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ITIL 4: Management Practices

スレッド

The ITIL SVS includes below. All of which are subject to the four dimensions of service management.

  • 14 general management practices

  • 17 service management practices

  • 3 technical management practices


A management practice is a set of organizational resources designed for performing work or accomplishing an objective.


これについては、ITIL 3から継承されているものがちらほらありますし、その他のAXELOSの資格にリンクしているものがあり興味深い。


General management practices


Adopt and adapt for service management from general business management domains.

  1. Architecture management

  2. Continual improvement (ITIL 3から継続)
    Aligning the organization's practices and services with changing business needs through the ongoing improvement of products, services, and practices, or any element involved in the management of products and services.

  3. Information security management (ITIL 3から継続)
    Protecting the information needed by the organization to conduct its business.

  4. Knowledge management (ITIL 3から継続)
    Maintaining and improving the effective, efficient, and convenient use of information and knowledge across the organization.

  5. Measurement and reporting (ITIL 3から継続)
    Supporting good decision-making and continual improvement by decreasing the levels of uncertainty.

    • Critical success factor (CSF)

    • Key performance indicator (KPI)



  6. Organizational change management

  7. Portfolio management (MoPに関連)

  8. Project management (PRINCE2に関連)

  9. Relationship management
    Establishing and nurturing the links between the organization and its stakeholders at strategic and tactical levels.

  10. Risk management (M_o_Rに関連)

  11. Service financial management
    Supporting the organization's strategies and plans for service management by ensuring that the organization's financial resources and investments are being used effectively.

  12. Strategy management

  13. Supplier management
    Ensuring that the organization's suppliers and their performances are managed appropriately to support the seamless provision of quality products and services.

  14. Workforce and talent management





Service management practices


Develop in service management and ITSM industries.

  1. Availability management

  2. Business analysis
    Analyzing a business or some element of it, define its associated needs, and recommend solutions to address these needs and/or solve a business problem, which must facilitate value creation for stakeholders.

  3. Capability and performance management

  4. Change control (ITIL 3から継続)
    Maximizing the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.

  5. Incident management (ITIL 3から継続)
    Maximizing the negative impact of incidents by restoring normal service operation as quickly as possible.

  6. IT asset management
    Planning and managing the full lifecycle of all IT assets, to help the organization.

  7. Monitoring and event management (ITIL 3から継続)
    Systematically observing services and service components, and record and report selected changes of state identified as events.

  8. Problem management (ITIL 3から継続)
    Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

  9. Release management (ITIL 3から継続)
    Making new and changed services and features available for use.

  10. Service catalogue management (ITIL 3から継続)
    Providing a single of consistent information on all services and service offerings, and to ensure that it is available to the relevant audience.

  11. Service configuration management (ITIL 3から継続)
    Ensuring that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed.

  12. Service continuity management
    Ensuring that the availability and performance of a service are maintained at sufficient levels in case of a disaster.

  13. Service design (ITIL 3から継続)
    Designing products and services that are fit for purpose, fit for use, and that can be delivered by the organization and its ecosystem.

  14. Service desk (ITIL 3から継続)
    Capturing demand for incident resolution and service requests.

  15. Service level management (ITIL 3から継続)
    Setting clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.

  16. Service request management
    Supporting the agreed quality of a service by handing all pre-defined, user-initiated service requests in an effective and user-friendly manner.

  17. Service validation and testing
    Ensuring that new or changed products and services meet defined requirements.





Technical management practices


Adapt from technology management domains for service management purposes by expanding or shifting their focus from technology solutions to IT services.

  1. Deployment management
    Moving new or changed hardware, software, documentation, processes, or any other component to live environments.

  2. Infrastructure and platform management

  3. Software development and management


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