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Unpacking the 14 general management practices in ITIL® 4

There are 34 management practices featured in the ITIL® 4 framework. These are divided into three different categories: general management practices, service management practices and technical management practices.

In this blog we will be looking closer at the general management practices. What they are and the benefits they can have when used effectively.

What are the general management practices?

14 different areas make up the general management practices, these are centred around the business skills that can, and should, be adopted for service management. They are:

Architectural management

This practice helps individuals to understand the different moving parts that make up their organisation, how they interact, and the ways they enable the organisation to achieve its objectives.

Continual improvement

Continual improvement highlights that ITSM teams must be constantly considering how business needs have changed, assessing how their services, practices and processes can be adapted and improved in response to this.

Information security management

Protecting data and sensitive information is crucial, as demonstrated by this practice, which teaches ITSM teams how to understand and manage risks related to the confidentiality, integrity, and availability of information.

Knowledge management

This practice helps organisations to improve the way they use data, focusing on the effectiveness and efficiency of this information source.

Measurement and reporting

To make good decisions organisations need to collect relevant data and report on their findings, this information can then be used to influence continual improvement.

Organisational change management

Focused on ensuring change is implemented effectively, this practice emphasises the human aspect of change encouraging service managers to consider the people involved in the continual improvement process and the impact these changes may have on them.

Portfolio management

This practice strives to ensure that the organisation uses the appropriate mix of programmes, projects, products, and services to implement its strategy within the constraints of funding and resources.

Project management

The project management practice ensures projects are delivered successfully through effective planning, stakeholder management, change control, delegation, and risk mitigation.

Relationship management

The ninth practice encourages ITSM teams to form strong relationships with stakeholders, including customers and suppliers, to enhance collaboration and transparency.

Risk management

Service managers need to be able to identify risks and respond to them quickly to prevent disruption and ensure they don’t have a detrimental effect on value co-creation.

Service financial management

By ensuring the effective utilisation of financial resources and investments, this practice lends support to the organisation’s strategies and plans for service management.

Strategy management

This practice establishes the organisation’s strategic direction ensuring it is aligned with objectives, and that goals are achievable within resource, budget, and time boundaries.

Supplier management

The supplier management practice emphasises that the way an organisation manages their suppliers and builds relationships with them will impact the production and deliver of products and services.

Workforce and talent management

Your ITSM team needs to be made up of individuals that possess the right skills and knowledge to ensure your business objectives are being met.

What are the benefits of successfully implementing the general management practices?

Competence in these fourteen areas can bring several benefits for an individual and organisation, including:

  • Better risk management
  • Cost savings
  • Enhanced service delivery
  • Improved customer satisfaction
  • Increased agility
  • Optimised resource allocation
  • Stronger alignment with business goals
  • And more!

Training in the ITIL 4 framework will help develop these skills and enhance your knowledge of IT service management. View our ITIL 4 courses now to start your training.