ITIL 2011 contains 5 phases – service strategy, service design, service transition, service support and continual service improvement. Twenty five processes make the new ITIL 2011 across the five phases. Below are the changes that are effected in ITIL 2011 from ITIL V3 which came out in 2007.
The changes are not major, but it is worth taking note of to be fully prepared for consultation queries and interviews.
Over the next few days, I will be discussing the changes in detail.
| Process name | ITIL Phase | Modification in ITIL 2011 |
| Access Management | Operation | |
| Availability Management | Design | |
| Business Relationship Management | Strategy | A new process that will act as a precursor to service level management has been added. |
| Capacity Management | Design | |
| Change Evaluation | Transition | In V3, it was known as Evaluation only. |
| Change Management | Transition | Build and Test taken out. |
| Demand Management | Strategy | New activities are added. |
| Design Coordination | Design | An over arching process for design phase is introduced. |
| Event Management | Operation | Slight modification in workflow. |
| Financial Management for IT Services | Strategy | New activities are added. |
| Incident Management | Operation | |
| IT Service Continuity Management | Design | |
| Knowledge Management | Transition | |
| Problem Management | Operation | |
| Release and Deployment Management | Transition | Build and Test added here along with some minor modifications. |
| Request Fulfillment | Operation | Slight modification in workflow. |
| Service Asset and Configuration Management | Transition | |
| Service Catalog Management | Design | |
| Service Level Management | Design | Slight modification in workflow. |
| Service Portfolio Management | Strategy | New activities are added. |
| Service Validation and Testing | Transition | |
| Seven-Step Improvement | CSI | Slight modification in workflow. |
| Strategy Management for IT Services | Strategy | An overarching process for strategy phase is introduced. |
| Supplier Management | Design | |
| Transition Planning and Support | Transition |
