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  • 1. ITIL Refresh News 1st Edition Autumn 2006 Official News Straight Contents Introduction to the ITIL Refresh by Chief Architect Sharon Taylor.................2 From the Source Publication News ..........................................4 The Core of the Matter The ITIL Library: Bigger Picture, Better Picture Winning Sets A very warm welcome to the first ITIL® You’ll also find a wide range of articles, Complementary Portfolio Refresh newsletter. both news and fact based. We cover the It’s the Business: ITIL for Executives new role of APMG and its impact on Going Global: ITIL in Translation We’re delighted to be producing this for qualification, training and accreditation What’s new in ITIL Version 3 a number of reasons, not least because and give a full title by title description of by Chief Architect Sharon Taylor.................7 it’s the first time that every aspect of the the Core Refresh publications along with project, publications, accreditation and details of their formats. You can also take Accreditation and Examination News ........8 examinations, have been brought together advantage of our elerts, along with news of APMG: A New Global Focus in this way. the complementary portfolio and how ITIL Accreditation: a Question of Standards is going international. Examining ITIL So what have we got to offer you? International Panel Last but not least, there’s an interesting APMG: Your Questions Answered Our main aim is to make sure you are up- article that explodes the various myths and International Access to-date with the Refresh project and know legends that have sprung up around the Worldwide Network, Global Recognition what is happening and why. So in keeping Refresh project. We’re confident that you’ll with our pledge to give you official news find the facts much more interesting than An interview with… straight from the source, we have an the rumours! Chief Architect Sharon Taylor ....................10 interview with Chief Architect Sharon Taylor Myths, Rumours and Speculation .............12 who, amongst other topics, tells us who We welcome questions, feedback and your is involved in the project, when it started, input. If there is anything you want to see and why she is so confident that it meets covered in the next newsletter early 2007, the needs of the community. To bring you please feel free to email me at address the complete picture, other contributors below. Be Sure to Stay include OGC, The APM Group (APMG: Sue Downey OGC’s official accreditor) and TSO (project Editor Up-to-Date manager of the ITIL Refresh project and While this newsletter will put you in OGC’s official publisher). touch with what’s going on with ITIL, new developments will happen all the time. That’s where the elert service Natural Development: comes into its own. ITIL’s New Look The service is all about letting you know the latest news as and when The striking imagery in this newsletter is based it happens. Elerts will automatically on the imagery used throughout the new keep you up-to-date with all key ITIL library. Growth, proportion, structure, developments, new FAQs as well as harmony and the concept of lifecycle are all news on the Refresh project. encapsulated in the pictures, which feature X-rays of natural, growing organisms. Registering could not be easier. Simply complete the To take just two examples: the leaf, used form located at to illustrate Service Strategies, is a highly structured piece of natural engineering ITILRefreshRegister - to that channels resources to help build ensure you receive the next the greater structure. The nautilus version of the Newsletter shell that illustrates Service Design plus the elerts. is one of the great marvels of nature, combining perfect form and function in a single harmonious design.
  • 2. Introduction from Chief Architect Sharon Taylor As the Chief Architect for ITIL, I have ITIL’s History Only one of these is totally true of course. Regardless of which tale of ITIL creation you been given responsibility to ensure True to the essence of best practice, looking choose to believe or repeat, the fact remains that the new version of ITIL, when forward takes on greater focus and meaning that during the past 10 years the undeniable released in Spring 2007, will meet when we know where we have travelled global success of ITIL as the adopted world the expectations and needs of the from. ITIL has enjoyed a long and popular best practice for IT Service Management is global ITSM community for years to history, and there are many versions of that not fiction. come. No small feat and with that history that have been told over the 20 years responsibility comes many sleepless nights making sure we are getting it of ITIL’s life. Like a great tale that evolves over time and is embellished by each teller, The ITIL Library of right. The ITIL Refresh project team has worked tirelessly for 2 years now ITIL’s history has taken on some colourful, entertaining versions of its evolution. Best Practice and we are approaching the most Since the 1980s, ITIL has undergone two exciting time in ITSM history in a few ITIL was created by the SAS major revisions: short months. Faced with dangerous missions every day and spy technology that kept failing at Version 1 – 1986 - 1999 the original ITIL When the Refresh Communication and function-based practice of 40+ books dealing Marketing Team suggested we create the worst possible moments, the SAS IT technical support team created ITIL to offer with a variety of IT practices. ITIL Refresh News, I was very pleased. It offers us an opportunity to enhance faster resolution for field agent incidents and avoid the need to keep recruiting so Version 2 – 1999 - 2006 V2 of ITIL our communication efforts and ensure Process-based practice of 10 books and the that you, our ITSM community, get many new agents each month. ITIL was so successful that it lowered the TCO (Total globally accepted best