One thing that always amaze me about average layman us that : once you say that you are an IT personnel , you are expected to know almost everything in IT. It does not work that way if I must be since with you. In managing IT projects , we have what is called IT Service Management function. That is what I am bringing to you in this article.


I have discussed the concept of service in my previous article. In this article, I want to look at three more concept that you need to know in ITIL. I will be talking more about the concept of Function in IT Service Management.


Follow me as we look at this together in this article.

Service management function


A function in ITIL is a group of people as well as the tools that they are using to carry out one or more of their processes or functions. That means a Function will always have more than one processes under them.



A Process can be defined as a well organised set of activities that is meant to achieve a particular objective. When you have an assignment, you must have procedure that you are following for that particular assignment. For example , in construction, you cannot lay blocks , if you have not done the foundation for the building.


Under I.T service management function, you should know that a process may include any of the roles, responsibilities, tools and management controls required to reliably deliver the desired output. That means process are activities that are performed by two or more people who are experts in their own right in order to achieve project objectives.



Under I.T Service management function, roles are set of responsibilities, activities and authorities granted to a person or a team. A role is always part of a process. When an individual or group of people are given a role, they are expected to perform an action that will contribute to the overall process of an organization.


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Salau Adeniyi Olayinka (CEP, MCTP,CSCU, Hubspot Inbound Marketing Expert) is an accomplished Digital Marketer and E-Business Consultant . His passion is writing and sharing of knowledge and meeting people. He intends to use this blog to boost ICT and E-Business Knowledge in Nigeria and beyond.
He is currently the Digital Marketing & I.T Executive for New Creations Properties Limited , a Real Estate Firm in Ogun State, Nigeria as well as the CEO of Fourth Mouse Consulting , a Digital Marketing firm in Nigeria.


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