processes

for effective IT Service Management within a service lifecycle context. In ITIL 4, these are termed practices : Incident management Problem management

• Change management Configuration management Service desk Continual improvement
• Common ITIL 4 practices and purposes Practice/process
• Purpose Incident management
• Restore normal service as quickly as possible Problem management

Identify and address root causes of incidents

Change management Ensure controlled and successful implementation of changes Service desk

• Provide a single point of contact for IT
• users and issues Configuration management
• Maintain information about IT assets and configurations Continual improvement Incrementally enhance services and practices Roles and responsibilities in ITIL

Service owner

Process owner

Change managerIncident managerConfiguration managerITIL certification pathwaysITIL certification

validates

IT professionals’ knowledge of ITIL framework, processes, and practices. Certification is managed globally, often starting with the