🎥 SCENE: A High-Tech Command Center
📟 Agent: “We’ve got a surge in change requests, low CSAT, and a major incident in progress!”
🧑💼 Boss: “Activate the Change Control team! Call in the Service Desk! And where’s our Continual Improvement squad?”
🧑💻 Narrator (in Nick Fury voice):
“You can’t run IT with just tickets and tools.
You need… Practices. And ITIL brings you 34 of them.”
🧠 What Are ITIL Practices?
Practices = Modernized, action-focused approach to service management.
They replaced the old “Processes” concept from ITIL v3.
Why? Because work isn’t linear anymore — it’s collaborative, flexible, and tool-assisted.
🧰 The 3 Categories of Practices
| Category | What’s in it? 📦 |
|---|---|
| General Management | For the entire business/organization |
| Service Management | Core of ITIL – all service-related tasks |
| Technical Management | Tools, tech infra, dev, and operations |
🔍 Quick Glance at All 34 Practices
🟢 General Management (14)
- Architecture Management
- Continual Improvement
- Information Security Management
- Knowledge Management
- Measurement and Reporting
- Organizational Change Management
- Portfolio Management
- Project Management
- Relationship Management
- Risk Management
- Service Financial Management
- Strategy Management
- Supplier Management
- Workforce & Talent Management
🔵 Service Management (17)
- Availability Management
- Business Analysis
- Capacity & Performance Management
- Change Enablement
- Incident Management
- IT Asset Management
- Monitoring & Event Management
- Problem Management
- Release Management
- Service Catalog Management
- Service Configuration Management
- Service Continuity Management
- Service Design
- Service Desk
- Service Level Management
- Service Request Management
- Service Validation and Testing
🔴 Technical Management (3)
- Deployment Management
- Infrastructure & Platform Management
- Software Development & Management
💥 Use Case: Outage Recovery
A database server crashes at 2:00 AM 🚨
Here’s how the practices jump into action:
- 🟥 Incident Management logs it
- 🔎 Problem Management finds the root cause
- 🔧 Change Enablement prepares the patch
- 🧪 Service Validation tests it
- 🔁 Deployment Management rolls it out
- 📢 Service Desk updates users
- 📊 Measurement and Reporting tracks the impact
- 🔁 Continual Improvement looks for ways to prevent it again
Like Avengers, each one has a role — but together? They save the day. 🦸♂️🦸♀️
🧘 Quick Summary Table
| Category | Count | What They Do |
|---|---|---|
| General Management | 14 | Organizational work & people |
| Service Management | 17 | Main ITIL service lifeline |
| Technical Management | 3 | Tools, infra, dev work |
🎬 Tomorrow’s Episode:
🎥 Day 13: Service Request vs Incident – Don’t Mix the Coffee with the Code!
“Not every ticket is a fire. Some just need a new keyboard.”
⚠️ Disclaimer:
This is a simplified learning guide.
For ITIL certification, refer to Axelos, PeopleCert, or your organization’s learning platform.
