{"id":164,"date":"2026-01-08T11:24:11","date_gmt":"2026-01-08T08:24:11","guid":{"rendered":"https:\/\/ruck.nz\/?p=164"},"modified":"2026-01-08T11:24:11","modified_gmt":"2026-01-08T08:24:11","slug":"9-1-itil-defines-34-management-practices","status":"publish","type":"post","link":"https:\/\/ruck.nz\/?p=164","title":{"rendered":"9.1. ITIL defines 34 management practices."},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Practices help organisations perform work in a consistent and effective way.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">ITIL defines 34 management practices.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">These practices are grouped into three categories: general management practices, service management practices, and technical management practices.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Not all practices are required in every organisation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Practices should be adapted based on organisational context, size, and needs.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The value of a practice depends on how well it supports value creation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Practices can be combined and used together to support service value chain activities.<\/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 sets the frame for the <strong>practice-heavy part of ITIL<\/strong>, and the key message is adaptation, not completeness.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">a) TakeCars does not need \u201call 34 practices\u201d<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">For TakeCars:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Implementing all practices formally would be wasteful<\/li>\n\n\n\n<li>What matters is whether practices support value creation<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Early-stage or scaling marketplaces succeed by:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Using a small number of practices well<\/li>\n\n\n\n<li>Keeping them lightweight and outcome-focused<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">This is fully aligned with ITIL 4.<\/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 as capability bundles, not bureaucracy<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Each practice is a reusable capability:<\/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\">For example, at TakeCars:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Incident management exists even without a ticketing system<\/li>\n\n\n\n<li>Service level management exists even without formal SLAs<\/li>\n\n\n\n<li>Relationship management exists even without account managers<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">The exam recognises this implicit adoption.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\">c) Selecting the right practices for TakeCars<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">High-impact practices for a car rental marketplace typically include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Incident management<\/li>\n\n\n\n<li>Service request management<\/li>\n\n\n\n<li>Problem management<\/li>\n\n\n\n<li>Service level management<\/li>\n\n\n\n<li>Relationship management<\/li>\n\n\n\n<li>Supplier (partner) management<\/li>\n\n\n\n<li>Information security management<\/li>\n\n\n\n<li>Continual improvement<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Others may remain minimal or informal.<\/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 insight<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">If the exam asks:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">\u201cHow should practices be applied?\u201d<\/p>\n<\/blockquote>\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 adapted<\/li>\n\n\n\n<li>Not all practices are mandatory<\/li>\n\n\n\n<li>Context matters<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Answers implying:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>All practices must be fully implemented<br>Are incorrect.<\/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\">Practices overview (high probability)<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>ITIL defines <strong>34 practices<\/strong><\/li>\n\n\n\n<li>Grouped into <strong>three categories<\/strong><\/li>\n\n\n\n<li>Adapted to organisational context<\/li>\n\n\n\n<li>Support value creation via the service value chain<\/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\">Common exam traps<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Practices are prescriptive \u2192 False<\/li>\n\n\n\n<li>All practices must be used \u2192 False<\/li>\n\n\n\n<li>Practices operate independently \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 adaptable capability sets that support value creation, not a mandatory checklist.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Practices help organisations perform work in a consistent and effective way. ITIL defines 34 management practices. These practices are grouped into three categories: general management practices, service management practices, and technical management practices. Not all practices are required in every organisation. Practices should be adapted based on organisational context, size, and needs. The value of [&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-164","post","type-post","status-publish","format-standard","hentry","category-1"],"_links":{"self":[{"href":"https:\/\/ruck.nz\/index.php?rest_route=\/wp\/v2\/posts\/164","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=164"}],"version-history":[{"count":1,"href":"https:\/\/ruck.nz\/index.php?rest_route=\/wp\/v2\/posts\/164\/revisions"}],"predecessor-version":[{"id":165,"href":"https:\/\/ruck.nz\/index.php?rest_route=\/wp\/v2\/posts\/164\/revisions\/165"}],"wp:attachment":[{"href":"https:\/\/ruck.nz\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=164"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ruck.nz\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=164"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ruck.nz\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=164"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}