This blog is the first of a series of general comments and clarifications on some key ITIL exam concepts, terms and definitions that might not be so clear by definition. One such area I get many questions is to clarify the meaning and difference between Functions and Processes:

The message ITIL is promoting around Functions and Processes is that YOU NEED BOTH for successful implementation of ITIIL.

•    You need the STABILITY of solid Functional areas so that people can specialize and work together in teams. The negative side effect is the formation of organizational “silos” where people don’t know or care what is happening in other areas.

•    You need the FLEXIBILITY of Processes to coordinate and control across multiple teams and departments so that people know and care about what is happening in other areas. The side affect is to bridge the “silos” formed by specialized functional areas.

For a complete listing of ITIL functions and processes, link to my earlier blog: Taking the ITIL ® Version 3 Foundation Bridge Course: What’s the difference between v2 and v3?

Related Posts

• August 25, 2009: ITIL ® Version 3 Foundation Exam Study Nugget: Technology is Critical for ITIL Success!
• August 18, 2009: ITIL ® Version 3 Foundation Exam Study Nugget: Another Way to Compare and Understand the Service Lifecycle
• August 3, 2009: ITIL ® Version 3 Foundation Exam Study Nugget: Models Referenced in ITIL
• July 8, 2009: ITIL ® Version 3 Foundation Exam Study Nugget: Process Models
• June 11, 2009: Taking the ITIL ® Version 3 Foundation Bridge Course: What’s the difference between v2 and v3