An Overview of ITIL® v3 from the Chief Architect


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Sharon Taylor, Chief Architect of ITIL® V3 provides a back to basics overview of ITIL® v3. In this video you will learn how the change in the IT needs of the business evolve over time and how the ITIL® v3 principles were developed to address them.

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An Overview of ITIL® v3 from the Chief Architect

  1. 1. ITIL v3 - the Future is Now Live webinar with Sharon Taylor, Chief Architect Axios Systems IT Service Management Solutions Technical support numbers: US +1 866-229-3239 Toll Free US US +1 408-435-7088 Toll international UK +44 0800 358 1236 Toll Free UK +44 0161 250 0698 Toll in association with
  2. 2. Axios Systems ITIL v3 - the Future is Now Q&A icon Questions may be submitted at any time during the presentation. To submit a question: Click on the Question Mark icon (?) on the floating toolbar (as shown at the right). This will open the Q&A window on your system only. Type your question into the small dialog box and click the Send Button. Submitting Questions in association with
  3. 3. ITIL® V3 – The Future Starts Now Sharon Taylor – Chief Architect, ITIL AXIOS WEBINAR May 3, 2007
  4. 4. Agenda <ul><li>Why V3? </li></ul><ul><li>The ITIL Service Lifecycle </li></ul><ul><li>ITIL V3 Qualifications </li></ul><ul><li>Tools and V3 </li></ul><ul><li>Questions and Answers </li></ul>
  5. 5. Why V3? <ul><li>Provide guidance to evolving ITSM industry </li></ul><ul><li>Expand focus to present and future SM challenges </li></ul><ul><li>Global Sourcing </li></ul><ul><li>Virtualization </li></ul><ul><li>Emerging Industry Trends </li></ul><ul><li>Managing IT as a business </li></ul><ul><li>Flexible, dynamic, proven service management practices that prove </li></ul><ul><li>How to demonstrate value to the business objectives! </li></ul><ul><li>This IS ITIL 3 </li></ul>
  6. 6. ITIL as a Service
  7. 7. <ul><li>Qualifications </li></ul><ul><li>New Scheme </li></ul><ul><li>Enhanced learning </li></ul><ul><li>Status Quo </li></ul><ul><li>Upgrading </li></ul><ul><li>More choice </li></ul><ul><li>Standards </li></ul><ul><li>Aligned to 20000 </li></ul><ul><li>Links to Security </li></ul><ul><li>Links to Asset </li></ul><ul><li>Links to Governance </li></ul><ul><li>More flexibility </li></ul><ul><li>Your ITSM Practice </li></ul><ul><li>Greater scope of practice </li></ul><ul><li>Greater flexibility of adaptation and choices </li></ul><ul><li>Current with industry directions and ITSM reality </li></ul><ul><li>Complementary to other common practices </li></ul><ul><li>Easier to start, operate and mature </li></ul><ul><li>Relevant to the real issues and opportunities </li></ul><ul><li>Enhanced ability to prove ITSM ROI </li></ul>Customers Vendors Service Providers
  8. 8. The Future <ul><li>ITIL Live! </li></ul><ul><li>eBooks & Online Subscription </li></ul><ul><li>Qualifications & study aids </li></ul><ul><li>Case Studies & Templates </li></ul><ul><li>Key Element Guides </li></ul><ul><li>Scalable ITIL </li></ul><ul><li>Business Sector Specifics </li></ul><ul><li>Integrated Service Model </li></ul><ul><li>Multiple Languages </li></ul>
  9. 9. The ITIL SM Lifecycle Core Strategy Generation Strategy Implementation Value Networks Service Portfolio Mgmt Financial Management ROI Policy, Planning & Imp Five Aspects of Service Design Availability, Capacity, Continuity, Service Level Outsourcing Design Event, Request, Incident, Problem, Technology, Operations, Access, Monitoring & Control Change, Build and Test, Release & Deployment, Configuration, Knowledge Measurement, Trends, Reporting & Analysis, Review, Assessment, SIP The Big Picture, Service Model Maps, Practice Basics, Getting Started
  10. 10. <ul><li>Business Eco systems </li></ul><ul><li>Looks at the practice of Service management </li></ul><ul><li>Setting strategy </li></ul><ul><li>Service economics </li></ul><ul><li>How to design, develop and implement service management </li></ul><ul><ul><li>As an organizational capability </li></ul></ul><ul><ul><li>As a strategic asset </li></ul></ul>CIO’s IT Managers Consultants Practitioners Vendors
  11. 11. Service Strategy - Service Elements of Value <ul><li>Utility of a service </li></ul><ul><ul><li>The attributes of the service that have a positive effect on the performance of activities, objects and tasks associated with desired outcomes </li></ul></ul><ul><ul><li>Removal or relaxation of constraints on performance can also be a positive effect </li></ul></ul><ul><li>= Fit for Purpose </li></ul><ul><li>Utility increases the performance average </li></ul><ul><li>Warranty of a service </li></ul><ul><ul><li>An assurance that some products or services will be provided or will meet certain specifications </li></ul></ul><ul><ul><li>e.g. available when needed, in sufficient capacity and dependably in terms of continuity and security </li></ul></ul><ul><li>= Fit for Use </li></ul><ul><li>Warranty reduces the performance variation </li></ul>
