ITIL® is a widely adopted framework for managing and delivering IT services. ITIL consists of several sets of best practices, known as "practices," that cover various aspects of IT service management (ITSM). The ITIL Practice Framework is organised into three practice areas each addressing a specific area of ITSM. They are Service Management Practices, General Management Practices and Technical Practices

ITIL® General Management Practices

One of the areas covered in the ITIL framework is General Management Practices. These practices focus on providing guidance for the overall management and governance of IT services within an organisation. General Management Practices help align IT services with business objectives, ensure effective communication, and enable efficient decision-making processes.

Here is a list of all of ITIL’s 34 practices broken down into 3 main categories (General Management, Service Management, and Technical Management):

General Management Practices	Service Management Practices	Technical Management Practices
Architecture Management	Availability Management	Deployment Management
Continual Improvement	Business Analysis	Infrastructure and Platform Management
Information Security management	Capacity and Performance Management	Software Development and Management
Knowledge Management	Change Enablement
Measurement and Reporting	Incident Management
Portfolio Management	IT Asset Management
Organisational Change Management	Monitoring and Event Management
Project Management	Problem Management
Relationship Management	Release Management
Risk Management	Service Catalogue Management
Service Financial Management	Service Configuration Management
Strategy Management	Service Continuity Management
Supplier Management	Service Design
Workforce and Talent Management	Service Desk
	Service Level Management
	Service Request Management
	Service Validation and Testing

What are ITIL General Management Practices?

The ITIL 4 general management practices provide a foundation for IT service management, covering topics such as leadership, governance, risk management, and measurement and reporting. Below is a detailed list of the ITIL 4 General management practices:

Architecture Management

The purpose of the architecture management practice is to deliver an understanding of each component that makes up an organisation and how those elements connect. It provides the values, standards, and tools that enable an organisation to manage complex change in a structured and Agile way.

By implementing a well-managed and structured approach to Architecture Management, an organisation can ensure that services can maintain their integrity and allow scalability in line with development needs.

Continual Improvement

The purpose of the continual improvement practice is to align the organisation’s practices and services with the evolving needs of the organisation, through ongoing development of these areas. There are several techniques available when implementing Continual Improvement practices.

Strength, Weakness, Opportunity and Threat (SWOT) Analysis, balanced score card reviews and assessments and audits are all options. Each organisation should consider methodologies and techniques that are relevant to their individual needs.

Information Security Management

The purpose of the information security management practice is to safeguard the data needed by the organisation to support daily function.

This includes understanding and protecting against risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security such as authentication (ensuring someone is who they claim to be) and non-repudiation (ensuring that someone can’t deny that they took an action).

Knowledge Management

The purpose of the knowledge management practice is to maintain and improve the effective, efficient, and convenient use of information and knowledge across the organisation.

‘Knowledge’ could refer to information, skills, practices, or several other assets in various forms. The knowledge management practices aim to provide a comprehensive approach to defining, creating, and sharing these assets to provide value to an organisation.

Measurement and Reporting

The purpose of the measurement and reporting practice is inform decision making and promote continual improvement by providing valuable, actionable insights. Data owned by an organisation can be measured, analysed and reported on to provide quantifiable information in a relevant context.

By measuring all aspects of an organisation, this practice is the foundation for understanding and creating Critical Success Factors (CSFs), Key Performance Indicators (KPIs), and actionable data for reporting and dashboards.

Portfolio Management

The purpose of the portfolio management practice is to ensure that the organisation has the appropriate programmes, projects, products, services, or other assets needed to effectively operate day to day functions within the context of individual restraints.

Portfolio Management is a key driver for decision making in relation to allocation, deployment, and management of resources within an organisation.

Organisational Change Management

The purpose of the organisational change management practice is to reduce resistance and help guide changes, in a manner that negates harmful impacts and provides adequate resource to support the change.

Organisational change management aims to achieve this by managing the human aspects of the changes.

Project Management

The purpose of the project management practice is to drive the successful delivery of all organisational projects. This is achieved by planning, delegating, monitoring, and maintaining control of all aspects of a project.

Successfully implementing the Project Management practice includes motivating and guiding the individual stakeholders responsible for each aspect of the project.