practice framework official, accurate and up-to-the-minute for ITSM: information on the ITIL Refresh to help Cost Ownership) of the SAS and maintained a you prepare for what lies ahead. robust knowledge base since agents were not expiring as quickly! • Service Support • Service Delivery ITIL was a gift from Aliens • Planning to Implement Service A superior technically advanced life form Management from a neighbouring galaxy was amused • ICT Infrastructure Management by our lack of service management and the extreme frustration experienced by our IT • Business Perspectives Volumes I and II customers. For a decade or so (a nanocade • Software Asset Management in Alien time) they were entertained until • Application Management they decided they could no longer watch • Security Management us bungle our way through our primitive customer service practices and one night, • ITIL - Small-scale Implementation. implanted the brains of IT service managers everywhere with the business centric service Version 3 – 2007 - ?? V3 of ITIL management practice called Intergalactic Service lifecycle-based practice incorporating Technology Intelligence Library (ITIL). We the best of V1 and V2 and tested current best awoke thinking we had just struck upon the practice for ITSM. Five lifecycle titles forming most ingenious common sense to IT service the core of ITIL practice: management ever conceived and set out to document it in English. (We never knew of • Service Strategies course that it had actually been given to us) • Service Design • Service Transition ITIL created by UK Government • Service Operation ITIL was developed by the CCTA, a predecessor of the OGC, during the late • Continual Service Improvement. 1980s when the UK government’s reliance on IT was increasing and fiscal efficiencies were The Core is supported by an Introduction being sought. A team of CCTA staff set out and Key Element Guides along with multiple to document a common sense approach to topic specific complementary guides managing IT services that would improve and an integrated service lifecycle model reliability while maintaining cost efficiency. including service, organisational, process and Using their own experience, a collection of technology maps. This part of V3 will be then best practices and common sense, the launched in Spring 2007. first IT Infrastructure Library® was created. 2 ITIL Refresh News 1st Edition Autumn 2006
  • 3. Later in 2007, value added offerings of ITIL and onto the radar of senior business Our research has confirmed that there are templates, case studies, certification study and IT executives. This enhanced vision major benefits to adopting the service aids and executive briefs will complete the V3 of what ITIL is, why it is important and the lifecycle approach: portfolio. These will be continuously updated value it brings will only make life easier for and added to our portfolio to ensure we keep those who have struggled to gain greater • Establishes the integration of business improving and helping you improve your adoption, and attention to ITIL at all levels in strategy with IT service strategy ITSM practices. the organisation. • Enables agile service design and ROI blueprint Common Sense Why the Lifecycle? • Provides transition models that are fit for purpose in a variety of innovations Approach Over the past 20 years, the way we manage • De-mystifies the management of service IT services has changed dramatically. In the providers and sourcing models The common sense approach to the early stages of the V3 refresh, we undertook • Improves the ease of implementing and development of ITIL remains at its heart even major public consultations to confirm what managing services for dynamic, high risk, today. The library has evolved with the ITSM we as an ITSM community have learned volatile and rapidly changing business needs industry and version 3 is no different. about best practice and what is relevant in the IT landscape of today. This also included • Improves the measurement and While some of ITIL V3 brings transformational predictions for the future. demonstration of value thought leadership, the history of ITIL is • Identifies the triggers for improvement and preserved within the pages of V3. Best The former concepts of business and IT change anywhere in the service lifecycle practices from the past two versions of ITIL alignment, the effectiveness of the value • Addresses the current gaps and are being brought forward into the new chain and the silos of operational processes deficiencies in ITIL today. design because they work. These practices have given way to matured thinking about are still best of breed in our industry and the realities of where the IT industry is still used every day. We have surrounded, We examined the challenges faced by IT today. We have harnessed this thinking in V3 enhanced and updated them with a broader service management at all levels and from and transformed former practice into more scope for ITSM that widens the visibility of all vantage points. We have designed ITIL relevant, easier to use guidance. V3 with these challenges in mind to take IT service management to new heights of The past The present and future excellence and to meet the needs of our ITSM community into the future. Business and IT alignment Business and IT integration Value chain management Value network innovation The development of V3 has harnessed the Linear Service Catalogues Dynamic Service Portfolios vision, expertise and realities of thousands of you from around the world. Collection of integrated processes Holistic Service Management lifecycle We have brought together the hearts and minds of the most brilliant experts in the Governance Methods industry and for two years now, we have Sta ills nd dedicated ourselves to bringing you the new Sk ard e& sA generation of ITIL best practices that you e dg l ig wl Continual Service nm can continue to depend on for many years Kno Improvement en t to come. cs With only a few short months left until V3 i Service Cas Top Design eS hits the market, we will continue to provide lity tud cia information about what’s coming and when. ies Spe Service Strategies We will ensure that you are prepared for V3 ion and can make the transition when you are Introduct Service ITIL ready and with ease. Template Operation Among the many press interviews I have Executive Co Impro en t c e s nti ve given over the past two years, one quote vem ervi nu me Service pro l S al Transition stays in my mind. Im tinua Ser nt vic n e Co “The ITIL Refresh is the most important event to St ty ud ili happen in the field of IT service management y ab Ai al in the past 10 years. It is exciting and promises ds Sc a bright future for the ITSM community.” Quali s ficat k Win ions Quic The version 3 package ITIL Refresh News 1st Edition Autumn 2006 3
