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Service Management - ITIL® (IT Infrastructure Library) Version 3
Changes and comparison with V2
ITIL's most recent version, V3, represents an important evolutionary step in its life. The refresh has transformed the guidance from providing a great service to being the most innovative and best in class. At the same time, the interface between old and new approaches is seamless so that users do not have to reinvent the wheel when adopting it. V3 allows users to build on the successes of V2 but take IT service management even further.
In general, V3 makes the link between ITIL's best practice and business benefits both clearer and stronger. The main development is that V3 takes a lifecycle approach to guidance, as opposed to organising according to IT delivery sectors. ITIL is now based on a core of five titles:
The changes reflect the way ITSM has matured over the past decades. For example:
- Where V2 talked about Business and IT Alignment, V3 emphasises Business and IT integration.
- Where V2 talked about Value Chain Management, V3 emphasises Value Network Integration.
- Where V2 talked about Linear Service Catalogues, V3 emphasises Dynamic Service Portfolios.
- Where V2 talked about Collection of integrated processes, V3 emphasises Holistic Service Management Lifecycle.
ITIL: overview and benefits
Research confirms the benefits of this new approach which:
- Establishes the integration of business strategy with IT service strategy.
- Enables agile service design and a ROI blueprint.
- Provides transition models that are fit for purpose in a variety of innovations.
- Demystifies the management of service providers and sourcing models.
- Improves the ease of implementing and managing services for dynamic, high risk volatile and rapidly changing business needs.
- Improves the measurement demonstration of value.
- Identifies the triggers for improvement and change anywhere in the service lifecycle.
- Addresses the current gaps and deficiencies in ITIL today.
The new approach changes the relationship between IT and business whereas before, ITIL worked to align service management with business strategy, V3 integrates into a single ecosystem. Other developments include new IT strategies, for outsourcing and co-sourcing, for example; new concepts such as a new Service Management Knowledge base that helps transform captured information into organisational intelligence; new processes such as request fulfilment; process expansion, such as event management; new practice areas and organisational structures; and new methods of delivering ITIL.
The model contains the processes needed to manage services within the lifecycle structure. The core practices of Service Management life stages are then supported by more detailed complementary content specific to industry, stakeholder and practice topics. This makes the library more practical, easier to use and provides guidance specific to various stakeholder viewpoints to help gain further traction in ITSM.
The ITIL V3 Library
To reinforce changes, the library has seen a major visual revamp with inspirational imagery based on natural themes and a new, clean layout.
Library includes:
Making the Change
Sysop have developed a number of training courses to help you manage the change: These are:
ITIL v3 Differences Overview – a short-day seminar for those wishing to gain an appreciation of the changes between ITIL v2 and ITIL v3. It will explore the changes in emphasis, structure and application of the ITIL disciplines and will introduce the new elements particularly in the area of Transition.
ITIL v3 Foundation Certificate – This is a three day course leading to the new ISEB Service Management Foundation Certificate. Attendees will be able to sit the new Foundation Examination on the afternoon of the third day.
ITIL v3 Foundation Conversion – This is a one-and-a-half day conversion course intended for those who already hold the Foundation Certificate and who wish to qualify in the ITIL v3 equivalent. The ISEB has granted Sysop special dispensation to allow attendees to sit the new Foundation Examination on the afternoon after lunch on the second day.
All of these events will attract a 5% booking discount if booked online. Details are available here: Courses at a Glance |
