ITIL Version 4: The ITIL Practices Overview

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00:00 ITIL Version 4: The ITIL Practices Overview

00:35 1. General Management Practices:

There are 14 practices under General Management Practices.

1. Risk Management: Identifying, assessing, and controlling risks to an organization's capital and earnings.
2. Project Management: Overseeing projects to ensure they deliver the intended value within scope, time, and budget constraints.
3. Workforce and Talent Management: Ensuring the organization has the right people with the right skills in the right place at the right time.
4. Strategy Management: Formulating and implementing an organization's strategic objectives.
5. Continual Improvement: Continuously improving all aspects of an organization.
6. Knowledge Management: Managing and sharing information and knowledge within the organization.
7. Change Control (Change Management): Managing change requests in an orderly manner, ensuring minimal disruption to services.
8. Measurement and Reporting: Collecting, analyzing, and reporting data to measure performance against objectives.
9. Organizational Change Management: Managing the people side of change to transition teams and organizations to a desired future state.
10. Portfolio Management: Ensuring the organization has the right mix of programs, projects, products, and services.
11. Service Financial Management: Managing the budgeting, accounting, and charging requirements for services.
12. Information Security Management: Protecting the confidentiality, integrity, and availability of data and information.
13. Relationship Management: Establishing and nurturing links between the organization and its stakeholders.
14. Supplier Management:

03:20 2. Service Management Practices:

There are 17 Service Management Practices in ITIL 4, each addressing a key aspect of service management:
1. Service Desk: Acts as the primary point of contact between service providers and users.
2. Incident Management: Ensures that normal service operation is restored as quickly as possible after an incident, minimizing the impact on business operations.
3. Problem Management: Focuses on identifying and managing the causes of incidents over time to prevent future occurrences of incidents.
4. Change Enablement (Change Management): Manages changes in a controlled manner, balancing the need for change with the potential detrimental impact of changes.
5. Release Management: Involves the deployment and release of changes to IT services, ensuring that they are delivered in a controlled manner.
6. Service Level Management: Establishes and maintains the quality of IT services, ensuring that services meet agreed-upon levels of service.
7. Service Catalog Management: Provides a single source of consistent information on all operational services and ensures that it is available to those who are authorized to access it.
8. Service Asset and Configuration Management: Involves maintaining information about configuration items required to deliver IT services.
9. IT Asset Management: Focuses on the management of IT assets to support the organization's IT and service strategy.
10. Knowledge Management: Aims to ensure that valuable information and knowledge are shared effectively and are reused to improve decision-making.
11. Request Fulfilment: Manages the lifecycle of all service requests from users.
12. Service Design: Ensures that new, modified, or retired services meet the expectations of the business and customers.
13. Service Validation and Testing: Ensures that new or changed services match their design specification and meet the needs of the business.
14. Availability Management: Ensures that IT services meet current and future availability needs in a cost-effective, timely manner.
15. Capacity and Performance Management:
16. IT Continuity Management: Manages risks that could seriously impact IT services, ensuring that the IT service provider can always provide minimum agreed service levels.
17. Monitoring and Event Management: Involves monitoring the status of services and components and recording and managing events that could impact the quality of services.

06:56 3. Technical Management Practices:

There are 3 Technical Management Practices in ITIL 4:
1. Deployment Management: This practice is responsible for moving new or changed hardware, software, documentation, processes, or any other component to live environments. existing services.
2. Infrastructure and Platform Management: This involves overseeing the infrastructure and platforms that support IT and IT services.
3. Software Development and Management: This practice focuses on the development and management of software applications and systems.
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