  • 4. Publication News The Core of the Matter There are five publications in the ITIL range of Service Design (SD) Service Transition Best Practice. In order to meet current (ST) and future business Service Transition focuses Because successful IT management depends requirements, Service on the broader, long-term on the integration of different elements, the Design provides guidance change management core titles share a consistent structure and on the production role and release practices enjoy extensive navigation and links between and maintenance of IT so that risks, benefits, the various practice elements. policies, architectures and delivery mechanisms documents for the design of appropriate and and the ease of ongoing operations of The full contents page for each publication innovative IT infrastructure services solutions service are considered. This publication will shortly be listed on the Knowledge and processes. provides guidance and process activities for Centre found at the transition of services into the business Concepts and guidance in this volume include: environment. Service Strategies • The service lifecycle Concepts and guidance in this volume include: (SS) • Service design objectives A view of ITIL that aligns • Service design elements • Managing organisational and cultural business and IT so that change each brings out the best • Selecting the service design model • Knowledge management in the other. It ensures • Service, people, process, knowledge, tools • Service management knowledge base that every stage of the • Roles and responsibilities system service lifecycle stays • Cost model • Risk analysis and management focused on the business case and relates to all the companion process elements that • Benefit / risk analysis • Lifecycle stages follow. Subsequent titles will link deliverables • Implementing service design • Principles of ST to meeting the business goals, requirements • Measurement and control • Methods, practices and tools and service management principles described • Challenges, critical success factors and • Measurement and control in this publication. risks. • Challenges, critical success factors and risks Concepts and guidance in this volume include: • Companion best practices. • SM strategy and value planning • Linking business plans and directions to IT service strategies • Planning and implementing service strategies • Roles and responsibilities • Challenges, critical success factors and risks. 4 ITIL Refresh News 1st Edition Autumn 2006
  • 5. Service Operations (SO) Winning Sets Online Annual Subscription A one-year online subscription is the only By focusing on delivery So that all user needs and demands way to have instant access to the latest and control process for functionality are met, the ITIL Core authoritative text. The product can be activities, a highly Publication Suite is available in a wide range networked across your organisation, so you desirable, steady state of of formats. do not need to manage it internally. managing services can be achieved on a day-to- While the titles can be purchased in individual Box Set and Online Subscription day basis. To ensure it is integrated with the volumes, they provide additional value when For maximum convenience and functionality, rest of the lTIL library, guidance is based on purchased as a set. Not only will your ITSM buy the full box set and an online a selection of familiar service support and practice gain benefit from being able to see subscription at a special discount rate. service delivery control points the full picture, but you make substantial cost savings too. Concepts and guidance in this volume include: CD-ROM Hard Copy Publications Only available as individual items in • SO lifecycle stages non-networkable PDF format. Paperback titles are available individually or • Principles of SO as a complete set which comes with a free To ensure you are eligible for the • Process fundaments presentation case. pre-publication offers and to find out • Functions details of limited edition formats and • Application management prices simply complete the form located at • Infrastructure management ITILRefreshRegister. • Operations management • Control processes and functions • Scalable practices • Measurement and control • Challenges, critical success factors and risks. Continual Service Improvement (CSI) Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasised the importance of continual improvements. Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement. Concepts and guidance in this volume include: • Business drivers for improvement • Technology drivers for improvement • Justification • Business, financial and organisational benefits • Principles of CSI • Process fundamentals • Roles and responsibilities • Methods, practices and tools • Implementing service improvement • Measurement and control • Challenges, critical success factors and risks • Companion best practices. ITIL Refresh News 1st Edition Autumn 2006
