5. ITIL management practices

Sumário > ITIL 4

Summary of Section 5: ITIL Management Practices

Overview

Section 5 of the ITIL Foundation ITIL 4 Edition outlines the ITIL management practices, categorized into three main groups: General Management Practices, Service Management Practices, and Technical Management Practices. These practices provide organizational resources designed to perform work or achieve objectives.

General Management Practices

1. Architecture Management: Ensures a structured and agile approach to understanding all organizational elements and their interrelationships to achieve objectives.
2. Continual Improvement: Aligns practices and services with changing business needs through ongoing improvement of products, services, and practices.
3. Information Security Management: Protects the organization’s information in terms of confidentiality, integrity, and availability.
4. Knowledge Management: Maintains and improves the effective use of information and knowledge.
5. Measurement and Reporting: Supports good decision-making and continual improvement by collecting and analyzing data.
6. Organizational Change Management: Ensures changes are implemented smoothly and successfully by addressing the human factor.
7. Portfolio Management: Manages the organization’s investments in services and products.
8. Project Management: Ensures projects achieve their goals within constraints of time, cost, and quality.
9. Relationship Management: Establishes and nurtures links between the organization and its stakeholders.
10. Risk Management: Understands and addresses potential threats to the organization.
11. Service Financial Management: Manages the organization’s budgeting, accounting, and charging requirements.
12. Strategy Management: Defines the organization’s direction and allocates resources accordingly.
13. Supplier Management: Ensures suppliers deliver value for the organization.
14. Workforce and Talent Management: Ensures the organization has the right people with the right skills.

Service Management Practices

1. Availability Management: Ensures services deliver agreed levels of availability to meet business needs.
2. Business Analysis: Analyzes business needs and ensures solutions meet these needs effectively.
3. Capacity and Performance Management: Ensures services achieve agreed and expected performance.
4. Change Control: Ensures changes are made effectively, safeguarding services from unnecessary disruptions.
5. Incident Management: Restores normal service operation as quickly as possible and minimizes impact on business operations.
6. IT Asset Management: Plans and manages the full lifecycle of all IT assets.
7. Monitoring and Event Management: Systematically observes services and service components, recording and reporting significant changes.
8. Problem Management: Reduces the likelihood and impact of incidents by identifying actual and potential causes of incidents.
9. Release Management: Makes new and changed services and features available for use.
10. Service Catalogue Management: Provides a single source of consistent information on all services and service offerings.
11. Service Configuration Management: Ensures accurate and reliable information about the configuration of services is available.
12. Service Continuity Management: Ensures the availability and performance of a service are maintained at sufficient levels in case of disaster.
13. Service Design: Designs services that meet customer needs.
14. Service Desk: Captures demand for incident resolution and service requests.
15. Service Level Management: Sets clear business-based targets for service performance and ensures delivery of these targets.
16. Service Request Management: Supports the agreed quality of a service by handling all predefined, user-initiated service requests.
17. Service Validation and Testing: Ensures that new or changed services meet the defined requirements.

Technical Management Practices

1. Deployment Management: Moves new or changed hardware, software, documentation, processes, or other components to live environments.
2. Infrastructure and Platform Management: Oversees the infrastructure and platforms used by the organization.
3. Software Development and Management: Ensures that applications meet stakeholder needs in terms of functionality, reliability, maintainability, compliance, and auditability.

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