified goals. The business process is defined by ITIL V3 as a structured sequence of activities formed to accomplish a specific goal. The inputs of a process are defined which are converted into predefined outputs. These outputs are required by stakeholders or customers.


Functions are commonly the methods by which the employees and the high-end programs are utilized to perform the processes to make the operations efficient.

According to Business Dictionary business functions refer to actions performed to produce a defined result by a device, person or department. More specifically, a function remains the same while the objective usually changes.

Are you confused about the difference?

If you are confused about the difference between functions and processes, the major difference is presented below to help you out:

The basic difference lies in movement and flow. The process is a flow of interrelated activities that work together to achieve an objective. Whereas, a discrete action that produces a result is a function. A function can be part of a process or even be the name of a process. Consequently, we all agree that the two are different. Mostly, the functions are documented but the processes are not. When undergoing changes and meeting close deadlines, the documentation of functions is readily available but that of processes is often not there.

Understanding the dynamics of functions and processes is important, but more important than that is understanding the benefits associated with the implementation of ITIL and then implementing ITIL guidelines to get the most out of processes and functions associated with the success of your organization. 

The Benefits of ITIL implementation

The majority of IT service providers have experienced the benefits associated with ITIL implementation. Let's have a look

  • Better product delivery and increased customer satisfaction
  • Better synchronization between IT and business
  • Better risk management with a wider scope
  • Better service management to support business agility
  • Better cost and assets assessment
  • Better utilization of local resources concluding cost management

The increasing demand for ITIL professionals around the globe shows that IT firms are experiencing the extraordinary benefits of ITIL framework. If you are considering a major career move in this prospering field of IT and looking for appropriate IT training to boost your career, earning ITIL certification online would be a great step.

What are the ITIL Certification Levels?

Candidates can choose from many options relevant to different areas of implementation. There are five levels of qualification confirming the five-tiered structure of ITIL.

Foundation Level:

It is an entry-level certification that helps you in understanding the terms, elements and concepts of ITIL service lifecycle.

Practitioner Level:

This level enhances your ability to implement ITIL framework. It supports businesses to adopt ITIL framework to gain business objectives.

Intermediate Level:

This level improves your ability to perform service operations and organize critical success factors.

Expert Level:

This level is next to the intermediate level, it helps the professionals to learn and demonstrate ITIL best practices.  

Master Level:

The most advanced level designed for leaders, managers or management advisors with five years of experience. It enables you to select and apply ITIL principles, methods and techniques to get the best results.


As more and more organizations are attempting to become ISO certified, the demand for professionals with the right skills is on the rise. Hundreds of firms including retail, IT, entertainment, manufacturing and medical, etc. have adopted and adapted to ITIL framework. It provides guidelines to optimize processes and functions aiming at enhanced customer satisfaction. It is a 5-tier structure and provides certifications at five levels including Foundation, Practitioner, Intermediate, Expert and Master level. The average annual income of an ITIL expert is as high as $ 7500 a month. If you are looking for an ambitious career move in the IT industry, don’t take too long, ITIL certifications are the best option for you to explore in our most accredited IT trainings.