{"id":129,"date":"2026-01-08T11:10:11","date_gmt":"2026-01-08T08:10:11","guid":{"rendered":"https:\/\/ruck.nz\/?p=129"},"modified":"2026-01-08T11:10:11","modified_gmt":"2026-01-08T08:10:11","slug":"7-10-practices","status":"publish","type":"post","link":"https:\/\/ruck.nz\/?p=129","title":{"rendered":"7.10. Practices"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Practices are sets of organisational resources designed for performing work or accomplishing an objective.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Practices replace the processes and functions used in earlier versions of ITIL.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Each practice includes people, information, technology, partners, and processes required to achieve its purpose.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Practices support the service value chain activities and help ensure consistent and effective outcomes.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">There are three categories of practices in ITIL.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The first category is general management practices.<br>These support the overall management of the organisation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The second category is service management practices.<br>These are directly related to the design, delivery, and improvement of services.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The third category is technical management practices.<br>These focus on the technical resources and activities required to manage services.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Practices can be adapted to suit the needs of the organisation.<br>Not all practices need to be applied in the same way or to the same extent.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\">2. How This Applies to <strong>TakeCars<\/strong> (Car Rental Marketplace)<\/h1>\n\n\n\n<p class=\"wp-block-paragraph\">This video explains <strong>what practices really are<\/strong> and how they function in ITIL 4. For TakeCars, this maps directly to how work is actually organised.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">a) Practices = \u201chow we reliably get things done\u201d<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">In TakeCars terms, a practice is not:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>A tool<\/li>\n\n\n\n<li>A single process<\/li>\n\n\n\n<li>A job title<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">A practice is the <strong>combination<\/strong> of:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>People<\/li>\n\n\n\n<li>Rules<\/li>\n\n\n\n<li>Data<\/li>\n\n\n\n<li>Tools<\/li>\n\n\n\n<li>Partners<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">All aligned to achieve a specific objective.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">b) Practices vs old \u201cprocess thinking\u201d (important shift)<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Old mindset:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>One process diagram solves the problem<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">ITIL 4 mindset:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Process alone is insufficient<\/li>\n\n\n\n<li>You need people, tech, data, and partners aligned<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">For TakeCars:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>A refund flow is useless without:\n<ul class=\"wp-block-list\">\n<li>Clear policy<\/li>\n\n\n\n<li>Payment tooling<\/li>\n\n\n\n<li>Trained support<\/li>\n\n\n\n<li>Host cooperation<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">c) The three practice categories applied to TakeCars<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">1. General Management Practices<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Examples for TakeCars:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Risk management (insurance, deposits)<\/li>\n\n\n\n<li>Supplier management (hosts as partners)<\/li>\n\n\n\n<li>Measurement and reporting<\/li>\n\n\n\n<li>Continual improvement<\/li>\n\n\n\n<li>Information security and privacy<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">These keep the business stable and compliant.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">2. Service Management Practices<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Examples:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Incident management (breakdowns, no-shows)<\/li>\n\n\n\n<li>Service request management (booking changes)<\/li>\n\n\n\n<li>Problem management (recurring pickup failures)<\/li>\n\n\n\n<li>Service level management (host response times)<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">These are <strong>frontline operational practices<\/strong>.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">3. Technical Management Practices<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Examples:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Platform development<\/li>\n\n\n\n<li>Infrastructure and hosting<\/li>\n\n\n\n<li>Monitoring and alerting<\/li>\n\n\n\n<li>Data integrity and backups<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">These enable the marketplace to function at all.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">d) Exam-critical nuance: practices are adaptable<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The exam will often imply:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u201cAll practices must be fully implemented\u201d<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Correct logic:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Practices should be <strong>adapted<\/strong><\/li>\n\n\n\n<li>Depth and form depend on organisational context<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">For TakeCars:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Incident management may be lightweight<\/li>\n\n\n\n<li>Governance may be informal<\/li>\n\n\n\n<li>Still valid under ITIL<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\">3. Key Things to Read \/ Remember Right Before the Exam<\/h1>\n\n\n\n<h3 class=\"wp-block-heading\">What a practice is (definition-level importance)<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>A <strong>set of organisational resources<\/strong><\/li>\n\n\n\n<li>Designed to <strong>perform work or achieve objectives<\/strong><\/li>\n\n\n\n<li>Supports service value chain activities<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">If an option mentions:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>People<\/li>\n\n\n\n<li>Information<\/li>\n\n\n\n<li>Technology<\/li>\n\n\n\n<li>Processes<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">It is likely describing a practice correctly.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">Three practice categories (must be memorised)<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li>General management practices<\/li>\n\n\n\n<li>Service management practices<\/li>\n\n\n\n<li>Technical management practices<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Category recognition questions are common.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">Common exam traps<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Practices are the same as processes \u2192 False<\/li>\n\n\n\n<li>Practices are only technical \u2192 False<\/li>\n\n\n\n<li>All practices must be implemented equally \u2192 False<\/li>\n<\/ul>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\">One-line memory hook<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Practices are reusable capability bundles that support value creation.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Practices are sets of organisational resources designed for performing work or accomplishing an objective. Practices replace the processes and functions used in earlier versions of ITIL. Each practice includes people, information, technology, partners, and processes required to achieve its purpose. Practices support the service value chain activities and help ensure consistent and effective outcomes. There [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-129","post","type-post","status-publish","format-standard","hentry","category-1"],"_links":{"self":[{"href":"https:\/\/ruck.nz\/index.php?rest_route=\/wp\/v2\/posts\/129","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ruck.nz\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/ruck.nz\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/ruck.nz\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ruck.nz\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=129"}],"version-history":[{"count":1,"href":"https:\/\/ruck.nz\/index.php?rest_route=\/wp\/v2\/posts\/129\/revisions"}],"predecessor-version":[{"id":130,"href":"https:\/\/ruck.nz\/index.php?rest_route=\/wp\/v2\/posts\/129\/revisions\/130"}],"wp:attachment":[{"href":"https:\/\/ruck.nz\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=129"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ruck.nz\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=129"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ruck.nz\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=129"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}