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
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
manager of the ITIL Refresh project and OGC@tso.co.uk 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 www.best-
to illustrate Service Strategies, is a highly management-practice.com/
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
Introduction from Chief Architect
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.
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:
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
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
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
industry and for two years now, we have
ills nd dedicated ourselves to bringing you the new
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
With only a few short months left until V3
hits the market, we will continue to provide
information about what’s coming and when.
We will ensure that you are prepared for V3
and can make the transition when you are
ITIL ready and with ease.
Among the many press interviews I have
en t c e
given over the past two years, one quote
pro l S
Transition stays in my mind.
“The ITIL Refresh is the most important event to
happen in the field of IT service management
in the past 10 years. It is exciting and promises
a bright future for the ITSM community.”
ficat k Win
The version 3 package
www.best-management-practice.com ITIL Refresh News 1st Edition Autumn 2006 3
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 www.best-management-
the transition of services into the business
practice.com. 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.
• 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
• Planning and implementing service
• Roles and responsibilities
• Challenges, critical success factors and
4 ITIL Refresh News 1st Edition Autumn 2006
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
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
• Operations management
• Control processes and functions
• Scalable practices
• Measurement and control
• Challenges, critical success factors and risks.
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
• Business, financial and organisational
• 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.
www.best-management-practice.com ITIL Refresh News 1st Edition Autumn 2006
The ITIL Library:
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.
If you were building a house you would
work with a variety of individuals at
• 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:
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
• 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
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 www.best-management-
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
What's new in ITIL Version 3
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 www.best-management-
read on. 20 years. practice.com/ITILRefreshRegister.
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.
www.best-management-practice.com ITIL Refresh News 1st Edition Autumn 2006 7
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
accreditation and qualifications services
(including exams). As OGC’s Official
APMG is responsible for establishing a
Accreditor they will act as an Examination
Institute (EI), and will also license
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
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
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 www.best-management-
and accreditation schemes. practice.com/ITILRefreshRegister.
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.
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
APMG already has experience with
working in these languages: Arabic,
www.best-management-practice.com ITIL Refresh news 1st Edition Autumn 2006
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
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
community over the last two years
• itSMFi – representing the major have been key to our success.
What is the role of itSMFi?
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
www.best-management-practice.com ITIL Refresh News 1st Edition Autumn 2006 11
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
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
12 ITIL Refresh News 1st Edition Autumn 2006