📋 ITIL 4 & 5 Practices
ITIL 4 defines 34 management practices organised across three categories. ITIL 5 (emerging) evolves these into capability domains with explicit AI augmentation, ecosystem thinking, and sustainability integration.
Practice Categories
General Management Practices (14)
Architecture management · Continual improvement · Information security management · Knowledge management · Measurement & reporting · Organisational change management · Portfolio management · Project management · Relationship management · Risk management · Service financial management · Strategy management · Supplier management · Workforce & talent management
Service Management Practices (17)
Availability management · Business analysis · Capacity & performance management · Change enablement · Incident management · IT asset management · Monitoring & event management · Problem management · Release management · Service catalogue management · Service configuration management · Service continuity management · Service design · Service desk · Service level management · Service request management · Service validation & testing
Technical Management Practices (3)
Deployment management · Infrastructure & platform management · Software development & management
ITIL 5 Evolution
| ITIL 4 Practice | ITIL 5 Capability Domain |
|---|---|
| Service desk + Incident management | Human-centric experience & AI-assisted resolution |
| Change enablement | Continuous deployment & autonomous change |
| Problem management | Predictive analytics & proactive elimination |
| Knowledge management | AI knowledge graphs & automated knowledge capture |
| Risk management | Real-time risk sensing & AI threat modelling |
Section Contents
Downloadable Templates
| Template | Format | Download |
|---|---|---|
| ITIL Implementation Tracker | Excel | ⬇ Download |
| RACI Matrix | Word | ⬇ Download |
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