Itil v3362

ITIL V3
David Ratcliffe President Pink Elephant
George Spalding VP - Global Events Pink Elephant
Agenda
1. Introduction 2. ITIL V2 vs V3 Certification 3. Service Driven Lifecycle vs. Process Driven: Whats The Difference 4. ITIL V3: An Implementation Road Map
ITIL V3
Pink Elephant 2007. All Rights Reserved.
ITIL V3 Official Launch London, UK June 5, 2007
Pink was there!
Assumptions
1. You know what ITIL is, right? (V1 & V2?) 2. You believe ITIL is a good idea, right? 3. Youve already worked with some of the best practices in ITIL V2, right? 4. Youre here because you think this V3 thing might be more good stuff, right? 5. You have a whole host of questions you need settled in your mind, like:

ITIL V3
Whats the big deal about V3? Is V2 now defunct, and therefore are we going to be pushed into V3? If we decide to move to V3, how do we do it? Will the tools be ITIL V3 Compatible? Whats going to happen to my V2 certification?
Why?
More practical how to guidance Improved consistency & comprehensiveness Extend the focus to measurable business value Visible links to other industry best practices Guidance in context to current needs
Source: Sharon Taylor, ITIL V3 Chief Architect
Note: ITIL V2 isnt being thrown away but being mapped into a new, business oriented framework
ITIL V3 Pink Elephant 2007. All Rights Reserved.
How? A Public Process
Opinion gathering

Seven Workshops in two weeks early 2005 Over 100 companies and public sector organizations represented 530 survey respondents and 6000 comments itSMF Chapters led workshops
Conclusions & Findings

Improve consistency- structure, process, etc. Add Process Models for every process Include examples, case studies, templates Implementation guidance including outsourced services Scalability address small, medium and large Hooks into other best practices e.g. CobiT, CMM More on business benefits and marketing of ITIL Better exams, more qualifications, more consistency Guidance on selecting good tools Consistent terms and definitions
ITIL V3
Who?
ITIL V3 Refresh project 2004 to 2007 APM Group awarded Certification Scheme TSO Publisher Examination Institutes (EI) all use common V3 Exams Authorized Training Organizations (ATOs) - including Pink Elephant
ITIL V3
ITIL V3 Service Lifecycle
ITIL V3
Core ITIL v3 Library
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
The Official Introduction to the ITIL Service Lifecycle
+ Complementary Guidance
ITIL V3
Core Book Authors

Service Strategy
Authors: Michael Nieves, Senior Manager, Accenture, USA Majid Iqbal, Project Scientist, Carnegie Mellon University, USA
Service Operation
Authors: David Cannon, IT Service Management Practice Principal, HP Education, USA David Wheeldon, Director of Service Management, HP Education EMEA, UK
Service Design
Authors: Colin Rudd, Director, ITEMS, UK Vernon Lloyd, International Client Director, FOX IT, UK
Continual Service Improvement:
Authors: George Spalding, Executive Consultant, Pink Elephant, USA/Canada Gary Case, Executive Consultant, Pink Elephant, USA/Canada
Service Transition
Authors: Shirley Lacy, Director, ConnectSphere, UK Ivor Macfarlane, Director, GUILLEMOT ROCK, UK
ITIL V3
10
Pinks Involvement in ITIL

Contributed to all versions of ITIL since its inception in 1986 Founding member of itSMF Leader in ITIL education development and deployment
Service Manager - 1992 Foundation - 1996 Single Process Practitioners - 1997 Clustered Practitioners - 2005 V3 Foundation - May 2007
Host of the worlds largest ITIL gathering each year in February Authors of one of the five new volumes Participation in the V3 examination scheme advisory panel
ITIL V3
11
ITIL V3 The Content Structure
Core
Core Best Practice Guidance
Complementary
Support for particular market sector or technology
Web
Value added products, process maps, templates, studies
Customized implementation
12
ITIL V3 Consistent Book Structure

Introduction, Overview, context Service management as a practice Service lifecycle Role of processes in the lifecycle Role of functions in the lifecycle Practice fundamentals Practice principles Processes Organizational design and structures roles and responsibilities Challenges, critical success factors, risks Supplemental guidance References
13
TSO Publications Coming Soon