Relationship Management

The purpose of the relationship management practice is to create and develop the connections between the organisation and its stakeholders methodically and in line with organisational needs.

It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders.

Risk Management

The purpose of the risk management practice is to guarantee that the organisation fully understands and can effectively handle risks. Risk Management is key, to safeguarding and ensuring the ongoing sustainability of an organisation, creating value for its customers.

Risk management is an essential part of organisational conduct and therefore vital to the organisation’s SVS.

Service Financial Management

The purpose of the service financial management practice is to support organisational decision making, by ensuring that the financial resources of the organisation are being effectively used.

The service financial management practice is responsible for budgeting, costing, accounting, and invoicing, in the role of both service provider and service consumer.

Strategy Management

The purpose of the strategy management practice is to identify organisational goals and develop an understanding of the subsequent actions and resources required to achieve these goals.

Strategy Management provides the framework used to direct operations, demand clear focus and maintain alignment on strategy in response to a potentially changing environment.

Supplier Management

The purpose of the supplier management practice is to provide a supporting structure to the procurement of quality products and services from an organisation’s suppliers, and to manage the process and performance of provision.

By creating and nurturing the collective relationships with suppliers, this practice can release value and mitigate risk between organisation and supplier.

Workforce and Talent Management

The purpose of the workforce and talent management practice is effectively pair people with relevant roles by ensuring they possess the correct skills and knowledge to succeed and contribute to the goals of the wider organisation.

This practice is engrained in a wide array of organisational activities from the onboarding process, through learning and development of staff and continued through performance management and succession planning. By engaging openly with organisational and people resources, this practice can have profoundly positive impacts on the success of an organisation.

Why are General Management Practices Important in ITIL?

ITIL 4 general management practices are important because they provide organisations with a structured approach to managing and governing IT services, enabling them to align their IT capabilities with business objectives and achieve value creation. Here are some reasons why these practices are significant:

Alignment with Business Strategy

General management practices in ITIL 4 help organisations align their IT services with overall business goals and objectives. By understanding the strategic direction of the organisation, these practices facilitate the development and implementation of IT strategies that support business outcomes, ensuring that IT investments and initiatives are in line with the organisation's vision.

Effective Governance

ITIL 4 general management practices contribute to effective governance by establishing processes and mechanisms to ensure that IT services are managed in a controlled and transparent manner. They enable organisations to define roles, responsibilities, and decision-making processes, ensuring accountability, compliance, and risk management within the IT environment.

Continual Improvement

The general management practices in ITIL 4 emphasise the importance of continual improvement across all areas of IT service management. They provide organisations with the tools and methodologies to identify areas for improvement, set targets, measure performance, and drive ongoing enhancements in service delivery, efficiency, and customer satisfaction.

Risk Management

General management practices help organisations identify, assess, and manage risks associated with IT services. By implementing risk management processes, organisations can proactively address potential issues, mitigate risks, and minimise the impact of disruptions. This helps ensure the stability, availability, and reliability of IT services, protecting business operations.

Relationship Management

Establishing and maintaining positive relationships with customers, stakeholders, and partners is crucial for the success of IT services. General management practices guide organisations in understanding the needs and expectations of their stakeholders, promoting effective communication, and fostering collaboration. This enables better customer satisfaction, enhanced service quality, and stronger partnerships.

Resource Optimisation

Effective resource management is essential for optimising the utilisation of IT resources and ensuring efficient service delivery. General management practices provide guidance on planning, allocating, and monitoring resources to meet service demands while avoiding unnecessary costs or overprovisioning. This helps organisations achieve a balance between resource availability and cost-effectiveness.

Knowledge Management

General management practices in ITIL 4 emphasise the importance of capturing, organising, and leveraging knowledge within the organisation. By implementing knowledge management practices, organisations can promote knowledge sharing, collaboration, and learning, leading to improved decision-making, problem-solving, and innovation.

Overall, ITIL 4 general management practices play a vital role in establishing a holistic and value-driven approach to IT service management. They enable organisations to effectively govern their IT services, align with business objectives, manage risks, foster positive relationships, optimise resources, and continuously improve their service delivery capabilities.

