Best Practice

About Best Practice

Best practice it is a proven activity or process that has been successfully used by multiple organisations.  A Best Practice approach means seeking out ideas and experiences from those who have undertaken similar activities in the past, determining which of these practices are relevant to each one’s situation, testing them out to see if they work, before incorporating the proven practices in own documented processes.  Best Practice is all about “not re-inventing the wheel”, but learning from others experiences and implementing what has been shown to work in the best possible way for each organisation.

Best Practice techniques can be applied in all aspects of life. The itSMF focuses on those relating to the management of IT Services.

Best Practice IT Service Management has been designed in such a way that it is adaptable to any organisation and any mix of IT resources. It provides a blue-print for service development, and the IT department can focus on implementing the blue-print rather than re-inventing the wheel.


The Best Practice approach can provide IT services in Cyprus with:

  • a proven, quality approach to service delivery
  • increased productivity
  • increased customer satisfaction
  • minimised risk
  • reduced costs
  • improved communication between IT and the business (the customers of the IT services)

Best Practice also helps the customers of the IT services by:

  • providing reassurance as to the proven processes
  • confidence to rely on IT services, enabling business objectives to be met
  • clearly defined processes and contacts to handle problems and issues
  • clarification of costs and monitoring of service levels – better informed customers.

By adopting Best Practice the organisation achieves a consistent and comprehensive approach to Service Management; ranging from software products, through to consultancy, training and qualifications.

IT resources are focused on service quality to satisfy customer requirements. It helps IT departments shift from the image of technology-driven, but more at focusing on delivery what the business needs, when it needs it.

Source of Best Practice

The source of “best practice” definition for IT Service Management can be found in the ITIL Service Management Practices publications from the Office of Government Commerce (OGC) and in several publications from the British Standards Institution (BSI). The Core Service Management Practices are formed of 5 books (published in 2007) focused on a lifecycle approach to Service Management.This is a major change to previous versions of ITIL which were more processed based. The core set of books is:

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operations and
  • Continual Service Improvement

ITIL V3 Glossary & Acronyms

The updated ITIL V3 Glossary, published by OGC, is available for download via the link below:

Download: ITIL V3 Glossary (Adobe PDF)


Certification is the mechanism by which you validate your thorough understanding of ITIL concepts and terminology. This qualification is recognized worldwide.

The OGC in the UK (Office of Government Commerce) has designated the APM Group as their official accreditor for ITIL® V3 certification.  Click on the link below to access information about their program:

ITIL® Service Management Practices V3 Qualification Scheme

ISO/IEC 20000 (referred to simply as “20000″) is the international Service Management standard, which drew upon the ITIL frameworks, British Standard 15000, and many other sources of best-practice. Not unlike ISO 9000, it is against 20000 that organizations are certified as having an integrated set of management processes for the effective delivery of information technology services to the business and its customers.

Individuals continue to be certified under the ITIL Qualification and Certification scheme. (Exception: Certified ISO/IEC 20000 consultants and auditors require additional training and testing.)

For additional information, check out the ITIL FAQ page on the OGC Web site:


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