I have always had people asking me what IT Service Management process is. Some want to know what ITIL Process really is. I have purposely write this article to explain all that you need to know about it.  IT Infrastructure Library has remained one of the IT courses that allow one to manage and carry out successful IT Projects based on best practises or frameworks.


In my previous article, I have already talked about what IT Service management is. You can check that article here.


In this article , I am not going to keep you in the dark.  I want to talk about all that you need to know about ITIL process. I will explain it in such a way that you will also be able to explain it to others. 


I have talked about Process as well as Process owner in my previous article. In this article, I want to talk about four main characteristic that will help you to know what a process is. Follow me as we look at that together in this article.


Specific result
In order to understand a process, you must know that the process exist in order to deliver a specific result. You need to ask yourself why you are doing it. This will help you to understand the specific result that you plan to achieve.



This is another fact that you need to know about a process. You have to know the recipient of the task that you are trying to perform. You have to know the desired outcome that customers are expecting from your service.

service management process


This is also another factor that must be considered when you are involved in an IT Service management process. You must have a way of measuring what you have done and make necessary adjustment when necessary. There must be Key Performance Indicator which you will always use to judge in order to determine whether you are doing the right thing or not.


Event specific
If you are involved in an  IT Service management process, you need to know factors or actions that trigger that process. This is necessary so that you do not do the right thing at the wrong time. When you know what triggers the process, you will be prepared adequately when the time comes.



This article has stated it clearly that IT Projects should be managed as a process. It is not something that you do the way you like. In fact the whole process that will be followed should be written down so that you can follow it through. This will also allow work to go on even if you are not around. You will also be proactive in handling issues if you have a laid down process that you are following.


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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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