Itil Overview Johannesburg November 2009


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This is a presentation on the current state of ITIL V2/V3 I presented to the ITIL Symposium in Johannesburg in November 2009

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Itil Overview Johannesburg November 2009

  1. 1. ITIL V2/V3 – An Overview Primer on ITIL V2 and V3 and the Current State of Adoption Global Prospectus ITIL Conference Johannesburg, South Africa November 2009 © 2009 IBM Corporation
  2. 2. ITIL Overview Agenda 11 IT Service Management (ITSM) IT Service Management (ITSM) 22 Background of ITIL Background of ITIL 33 Components of ITIL V2 and V3 Components of ITIL V2 and V3 44 Current State of ITIL Global Adoption Current State of ITIL Global Adoption 55 ITIL Certifications ITIL Certifications 66 What is Coming Next with ITIL? What is Coming Next with ITIL? 2 2 © 2009 IBM Corporation
  3. 3. ITIL Overview Session Objectives Understand what is IT Service Management Understand the background of ITIL Define the components of ITIL V2 and V3 Understand how IT organizations are adopting ITIL V2 and V3 Define the role of certification in ITIL Learn what is coming next in ITIL 3 3 © 2009 IBM Corporation
  4. 4. Introduction •Bob Ryan (703) 627-9814 •Tim Raducha-Grace 877-813-1428 4 4 © 2009 IBM Corporation
  5. 5. ITIL Overview Session Agenda 11 IT Service Management (ITSM) IT Service Management (ITSM) 22 Background of ITIL Background of ITIL 33 Components of ITIL V2 and V3 Components of ITIL V2 and V3 44 Current State of ITIL Global Adoption Current State of ITIL Global Adoption 55 ITIL Certifications ITIL Certifications 66 What is Coming Next with ITIL? What is Coming Next with ITIL? 5 5 © 2009 IBM Corporation
  6. 6. What is IT Service Management? Who is the customer and who is the provider? Service Management starts with understanding the customer and works backward into the management changes needed in operations and then within development What is the customers business model and what do they need? What services are provided / how do you transform your own assets into value for the customer and how well do you help your customer transform their assets into value? How do you manage those services throughout their lifecycle? (Management Processes) How well do you manage those services? (Best Practices) 6 6 © 2009 IBM Corporation
  7. 7. IT Service Management is Evolving and Relatively Immature Core Service Management Limitations The human understanding of service management service management architectures service management governance policy directed automation and decision making ! " #$ !$ % & ' ( % $ ! ! # ! ( ) * # $ + ,$ $ )- . * $ ISMA, ITPM, ITIL, PRMIT, eSCM, COBIT, ISOIEC20K, SSME 7 7 © 2009 IBM Corporation
  8. 8. How Does ITIL Define IT Service Management? ITIL defines service as: …a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risk. ITIL defines service management as: …a set of specialized organizational capabilities for providing value to customers in the form of services. IT organizations use ITIL to develop, acquire or improve their - Processes - Methods - Functions - Roles - Activities 8 8 © 2009 IBM Corporation
  9. 9. ITIL Overview Session Agenda 11 IT Service Management (ITSM) IT Service Management (ITSM) 22 Background of ITIL Background of ITIL 33 Components of ITIL V2 and V3 Components of ITIL V2 and V3 44 Current State of ITIL Global Adoption Current State of ITIL Global Adoption 55 ITIL Certifications ITIL Certifications 66 What is Coming Next with ITIL? What is Coming Next with ITIL? 9 9 © 2009 IBM Corporation
  10. 10. ITIL is a Relatively New Framework That Continues to Evolve as More IT Organizations Adopt Its Practices Office of Government Commerce (OGC) Own ITIL, Copyright holder Formerly the Central Computer and Telecommunications Agency (CCTA) The Stationery Office (TSO) – OGC’s official publisher APM Group – OGC’s official accreditor (also ISEB, EXIN, training providers…) IT Service Management Forum (itSMF) Independent international forum promoting ITSM best practices – members from many companies including IBM and its major customers and competitors Own an ISO 20000 Certification Scheme and the Institute of Service Management (IoSM) International Organization for Standardization (ISO) – own ISO 20000 10 10 © 2009 IBM Corporation
  11. 11. ITIL has been in existence since the 1980s 1980s – OGC began its project to gather information on how IT shops operated – First set of ITIL books published Early 1990s – Library of ITIL v1 completed Late 1990s – ITIL v2 published – ITIL introduced to North America in 1997 May 30, 2007 – ITIL v3 Published 11 11 © 2009 IBM Corporation
