ITIL® 2011 Processes

Difference Between ITIL® 2011 & ITIL V3 Processes


Last updated July 27, 2017


Looking for a guide to the ITIL certification exam changes? How has the processes module changed from the ITIL V3 certification to the latest ITIL® 2011 certification?
In this article, we summarize the key differences between the two versions of the ITIL certification exam, and explore the new process groups added for ITIL 2011.

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Processes – ITIL 2011 vs ITIL V3

Service Strategy – 2 new processes added

1. Strategy Management for IT services - new
2. Service Portfolio Management
3. Financial Management for IT services
4. Demand Management
5. Business Relationship management - new

Service Design—1 new process added

1. Service Catalogue Management
2. Service Level Management
3. Supplier Management
4. Capacity Management
5. Availability Management
6. IT Service Continuity Management
7. Information Security Management
8. Design Coordination - New

Service Transition—1 process renamed

1. Transition Planning and Support
2. Change Management
3. Service Asset and Configuration Management
4. Release and Deployment Management
5. Knowledge Management
6. Service Validation and Testing
7. Change Evaluation- The word Change has been introduced

Service Operation

1. Event Management
2. Incident Management
3. Problem Management
4. Request Fulfillment
5. Access Management

Continual Service Improvement

1.  Seven Step Improvement

Apart from the above 26 processes distributed across five life cycles, there are four functions, which are same as ITIL® V3, namely -
1. Service Desk
2. Application Management
3. Technical Management
4. IT Operational Management

These four functions fall under the Service Operation lifecycle module, which is the only module to have functions apart from processes.

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About the Author

Chandana is working as a Senior Content Writer in and handles variety of creative writing jobs. She has done M.A. in English Literature from Gauhati University. A PRINCE2 Foundation certified, she has a unique and refreshing style of writing which can engross the readers to devour each sentence of her write-ups.


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