SVS: Management Practices

Question 1

Definition: Practices

Answer 1

Practices are sets of organizational resources designed for performing work or accomplishing an objective.

Question 2

ITIL Management Practices

Answer 2

There are a total of 34 ITIL management practices, classified into General Management Practices (14), Service Management Practices (17), and Technical Management Practices (3).

• General management practices have been adopted/adapted for service management from general business management domains
• Service management practices have been developed in service management and ITSM industries
• Technical management practices have been adapted from technology management domains for service management purposes by expanding or shifting their focus from technology solutions to IT services

Question 3

General Management Practices

Answer 3

1. Architecture management
   **2. Continual Improvement
   **3. Information security management
2. Knowledge management
3. Measurement and reporting
4. Organizational change management
5. Portfolio management
6. Project management
   ***9. Relationship management
7. Risk management
8. Service financial management
9. Strategy management
   ***13. Supplier management
10. Workforce and talent management

Question 4

Service Management Practices

Answer 4

1. Availability management
2. Business analysis
3. Capacity and performance management
   **4. Change enablement
   **5. Incident management
   **6. IT asset management
   **7. Monitoring and event management
   **8. Problem management
   **9. Release management
4. Service catalog management
   ***11. Service configuration management
5. Service continuity management
6. Service design
   **14. Service desk
   **15. Service level management
   ***16. Service request management
7. Service validation and testing

Question 5

Technical Management Practices

Answer 5

***1. Deployment management
2. Infrastructure and platform management
3. Software development and management