When ITIL 4 was introduced, one of its biggest - and most misunderstood - shifts was moving away from processes to a broader, more flexible concept: practices .   See also What is the difference between Process Owner, Process Manager, and Process Practitioner? In earlier versions of ITIL, each process had a clear sequence of activities, inputs, and outputs. That approach helped organizations standardize service management but often led to rigidity,  especially as digital transformation accelerated and work became more cross-functional. ITIL 4 recognized that service management isn’t just about what we do, but also who , how , and why . A practice is a holistic set of organizational resources -  people, processes, information, and technology -  working together to achieve outcomes. Processes still exist, but they now sit inside practices rather than defining them. What This Means for the Service Management Office (SMO) For many SMOs, this shift...

This article was originally published in 2015. With the Introduction of ITIL 4, some of this best practice has changed. See  ITIL 4 and the Evolving Role of Roles . Updated Definitions in ITIL 4: Process Owner: In ITIL 4, the concept of 'processes' has expanded into broader 'practices.' Consequently, the Process Owner is now often referred to as the 'Practice Owner.' This individual is accountable for the overall design, performance, integration, and improvement of a specific practice within the organization. They ensure that the practice achieves its intended outcomes and aligns with the organization's objectives. Process Manager: Now commonly known as the 'Practice Manager' in ITIL 4, this role is responsible for the day-to-day management of the practice. The Practice Manager ensures that activities are carried out as intended, manages resources assigned to the practice, and oversees the practitioners performing the work. Process Practit...