Day 3 Slide 2

Other ITIL® Practices
• General Management Practices

• Service Management Practices
• Technical Management Practices
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Slide material based on AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
Copyright © 2019 Logical Operations, Inc. All rights reserved. 1

Relationship Management
• Purpose: To establish and nurture the links between the organization and its
stakeholders at strategic and tactical levels.
• Activities include identifying, analyzing, monitoring, and facilitating the continual
improvement of relationships with stakeholders.
• The Relationship Management practice should:
• Understand the needs and drivers of stakeholders to appropriately prioritize products and
services.
• Obtain a high level of stakeholder satisfaction.
• Establish and maintain a constructive relationship between the organization and
stakeholders.
• Effectively establish and articulate priorities for new or changed products and services,
making sure they align with desired business outcomes.
• Satisfactorily handle any stakeholders’ complaints and escalations.
• Appropriately mediate conflicting stakeholder requirements.
• Ultimate goal is to facilitate and maintain positive relationships with stakeholders to
ensure value creation for all stakeholders and the organization.
Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.

Information Security Management
• Purpose: To protect the information needed by the organization to conduct its

business.
• Understand and manage risks to confidentiality, integrity and availability of information,
authentication, and non-repudiation.
• Establish policies, processes, behaviors, risk management, and controls, which must
maintain a balance between:
• Prevention: Ensuring that security incidents don’t occur.
• Detection: Rapidly and reliably detecting incidents that can’t be prevented.
• Correction: Recovering from incidents after they are detected.
• Information Security interacts with every other ITIL practice.
• Balance the needs for security controls with the needs for innovation.
• Must be driven from the most senior level in the organization, based on clearly
understood governance requirements and organizational policies.
• Very dependent on the behavior of people!

Supplier Management
• Purpose: To ensure that the organization’s suppliers and their performance are
managed appropriately to support the provision of seamless, quality products and
services.
• Create closer, more collaborative relationships.
• Uncover and realize new value.
• Reduce risk of failure.
• Key activities include:
• Create a single point of visibility and control to ensure consistency.
• Maintain a supplier strategy, policy, and contract management information.
• Negotiate and agree on contracts and arrangements.
• Manage relationships and contracts with internal and external suppliers.
• Manage supplier performance.
• Supplier models:
Single-source/
Insourcing Outsourcing Multi-sourcing
partnership
Activity
Discussing the General Management Practices

Service Configuration Management
Configuration Item (CI): Any component that needs to be managed in

order to deliver an IT service.
• Purpose: To ensure that accurate and reliable information about the configuration of
services, and the CIs that support them, is available when and where it is needed.
This includes information on how CIs are configured and the relationships between
them.
• Collects and manages information about a wide variety of CIs, typically including:
• Hardware
• Software
• Networks
• Buildings
• People
• Suppliers
• Documentation
• Services are also treated as CIs
Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS
Limited. All rights reserved.
Simplified Service Model for a Typical IT Service
Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved. (Figure 5.29 ITIL® Foundation, ITIL 4 Edition, p. 140).

IT Asset Management
IT asset: Any financially valuable component that can contribute to

delivery of an IT product or service.
• Purpose: To plan and manage the full lifecycle of all IT assets, to help the
organization:
• Maximize value
• Control costs
• Manage risks
• Support decision-making about purchase, reuse, and retirement of assets
• Meet regulatory and contractual requirements
• Activities include:
• Define, populate, and maintain the asset register.
• Control the asset lifecycle in collaboration with other practices.
• Provide current and historical data, reports, and support to other practices.
• Audit assets, related media, and conformity.
Monitoring and Event Management
Event: Any change of state that has significance for the management of
an IT service or other configuration item (CI).
• Purpose: To systematically observe services and service components, and record and
report selected changes of state identified as events.
• Events are typically recognized through notifications created by a service, CI, or
monitoring tool.
• Identify and prioritize events, including infrastructure, services, business processes,
and information security events.
• Establishes the appropriate response.
Key Activities of Event Management
• What should be monitored, and establishing the monitoring strategy

• Implementing and maintaining monitoring
• Establishing and maintaining thresholds
• Establishing and maintaining policies for event handling
• Implementing processes and automations
Material based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.

Release Management
Release: A version of a service or other configuration item, or a

collection of configuration items, that is made available for use.
• Purpose: To make new and changed services and features available for use.
• Release components could include:
• Infrastructure and application components
• Documentation
• Training (for users or IT staff)
• Updated processes or tools
• Any other needed components
• Release plans and release schedules
• Waterfall vs. Agile approaches
• Traditional/Waterfall: Release occurs before deployment
• Agile/DevOps: Deployment occurs before release
Release Management in Traditional/Waterfall Environments

Release Management in Agile/DevOps Environments

Activity
Discussing the Service Management Practices

Deployment Management
• Purpose: To move new or changed hardware, software, documentation, processes, or

any other component to live environments. It may also be involved in deploying
components to other environments for testing or staging.
• Collaborates closely with Release Management and Change Control practices.
• Encompasses hardware provisioning and software deployment.
• Deployment approaches:
• Phased deployment
• Continuous delivery
• Big bang deployment
• Pull deployment
• Secured locations for deployment:
• Definitive Media Library for software code
• Definitive Hardware Store for physical hardware spares
• Often highly automated and even self-service.

How Deployment is Evolving
• Traditionally, deployment is a high-risk event.

• Change errors are a major cause of incidents.
• New practices, such as Agile and DevOps, attempt to make deployment activities
more routine and frequent to minimize the incidents and errors.
• Additional technical practices that have been successful include:
• Automating the deployment pipeline.
• Emphasizing high quality.
• Using automated testing methods.
• Using small batch sizes.
• Maintaining rigorous version control of applications and environments.

Activity
Discussing the Technical Management Practices

Reflective Questions
1. How does your organization manage deployment, release, and change

control?
2. How does your organization implement service configuration and IT asset

management? How do you use the information you generate?

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Other ITIL® Practices

• General Management Practices

Copyright © 2019 Logical Operations, Inc. All rights reserved. 1

Copyright © 2019 Logical Operations, Inc. All rights reserved. 2

• Purpose: To protect the information needed by the organization to conduct its

Copyright © 2019 Logical Operations, Inc. All rights reserved. 3

Discussing the General Management Practices

Copyright © 2019 Logical Operations, Inc. All rights reserved. 5

Configuration Item (CI): Any component that needs to be managed in

Copyright © 2019 Logical Operations, Inc. All rights reserved. 7

IT asset: Any financially valuable component that can contribute to

• What should be monitored, and establishing the monitoring strategy

Copyright © 2019 Logical Operations, Inc. All rights reserved. 10

Release: A version of a service or other configuration item, or a

Copyright © 2019 Logical Operations, Inc. All rights reserved. 12

Copyright © 2019 Logical Operations, Inc. All rights reserved. 13

Discussing the Service Management Practices

Copyright © 2019 Logical Operations, Inc. All rights reserved. 14

• Purpose: To move new or changed hardware, software, documentation, processes, or

Copyright © 2019 Logical Operations, Inc. All rights reserved. 15

• Traditionally, deployment is a high-risk event.

Copyright © 2019 Logical Operations, Inc. All rights reserved. 16

Discussing the Technical Management Practices

Copyright © 2019 Logical Operations, Inc. All rights reserved. 17

1. How does your organization manage deployment, release, and change

2. How does your organization implement service configuration and IT asset

Copyright © 2019 Logical Operations, Inc. All rights reserved. 18

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