The ITIL processes

The user meets exactly two: Incident Management (something is broken) and Request Fulfilment (I need something) — the latter deliberately simplified from ITIL orthodoxy to win adoption. Behind them: Change, Event, Problem, Service Level and Supplier Management. The founding paper’s lesson survives in the design: processes were chosen and trimmed for the population that would actually use them, not implemented by the book.

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Topology

• Part of: service-management
• About: servicenow
• Cites: snow-chep2012-paper — which processes, and why simplified.
• Cites: servicenow-migration-paper — the full process list.