© 2006 itSMF USA. All rights reserved.

ITIL v3 – Familiar Ground, New Territory

David CannonITSM Practice Principal - HP

Slide 2

Agenda

• Why Update ITIL?

• What is different about ITIL v3?

• What is the same?

• Some myths

• What will happen next?

Slide 3

Slide 4

Why Update ITIL?

• The industry has matured since 2000• ITIL v2 tells us ‘what’ not ‘how’• What is the Return on Investment?• What about suppliers and customers?• An integrated process model• Application in different contexts

Slide 5

Process Orientated Working

Problem Management

Change Management

Service Level Management

Slide 6

The Problem with Processes

• Processes help to organise work better• They are aligned to activity and output, not

necessarily to value• You have to know what you want to

achieve, or else assume that the customer does

• Processes are not strategic• Bottom line: Managing IT needs more than

just a set of processes, people and tools

Slide 7

ITIL v3

• Creating a way to integrate IT Processes, People and Tools with the Business Strategy and Outcomes

• Seeing IT as a Strategic Business Unit

© 2006 itSMF USA. All rights reserved.

What is Different about v3?

Slide 9

Global Collaboration

• Public opinion surveys

• ITIL Advisory Group – 40 countries

• ITSM community stakeholders

• Standards, Qualifications, Practices

• Rapid language translations

• Formal mappings

• Integrated Service Lifecycle process maps

Slide 10

Core Complementary Web

Customized implementation

CoreBest Practice

Guidance

Support for particular market sector or technology

Value added products,

process maps, templates, studies

ITIL V3 – The Structure

Slide 11

ITIL

ServiceStrategi

es

Continual ServiceImprovement

ServiceOperation

ServiceDesign

ServiceTransition

Slide 12

CIO’sCIO’sIT ManagersIT ManagersConsultantsConsultantsPractitionersPractitionersVendorsVendors

Slide 13

SS - Practical Decision Making

• Business Eco systems• From value chains to value nets• Linking to external practices and standards• Adaptive processes for customers, services

and strategies• Managing uncertainty and complexity• Increasing the economic life of services• Selecting, adapting and tuning the best IT

service strategies

Slide 14

IT ManagersIT ManagersConsultantsConsultantsPractitionersPractitionersOutsourcersOutsourcersVendorsVendors

Slide 15

SD - Pragmatic Service Blueprint

• Policies, Architecture, Portfolios, service models

• Effective technology, process and measurement design

• Outsource, shared services, co-source models? How to decide & how to do it

• The service package of utility, warranty, capability, metrics tree

• Triggers for re-design

Slide 16

IT ManagersIT ManagersConsultantsConsultantsPractitionersPractitionersOutsourcersOutsourcersVendorsVendors

Slide 17

ST - Managing Change, Risk & Quality Assurance

• Newly designed Change, Release & Configuration processes

• Risk and quality assurance of design• Managing organization & cultural change

during transition• Service management knowledge system• Integrating projects into transition • Creating & selecting transition models

Slide 18

IT ManagersIT ManagersConsultantsConsultantsPractitionersPractitionersOutsourcersOutsourcersVendorsVendors

Slide 19

SO - Responsive, stable services

• Robust end to end operations practices• Redesigned, incident and problem

processes• New functions and processes• Event, technology and request

management• Supporting strategy, design, transition and

improvement• SOA, virtualization, adaptive, agile service

operation models

Slide 20

IT ManagersIT ManagersConsultantsConsultantsPractitionersPractitionersOutsourcersOutsourcersVendorsVendors

Slide 21

CSI - Measures & Improvements that Work

• The business case for ROI• Getting past just talking about it• Overall health of ITSM• Portfolio alignment in real-time with

business needs• Growth and maturity of SM practice• How to measure, interpret and execute

results

CMMI

TOGAF

e-TOM

Six Sigma

PMBOK

PRINCE2

SOA

COBIT

M_o_R

ISO/IEC 20000

SOX

CertifiedTraining

ISO/IEC17799

ISO/IEC19770

ITIL in Context

Slide 23

Complementary Series

• How to apply the core materials in different contexts

• Cross reference to external practices and standards

• Enhancing the core materials• Tracking industry developments and

relating them back to the core• Case Studies • Integrated lifecycle model• Certification aids

Slide 24

Myths, rumours, speculation

• I’ll have to re-certify everyone• All the ITIL processes I know today will be

gone• I’ll have to buy new tools• The ITIL processes I use today won’t work in

the V3 service lifecycle• V3 is an add-on to V2• I have to throw out v2 to implement v3

Slide 25

Qualifications•New Scheme•Enhanced learning•Upgrading•More choice

Standards•Aligned to 20000•Links to Security•Links to Asset•Links to Governance

Your ITSM Practice•Greater scope •Greater flexibility•Current with industry directions•Complementary to other common practices•Easier to start, operate and mature•Relevant to the real issues and opportunities•Enhanced ability to prove ITSM ROI

CustomersVendors

Service Providers

V3 – How will it affect You?

Slide 26

What’s next ?What’s next ?F

inal

F

inal

C

ount

dow

nC

ount

dow

nEditorial Board review – March

Marketing Launch – Oct

ITIL Advisory Group QA review – Oct / Nov

International Public QA review – Nov / Dec

itSMF International IPESC Endorsement – Dec / Jan

Translations begin - April

Publication Production & Launch – May 30th

Qualification Scheme finalized - Summer

© 2006 itSMF USA. All rights reserved.