"ITIL coming of

age with V3"

Author: Prakash Sharma is Practice Head and

Prakash Sharma Principal Consultant with QAI’s IT Service
QAI India Ltd.
Management Practice. He has facilitated
implementation based on ISO 20000 and ITIL
Best Practices in various organizations.
ITIL
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 is 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 30th
May 07.

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, checkout this section on QAIwebsite on a regular basis.

ITIL Refresh

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,muchthesameas
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.

What does itmean for organizations implementing ITIL

The most visible difference, and that is significant one, which ITIL v3 introduces is the departure
from a process-based framework to one based on service lifecycle model. The new ITIL also
formalises a continuous improvement model throughout that lifecycle, and brings a much

Copyright © 2007, QAI India Ltd. This is an unpublished work protected under the copyright laws. All trademarks and
registered trademarks are properties of their respective holders.All rights reserved.
broader range of capabilities. Service strategies is an entirely new area introduced with ITIL v3,
covering the practice of organizational strategic analysis, and the planning, positioning, and
implementation of service models in the context of organisational strategic objectives. This is
the central piece of new ITIL, as it gives the direction to other practice areas within ITIL to
achieve results. The new framework help synergise business and technology, in the service
context of every aspect of applications, systems, and processes and hence the adoption of ITIL v3
will help in integrating business and IT,moreeffectively and quickly than ever before.

The new books

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 ITIL V3 preview
requirements and ends with the development of Here's what ITIL V3 contains:
a solution designed to meet the documented Core books
needs of the business. It covers the aspects of
availability, capacity, continuity, service level ! Service Strategy
management and outsourcing. The book also ! Service Design
includes supplier management and information ! Service Transition
security management. ! Service Operation Continual
! Service Improvement
The next book is Service Transition, which is
concerned with managing change, risk & quality Supporting guidance
assurance and has an objective to implement
service designs so that service operations can ! Glossary of Terms, Definitions
manage the services and infrastructure in a and Acronyms Integrated ITIL
controlled manner. It also includes managing Process Models High-level
change, risk and quality assurance. Key processes Introduction
addressed are planning and support; change ! What's New
management; asset and configuration
management; release and deployment Complementary
management; knowledge management s;
evaluation and early life support; managing ! Pocket Guide
organisation and change; and review and close ! Case Studies
transition. ! Templates
! Governance Methods
! Study Aids

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 automatedmonitoring of thresholds and automation of operational tasks. .

Copyright © 2007, QAI India Ltd. This is an unpublished work protected under the copyright laws. All trademarks and
registered trademarks are properties of their respective holders.All rights reserved.
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
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.

What's 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 knowledgemanagement system
! Application design and management
! Technology architecture design and management
! Service Measurement
! Event management
! Request fulfillment
! Access Management

And what's the same in ITILv3

It's important to note that key concepts are preserved in ITIL V3and more than half of current ITIL
guidance remains unchanged. The ten process areas and the function of Service Desk covered in
Service Support and Service Delivery volume of ITIL v2 were the most widely used. Even the new
lifecycle structure, every stage in the ITIL service lifecycle relies on processes to execute
elements of every lifecycle stage. New processes have been added as well, but these tried and
tested processes form a major part on the new ITIL v3.

The good news about IT qualification is that all ITIL qualifications will continue to be valid. There
will be a new qualification scheme for ITIL, based on ITIL V3 with a short transition period where
both V2 and V3 exams will be offered. Equally significant news: There is no need to stop any ITIL-
based work to wait for V3. Nothing in V3 will fundamentally change the service management
challenges that companies are facing, and nothing changes the need for the processes that
companies are already implementing.

Copyright © 2007, QAI India Ltd. This is an unpublished work protected under the copyright laws. All trademarks and
registered trademarks are properties of their respective holders.All rights reserved.
Decoding the ITIL refresh in context of ITIL v2

Primary ITIL v3 book ITIL v2 process New processes

Service Strategy Financial Management Service Strategy

Service Design Availability Management Information Security

Capacity Management Management
IT Service Continuity Supplier Management
Management
Service Transition Change management Knowledge Management
Configuration Management
Release Management
Service Operations Service Desk/Incident Event Management
management Request fulfillment
Problem Management Access Management
Continual Service Service Level Management Service Reporting
Improvement

Copyright © 2007, QAI India Ltd. This is an unpublished work protected under the copyright laws. All trademarks and
registered trademarks are properties of their respective holders.All rights reserved.