All the processes and an explanation of what they are can be found in any good ITIL book, or self-study course, or classroom course. These courses take a minimum of 3 days to deliver - so broad questions like yours cannot be answered in a forum post.
As for tools, you need to understand the processes first before you know what sort of tool you need _________________ Liz Gallacher,
Accredited ITIL and ISO/IEC20000 Trainer and Consultant - Freelance
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