Added globalization of multi-language versions The Official Introduction to the ITIL Service Lifecycle Strategic Introduction to the ITIL Service Lifecycle Pocket Books to support the Core set ITIL Small Scale Implementation - revised ITIL Online Portal
Up to date access the latest authoritative text for all five core publications Access to an international information centre offering various levels of support, guidance and implementation tools Access to publications via an interactive service model and search between the core titles by content and subject
ITIL V3
14
Life With V3: Key Changes

All existing books will be retired at the end of 2007 ITIL V3 represents a significant change. The core content remains largely the same however there is at least 50% more content being added to the framework. Focus is being shifted from a process perspective to a Service Lifecycle Model. ITIL V3 Foundations will be required for all new certifications (Bridging exam required for V2 certificate holders) Education products will be required to reflect the context of the complete Service Lifecycle The certification scheme is changing but past certifications will still be recognized.
ITIL V3
15
What Should I Do Next?

1. Dont be rushed into any changes
Whatever V2 implementations:
youve done (Past) are doing now (Present) or are planning to do soon (Future) are not going to be a waste
2. Meanwhile look into V3

Review the books Discuss it with others Listen & learn Ask questions & learn Talk & learn
ITIL V3
16
Resources
ITIL V3
17
Questions so far?
Certification
Organizational
ISO 20000
Tools
PinkVerify
Professional
Individual ITIL V3 Certification & Qualification Scheme APM Group
ITIL V3
19
The Individual v3 Certification and Qualification Scheme
Where Are We Now (Official v2)
Service Manager
ITIL Practitioner: Release & Control ITIL Practitioner: Support & Restore ITIL Practitioner: Agree & Define ITIL Practitioner: Plan & Improve
Foundation
ITIL V3
21
Pink Complementary Courseware
Developing a Vision & Strategy (2 days) ITIL Implementation Road Map (3 days) How to Build a CMDB (2 days) How to Develop a Service Catalog (2 days) Overviews (Targeted at Audience Level) Service Management Operations (2 days) PinkSim (.5 day)
ITIL V3
22
ITIL V3 Global Roadshow
OGC
Contract Mgmt
Publisher TSO Products Core Practices Web Services Marketing

Comp Portfolio IP Mgmt Board
Accreditor APMG Partners

Exam Institutes Examiner Panels Course Providers
Quals Board
Partners
Development of Qualification structure for ITIL v3 Design the certification elements required of the scheme Produce the requirements for learning objectives and knowledge competency Produce the supporting accredited formal syllabi Produce the requirements for delivery mechanism Produce sample examinations in support of the syllabi Provide recommendation on the required trainer and course provider competency to deliver against the scheme Manage Exam bank
Must offer value to the career objectives of the student Allow innovation and flexibility and value for Course Providers Meets learning objectives and competency outcomes Blooms taxonomy for setting exams Contribute to the maturity of ITSM professionalism Responsive to evolving market demand Transitional V2 V3 bridging
Modular design Official Study aids Flexible Choice Career path oriented V2 to V3 bridging Service Lifecycle Service Capability Classroom E-learning On Demand examination Live Exam Bank
Advanced SM Professional Diploma
ITIL Diploma
PR OC
Managing through the Lifecycle
ES
SE
S /R
BA
OL
CY
ITIL Service Lifecycle Modules
ITIL Service Capability Modules
CL
E BA SE
LI
FE
ITIL Foundation for Service Management
ITIL Diploma Achieved
am

