Title: ITIL V3 Perspectives
1The IT Service Blog Presents
ITIL Version 3 Perspectives
TM
Note This Presentation Material is based on the
thoughts and observations of the IT Service Blog
and is not associated or approved by the OGC.
ITIL is a Registered Trade Mark, and a
Registered Community Trade Mark of the Office of
Government Commerce, and is Registered in the
U.S. Patent and Trademark Office. Visit the
Official ITIL site at http//www.itil.co.uk
2Important Notes About This Slide Deck- This
slide deck is based solely on the thoughts and
observationsof The IT Service Blog, based on an
original Webcast viewing, first broadcast on
CIOSearch.com- Sharon Taylor (Chief ITIL V3
Architect) delivered the Webcast- CIOSearch.com
hosted the Webcast- Frontrange solutions
sponsored the Webcast, but haveno affiliation to
the OGC- The full Webcast can be downloaded
here- We recommend that you view this slide
deck FIRST
3Who is Sharon Taylor?
4Sharon presented some background on ITIL Version
3
- 3rd update to ITIL (long overdue)
- Its a Library Refresh programme
- Formal qualification scheme still applies
- Available in 17 languages
- MOF is based on ITIL Framework
- Many empirical studies available for ITIL ROI
- New ITIL Structure to follow
5ITIL Version Three has three predominant
components
Complementary
Web
Core
Core Best Practice Guidance
Support for market sector or technology
Topical Support Products Process Maps Glossary
Customized Implementation
- Predominant themes gt easy implementation,
thats customised to our world - Core 5 Books, generic best practice guidance,
principles that remain constant - Complementary gt Topic specific books, e.g.
Targeted towards public sector
e.g. Financial Sector,
Manufacturing Sector - Web gt Complete integrated ITIL process map,
glossary, standard terms- Bring about a better
alignment of business and IT Service initiatives - New library will explore business catalysts
6ITIL V3 will be consistent and practical - IT
Alignment with the business - Explores Service
Models and Business Catalysts - Defines Service
Management Value Propositions - Defines Service
Management Strategies - More of a focus on
Service Process Design, Introductionand
Operation- Return on Investment Measurement
Priorities that the public and companies wanted
to see Improvements to how you can create a
value proposition and demonstrate the ROI of
ITIL were top priority
7Key theme Pragmatic Service Management
Service Design
Principles for Service Management
Service Introduction
Service Improvement
Service Strategies
Service Operations
- Pragmatic, Lifecycle approach
- Proven, measurable and repeatable over a long
term horizon - Solid, reliable, long term core best practices
that dont change much - Strategy at the hub
8- Complementary Guidance
- Helping people gain Traction in Service
Excellence - By providing additional/complementary material
- Governance Methods
- Standards alignment
- Case Studies
- Scalability
- Quick Wins
- Study Aids
- Executive Overviews
- Knowledge
- Skills
- Its all about gaining traction
- Governance Methods (CoBIT and other governance
methods to enable organizations to make choices
about all methods)- Case Studies and Templates
(e.g. for Service Catalogs)- Hub gt Core
Practices- Spokes gt Particular Technologies and
Markets
9- ITIL V3 Highlights
- Centered on business value
- Service life cycle focus
- Guidance on Compliance (e.g. Sarbox)
- Balanced Scorecards
- Deming Quality Cycle
- Key gt Centred on business Value- Linkages to
other best practices e.g. Six Sigma- Will help
organizations align their current investment in
Six Sigma to ITIL, for example- ITIL V3 will
use scorecards and Deming cycle (its built in)
10- The Value of ITIL V3
- Focus on Value and ROI
- Self Assessment Guidance
- Maturity Improvement
- Business Case Preparation
- Business Service ROI
- Business Centric Focus
- ITIL V3 will include already existing lifecycle
management practices - ITILs role is help you understand the ROI for
your organization
11- QA Segment (Summary of Questions put to
Sharon)- Are you aware of efforts to bring
ITIL to academia? - Carnegie Mellon has a
practice around Service Management CMM -
Part of the refresh certification scheme is being
updated to allow there to be more
opportunities for academic - Can you reference any ROI case studies for
ITIL? - Proctor and Gamble - Caterpillar - Is there an Ontology for ITIL? - Yes, there
will be. Probably the itSMF.Will there be a
structure of ITIL for addressing Outsourcing and
Shared Services Environments? - Yes, this will
be addressed in V3 - Driven by many requests for
Organizations seeking ISO20000 certification
in the Outsourcers they deal with
www.ITServiceBlog.com
12QA Segment (Summary of Questions put to
Sharon)- When is the new version going to be
released? - Begins in September 2006 with the
5 new CORE volumes - Service Design,
Introduction, Operations, Improvements, Strategy
- Authoring underway now by authoring teams
- Complementary publications will follow - What
will be the cost of the books? - Not expecting
any significant changes from todays core -
Some material will be re-used from the library,
especially Service Support and Service
Delivery- What will be the likely changes to
certification? - Many people are asking this
question (of Sharon) - Todays certification
is still valid, but the certification scheme is
changing - EXIN and ISEB exams institutes are
on the V3 project board and they are working
on a new certification scheme, which will be
released after a suitable lag time
possibly 6-12 months after the release of the
books
www.ITServiceBlog.com
13QA Segment (Summary of Questions put to
Sharon)- What will be the impact/implications
to current ITIL shops? - Minimal. This is
purposely so. - Some of the process elements
will shift into the new core texts - e.g.
Planning should be considered in Service Design
and Service Introduction - Not turning the
world on its ear (Sharon) - Positive
Impact (Sharon)- How will the new ITIL
materials be available? - New Topic Guides -
Books, CD-ROM, Free Downloads (Case Studies,
Glossary, Integrated Process Maps) - Audio
Books are a possibility, time depending- Do
you expect monthly or quarterly updates to the
complementary publications? - These will be
updated much more frequently - Looking at
establishing a group to manage templates, white
papers etc - Rapid turnaround in this area -
When will there be an holistic process landscape
for CMM and ITIL? - Formal mapping between
these processes is underway (via OGC) - CoBIT
is already done - Other frameworks and methods
will be considered, there is an interest
14QA Segment (Summary of Questions put to
Sharon)- Are early draft templates available
to enable early alignment? - V3 work has
representatives from around the world (ITIL
Advisory Group) - So, its not being created
in isolation - A Litmus Test is going on all
the time with this group (Vendors too) - In
the next 3-4 weeks the public report on scoping
will be available to the public via
www.itil.co.uk website highlighting the
forthcoming changes - This will be very useful
for helping organizations re-align- Will the
complementary ITIL Guides be broken down into how
a different Sized Organization can best
implement and practice ITIL? - Yes, the
current Implementing ITIL in small
organizations will be re-written and
integrated into the new texts - ITIL will
remain owned by the Office of Government Commerce
(OGC)- ITIL is not being sold - The
forthcoming improvements have been done in a very
open and consultative forum.
www.ITServiceBlog.com
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