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ITIL Foundation Essentials: The exam facts you need by Claire Agutter

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CHAPTER 5: PROCESSES, FUNCTIONS, ROLES

Processes

“… a structured set of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs.”

Processes are closed loop systems that request feedback and use it to improve performance.

Process models

These are used to design and map processes. Processes need to be documented so they can be shared.

Figure 3 shows the main elements of a process model. This needs to include the inputs and outputs, the resources required, and how the process is measured and managed.

Process characteristics

  • Respond to triggers
  • Deliver a result
  • Deliver value to a customer/stakeholder
  • Measurable.

Figure 3: The process model

Functions

“A team or group ...

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