Glossary

ITSM practice

Also called: ITSM practices · service management practice

A set of organizational resources designed to perform work or achieve an objective within service management.

A set of organizational resources designed to perform work or achieve an objective within service management. Here, certified practices act as proven process patterns instantiated through the method, not as modules that replace it.

That it is a set of resources rather than a procedure is the difference from earlier ITIL versions. A practice includes people, tools, information and workflows: buying the tool covers only one part of it.

On this site: ITSM & PinkVERIFY →

Related terms

Integrated ITSM general criteria

Cross-cutting requirements a tool must meet beyond each individual practice: integration across practices, security, audit, reporting and usability.

ITIL

The most widely adopted framework of IT service management practices, describing what to manage rather than prescribing a tool.

ITSM

The practice of managing IT as a set of services with owners, commitments and evidence, rather than as a collection of technology.

PinkVERIFY

Pink Elephant's certification scheme verifying that a tool genuinely supports ITSM processes, in functionality and in terminology.

Service value system

The ITIL 4 model whose core is a value chain running from plan and improve through to deliver and support, fed by practices and governed by guiding principles such as focus on value and…