  • 6. The ITIL Library: Bigger Picture, Better Picture Think about an example of any IT service from its inception to retirement. This is the lifecycle of service management. There are many different individuals and parts of an organisation involved in the life of a service. From planning, design, build, test, release, operation, improve etc. Different levels of the organisation and different roles carry out the decision-making, the development and delivery of services. Example: If you were building a house you would work with a variety of individuals at different stages: • Strategy – building approval, site plans, sales and marketing • Design – architects, designers, planners • Transition – interior designers, inspectors Complementary framework, to market its benefits in business terms and to illustrate how it aligns with the check all the plans fit together, that things conform to building regulations and will Portfolio business planning cycle. function as they are intended to. A key feature will be the publication’s focus Register with us and you can be the first to see details of new ITIL complementary on the business case for ITIL including ROI, Each of these teams performs a role publications - without lifting a finger. efficiencies and metrics. It is also intended to in building a house at various points in Designed to support and advise practitioners, help raise awareness of ITIL and its benefits; the process. as well as throwing new light on core gain the commitment of senior management, products, ITIL Complementary Guidance is and help senior executives market, adopt and Once you move in, the house will need to generated by both OGC and ITIL partners in retain support for ITIL within the organisation be kept operational – through maintenance the ITSM industry. and outsourced relationships. (plumbers, electricians) and via operational services such as the rubbish collection. Made up of hard copy and electronic publications, subjects and titles will range Going Global: ITIL in If you decided to renovate or extend then you would deal with many of the same widely, including for example: Translation individuals but with a view to improving • Pocket guidance To help drive the refreshed ITIL’s global roll- upon the original design and operation of • Case studies out, the OGC and ITIL Refresh project team is the house. • ITIL practice working templates working hard to make the guidance available in multiple languages. The refreshed version of ITIL reflects the • Governance methods life of services and so appeals to a broad • Certification based study aids. Prompt translation has been prioritised and spectrum of people who carry out roles at the team is finalising a strategy that will various service life stages. It is important to deliver speed and quality, priority listing know even though you may not currently be the prime target audience, you are likely to It’s the Business: ITIL and timelines, along with quality assurance be an influencer and so we strongly suggest that everyone reads the entire core library. for Executives mechanisms that involve the ITSM global community. Following consultation, the next version of To ensure you keep up-to-date with the ITIL will include an introductory guidance title news, register for the ITIL Refresh News aimed at senior executives, which will show and elerts. Simply complete the form how ITIL implementation can result in utility- located at like service quality. Using business language consistent with the core guidance, the objective is to educate business and IT executives about ITIL as a 6 ITIL Refresh News 1st Edition Autumn 2006
  • 7. What's new in ITIL Version 3 Sharon Taylor At this stage of ITIL V3 development we In addition to the development model used, ITIL V3 will bridge the gap between making are finalising the core for Quality Assurance below are key examples of what’s new from us great service providers to best in class, reviews and so we have a good idea of how a top down view, looking at overall structure innovative and better than ever service the final core products will look. with some details of new content. providers of the future. Over the entire life of the project I have been It would take a book in itself to describe all of There is a lot to be excited about. And we are. asked, “What’s New?” the ‘everything’ that is new about ITIL V3, but Join us at the itSMF UK conference to learn there is no doubt that we are bringing ITIL into more about why you should be excited too. The correct answer is; Nothing and Everything your future with some exciting, state of the Alternatively ensure you stay up-to-date by at the same time. art, innovative products and services. These registering for the next edition of ITIL Refresh will complement and mature the ITIL we have News and the elert service, simply complete Now before you roll your eyes, please all come to know, trust and value these past the form at read on. 20 years. The Nothing Some of what’s new Some of what you will see New Part Library structure The former collection of topic-based structure of ITIL is Every title in the current ITIL library has been replaced by a core of practice and a complementary portfolio of reviewed and decisions made about the supporting titles. content that needs to be brought forward Lifecycle model The former process-based model of ITIL is replaced with a to V3. We know that lots of the current ITIL lifecycle model that contains the processes needed to manage Library is still in use, still extremely relevant services within a lifecycle stage structure. The core practices of and valuable and still needed to be part of the the Service Management life stages are then supported by more new ITIL since it remains the globally adopted detailed complementary content specific to industry, stakeholder best practice for IT Service Management. and practice topics. This makes the library more practical, easier to use and provides guidance specific to various stakeholder So in that respect nothing has changed. viewpoints to help gain further traction in ITSM. The ITIL you use today will still be