CHAPTER 11: ITIL PRACTICES INTRODUCED

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

Each ITIL practice supports multiple service value chain activities. Practices are made up by resources from the four dimensions of service management:

•Organizations and people

•Information and technology

•Partners and suppliers

•Value streams and processes

The ITIL SVS features 34 practices:

•14 general management practices

•17 service management practices

•3 technical management practices

General management practice These practices are adopted and adapted for service management from business management. ...

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