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Short Overview of ITIL V3


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IT Infrastructure Library (ITIL) …

IT Infrastructure Library (ITIL)
V3: Overview and Impact

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  • 1. IT Infrastructure Library (ITIL) V3: Overview and Impact by Bill Powell IT Service Management Portfolio Manager ITS Strategy and Architecture, Global Technology Services T he IT Infrastructure Library (ITIL) routinely comes up as a customer requirement for outsourc- ing services, consulting services and software. ITIL has recently been updated to version 3, and this article provides an overview of ITIL, explaining what is different in the new version. Overview of ITIL ITIL V3 is the third version of a globally popular library of books regarding best practices for service Figure 1: “New look” ITIL V3 books management. Version 1 of ITIL leveraged content from IBM’s Information Systems Management Certifications Version 3 differences Architecture, documented in the The ITIL personal certification Based on the influence of ITIL Yellow Books as “The Management scheme has been changed but is V2 foundation exams and personal System for the Information still aimed at recognizing individual certifications, Service Management Business.” In version 2, the library ® competency with ITIL practices. had come to be described as of more than forty books was consol- Because there is no organizational “10+1” (10 processes plus service idated to seven primary books with a certification included in ITIL, desk, as described in the Service focus on IT service management there is no official way to certify Support and Service Delivery V2 processes. Version 3 concentrates on that an organization “is ITIL” or books). ITIL V3 introduces more “Service Management” — managing “is not ITIL” or is of a certain management disciplines and prac- services, throughout the service “ITIL maturity level.” Various tices to ITIL education and per- lifecycle. It begins with issues like: education or consulting services sonal certification programs. What market space are you in? Who providers, including IBM Global The Service Management is your customer? What services do Services, offer proprietary “ITIL Lifecycle is described in five core you provide? What services should maturity assessments.” books: Service Strategy, Service you provide? How do you manage The development of ITIL V3 Design, Service Transition, Service those services? ITIL V3 books included ten authors, an ITIL Operation and Service Continual emphasize more best practices than Advisory Group (IAG) of 23 leading Improvement. The lifecycle con- ITIL V2 (refer to Figure 1). experts, an extended team of review- cept in ITIL V3 is based on the The U.K. Office of Government ers, and a project team including a approach described in the ITIL Commerce (OGC) owns the copy- chief architect. I participated as a V2 Application Management book right for ITIL, which are commer- member of the IAG and as a mentor that was co-written by authors from cial, for-profit publications designed to the authors of the Service Strategy IBM and Microsoft. The lifecycle to increase revenue into the general book. Ivor Macfarlane, GTS Strategy emphasizes the need for develop- treasury of the U.K. government. and Architecture Service Product ment and operations to be inte- The OGC awarded ITIL publication Line, participated as an author of grated throughout the lifecycle. rights to “The Stationery Office” the Service Transition book, while Each book is described here: (TSO), a private commercial services many IBMers (including myself) organization, while awarding ITIL participated as reviewers of all the • ITIL V3 Service Strategy adds education and certification rights to books. The details of who partici- new concepts to ITIL like the the APM Group. These rights were pated in the development of ITIL service package, service prod- awarded through the OGC’s V3 are listed in the beginning of ucts, and service strategy con- Competitive Activities each book. cepts. The service package is Recompetition (CAR) project. Continued on page 8 4
  • 2. Continued from Page 4 In the ITIL V3 overview diagram (refer to Figure 2), ITIL V3 emphasizes the service lifecycle and sheds light on additional the subjects that were empha- management practices. “Service management is more than 10+1.” sized in ITIL V2 are high- lighted in grey. Strategy Design Transition Operation Continual Improvement Reference material Service Strategy Service Portfolio Mgmt Change Mgmt Monitoring & Event Mgmt Measurement & Control A number of related intel- lectual capital assets are avail- Market Intelligence Service Catalog Mgmt Service Asset & Incident Mgmt Service Measurement able to all IBMers and can be Configuration Mgmt found in the IBM ICM IT Financial Mgmt Service Level Mgmt Knowledge Mgmt & Request Fulfillment Service Assessment & Service Knowledge Syst (Standard Changes) Analysis AssetWeb database: Service Portfolio Mgmt Capacity Mgmt Service Release & Problem Mgmt Process Assessment & Deployment Planning Analysis • ITIL V3 Documentation Demand Mgmt Availability Mgmt Performance and Risk Access Mgmt Service Level Mgmt • Overview ITIL V3-related Evaluation materials, white paper and Risk Mgmt Service Continuity Mgmt Testing Service Desk Improvement Planning Frequently Asked Questions • IBM Process Reference Information Security Acquire, Build, Test Infrastructure Mgmt (ISO 27K, ISO 20K) Release Mgmt Model for IT™ Supplier & Contract Service Release, • Service Management Application Mgmt Mgmt Acceptance, Test & Pilot Adoption Model Processes Organizational Change Deployment, • Management System IT Operations & Communications Decommissions & Transfer Analysis Tool (ITIL V3 and Functions Facilities Mgmt PRMIT V3) • Maturity Model (includes technical components and Figure 2: ITIL V3 overview roles from ITIL V3) Your connection for more made up of the service utility until service delivery to rather than a monolithic information is Bill Powell and the service warranty. begin consideration for Configuration Management (Bill D Powell/Minneapolis/ The service utility is the service level, availability, Database (CMDB). Generally IBM@IBMUS). service functionality or capacity, continuity, security where V2 referred to singu- description, while the service and financial management, lar databases, V3 refers to warranty is the service level. it’s too late. These manage- “systems,” recognizing that, Continual Service Improvement The concept is this: what ment concerns must be in most environments, feder- Service Design gets handed off from devel- integrated into the design ated and integrated systems opment to operations is a of services. are used. Service Stratigies service package that includes • ITIL V3 Service Transition • Service Continual ITIL Service utility and warranty — rather and Service Operation Improvement reviews many Operation Co Im than just the service func- update and revise content common approaches to nt pro in ve t e Service en vic ua m Transmission r lS e tionality without considera- from the ITIL V2 Service improvement. ITIL V3 em e ov l S er nt pr ua vi Im tin ce tion for the required service Support, Infrastructure and provides emphasis on the n Co level, availability, capacity, Application Management need for integrating many security, continuity and books. Service request is sources of knowledge, like financial plans. recognized as distinct from the Carnegie Mellon ITSQC • The ITIL V3 Service Design incident management. service management capa- book recasts what was in Knowledge management is bility model e-SCM, COBIT the service delivery and added, and configuration and ISO, as well as ITIL. security books. The main management is revised to idea being that, if you wait be considered a system 8