  12. 12. What is the IT Infrastructure Library (ITIL)? ITIL is a framework for service management. The processes described in ITIL exist to improve efficiency (cost) and effectiveness (quality) of IT services. This includes the planning, delivery, and support of those services. At its heart, ITIL is nothing more and nothing less than a collection of best practices. It was born in the UK when the Office of Government Commerce (OGC) asked a number of organizations how they perform IT services. ITIL is not: – A “how to” manual – Proprietary – Vendor-specific – The complete solution 12 12 © 2009 IBM Corporation
  13. 13. What is the official internet website for ITIL? The official ITIL site: The OGC best practices site for ITIL practices: The UK Office of Government Commerce site: IT Service Management Foundation 13 13 © 2009 IBM Corporation
  14. 14. ITIL Project Goal and Objectives Declared as the ISO20000 Standard for IT process framework ITIL is relevant for all Verticals (Healthcare, Government, Education, etc.) Continues to grow internationally; the US is actually behind the ITIL curve when compared to Europe The US and Canadian governments will soon require IT contractors to use ITIL, as will several large companies (e.g., General Motors) [source: Pink Elephant] Forrester Research: By 2008, ITIL will be the “de-facto” standard for IT departments worldwide Gartner: Embracing an IT Service Management strategy (e.g., ITIL) can cut the cost of IT ownership by 50% 14 14 © 2009 IBM Corporation
  15. 15. ITIL Continues to be Adopted Globally as Evidenced by the Number of ITIL Exams Administered in 2005 With a Annual Growth Rate of 20% Source: Pink Elephant 15 15 © 2009 IBM Corporation
  16. 16. ITIL Overview Session Agenda 11 IT Service Management (ITSM) IT Service Management (ITSM) 22 Background of ITIL Background of ITIL 33 Components of ITIL V2 and V3 Components of ITIL V2 and V3 44 Current State of ITIL Global Adoption Current State of ITIL Global Adoption 55 ITIL Certifications ITIL Certifications 66 What is Coming Next with ITIL? What is Coming Next with ITIL? 16 16 © 2009 IBM Corporation
  17. 17. ITIL V2 is a Library of Books Regarding IT Service Management Best Practices Source> OGC 17 17 © 2009 IBM Corporation
  18. 18. ITIL V2 Focuses on Ten Business Processes and One Function IT Service Management Service Support Service Delivery 1. Service Desk 1. Service Level Management 2. Incident Management 2. Financial Management 3. Problem Management 3. Availability Management 4. Configuration Management 4. Continuity Management 5. Change Management 5. Capacity Management 6. Release Management 18 18 © 2009 IBM Corporation
  19. 19. ITIL V2 is a Library of Books Regarding IT Service Management Best Practices Service Desk function, Incident, Problem, Configuration, Change and Release Mgmt processes required for ongoing support and maintenance of IT services Guidance helping IT services personnel align Processes required for planning and delivery activities with business needs to deliver the of quality IT services, Service Level, Financial, greatest value and benefits Availability, Capacity and Continuity Mgmt Managing the financial aspects Planning, implementation, of software assets and licences maturity analysis, improvement in the IT infrastructure of Service Mgmt Processes The whole application lifecycle of Application Iterative planning, implementing, evaluating Devt, interaction with IT Service Mgmt and and maintaining security controls; handling business alignment to ensure best ROI security incidents and reporting All aspects of ICT infrastructure business requirement definition, tendering, design, planning, testing, installation, deployment, operations, ongoing support and maintenance 19 19 © 2009 IBM Corporation
  20. 20. ITIL V3 Core Publications Service Strategy – Provider Types, Strategy, Portfolio, Service Product, Market, Complexity, Sourcing Service Design – Integrated Service Design, Service Package = Service Utility + Service Warranty – Service Warranty = Service Level Management driving Availability, Capacity, Continuity, Security & Financial Planning – Service Portfolio & Service Catalog – ITIL V2 Service Delivery + Application Management = ITIL V3 Service Design Service Transition – Change, Release, Configuration, Asset, Knowledge, Transition, Organizational and Cultural Change Management – Federated, Integrated systems as opposed to monolithic databases Service Operation – Monitoring, event, incident, request, problem, identity & access management Continual Service Improvement 20 20 © 2009 IBM Corporation
