Short Overview of ITIL V3
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IT Infrastructure Library (ITIL) V3: Overview and Impact by Bill Powell IT Service Management Portfolio Manager ITS Strategy and Architecture, Global Technology Services T he IT Infrastructure Library (ITIL) routinely comes up as a customer requirement for outsourc- ing services, consulting services and software. ITIL has recently been updated to version 3, and this article provides an overview of ITIL, explaining what is different in the new version. Overview of ITIL ITIL V3 is the third version of a globally popular library of books regarding best practices for service management. Version 1 of ITIL leveraged content from IBM’s Information Systems Management Architecture, documented in the Yellow Books as “The Management System for the Information Business.” In version 2, the library of more than forty books was consol- idated to seven primary books with a focus on IT service management processes. Version 3 concentrates on “Service Management” — managing services, throughout the service lifecycle. It begins with issues like: What market space are you in? Who is your customer? What services do you provide? What services should you provide? How do you manage those services? ITIL V3 books emphasize more best practices than ITIL V2 (refer to Figure 1). The U.K. Office of Government Commerce (OGC) owns the copy- right for ITIL, which are commer- cial, for-profit publications designed to increase revenue into the general treasury of the U.K. government. The OGC awarded ITIL publication rights to “The Stationery Office” (TSO), a private commercial services organization, while awarding ITIL education and certification rights to the APM Group. These rights were awarded through the OGC’s Competitive Activities Recompetition (CAR) project. Certifications The ITIL personal certification scheme has been changed but is still aimed at recognizing individual competency with ITIL ® practices. Because there is no organizational certification included in ITIL, there is no official way to certify that an organization “is ITIL” or “is not ITIL” or is of a certain “ITIL maturity level.” Various education or consulting services providers, including IBM Global Services, offer proprietary “ITIL maturity assessments.” The development of ITIL V3 included ten authors, an ITIL Advisory Group (IAG) of 23 leading experts, an extended team of review- ers, and a project team including a chief architect. I participated as a member of the IAG and as a mentor to the authors of the Service Strategy book. Ivor Macfarlane, GTS Strategy and Architecture Service Product Line, participated as an author of the Service Transition book, while many IBMers (including myself) participated as reviewers of all the books. The details of who partici- pated in the development of ITIL V3 are listed in the beginning of each book. Version 3 differences Based on the influence of ITIL V2 foundation exams and personal certifications, Service Management had come to be described as “10+1” (10 processes plus service desk, as described in the Service Support and Service Delivery V2 books). ITIL V3 introduces more management disciplines and prac- tices to ITIL education and per- sonal certification programs. The Service Management Lifecycle is described in five core books: Service Strategy, Service Design, Service Transition, Service Operation and Service Continual Improvement. The lifecycle con- cept in ITIL V3 is based on the approach described in the ITIL V2 Application Management book that was co-written by authors from IBM and Microsoft. The lifecycle emphasizes the need for develop- ment and operations to be inte- grated throughout the lifecycle. Each book is described here: • ITIL V3 Service Strategy adds new concepts to ITIL like the service package, service prod- ucts, and service strategy con- cepts. The service package is 4 Figure 1: “New look” ITIL V3 books Continued on page 8
description
IT Infrastructure Library (ITIL) V3: Overview and Impact
Transcript of Short Overview of ITIL V3
IT Infrastructure Library (ITIL)V3: Overview and Impact
by Bill PowellIT Service Management Portfolio ManagerITS Strategy and Architecture, Global TechnologyServices
The IT Infrastructure Library(ITIL) routinely comes up as a customer requirement for outsourc-ing services, consulting servicesand software. ITIL has recentlybeen updated to version 3, and thisarticle provides an overview ofITIL, explaining what is differentin the new version.
Overview of ITILITIL V3 is the third version of a
globally popular library of booksregarding best practices for servicemanagement. Version 1 of ITILleveraged content from IBM’sInformation Systems ManagementArchitecture, documented in theYellow Books as “The ManagementSystem for the InformationBusiness.” In version 2, the library of more than forty books was consol-idated to seven primary books with afocus on IT service managementprocesses. Version 3 concentrates on“Service Management” — managingservices, throughout the servicelifecycle. It begins with issues like:What market space are you in? Whois your customer? What services doyou provide? What services shouldyou provide? How do you managethose services? ITIL V3 booksemphasize more best practices thanITIL V2 (refer to Figure 1).
The U.K. Office of GovernmentCommerce (OGC) owns the copy-right for ITIL, which are commer-cial, for-profit publications designedto increase revenue into the generaltreasury of the U.K. government.The OGC awarded ITIL publicationrights to “The Stationery Office”(TSO), a private commercial servicesorganization, while awarding ITILeducation and certification rights tothe APM Group. These rights wereawarded through the OGC’sCompetitive ActivitiesRecompetition (CAR) project.
CertificationsThe ITIL personal certification
scheme has been changed but isstill aimed at recognizing individualcompetency with ITIL® practices.Because there is no organizationalcertification included in ITIL,there is no official way to certifythat an organization “is ITIL” or“is not ITIL” or is of a certain“ITIL maturity level.” Variouseducation or consulting servicesproviders, including IBM GlobalServices, offer proprietary “ITILmaturity assessments.”
