Our ITIL foundation course addresses and stresses on the need for a common terminology in IT organizations. For example, a function is defined as a part of an organization specialized in executing a certain type of work, responsible for a specific result. A process is defined as a logical flow of connected activities which are necessary to realize a certain target/goal. A process creates (direct or indirect) value for the customer/stakeholders.

Functions in an organization typically contain its own work methodology and a body of knowledge. Processes penetrate through functions horizontally. Functions provide structure and stability to organizations. Examples of functions include, help desk, operations, network administration and system development. Examples of processes include marketing and sales process, hardware provisioning process etc.