  21. 21. ITIL V3 is Being Adopted Globally The Bottom Line: ITIL competence is table stakes to bid for and win managed services engagements. Service providers that ignore the need to speak ITIL fluently do so at the peril of their managed services revenue. Yankee Group, ITIL and the Future of Managed Services IT service management (ITSM) is now widely recognized as a critical enabler of dynamic IT infrastructure environments. All major IT management software vendors, including BMC Software, CA, IBM and Hewlett-Packard Copyright: (HP) acknowledge the need to support internationally recognized best The UK Government, The Office of practices such as ITIL and ISO 20000. Government Commerce OVUM Vendor Report Card Publisher: The Stationary Office, commercial service organization ITIL Penetration Is Moving Faster than You Might Think. The Books: IDC ITIL Books Education: … and ITIL guideline implementation represent particularly strong The APM Group, personal certification processes/functional areas IBM should focus investments in offering programs development and go-to-market User Group/Forum: IBM Market Intelligence IT Service Management Forum itSMF 21 21 © 2009 IBM Corporation
  22. 22. ITIL V3 Core Publications and Processes/Functions Continual Strategy Design Transition Operation Improvement Service Strategy Service Portfolio Mgmt Change Mgmt Monitoring & Event Mgmt Measurement & Control Service Asset & Market Intelligence Service Catalog Mgmt Incident Mgmt Service Measurement Configuration Mgmt Knowledge Mgmt & a Request Fulfillment Service Assessment & IT Financial Management Service Level Mgmt service knowledge system (standard changes) Analysis Service Release & Process Assessment & Service Portfolio Mgmt Capacity Mgmt Problem Mgmt Deployment Planning Analysis Performance and Risk Service Level Demand Management Availability Mgmt Access Mgmt Evaluation Management Risk Management Service Continuity Mgmt Testing Service Desk Improvement Planning Information Security Mgmt Acquire, Build, Test Infrastructure (ISO 27K, ISO 20K) Release Management Service Release, Supplier & Contract Mgmt IT Operations Acceptance, Test & Pilot Deployment, Processes Organizational Change & Facilities Decommission and Communications Management Transfer Functions 22 22 © 2009 IBM Corporation
  23. 23. ITIL V3 Processes are Decomposed into Nine Components 1. Purpose/Goal/Objective 2. Scope 3. Value to Business 4. Policies, Principles and Basic Concepts 5. Process Activities, Methods and Techniques 6. Triggers, Inputs, Outputs, and Interfaces 7. Information Management 8. Key Performance Indicators 9. Challenges, Critical Success Factors, and Risk 23 23 © 2009 IBM Corporation
  24. 24. ITIL V3 Processes Cut Across the ITIL Service Lifecycle 24 24 © 2009 IBM Corporation
  25. 25. ITIL V3 IT Service Lifecycle Source> OGC 25 25 © 2009 IBM Corporation
  26. 26. The ITIL V3 Service Lifecycle Supporting Publications ITIL Publications Structure Governance Methods s St an Core ill da Sk rd ge & s Al ig – Introduction to the ITIL Service Lifecycle ed nm no w l en t – Five books K •Service Strategy (SS) Cas •Service Design (SD) a a p ic s e e eS •Service Transition (ST) t d t d tu d y To ie s s s •Service Operation (SO) c ia l t Spe •Continual Service Improvement (CSI) Templates Complementary Publications – Support for particular market sector or Ex x xec technology u u uti v v ve it y Web b il Int al a ro o o du Sc – Value added products, process maps, ci ci cti on templates, studies n n St in s ud W yA i ck id s Qu Qualifications Core Complimentary Industry Variation 26 26 © 2009 IBM Corporation
  27. 27. Key Differences Between ITIL V2 and V3 27 27 © 2009 IBM Corporation
  28. 28. ITIL V3: Service Strategy Service Strategy Value of a service – Audience: – From the Customer’s perspective, value has two – IT Managers, Consultants, aspects Practitioners, Outsourcers, •Fitness for purpose, which is utility Vendors •Fitness for use, which is the warranty Utility of a service – Utility is what the Customer gets. It is derived from the attributes of a service that have a positive effect on performance or desired outcomes – Removal or relaxation of constraints on performance can also be a positive effect There are four main activities in Service Strategy – Utility increases the performance average – Define the market Warranty of a service – Develop the offerings – Warranty is the assurance that some products or – Develop the strategic assets services will be provided, and the way they are provided will meet certain specifications e.g. – Prepare for execution available when needed, in sufficient capacity and magnitude, and dependably in terms of continuity and security – Warranty reduces the performance variation Source: “ITIL Refresh: Vendor pre-release briefing”, May 2007 28 28 © 2009 IBM Corporation
