ITIL ITIL
Upcoming SlideShare
Loading in...5
×
 

ITIL ITIL

on

  • 3,238 views

 

Statistics

Views

Total Views
3,238
Views on SlideShare
3,236
Embed Views
2

Actions

Likes
1
Downloads
31
Comments
0

1 Embed 2

http://www.slideshare.net 2

Accessibility

Categories

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

ITIL ITIL ITIL ITIL Presentation Transcript

  • ITIL® Version 3 and You! ITIL® V3 - Changes from V2 | Boston | Dubai | Bangalore | Singapore | Sydney
  • About Changes – From the source! “The good news is that the changes to ITIL will make it easier for you to adopt, adapt, improve and use ITIL practices...” “… will bring you more guidance for the issues you face in the real world ...” Sharon Taylor “… core set of five publications and Chief Architect - ITIL V3 complementary guidance...” *As quoted by Sharon Taylor 2 | Boston | Dubai | Bangalore | Singapore | Sydney
  • ITIL Evolves further… ITIL ITIL Service Management Practices ITIL V2 – A set of Publications Collection of ITSM best practices A set of publications - prints and CDs ITIL qualification scheme ITIL V3 - ITIL as a Service Core of Practice Core of Practice Qualification Qualification Courses & Courses & (print, pdf, online) (print, pdf, online) Scheme Scheme Examinations Examinations Complementary Complementary Web Support Services Web Support Services Portfolio Portfolio (Interactive ?) (online ?) (Interactive ?) (online ?) 3 | Boston | Dubai | Bangalore | Singapore | Sydney
  • ITIL® V3 as an expanded V2 Most of the concepts of V2 are retained in V3 Improved approach – ‘Service Lifecycle’ More concepts and topics added Some concepts are refined More Processes and Functions added Many processes span across life cycle stages Some concepts and topics are emphasized further Improved consistency in the document structure Terminologies, Definitions & Acronyms - refined 4 | Boston | Dubai | Bangalore | Singapore | Sydney
  • Notable changes.. Definition of Service ‘A service is a means of delivering value to … in customers by facilitating outcomes customers Viewpoint want to achieve without the ownership of specific costs and risks’ … in Business-IT Alignment Business-IT Integration Thinking IT as ‘Business enabler’ IT as ‘Strategic Business Partner’ … in Management led by Processes Managing through Approach ‘Service Life Cycle’ … in 8 books (2 Core and 6 Supporting guidance) Publications 5 Core publications + 1 Introduction (+ ‘live’ support publications) 5 | Boston | Dubai | Bangalore | Singapore | Sydney
  • What in V2 are still there … Almost 95% of V2 applies in V3* Not necessarily in the same form ! Service Support processes Predominantly in Design, Service Delivery processes Transition and Operations Predominantly in Design, Transition and ICT Infrastructure Management Operations Planning to implement service Predominantly in CSI, management Some Parts in Design and Strategy Predominantly in Design Security Management Parts in Operations Predominantly in Design; Application Management Some parts in Transition and Operations Predominantly in Strategy Business Perspective Parts in Design 6 | Boston | Dubai | Bangalore | Singapore | Sydney
  • What in V2 is not there … Service Support and Service Delivery! The Processes & concepts are arranged in service lifecycle stages The concept of Problem control and Error control It is just Problem Management … Root cause and workaround as prerequisite for Known errors Known error could be raised at any time It should be raised as soon as it is useful to do so Structural inconsistencies in documentation Improved to a good extent - one would feel this issue is not there any more End to end coverage of single process in one publication In V3 many disciplines spans across multiple books May have to read 2 or more books to fully understand one process 7 | Boston | Dubai | Bangalore | Singapore | Sydney
  • Improved Structure & Navigation Introduction, purpose, context Introduction, purpose, context Service Management as a practice Service Management as a practice The principles of each lifecycle stage The principles of each lifecycle stage Lifecycle specific methods, processes, functions etc… Lifecycle specific methods, processes, functions etc… Technology considerations of each lifecycle stages Technology considerations of each lifecycle stages Stage specific implementation considerations Stage specific implementation considerations (Ex: Organization) (Ex: Organization) Challenges, risks and critical success factors Challenges, risks and critical success factors Supplemental guidance Supplemental guidance References, glossary, acronyms etc… References, glossary, acronyms etc… 8 | Boston | Dubai | Bangalore | Singapore | Sydney
  • What in V2 got emphasized further … Value Creation Highlighted as a key aspect of Service Management Service Catalogue Prominent consideration early in the lifecycle Now managed through a separate process Outsourcing considerations Not just a small part of a ‘not so popular book’ Request Fulfillment No more part of ‘incident’ Management Process Process Metrics and Measurements Not confined to a paragraph at the end of each chapter! Demand Management Highlighted as a part of Strategy 9 | Boston | Dubai | Bangalore | Singapore | Sydney
  • What is new ? Topics & Concepts Processes Strategy 10 Key SM Processes Many Processes ? Value Networks 24 explicitly mentioned Processes Service & Customer Assets Are there more processes? Service Portfolio - Possible ! Service Knowledge Mgmt system (SKMS) Approach on ROI Functions Multi-sourcing environments 1 Function A few functions ? Organization considerations 4 explicitly mentioned Functions Are there more Functions? - Possible ! UPDATED GLOSSARY * Total-500+ terminologies 300+ modified/changed 150+ Additions! Surprise!! Around100 Deletions! * As per Stuart Rance of HP – One of the authors of ITIL glossary 10 | Boston | Dubai | Bangalore | Singapore | Sydney
  • Thank You! Benil George bgeorge@gloporeims.com | Boston | Dubai | Bangalore | Singapore | Sydney