The functions of ITSM usually operate in an organisational context. That is, there is usually an organisation around (and above) the ITSM function which includes all of the mechanisms, processes, forces and expectations that any organisation would face. These are not unique to ITSM and are generic and applicable to any business or operational objectives.
The ITIL 4 general management practices are aimed at these non-technical, and even non-IT challenges to running the generic portion of ITSM. The knowledge here is derived from general management and is a pre-requisite for any successful outcome – including successful ITSM. These things may be familiar to those who manage almost any other industry or profession, and yet are equally vital to ITSM.