part of V3 tomorrow and go forward with your Business as an eco system Evolves us beyond business and IT alignment to the integration ITSM practices. and resulting eco system of business and IT. New IT strategies ITIL is enhanced with guidance on strategies for outsourcing, The Everything co-sourcing, shared sourcing and guidance on selecting the right model and how to make the decisions. New Part New concepts The addition of a state-of-the-art Service Management Knowledge Base that moves us from capturing data into ITIL V3 will look completely different from V2. transforming it into wisdom. Below I have briefly listed the key things that make everything different about ITIL V3. The addition of Service Portfolios and the use of value networks. • The method of development – we New processes Request fulfillment separate from incident management to be a scoured the planet for opinions and process on its own. experts to work with our team to develop V3. These opinions formed a solid base for Process expansion The addition of functions such as event management built into the key success elements of V3. We talked the incident lifecycle. with a broad base of ITSM stakeholders and built a core of practice that will speak The art of creating service utilities, capabilities, resources and to them all. warranties to deliver best of breed service management. • The role played by the ITSM community in New practice areas To enhance operational practice, areas of technical, operational V3 – instead of inviting a few key experts and application management. and a few reviewers, we invited members of the community to stand alongside us Organisational structures in each practice area to help readers in development and play an active role create solid foundations for Service Management (SM) practices. throughout. The ITIL Advisory Group (IAG) have been mentors, subject matter ITIL enhancements also include interactive templates, business experts, reviewers and ambassadors of cases and procedures for building, assessing and measuring ITIL V3 for almost the entire length of this returns on investment (ROI). project. So V3 is entirely a community developed practice. New methods of The library will continue to exist in books, CD and online format, delivering ITIL but the online subscriptions will offer a variety of exciting value- added products and services. ITIL Refresh News 1st Edition Autumn 2006 7
  • 8. Accreditation and Examination News APMG: A New • To ensure that, whilst the accreditation processes remain rigorous and from North America, Asia and Europe. The panel will be responsible for: Global Focus demand high standards, APMG does not impose unnecessary burdens on • the development of the revised On July 20 2006, TSO and APMG signed those we accredit. qualification scheme for V3 partnership agreements with OGC for • course syllabuses publishing and accreditation services for • ongoing development and maintenance of ITIL and OGC’s programme and project Examining ITIL exam questions. management portfolio. This is the first time OGC has brought together global experience From 1st January 2007, APMG will offer ITIL in publishing and accreditation to work on the combined portfolio. accreditation and qualifications services (including exams). As OGC’s Official Your Questions APMG is responsible for establishing a Accreditor they will act as an Examination Institute (EI), and will also license Answered Qualifications Board. This will bring other EIs that meet international or equivalent Will existing trainers have to enter together representatives from all interested local standards. EIs will accredit training into new accreditation procedures? parties, including OGC, TSO, itSMF® organisations, known as Accredited Training International, Accredited Training Organisations Organisations (ATOs) and notify APMG, who If a training organisation is already accredited (ATOs), examiners, assessors, and Examination will issue appropriate IPR licences for use of by one of the existing Examination Institutes, Institutes. trade marks and copyright materials. and both the EI and the training organisation sign a license with APMG, there need not be The Board will be charged with EXIN and ISEB have existing licences from any change to the accreditation procedure. providing advice on appropriate OGC that expire in mid 2007, and are able to standards and assessment processes for offer official V2 ITIL exams, until then. They Any new training organisation will have to all certification activities. may offer official ITIL exams after that time if demonstrate that they have: they are licensed by APMG. APMG, OGC and TSO have also established • appropriate management systems an Intellectual Property Rights Board in The current qualification scheme offered by collaboration with the UK’s Office of Public other EIs will remain substantially in place. • capable trainers (qualified to practitioner Sector Information (the standard setting Once V3 is available there will be a single or manager level) body for best practice in information policy). question bank from which all licensed EIs will • suitable training material. The Board will provide a focus for the be able to select exam questions. development, re-use and management of It will be a straightforward process for any the intellectual property within ITIL. It is expected that V2 qualifications and training company. publications will continue to be available during a transitional period. EIs and ATOs will Accreditation: have access to V3 information in a timely What levels of certification will there be? manner and the marketplace will be given a Question of ample advance notification of changes to ITIL qualification schemes will be aligned with Standards be implemented OGC will introduce a new governance body called the Combined the Refresh due to be launched next year Strategy Board. This board will oversee and and existing qualifications and certificates will For the past 10 years the