Key element guide itil service design best management practice by lou hunnebeck 2012 07 31 books amazonca. Key element guide itil service design best management practice 2012 08 30 books amazonca. In itil a management practice is a set of organizational resources designed for performing work or accomplishing an objective previous itil versions focus on processes itil 4 shifts to a focus on practices giving the organization more flexibility to implement specific processes that are closely aligned to the specific needs of their customers. 5 key guidance points in the itil 4 service desk practice the latest version of the itil it service management itsm best practice guidance itil 4 was released in 2019 unlike itil v3 2011 this positioned the service desk as a practice the replacement for process based guidance within the service management practices