  29. 29. ITIL V3: Service Strategy Value Creation Source> OGC 29 29 © 2009 IBM Corporation
  30. 30. ITIL V3: Service Strategy/Service Portfolio Source> OGC 30 30 © 2009 IBM Corporation
  31. 31. ITIL V3: Service Strategy – Financial Management 31 31 © 2009 IBM Corporation
  32. 32. ITIL V3: Service Strategy/Service Portfolio Source> OGC 32 32 © 2009 IBM Corporation
  33. 33. ITIL V3: Service Strategy/Business Impact Analysis Source> OGC 33 33 © 2009 IBM Corporation
  34. 34. ITIL V3: Service Design Service Design Scope – Audience: – Converts strategic objectives into portfolios – IT Managers, Consultants, of services and service assets Practitioners, Outsourcers, Vendors – Develops policies, architectures, portfolios, – Guidance on the design & development of •Services and service models •Sourcing models (insource, outsource, shared services and co-source) •Service Management processes and Objectives methods – Design a new or changed service for – Changes and improvements necessary to introduction into the live environment increase or maintain value – Ensure there is a holistic approach to all – How to decide what to do and how to do it aspects of design – Consider all aspects when changing or amending any of the individual elements of design. Source: “ITIL Refresh: Vendor pre-release briefing”, May 2007 34 34 © 2009 IBM Corporation
  35. 35. ITIL V3: Service Design (cont’d) Service Catalogue Management – to produce IT Service Continuity Management – to ensure and maintain a Service Catalogue containing that required IT technical and service facilities accurate information on all operational services (including computer systems, networks, and those in preparation applications, data repositories, Service Level Management – negotiate, agree telecommunications, environment, technical and document appropriate IT service targets with support and Service Desk) can be resumed representatives of the business, and then within required and agreed business timescales monitor and report on the service provider’s ability to deliver the agreed level of service Information Security Management – to align IT Capacity Management – to ensure that cost security with business security, and ensure that justifiable IT capacity in all areas of IT always information security is effectively managed in all exists and is matched to the current and future service and Service Management activities agreed needs of the business, in a timely Supplier Management – to manage suppliers manner and the services they supply, to provide Availability Management – to ensure that the seamless quality of IT service to the business, level of service availability delivered in all ensuring value for money is obtained. services is matched to, or exceeds, the current and future agreed needs of the business, in a cost-effective manner Source: “ITIL Refresh: Vendor pre-release briefing”, May 2007 35 35 © 2009 IBM Corporation
  36. 36. ITIL V3: Service Transition Service Transition Objectives – Audience: – Plan and manage resources to successfully – IT Managers, Consultants, establish new or changed service in Practitioners, Outsourcers, production within predicted costs, quality, Vendors time estimates – Ensure minimal unpredicted impact on production services, operations and support organization – Increase customer, user and service management staff satisfaction with Service Scope Transition practices including deployment of – This book provides guidance for the new or changed service, communications, development and improvement of release documentation, training and capabilities for transitioning new and knowledge transfer changed services into the production – Increase proper use of the services, environment underlying applications and technology – It focuses on the broader, long-term change solutions management role and release practices, so – Provide clear and comprehensive plans that that risks, benefits, delivery mechanism and enable the customer and business change the ease of ongoing groups engaged in projects to align their activities with the different parts of the Service Lifecycle. Service Transition plans. Source: “ITIL Refresh: Vendor pre-release briefing”, May 2007 36 36 © 2009 IBM Corporation