APMG has remain valid and intact. hold decision authority for the publications of specialised in the accreditation and ITIL and the qualifications based on ITIL. certification of training organisations, Both current and new versions of the consultancy organisations and their qualification scheme will run concurrently for APMG will create a new Qualification Board personnel for OGC’s programme and a period (which will be dictated by a range of (QB) and Examination Panel (EP) covering both project management portfolio. Over this factors), ensuring that training providers have current and refreshed ITIL qualifications. period its accreditation processes have adequate preparation time for transition to The integrity of the current Qualification been continually developed and adapted the refreshed ITIL. Scheme is driven by ICMB (ITIL Certification with three clear objectives in sight: Management Board), which is chaired by itSMFi and has each Examination Institute (EI) Training already undertaken will not be • To ensure the marketplace – whether undermined by the introduction of new plus OGC as members. In the forward individuals taking examinations or material. Qualification levels are likely to remain governance model, qualifications integrity will organisations seeking consultancy and it is unlikely that the foundation exam will be an APMG responsibility and they will chair advice – has absolute confidence in the change significantly. The others are subject to the new ITIL QB. services provided by APMG’s accredited consideration by the examination panel and organisations. qualification board which is being established. • To help APMG’s accredited organisations International Panel develop and extend the market for their services, both by supporting new market APMG is establishing an ongoing Senior development initiatives and helping to Examiner Panel that will develop the V3 prevent the misuse of intellectual property Qualification Scheme. Members will be drawn rights by the grey market. 8 ITIL Refresh News 1st Edition Autumn 2006
  • 9. International Access Malaysian/Indonesian (Bahasa), Thai, Vietnamese, Filipino and Gaelic, as well as OGC, APMG and TSO have agreed to Danish, Dutch, French, German, Italian, Polish, work through a Combined Strategy Board Portuguese and Spanish to name a few! with responsibility for global marketing and overall product development. This will include a coordinated set of product To ensure you keep up-to-date with the websites to provide a gateway for the news, register for the ITIL Refresh News international community to access the and elerts. Simply complete the form benefits of the products, qualifications located at and accreditation schemes. As a leading accreditation, certification and examination body, APMG is at the forefront of pioneering developments in this global enterprise with established offices in the UK, The Netherlands, Australia and China. APMG’s USA office opens late in 2006, followed by India in 2007. This physical presence is supported by the innovative use of online systems. There are no geographical or logistical constraints on organisations becoming accredited or on examinations being taken. APMG has been instrumental in helping companies throughout the world become established as Accredited Organisations. Worldwide Network, Global Recognition APMG encourages the support of users throughout the world through local pricing policies. This will include, wherever possible, working closely with itSMF® International and the ever-growing network of itSMF® national chapters. It is through these chapters that APMG will gain significant market understanding, facilitate local customisation of qualifications, and find highly knowledgeable and committed individuals to help with translations and the localisation of services. APMG’s wealth of experience working with experts in their own countries has ensured the wide acceptance and adoption of PRINCE2 as an international project management standard. APMG will be working to a similar model to increase worldwide recognition of ITIL V3. Managing Director Richard Pharro says: “It is our aim to ensure that many more organisations have the opportunity to benefit from the adoption of best practice through training courses and qualifications.” APMG already has experience with working in these languages: Arabic, Chinese, Japanese, ITIL Refresh news 1st Edition Autumn 2006
  • 10. An interview with Sharon Taylor How did you become involved and I am also responsible for ensuring alignment Did you know that by the end of how were you appointed? to the broader aspects of the project such as this year Sharon Taylor Chief Architect I first heard about the role of Chief Architect qualifications and standards. will have given presentations to from a colleague of mine in the IT service nearly 16,000 members of the IT management industry who asked me if I Ultimately I am accountable for the service management community would be interested in putting my name end product. across seven continents? forward. I submitted my details not thinking I would be chosen and was surprised when I What is different about this Refresh? was asked to attend an interview. There are significant changes in this approach to the refresh, which The Chief Architect recruitment involved have introduced various complexities to a very competitive process. My interview the project. in September 2004 was in front of a select panel: the then Director of Best Practice at This Refresh is more globally focused. OGC (Tony Betts); Chief Editor of the Refresh; Perhaps the key difference is that OGC the President of the Institute of Service have recognised that ITIL has become a Management; the CEO of itSMF International. globally used product and, as such, they have committed to ensuring the next version As part of the interview I was asked to give of ITIL reflects the needs of the global a presentation on how I would improve the community. Although this has introduced