3.1 The ITIL Toolkit: Introduction to Key Practices

Phase 3: Application – Practices and Value Streams Driving Professional Results

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.