  37. 37. ITIL V3: Service Transition (cont’d) Change Management – to ensure that changes Release and Deployment Management – to plan, are recorded, then evaluated, authorized, design, build, test deliver, distribute and deploy prioritized, planned, tested, implemented, release packages and release units in an documented and reviewed in a controlled effective, cost-effective and efficient way manner Service Testing and Validation – establishing Service Asset and Configuration Management – that the Service Design and release will deliver a to define and control service assets and new or changed service or service offering that is configuration items and maintain accurate fit for purpose and fit for use configuration information on the historical, Evaluation – independently evaluating the actual planned and current state of the services and performance of any service change against its infrastructure. anticipated performance and identifying the risk Knowledge Management – to ensure that the profile and deviations right information is delivered to the appropriate place or competent person at the right time to enable informed decision making Transition Planning and Support – To plan and coordinate the resources to establish successfully a new or changed service into production within the predicted cost, quality and time estimates Source: “ITIL Refresh: Vendor pre-release briefing”, May 2007 37 37 © 2009 IBM Corporation
  38. 38. The ITIL V3 Service Knowledge Management System CMIS – Capacity Management Information System – contains all Capacity Management data, usually stored in multiple physical locations. AMIS – Availability Management Information System – contains all Availability Management data, usually stored in multiple physical locations. KEDB – Known Error Database CMS – Configuration Management System – A set of tools and databases that are used to manage Configuration data. SKMS – Service Knowledge Management – The Configuration Management System System – A set of tools and databases that are maintains one or more CMDBs, and each CMDB stores Attributes of CIs, and used to manage knowledge and information. Relationships with other CIs. – The SKMS stores, manages, updates, and DML – Definitive Media Library – One or more presents all information that an IT Service locations in which the definitive and approved Provider needs to manage the full Lifecycle versions of all software Configuration Items are of IT Services. securely stored. Source> OGC 38 38 © 2009 IBM Corporation
  39. 39. ITIL V3: Service Operation Service Operation Purpose – Audience: – To coordinate and carry out the activities – IT Managers, Consultants, and processes required to deliver and Practitioners, Outsourcers, manage services at agreed levels to Vendors business users and customers – To manage the technology that is used to deliver and support services – To properly conduct, control and manage the day to day operations (using the well Scope designed and implemented processes from Service Design and Service Transition!) – Execution of all ongoing activities required to deliver and support services: – To monitor performance, assess metrics and gather data systematically to enable •The services themselves, performed by Continual Service Improvement the service provider: an external supplier of the user or customer of that service •Service management processes •Technology – Management of the infrastructure used to deliver services •People who manage the technology, processes and services Source: “ITIL Refresh: Vendor pre-release briefing”, May 2007 39 39 © 2009 IBM Corporation
  40. 40. ITIL V3: Service Operation (cont’d) Event Management – An event can be defined as any Service Operation Functions detectable or discernable occurrence that has significance for the management of the IT infrastructure or the delivery of IT service and IT Operations evaluation of the impact a deviation may cause to a Service Desk Management services. Access Management – is the process of granting authorised users the right to use a service, while preventing access to non authorised users. Incident Management – The Process responsible for Technical Application managing the Lifecycle of all Incidents. The primary Management Management Objective of Incident Management is to return the IT Service to Users as quickly as possible. Operations Control Request Fulfilment – The term service request is used Facilities Management generically to describe many types of demands that are placed on the IT department by the users. Problem Management – The Process responsible for managing the Lifecycle of all Problems. The primary Objectives of Problem Management are to prevent Incidents from happening, and to minimize the Impact of Incidents that cannot be prevented. 40 40 © 2009 IBM Corporation