current ITIL. I indicated in my presentation complexities with regards to languages and that I thought one person alone was not able the different users of ITIL, we have achieved to decide improvements to the product, it the international viewpoint to date through needed to be done from the viewpoint of the public consultation exercise. the international community. I felt that what was wanted was an international feel not a UK We have a mammoth task ahead delivering centric initiative. one set of publications and also overhauling the content. ITIL version 2 publications were It would appear OGC agreed as I got the released a book at a time and when interest job, I think my public sector background was shown in a specific subject. For version helped having been Director in IT Services 3 we are delivering an entire product set in a Canadian government department in one hit. We are also working towards a responsible for 90,000 ITIL users. completely restructured ITIL, utilising the lifecycle approach whilst trying to weave in Things moved quickly and in November 2004 content from version 2. I moved to Norwich, the location of OGC’s office, to begin my six month contract to With past refreshes OGC have informally define the scope and development plan for approached peers and asked them to be the refresh of version 2. After the six months I involved in the Refresh. With this Refresh was asked to stay on to see the plans through we have undergone a competitive tendering to their conclusion, over two years later I am process and then contracted paid authors, still Chief Architect and have travelled all over allowing us to stick to a tight timescale. the world spreading the Refresh message. The visibility of the project has been What does your role involve? enormous in terms of communication. My role as Chief Architect has involved The community has been kept informed developing the project plans, which every step of the way. This is something includes devising the funding model, scope, I was keen to ensure happened. development plans and communication strategy. I have also assembled the various So why refresh ITIL? support teams from the community to Version 2 was developed in the late 1990s. give the project a truly open, consultative Since this point IT has matured at a fast rate flavour and I have undertaken the public and with the new business approach and consultation, which in turn has developed developments in technology it has meant the key requirements for updating ITIL. This that what was Best Practice is now probably has involved a very competitive recruitment “good practice” and as such we need to process for the authors. refresh ITIL to ensure it meets the needs of the community today. Since the project began there has been a major initiative to outsource services. We learned that this needed to be addressed, 10 ITIL Refresh News 1st Edition Autumn 2006
  • 11. there were gaps in the guidance, which the ITSM community. They produce us to remain engaged with the IT service needed to be plugged. The other element we the actual content of the books. management community. needed to address was the shift to operate IT more like a business. The business was asking These mentors are drawn from the How can you be sure the needs of for business cases, wanting to see a return on ITIL Advisory Group (IAG) comprised of the community are met? investment in their IT services and this was 35 members from a global IT service This is a very complex challenge as there is something the community was crying out for management stakeholder group. They a broad spectrum of users from the novice which is not addressed in version 2. support the project by reviewing and to the experienced and we need to ensure giving feedback on the approach, structure, we meet all users’ requirements. As a result, So when did the project start? direction and scope of the ITIL Refresh. it is key to this project to keep in touch with The actual project began in November 2004 the community. but we had been busy developing the project There are also the two ancillary teams: plan since September that year. the Qualifications Board, formerly the ITIL The results of the public consultation have Certification Management Board (ICMB), made allowed us to develop a set of prioritised up of stakeholders, itSMFi, ISEB, EXIN and Who is involved and what are revisions needed to meet with the demands now APMG to help ensure the alignment of their roles? of the community. This has become critical the qualifications. Plus IPESC who OGC have The Refresh board has changed over the past in relation to our key performance indicators, asked to endorse the publications. two years and with the Commercial Activities which we ensure we are delivering against Recompetition (CAR) project we have had every stage. The newly appointed Communication and some recent additions. Marketing Team made up of TSO, itSMFi, OGC Our open development approach involving and APMG is responsible for ensuring the IT In hierarchical order, we have the OGC, the whole community and our quality service management community is kept up to sponsors of the project who provide funding assurance process ensure we constantly meet date with the developments on the Refresh. and the investment decisions for the project. the needs of the community. This newsletter is the first in a whole host of initiatives aimed at doing just that. We then have the ITIL Refresh Development Our open dialogue with the community Programme Board, which comprises the in terms of presentations, communications All in all it’s a very large team all with following community sector representation: and our extensive reach into the different roles. community over the last two years • itSMFi – representing the major have been key to our success. What is the role of itSMFi? stakeholder groups ItSMF played a major part in ITIL over By the end of this year we will have presented • Examinations boards EXIN, ISEB and these