ITIL processes library

Start with our ready-to-use ITIL-aligned ITSM and ITAM processes, then build upon them by adding additional layers of complexity.

What is ITIL, and why do you need it?

ITIL is a library of best practices for delivering efficient IT support services aligned with business objectives. It is the most widely accepted approach to IT service management (ITSM) in the world. Used wisely, ITIL reduces cost by optimizing the use of resources and improves service delivery and customer satisfaction by establishing a stronger alignment between IT and business. One of the most significant benefits of using ITIL is the amount of time and effort you can save by following ready-to-use, industry-approved practices and processes.

ITIL was born in the 1980s as the «Information Technology Infrastructure Library,» when the UK Cabinet Office decided to document and publish some ITSM best practices. Today, ITIL is a standalone term. AXELOS (, the current ITIL owner, defines ITIL as an adaptable framework for managing IT-enabled services. The latest version of ITIL claims to help optimize digital technologies to co-create value with consumers, drive business strategy, and embrace digital transformation.

Who uses ITIL?

ITIL is a framework that real businesses of all sizes and missions use, including Microsoft, NASA, and Disney. Whether it is a large enterprise or a small business around the corner, every company and organization can apply ITIL in a way that fits its unique qualities and parameters.

What are the main ITIL processes?

ITIL v3 has 26 ITIL processes and 4 ITIL functions. In ITIL v4, they were replaced by 34 management practices. However, the main ITIL processes within ITSM are Change Management, Incident Management, and Problem Management.

ITIL processes out of the box

Only you can decide how much ITIL you need. We will get you covered in any case. From Incident Management to Change Management to SLA Management, our ITIL-aligned ITSM platform with integrated ITAM can help you increase productivity and drive value across the organization.

Read about our ITIL-aligned ITSM platform.

Incident Management

Is your IT service desk overwhelmed with issues reported by employees, customers, and monitoring tools, and each prefers a different communication channel? It’s time to think about Incident Management—a core pillar of ITIL that aims to reduce downtime caused by incidents, defined as «unplanned interruption to or quality reduction of an IT service.»

Alloy Incident Management with an integrated email ticketing system and a self-service portal will help you get your users back up and running as soon as possible, with the minimum impact on your business.

Read about Alloy Incident Management.

Problem Management

When an incident repeats over time, ITIL pros talk about a problem, which is «a cause, or potential cause, of one or more incidents.» You can identify problems by analyzing incidents and other ITSM data.

Learn how Alloy Problem Management helps you stay proactive and prevent incidents before they occur.

Change Management

It’s hard to balance between the need for speed and the risks associated with change. ITIL Change Management controls the lifecycle of IT changes, enabling changes to be made with minimum disruption to IT services.

Learn how to automate your change management and effectively implement any IT changes.

Service Request Fulfillment

Service Request Fulfilment is a process that streamlines and simplifies dealing with service requests. ITIL defines a service request as «a formal request from a user for something to be provided.» It could be a request for a new laptop, network access, password change, or information. Alloy’s automated workflows help you manage service requests through their lifecycle, from receiving requests from multiple channels to request closure.

See how Service Request Fulfillment saves time, enforces consistency, and reduces efforts.

Service Asset and Configuration Management

Service Asset and Configuration Management (SACM) combines two important ITIL processes: Asset Management and Configuration Management.

Asset Management addresses hardware and software assets you use to deliver IT services. See how to Alloy can help you manage all your IT assets and make them work hard for you. Link to

Configuration Management is responsible for tracking the configurations and relationships between your IT assets. An essential part of Configuration Management is the configuration management database (CMDB), a central repository for all hardware and software assets (called «configuration items»). The main benefit of having the CMBD is the ability to foresee the scope and impact of changes based on understanding how all your IT assets and processes relate to each other.

Read about Alloy’s CMBD.

Knowledge Management

Knowledge Management involves gathering, analyzing, storing, and sharing knowledge within your org. The main benefit of this ITIL process is improving efficiency by reducing the need to rediscover the knowledge every time somebody needs it. Alloy’s Knowledge Management ensures that all information stored in the Knowledge Base and used in IT Service Management is consistent and available.

Learn more about our IT Knowledge Base software.

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