  41. 41. ITIL V3: Continual Service Improvement Continual Service Objectives Improvement – Review, analyse and make – Audience: recommendations on improvement – IT Managers, Consultants, opportunities in each lifecycle phase Practitioners, Outsourcers, – Review and analyse Service Level Vendors Achievement results – Identify and implement improvement activities to improve IT Service quality and improve the efficiency and effectiveness of ITSM processes – Improve cost effectiveness of delivering IT Scope Services – The overall health of ITSM as a discipline – Identify and implement improvement – Continual alignment of the portfolio of IT activities of the ITSM processes and Services with the current and future supporting tools business needs – Ensure applicable quality management – Growth and maturity of the enabling IT methods are used to support continual processes for each Service in a continual improvement activities, interpret and execute service lifecycle model results – Activities to support a continual process improvement plan – How to measure, interpret and take action Source: “ITIL Refresh: Vendor pre-release briefing”, May 2007 41 41 © 2009 IBM Corporation
  42. 42. ITIL V3: Continual Service Improvement 7-Step Approach Source> OGC 42 42 © 2009 IBM Corporation
  43. 43. ITIL Overview Session Agenda 11 IT Service Management (ITSM) IT Service Management (ITSM) 22 Background of ITIL Background of ITIL 33 Components of ITIL V2 and V3 Components of ITIL V2 and V3 44 Current State of ITIL Global Adoption Current State of ITIL Global Adoption 55 ITIL Certifications ITIL Certifications 66 What is Coming Next with ITIL? What is Coming Next with ITIL? 43 43 © 2009 IBM Corporation
  44. 44. What Version of ITIL are IT Organizations Using? Source> Hornbill 44 44 © 2009 IBM Corporation
  45. 45. What is the Current Level of Process Maturity in IT Organizations? Source> Hornbill 45 45 © 2009 IBM Corporation
  46. 46. What are the Critical Barriers to ITIL Adoption? Source> Hornbill 46 46 © 2009 IBM Corporation
  47. 47. How do IT Organizations Relate to Their Customers? Source> Hornbill 47 47 © 2009 IBM Corporation
  48. 48. How are ITIL V2 Processes Being Adopted? Source> Hornbill 48 48 © 2009 IBM Corporation
  49. 49. Are IT Organizations Using ITIL V2 or ITIL V3? Source> Hornbill 49 49 © 2009 IBM Corporation
  50. 50. Why Do IT Organizations Adopt ITIL V3 over ITIL V2? Source> Hornbill 50 50 © 2009 IBM Corporation
  51. 51. Which ITIL V3 Processes are Most Commonly Adopted? 51 Source> Hornbill © 2009 IBM Corporation 51
  52. 52. What are the Benefits of an ITIL V2 or ITIL V3 Adoption? Source> Hornbill 52 52 © 2009 IBM Corporation
  53. 53. Are the Five ITIL V3 Books Easy to Use? Source> Hornbill 53 53 © 2009 IBM Corporation
  54. 54. ITIL Overview Session Agenda 11 IT Service Management (ITSM) IT Service Management (ITSM) 22 Background of ITIL Background of ITIL 33 Components of ITIL V2 and V3 Components of ITIL V2 and V3 44 Current State of ITIL Global Adoption Current State of ITIL Global Adoption 55 ITIL Certifications ITIL Certifications 66 What is Coming Next with ITIL? What is Coming Next with ITIL? 54 54 © 2009 IBM Corporation
  55. 55. ITIL Individual Certification Levels APM Group – OGC’s official accreditor (also ISEB, EXIN) 1. Foundation Level - focuses on knowledge and comprehension to provide a good grounding in the key concept, terminology and processes of ITIL. 2. Intermediate Level - There are two streams in the Intermediate level, the Lifecycle Stream and the Capability Stream. Lifecycle Stream Capability Stream Service Strategy (SS) Operational Support & Analysis (OS&A) Service Design (SD) Service Offerings and Agreements (SOA) Service Transition (ST) Release, Control & Validation (RC&V) Service Operation (SO) Planning, Protection & Optimization (PP&O Continual Service Improvement 3. Expert Level - in addition to the Foundation Level, a number of intermediate units and the “Managing Across the Lifecycle” (MALC) capstone course. 4. Master Level - This level of the qualification will assess an individual's ability to apply and analyze the ITIL concepts in new areas, and is currently under development. 55 55 © 2009 IBM Corporation
  56. 56. ITIL Certification Scheme Source> OGC 56 56 © 2009 IBM Corporation