past 20 years acting as stewards and to over 16,000 people on version 3. There more recently APMG – representing the providing expertise. have also been countless articles, interviews qualification sector and webcasts to ensure we are keeping the • ISO 20000 – supporting alignment They are intrinsically involved in the project. community up-to-date. • TSO – the official OGC publisher They are at the heart of the Refresh on the Development Board and have played a core As I originally stated a little over two years • OGC’s Jim Clinch as Chief Editor part in the public consultation allowing us to ago in my interview presentation, no one • And me, Chief Architect. reach the international community. person can deliver this, it’s a globally used product and the refresh needs to be done Our role is to ensure the broader issues itSMF have invited us to attend their from the viewpoint of the community. of alignment in terms of certification, various conferences and events allowing examinations and standards are considered within the development. Then there is the Editorial Board comprised of Jim Clinch, OGC and Chief Editor, myself as Chief Architect, Janine Eves and Christina Thomas, TSO as managing editors. The Editorial Board is supported by project coordination and technical support from TSO. We are charged with evolving work packages into publishable products. This Editorial Board has decision authority and accountability for the final content of each V3 product. Reporting to the Editorial Board are the Author teams, 10 world class experts with diverse backgrounds and viewpoints. Two author are assigned to each core book along with two mentors from ITIL Refresh News 1st Edition Autumn 2006 11
  • 12. Myths, rumours and speculation During the last 18 months ITIL has been Myth number 4. V3 is simply the focus of two major projects: it has an add-on to V2 ITIL Refresh News 1st Edition been undergoing a major refresh and The refreshed ITIL will replace the current it was also included in the scope for a Editor: Sue Downey, TSO version and this is part of an ongoing Editorial Team: TSO, OGC, APM Group, major procurement to provide supporting process to enhance and improve OGC’s publishing and accreditation services. Updates Chief Architect Sharon Taylor Best Practice in service management. This on project progress have been provided is the essence of ‘current best practice’, Many thanks to all who contributed to this throughout but, inevitably, there are periods ensuring that it continues to meet the newsletter. where there is no information available. evolving demands of customers. The Essentially, both projects result in some kind refreshed ITIL will help service providers Published by TSO (The Stationery Office of change and as many will know, this often remain competitive and effective in Ltd) St. Crispins, Duke Street, Norwich, NR3 gives rise to speculation. 1PD providing value to their customers. In this article we respond to some of the ITIL Refresh News should not be taken Myth number 5. My current as constituting advice of any sort and no more popular ‘myths’ that have surfaced as a result of the changes. software support tools will liability is accepted for any loss resulting from use of or reliance on its content. no longer be useful While every effort is made to ensure the Myth number 1. OGC is planning The main functional elements of most accuracy and reliability of the information, to sell ITIL IT service management tools will still be TSO cannot accept responsibility for errors, required for V3 since the main process omissions or inaccuracies. OGC has no intention to sell its best practice elements from V2 remain. We do expect, portfolio. It recognises that much of the Reproduction in full or part of any article however, that some vendors will want to value in these products comes from its is prohibited without prior consent from make enhancements to their tools to capture vendor-neutral status and that they should the Editor. the additional power of new functions that remain Crown Copyright. The new five-year V3 will introduce. ITIL ® is a Registered Trade Mark, and a Registered contracts for accreditation and publishing Community Trade Mark of the Office of Government services have been put in place to support Commerce, and is Registered in the U.S. Patent and You can continue to use V2-based tools Trademark Office. users and ensure that the products remain and practices until you are ready to (and fully accessible. IT Infrastructure Library® is a Registered Trade Mark of if you wish to) make improvements. We the Office of Government Commerce. are confident that V3 will entice you with Myth number 2. Everyone will need compelling opportunities to improve your IT The swirl logo ™ is a Trade Mark of the Office of Government Commerce. to be re-certified when the new ITIL service management practices, but we have (V3) is released been very diligent in making sure that this Rest assured, this is not the case. ITIL transition can occur for you with ease and in qualifications will remain valid and training your own time. already undertaken will not be undermined by the introduction of new material. There will be opportunities for candidates to upgrade their qualifications and short conversion or update courses are likely to be provided. Myth number 3. All the processes I know today will be gone The processes you are working with today will continue to be part of the refreshed ITIL. You will notice, however, that the Service Support (SS) and Service Delivery (SD) processes will be integrated into a service lifecycle. This will better reflect how service management is applied in everyday practice and so your implementation of them is likely to become easier. A significant portion of the current version of ITIL will be refined and included in ITIL V3. This includes the parts that are still widely practised and usable in the IT service management community. 12 ITIL Refresh News 1st Edition Autumn 2006