ITIL 3.0: What Does it Mean to Me?

If your company has already started to implement IT Service Management using the ITIL version 2.0 framework, will the new ITIL 3.0 require your organization to rework all your current IT Service Management efforts?

The definitive answer is a resounding, “No!” All of the core ITIL 2.0 processes will continue to be a valuable part of ITIL 3.0.  Just as the structural foundations of a home – frame, plumbing, wiring, etc. – remain key elements of the house regardless of additions or renovations, the ITIL 2.0 processes you have already implemented likewise will remain an integral part of your organizational processes.  ITIL 3.0 offers an opportunity to further enhance your current IT Service Management processes to provide added value to your organization by better supporting your current business objectives and goals.

ITIL 2.0 versus ITIL 3.0

So you may be asking, “What are the main differences between ITIL 2.0 and ITIL 3.0 and where should I start?”

The biggest difference between ITIL 2.0 and ITIL 3.0 is the process-based model of ITIL 2.0 is replaced with a service lifecycle model that contains the processes needed to manage services within a lifecycle.  It is defined within the following five books:

• Service Strategies
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

Service Strategies presents the view of ITIL that integrates business and IT so that organizations get the most out of IT services. It ensures that business plans and strategies are linked to IT service strategies. This is where the Financial Management process is discussed. A new process introduced in the framework is Service Portfolio Management.

Service Design provides the guidance and maintenance of IT architectures, policies and documents needed to meet current and future business requirements. It is through Service Design that innovative solutions and processes are developed to best support the business. This is where the processes, Service Catalogue Management, Service Level Management, Availability Management, Capacity Management and IT Service Continuity Management are discussed.

Service Transition focuses on transforming an organization to become a service-based culture through long-term Change Management, Release Management, Service Asset and Configuration Management processes. Service Transition is a critical stage within the lifecycle to effectively manage and mitigate risks effectively. Release Management is now known as Release and Deployment Management. Also a new process has been added to the framework known as Knowledge Management.

Service Operations focuses on the day-to-day operations of managing the IT organization. It focuses on delivery and control process activities that effectively manage and stabilize services on a day-to-day basis. This is where the Incident Management and Problem Management ITIL processes and the Service Desk function are discussed.

In version 2.0, Service Request was part of the Incident Management process. In version 3.0 the Service Request topic has been separated from Incident Management, and is now known as Request Fulfillment. In addition, Event Management and Access Management processes have been added to the framework. ITIL 3.0 also introduces three additional new functions which include the Technical Management function, the IT Operations Management function and the Applications Management function.

Continual Service Improvement has always been a strong part of ITIL and will continue in ITIL 3.0. It supports the importance of following a quality approach to improving service and embraces the importance of standards, especially ISO/IEC 20000, which is the International Standard for certifying service provider organizations in IT Service Management. This is where the Service Level Management process is discussed.

Complementary Publications: in addition to the core five books, ITIL 3.0 will also be providing other publications that complement ITIL and further support good practices in IT Service Management and these publications include:

• Case studies
• Governance methods
• Pocket guides
• ITIL practice working templates
• Certification based study guides

To receive ITIL publications and the latest news on ITIL 3.0, register at: http://www.best-management-practice.com

Getting Started with ITIL Version 3.0

So where do you start? First read the Services Strategy book to get really a good understanding of how IT can integrate effectively with your business.  Then do an internal assessment or have an experienced consulting firm that is well-versed in IT Service Management perform an external assessment.  The assessment will assist you in identifying where your organization can get the most benefit from implementing some of the new IT Service Management areas introduced in ITIL 3.0. Every organization is different, and an IT Service Management assessment will assist you in determining, in a prioritized manner, where your greatest opportunities are in embracing the new ITIL 3.0 IT Service Management framework.

Alex Hernandez is a qualified ISO/IEC 2000 certified consultant and ITIL service manager at Plexent, an IT service management (ITSM) company and leading provider of ITSM-focused intellectual property.  www.plexent.com