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ITIL Service Management Practices (ITIL v3)
ITIL is now history
Although ITIL continued to increase in popularity it is now some years since it was last updated. This was back in 2000 in fact. Consequently, in December 2005, the OGC announced that there would be an “ITIL refresh”, known widely as ITIL v3.Now, ITIL has once again undergone a major refresh! The nine books have become five: Service Strategies, Service Design, Service Transition, Service Operation and Continual Service Improvement. The new ITIL v3 is being released on 30 th May 07.
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If you’re looking for latest information about ITIL v3, your first resource is QAI! That’s because we have direct connections to all the major ITIL v3 players. So, if you want to keep yourself updated about what’s changing and when, watch out for more details. |
The New ITIL - ITIL Service Management Practices (ITIL v3)
ITIL has undergone some intensive changes. Notably, the title of framework itself has changed. Once called the IT Infrastructure library, ITIL is now known as ITIL Service Management Practices. The name change is an apt reflection of the evolution that the ITIL has undergone, from an operationally focused set of processes to a mature service management set of practice guidance. The vision for ITIL v3 is holistic, value based, business focused service practice for service management.
ITIL v3 is written with a broader context and scope of thinking for best practices. The five books contain much of the ITIL v2 process information; however, they have a new structure and approach. The input for the books, reviews and changes comes from a collective global community of IT Service Management professionals and stakeholders during a three-year period. The development incorporates thinking across the content of the eight v2 books and not just the IT Service Support and Delivery set as was common during the past few years. The new approach is termed the ‘lifecycle’ approach, much the same as an IT service in reality.
There is also greater guidance provided on how to demonstrate value to the business, putting together return on investment (ROI) statements and case studies.
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Whats new in ITIL v3
Besides the overall new architecture of ITIL Service Management Practices, there are new topics covered in ITILv3, that haven’t been a part of ITIL in past. The following are some of them:
- Strategic aspects
- Service design aspects
- Supplier Management
- Outsourcing
- Service knowledge management system
- Application design and management
- Technology architecture design and management
- Service Measurement
- Event management
- Request fulfillment
- Access Management The New books
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The first book in the lifecycle is the Service Strategy, which subjects such as strategy creation, implementation, value networks, service portfolio, management, financial management and ROI.
The second book is Service Design, which starts with a set of new or changed business requirements and ends with the development of a solution designed to meet the documented needs of the business. It covers the aspects of availability, capacity, continuity, service level management and outsourcing. The book also includes supplier management and information security management.
The next book is Service Transition, which is concerned with managing change, risk & quality assurance and has an objective to implement service designs so that service operations can manage the services and infrastructure in a controlled manner. It also includes managing change, risk and quality assurance. Key processes addressed are planning and support; change management; asset and configuration management; release and deployment management; knowledge management systems; evaluation and early life support; managing organisation and change; and review and close transition.
The fourth book in the lifecycle is Service Operation, which is concerned with business as usual activities. This book focuses on the day-to-day support operations. Additionally, the book includes incident and problem management. It also introduces a new process for operations management, including enterprise-wide system management (exception monitoring), as well as the automated monitoring of thresholds and automation of operational tasks.
The final book is Continual Service Improvement, which has an overall view of all the other elements and looks for ways that the overall process and service provision can be improved.
Emphasis here is on the ‘Plan, Do, Check, Act’ approach to identifying and acting upon ongoing improvements to all of the processes detailed in the other four books. As a consequence, improved processes lead to enhanced services delivered to customers and users. |
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| QAI launches ITIL v3 foundation Courses in India (Delhi, Mumbai, Bangalore, Hyderabad, Pune, Singapore, London etc) |
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