Day 12: ITIL Practices – Your 34 Superpowers

🎥 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

🔍 Quick Glance at All 34 Practices

🟢 General Management (14)

1. Architecture Management
2. Continual Improvement
3. Information Security Management
4. Knowledge Management
5. Measurement and Reporting
6. Organizational Change Management
7. Portfolio Management
8. Project Management
9. Relationship Management
10. Risk Management
11. Service Financial Management
12. Strategy Management
13. Supplier Management
14. Workforce & Talent Management

🔵 Service Management (17)

15. Availability Management
16. Business Analysis
17. Capacity & Performance Management
18. Change Enablement
19. Incident Management
20. IT Asset Management
21. Monitoring & Event Management
22. Problem Management
23. Release Management
24. Service Catalog Management
25. Service Configuration Management
26. Service Continuity Management
27. Service Design
28. Service Desk
29. Service Level Management
30. Service Request Management
31. Service Validation and Testing

🔴 Technical Management (3)

32. Deployment Management
33. Infrastructure & Platform Management
34. 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

🎬 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.