  57. 57. Latest ITIL Announcement on ITIL V2 Removal of ITIL Version 2 will complete on 30 June 2011. Specific product withdrawal will be as follows: • V2 Foundation to cease 30 June 2010 • V2 Manager to cease 31 August 2010 • V2 Practitioner to cease 31 Dec 2010 • Foundation Bridge to cease 31 Dec 2010 All of the above will be available for re-sits until 30 June 2011 • Manager Bridge to cease 30 June 2011 • Service Support and Service Delivery publications will be removed on 30 June 2011. Though in the later period these may only be available as 'print on demand' or in electronic formats. • Continued availability of all other ITIL Version 2 publications will be considered on a case by case basis as they come up for reprint, with all being removed no later than 30 June 2011. 57 57 © 2009 IBM Corporation
  58. 58. ITIL Organizational Certification – ISO/IEC 20000 itSMF created, and now manages the ISO/IEC 20000 IT Service Management Certification Scheme (the scheme) which provides this independent verification against ISO/IEC 20000. Operation of the scheme is closely monitored by itSMF to ensure consistency of implementation. Any organisation wishing to be formally certified against the scheme will need to be assessed by an itSMF Registered Certification Body (RCB). Once the requirements of ISO/IEC 20000 have been satisfied, the RCB will issue a certificate of conformance and the organisation will be eligible to use the itSMF ISO/IEC 20000 logo as a sign of their achievement (the logo appears in the top right of this web site) and may also request a listing on this web site, enabling instant verification by visitors. Source> itSMF 58 58 © 2009 IBM Corporation
  59. 59. ISO/IEC 20000 Certified Organizations – By Country Japan 70 China 53 India 47 UK 45 South Korea 34 Germany 24 USA 23 Taiwan 16 Czech Rep 14 Switzerland 14 Hong Kong 10 Other 69 Total 419 (as of October 26, 2009) Source> itSMF 59 59 © 2009 IBM Corporation
  60. 60. ITIL Overview Session Agenda 11 IT Service Management (ITSM) IT Service Management (ITSM) 22 Background of ITIL Background of ITIL 33 Components of ITIL V2 and V3 Components of ITIL V2 and V3 44 Current State of ITIL Global Adoption Current State of ITIL Global Adoption 55 ITIL Certifications ITIL Certifications 66 What is Coming Next with ITIL? What is Coming Next with ITIL? 60 60 © 2009 IBM Corporation
  61. 61. Latest ITIL Update – September 2009 ITIL v3 is about to be updated!!. However these are only minor updates according to the OGC and therefore a 'new edition' will be produced based on feedback from the ITIL community and not a new version of ITIL. A Change Management approach has been adopted. An issues log has been used as one input to ascertain what changes are to be made. A Change Advisory Board (CAB) has provided the approval as to whether or not the proposed change is to be made. No details have been provided as to who the CAB members were or their credentials. One specific area of feedback from the Training community stated that the Service Strategy book has been the most difficult to comprehend by 'Users'. Given the fact that this book has been written by Academics who haven't been deeply involved or have practical experience in the Service Management world, it is no great surprise. Source> 61 61 © 2009 IBM Corporation
  62. 62. Latest ITIL Publications ITIL V3 Guide to Software Asset Management Updated inline with ITIL v3, this publication is appropriate for anyone involved in the governance, management and use of software assets within an organization. It contains a practical approach to the management of software assets. ISBN: 9780113311064 Publication date: July 09 ITIL V3 Foundation Handbook Pocketbook from the Official Publisher of ITIL (Pack of 10) Now updated in line with the new 2009 syllabus, this reference revision guide has been designed to help students sitting the Foundation Exam. The title provides a key reference aid for managers, practitioners, vendors and consultants in the workplace and while travelling. ISBN: 9780113311972 Publication date: June 09 ITIL V3 Small-scale Implementation This new guide provides guidance to smaller organizations who wish to implement the ITIL guidance or who are already using it and wish to improve their IT Service Management. This publication has been updated inline with ITIL v3. ISBN: 9780113310784 Publication date: 28th August 09 Source> OGC 62 62 © 2009 IBM Corporation
  63. 63. Discussion Discussion 63 63 © 2009 IBM Corporation
  64. 64. Contact Information •Bob Ryan (703) 627-9814 •Tim Raducha-Grace 877-813-1428 64 64 © 2009 IBM Corporation