  12. 12. IT Managers Consultants Practitioners Outsourcers Vendors <ul><li>Converts strategic objectives into portfolios of services and service assets </li></ul><ul><ul><li>Policies, architectures, portfolios, </li></ul></ul><ul><li>Guidance on the design & development of </li></ul><ul><ul><li>Services and service models </li></ul></ul><ul><ul><li>Sourcing models </li></ul></ul><ul><ul><li>Service Management processes and methods </li></ul></ul><ul><li>Changes and improvements necessary to increase or maintain value </li></ul><ul><li>How to decide & how to do it </li></ul>
  13. 13. IT Managers Consultants Practitioners Outsourcers Vendors <ul><li>Set customer expectations </li></ul><ul><ul><li>How the performance and use of the new or changed service can be used to enable business change </li></ul></ul><ul><li>Enable the business change project or customer </li></ul><ul><ul><li>To integrate a release into their business processes and services </li></ul></ul><ul><li>Reduce </li></ul><ul><ul><li>Variations in the predicted and actual performance of the transitioned services </li></ul></ul><ul><ul><li>The known errors and risks from transitioning the new or changed services into production </li></ul></ul><ul><li>Ensure that the service can be used in accordance with the requirements and constraints </li></ul>
  14. 14. IT Managers Consultants Practitioners Outsourcers Vendors <ul><li>Principles, processes </li></ul><ul><li>Organisation of Service Operation </li></ul><ul><li>Execution of all ongoing activities required to deliver and support services: </li></ul><ul><ul><li>Request Fulfilment </li></ul></ul><ul><ul><li>Event Management </li></ul></ul><ul><ul><li>Incident & Problem </li></ul></ul><ul><ul><li>Technology Management </li></ul></ul><ul><ul><li>Application Management </li></ul></ul><ul><ul><li>Facilities Management </li></ul></ul><ul><ul><li>Monitoring & Control </li></ul></ul><ul><ul><li>IT Operations Management </li></ul></ul>
  15. 15. IT Managers Consultants Practitioners Outsourcers Vendors <ul><li>The overall health of ITSM as a discipline </li></ul><ul><li>Continual alignment of the portfolio of IT Services with the current and future business needs </li></ul><ul><li>Business case for ROI </li></ul><ul><li>Growth and maturity of the enabling IT processes for each Service in a continual service lifecycle model </li></ul><ul><li>Activities to support a continual process improvement plan </li></ul><ul><li>How to measure, interpret and take action </li></ul>
  16. 17. ITIL Complementary Portfolio <ul><li>Supports the ITIL Core </li></ul><ul><li>Topic Specific </li></ul><ul><li>Enhanced Guidance </li></ul><ul><li>Industry Developed </li></ul><ul><li>Research Supported </li></ul><ul><li>Living Library </li></ul><ul><li>Industry owned </li></ul><ul><li>ITIL Branded </li></ul><ul><li>Study Aids </li></ul><ul><li>Outsourcing </li></ul><ul><li>Scalability </li></ul><ul><li>Public Sector </li></ul><ul><li>Knowledge System </li></ul><ul><li>Measurement </li></ul><ul><li>ITIL for Executives </li></ul>Commences June 2007
  17. 18. Qualifications Portfolio <ul><li>Modular design </li></ul><ul><li>Flexible Choice </li></ul><ul><li>Career path oriented </li></ul><ul><li>V2 to V3 upgrading </li></ul><ul><li>Service Management </li></ul><ul><li>Service Capability </li></ul><ul><li>Classroom </li></ul><ul><li>E-learning </li></ul><ul><li>Blooms Taxonomy based </li></ul><ul><li>On Demand examination </li></ul><ul><li>Launch in June 07 </li></ul><ul><li>Phased delivery </li></ul><ul><li>V2 sunset over time </li></ul><ul><li>Global Panel of Examiners </li></ul><ul><li>Competency Standards </li></ul><ul><li>Audited </li></ul><ul><li>Single exam standard </li></ul><ul><li>Multi-language exams </li></ul>
  18. 19. Tools and ITIL <ul><li>Every core practice has a chapter on “Technology Considerations” </li></ul><ul><ul><li>Why they are critical </li></ul></ul><ul><ul><li>Integration issues and opportunities </li></ul></ul><ul><ul><li>What to automate – What not to </li></ul></ul><ul><ul><li>How to select the right tool </li></ul></ul><ul><ul><li>Automation and efficiency </li></ul></ul>
  19. 20. Who Manages ITIL’s future? Publications & Knowledge Qualifications and Learning OGC Contract Mgmt TSO Core Practices IP Mgmt Board APMG Web Services Comp Portfolio Quals Board Course Providers Examiner Panels Exam Institutes Marketing Partners
  20. 21. What’s next ? Final Countdown <ul><li>ITIL Core Launch May 30 </li></ul><ul><li>Translations begin now </li></ul><ul><li>Qualification Scheme Launch - June 13 </li></ul><ul><li>Complementary and Web service portfolio – June </li></ul><ul><li>V2 sunset - 2008 </li></ul>
  21. 22. Thank you This presentation is the copyright protected property of the OGC. Re-use in any form is prohibited without the express written consent of the OGC.
  22. 23. ITIL v3 - the Future is Now This webinar will be recorded and made available on an on-demand basis following today’s live event. Axios Systems IT Service Management Solutions in association with