15 Credits 16 Credits
3 3 3 3
Ca
St re
pa b il
le
ity
yc
St
L if ec
re am
2 credits
ITIL Diploma Achieved

V3 Manager Bridge
5 credits
3

15 Credits
3 3 3 3
16 Credits
V2 Service Manager
16 credits 2 credits

V3 Bridge .5 credits V3 Bridge .5 credits
V2 Foundation Certificate 1.5 credits
Foundation Approved - Launch June 13th V2 V3 Foundation bridge in review Lifecycle and Capability Modules in development Professional Module in development
QUALIFICATION V3 Foundation Examination
DATE June 2007 (V2 Foundation ends Dec 31 2007) Q3 2007 Q3 2007 Q3 2007 Q3 2007 Q3 2007 Q4 2007 Q4 2007 Q4 2008
V2 to V3 Foundation Bridge V2 to V3 Managers Bridge Examination Diploma available to existing Managers Lifecycle Modules Capability Modules Managing Through The Lifecycle Examination Diploma available to new students V2 Managers/Practitioners retired
ITIL V3 Global Roadshow
This presentation is the copyright protected property of the OGC. Re-use in any form is prohibited without the express written consent of the OGC.
Questions so far?
Service-Driven Lifecycle vs. Process-Driven What's The Difference?
The Business & IT Trust Deficit Do you think there's a trust deficit? How does it show up?
Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services. ITIL V3
ITIL V3
37
Changes In Philosophy
ITIL V2
Business and IT Alignment Value Chain Management Linear Service Catalogs Collection of Integrated Processes
ITIL V3
Business and IT Integration Value Service Network Integration Dynamic Service Portfolios Service Management Lifecycle
The new approach changes the relationship between IT and business whereas before, ITIL worked to align service management with business strategy. V3 integrates IT and the business into a single ecosystem.
38
The Changing Role For IT

HIGH
Influence On The Business
Value Chain Focus Business Focus Customer Focus Service Focus Technology Focus
IT customers are the customer of the organization
IT is perceived as an internal business partner
Required position
IT has a single strategy and is focused on the customer, but is perceived as an external supplier IT is focused on the integration and delivery of endto-end IT services (business solutions) IT is focused on technology, infrastructure and applications are treated as separate and largely unrelated domains
LOW
Role Of IT/IS In The Organization
ITIL V3
39
The Service Orientation Journey
Source: Service Strategy

40
ITIL V2 Process Model
Planning to Implement Service Management
Service Management The Technology The Business
The Business Perspective
Service Support
ICT Infrastructure Management Security Management
Service Delivery
Application Management
ITIL V3
41
ITIL V3 Service Lifecycle Model
ITIL V3
42
What Is An IT Service?
One or more technical or professional IT capabilities which enable a business process. (V2) A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. (V3)
Fulfills one or more needs of the customer Supports the customers business objectives Is perceived by the customer as a coherent whole
ITIL V3
43
What Is An IT System? An integrated composite that consists of one or more of the processes, hardware, software, facilities and people, that provides a capability to satisfy a stated need or objective A collection of Configuration Items that are necessary to deliver an IT service
ITIL V3
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Service Versus Technology Analogy

Assembled Service Offerings Technology Ingredients
Menu
Starters Entrees Desserts Wine List Fix Menu Options or A-la Carte
Service = Outcomes Not Resources

An SLA on a server or an application in isolation is like crafting an SLA on estimated pickle consumption
45
Services Vs. Processes
ITIL is a Service Management Framework. This means that the processes described by ITIL exist for the primary purpose of planning, delivering and supporting IT services.
ITIL V3
46
Value Service Network

Service ECO System
Business Units Shared IT Services
Business Unit A
Dedicated Service
Service W
Service Unit 1
3 Service Supplier Types
Business Unit B
Shared Service
Service X
Service Unit 2
External Supplier
Business Unit C
Service Y
Outsourced Service
Service Unit 3
External Business Unit A
Business Unit D
Service Z
Service Unit 4
Embedded IT
ITIL V3
47
Service Oriented Concepts

LOW
BSM
ITIL
Granularity
ESA
OA S
BSM: Business Service Mgmt. ESA: Enterprise Services Architecture SOA: Service Oriented Architecture
EAI
High Technology
ITIL V3
EAI: Enterprise Application Integration
Process Context
Business
48
Integrated Service Model

E-Commerce Service
Security Web Hosting Global Product

$
Marketing & Webdesign
Production Systems
Distribution Channel
Banking & Credit Card Authorization
Finance, Billing, Business Support Processes
Multiple IT and business services interact to deliver the product to the consumer.
49
Closed Loop Service Eco-System

Processes, Functions and Roles
Service Strategy
Service Design Service Transition
Service Operations Continual Service Improvement

50
Service Portfolio Management

Service Portfolio Service Catalogue Service Pipeline
Third-party catalogue
MARKET SPACES
Service Design
Services in development
Service Portfolio Management:

Service Transition
Service Operation
Retired services
Service Concepts
CUSTOMERS
A dynamic method for governing investments in service management across the enterprise and managing them for value
Resources Engaged
Return on assets earned from Service Operation
Resources Released
Common pool of resources

Area of circle is proportional to resources currently engaged in the lifecycle phase. (Service Portfolio & Financial Management )
ITIL V3