The development of ITIL V3included ten authors, an ITILAdvisory Group (IAG) of 23 leadingexperts, an extended team of review-ers, and a project team including achief architect. I participated as amember of the IAG and as a mentorto the authors of the Service Strategybook. Ivor Macfarlane, GTS Strategyand Architecture Service ProductLine, participated as an author ofthe Service Transition book, whilemany IBMers (including myself)participated as reviewers of all thebooks. The details of who partici-pated in the development of ITILV3 are listed in the beginning ofeach book.
Version 3 differencesBased on the influence of ITIL
V2 foundation exams and personalcertifications, Service Managementhad come to be described as“10+1” (10 processes plus servicedesk, as described in the ServiceSupport and Service Delivery V2books). ITIL V3 introduces moremanagement disciplines and prac-tices to ITIL education and per-sonal certification programs.
The Service ManagementLifecycle is described in five corebooks: Service Strategy, ServiceDesign, Service Transition, ServiceOperation and Service ContinualImprovement. The lifecycle con-cept in ITIL V3 is based on theapproach described in the ITILV2 Application Management bookthat was co-written by authors fromIBM and Microsoft. The lifecycleemphasizes the need for develop-ment and operations to be inte-grated throughout the lifecycle.Each book is described here:
• ITIL V3 Service Strategy addsnew concepts to ITIL like theservice package, service prod-ucts, and service strategy con-cepts. The service package is
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Figure 1: “New look” ITIL V3 books
Continued on page 8
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made up of the service utilityand the service warranty.The service utility is theservice functionality ordescription, while the servicewarranty is the service level.The concept is this: whatgets handed off from devel-opment to operations is aservice package that includesutility and warranty — ratherthan just the service func-tionality without considera-tion for the required servicelevel, availability, capacity,security, continuity andfinancial plans.
• The ITIL V3 Service Designbook recasts what was inthe service delivery andsecurity books. The mainidea being that, if you wait
until service delivery tobegin consideration forservice level, availability,capacity, continuity, securityand financial management,it’s too late. These manage-ment concerns must beintegrated into the designof services.
• ITIL V3 Service Transitionand Service Operationupdate and revise contentfrom the ITIL V2 ServiceSupport, Infrastructure andApplication Managementbooks. Service request isrecognized as distinct fromincident management.Knowledge management isadded, and configurationmanagement is revised tobe considered a system
rather than a monolithicConfiguration ManagementDatabase (CMDB). Generallywhere V2 referred to singu-lar databases, V3 refers to“systems,” recognizing that,in most environments, feder-ated and integrated systemsare used.
• Service ContinualImprovement reviews manycommon approaches toimprovement. ITIL V3 provides emphasis on theneed for integrating manysources of knowledge, likethe Carnegie Mellon ITSQCservice management capa-bility model e-SCM, COBITand ISO, as well as ITIL.
In the ITIL V3 overviewdiagram (refer to Figure 2),the subjects that were empha-sized in ITIL V2 are high-lighted in grey.
Reference materialA number of related intel-
lectual capital assets are avail-able to all IBMers and can befound in the IBM ICMAssetWeb database:
• ITIL V3 Documentation• Overview ITIL V3-related
materials, white paper andFrequently Asked Questions
• IBM Process ReferenceModel for IT™
• Service ManagementAdoption Model
• Management SystemAnalysis Tool (ITIL V3 andPRMIT V3)
• Maturity Model (includestechnical components androles from ITIL V3)
Your connection for more information is Bill Powell (Bill D Powell/Minneapolis/IBM@IBMUS).
Continued from Page 4
Figure 2: ITIL V3 overview
Strategy
Service Strategy
Market Intelligence
IT Financial Mgmt
Service Portfolio Mgmt
Demand Mgmt
Risk Mgmt
Design
Service Portfolio Mgmt
Service Catalog Mgmt
Service Level Mgmt
Capacity Mgmt
Availability Mgmt
Service Continuity Mgmt
Information Security Mgmt (ISO 27K, ISO 20K)
Supplier & ContractMgmt
Organizational Change& Communications
Transition
Change Mgmt
Service Asset & Configuration Mgmt
Knowledge Mgmt &Service Knowledge Syst
Service Release &Deployment Planning
Performance and RiskEvaluation
Testing
Acquire, Build, Test Release
Service Release,Acceptance, Test & Pilot
Deployment,Decommissions& Transfer
ContinualImprovement
Measurement & Control
Service Measurement
Service Assessment & Analysis
Process Assessment & Analysis
Service Level Mgmt
Improvement Planning
Operation
Monitoring & Event Mgmt
Incident Mgmt
Request Fulfillment(Standard Changes)
Problem Mgmt
Access Mgmt
Service Desk
Infrastructure Mgmt
Application Mgmt
IT Operations
Facilities Mgmt
Processes
Functions
ITIL V3 emphasizes the service lifecycle and sheds light on additionalmanagement practices. “Service management is more than 10+1.”
Continual ServiceImprovement
Cont
inua
l Ser
vice
Impr
ovem
ent
ServiceDesign
ServiceStratigies
ServiceOperation
ServiceTransmission
ITIL
Continual Service
Improvem
ent
