3.1. The ITIL Toolkit: Introduction to Key Practices

💡 First Principle: A mature service management capability is built upon a set of specialized practices, each designed to achieve a specific objective and contribute to the overall flow of value.

Scenario: An IT department is constantly firefighting. Incidents are resolved, but the same ones keep happening. New software requests take weeks to fulfill. By implementing distinct Incident Management, Problem Management, and Service Request Management practices, they can handle each type of work with the appropriate process, improving both efficiency and stability.

ITIL Practices are sets of organizational resources designed for performing work or accomplishing an objective. They provide the specific capabilities needed to perform the activities of the Service Value Chain. While the exam focuses on the purpose of key practices, professional expertise requires understanding how they are implemented and the challenges involved. This section will detail several key practices.