What is Important to Know About General Management Practices?

When it comes to general management practices, there are several important aspects to consider. Here are some key points to know about general management practices:

Holistic Approach

General management practices encompass a wide range of activities and processes that contribute to the overall management and governance of an organisation. They address various areas such as strategy, finance, risk, relationships, and continual improvement. Understanding the interconnectedness of these practices is crucial to achieving effective and integrated management.

Alignment with Business Goals

General management practices focus on aligning the organisation's management activities with its strategic objectives. They ensure that decisions and actions are in line with the organisation's vision, mission, and goals. This alignment enables better coordination and integration of activities across different functions and departments.

Governance and Control

General management practices provide frameworks and processes for governance and control. They establish mechanisms for decision-making, accountability, and compliance. Effective governance ensures that resources are used efficiently, risks are managed appropriately, and organisational policies and regulations are followed.

Continuous Improvement

General management practices emphasise the importance of continuous improvement in all aspects of management. They promote a culture of learning, evaluation, and adaptation. Organisations that embrace continuous improvement are better positioned to respond to changing market dynamics, customer needs, and technological advancements.

Cross-Functional Collaboration

General management practices require collaboration and coordination across different functions and departments within an organisation. They recognise that successful management is not limited to one area but involves integration and cooperation across the entire organisation. Collaboration helps in breaking down silos, sharing knowledge, and leveraging diverse perspectives.

Risk Management

General management practices include risk management as a critical component. They help identify, assess, and mitigate risks associated with various management activities. Effective risk management enables organisations to make informed decisions, anticipate potential challenges, and minimise negative impacts.

Stakeholder Focus

General management practices prioritise understanding and meeting the needs of stakeholders. They emphasise building and maintaining positive relationships with customers, suppliers, employees, and other stakeholders. By considering stakeholder perspectives, organisations can ensure that their management practices and decisions create value and deliver desired outcomes.

Measurement and Metrics

General management practices emphasise the use of measurement and metrics to evaluate performance, monitor progress, and drive improvement. By establishing meaningful metrics and gathering relevant data, organisations can make informed decisions, track performance against objectives, and identify areas for enhancement.

Adaptability and Flexibility

General management practices recognise that organisations operate in dynamic environments. They promote adaptability and flexibility in response to changing circumstances, emerging trends, and new challenges. This flexibility allows organisations to adjust their management practices and strategies to remain effective and relevant.

Leadership and Management Skills

General management practices require strong leadership and management skills. Effective managers must possess a combination of technical expertise, strategic thinking, communication abilities, and people management capabilities. Leadership plays a vital role in setting the direction, inspiring teams, and driving the implementation of general management practices.

Understanding these aspects of general management practices is crucial for organisations and managers seeking to establish effective and integrated management approaches. By embracing these practices, organisations can enhance their overall performance, achieve their strategic goals, and adapt to evolving market conditions.

What are the Other Categories of ITIL Management Practices?

There are two other categories of practices, service management and technical management.

Service Management Practices

Service management practices are focused on managing the end-to-end lifecycle of IT services, from inception, design and development to delivery and support. They cover the core service management process areas such as incident, problem and change which are key to the delivery and support of services.

Technical Management Practices

Technical management practices are focused on the technical aspects of IT service management, covering topics such as infrastructure and platform management, software development and management, and deployment management.

Final Notes on General Management Practices for ITIL

In conclusion, understanding and implementing general management practices is essential for organisations seeking to achieve success in today's dynamic business landscape. These practices provide a holistic approach to management, aligning activities with business goals and fostering collaboration across departments. By emphasising governance, continuous improvement, stakeholder focus, and risk management, these practices pave the way for effective decision-making and organisational growth.

The integration of general management practices encourages organisations to adopt a proactive approach to change and seize opportunities for improvement. It promotes a culture of collaboration, knowledge sharing, and adaptability, enabling organisations to stay ahead of the curve and remain competitive.

In a nutshell, general management practices provide organisations with the tools and frameworks needed to excel in their management endeavours. By embracing these practices, organisations can position themselves for success, drive innovation, and deliver exceptional value to their stakeholders.