51
Service Transition V Model
ITIL V3
52
Defining IT Services
Environment Organization Corporate or Management Processes
Business Support Processes
General IT Services
Innovation, Development, Knowledge Transfer Processes
Inputs, materials, data, etc.
Primary Business Processes
Products and Services
Source: ITIL The Business Perspective On Your IT Infrastructure; Understanding & Improving
53
Service Definition Process
Define major business functions and processes. Define facilitating IT services. Map IT systems to IT services. Develop service offerings. Map IT components to IT systems (configuration management).
Example IT Service Email
Example IT Systems MS Exchange Lotus Notes
ITIL V3
54
IT Services Example
Infrastructure & Application Services: Messaging File / print Office productivity Desktop services ERP services Trading applications Voice / data LAN Professional Services: Architecture and engineering Security IT support Project management services Procurement services Application development services
ITIL V3
55
Example Application Services
Business Manager
Business Application Services
Supply chain Management
HR
Finance
Retail
Shipping
Supply & Trading
Asset Management
Accounts Payable
Accounts Receivable
General Ledger
Materials Management
ITIL V3
56
Example Infrastructure Services
Infrastructure/Technical Services Business Manager
Communication
Storage & Back-up
Hosting
Mobility
Office Automation
Collaboration Infrastructure
Enterprise Application Platform
Broadcasting/ Webcasting Infrastructure
Mainframe
Business Continuity Infrastructure
System Control & Monitoring Services
ITIL V3
57
Example Professional Services
Professional Services Business Manager
Enterprise IT Support
Consulting
Organizational Capability
IT Service Management
License Management
Reporting
Office Automation
Strategy & Architecture
Project Management
Application Consulting
Security
BCP Planning & Management
Resource Management
Data Modeling/ Consulting
IT Support Management Consulting
Behavioral Change Management Consulting
ITIL V3
58
The Service Catalog

Cornerstone for managing the business of IT The Service Catalog is ITs vehicle for defining, prioritizing and marketing what it does for internal customers and users Clearly communicates to all stakeholders the value of IT, what it delivers, and how well it performs against expectations Provides a service-centric view of IT IT services and their link to IT systems Customer relationships and agreements Service financials, including pricing and costing Single point of contact for all demand
The Service Catalog is the Key Enabler in Transforming to a ServiceCentric, Customer-Focused Model for IT
ITIL V3
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Three Natures Of The Service Catalog

Constitutive, in that it defines what IT does and does not do, and on what terms;
We the people (of IT), in order to form a more perfect union (alignment with the business), establish justice and insure domestic tranquility What type of restaurant are you?
Actionable, in that it provides the means by which IT and its customers coordinate and conduct business
What do people want to do?
Governing, in that the key terms, conditions and controls defined in the Service Catalog are integrated into the service delivery processes of the organization
Entitle, authorize, control, charge, account
ITIL V3
60
Views Into The Service Catalog
Business Customer
What services am I using? What levels am I receiving? What is my IT spend?
Service Level Manager

What services do I offer? What levels are available? What are my key metrics?
Service Catalog End User

What services can I buy? What does this include? When will I get it?
ITIL V3
61
SLM Roles & Customer Engagement

SLM Process Owner Service Level Manager
Monthly Service Report (to Customer)

Monthly Service Report to BU Mgr.
Service Manager
Business Relationship Manager / Account Manager
Service Catalog or Service Desk
Business Application Services Infrastructure/ Technical Services Professional Services
Submit Request
Customer
Service Owner
ITIL V3
62
IT Services & Processes

Application Services Infrastructure Services Professional Services
Client
SLA
Service and Process Organizations tied together by SLM
App. Dev.
Infrastructure
SLM
Application Service Service Owner Process Improvements based on Service Reporting
SO
Desktop
Business App.
Infrastructure Service Professional Service SO
Hosting
SO Security Mgmt
Process Owner
Process (Incident)
ITIL V3
63
CMDB Data Model Structure

Logical
Business Process
Product
Line of Business SLA Business Unit

Service
Customer Facing IT Service OLA
Service
System
Dept.
Supporting IT Service
System
Physical
SLA Data base User Contract
ITIL V3
Physical & related CIs that belong to the System

64
Service Based Costing

External Service Software People Transfer Hardware Facilities
Cost Elements
Direct Costs
External Svc. Hardware Software People
Indirect Costs
Hardware Software Facilities
Overhead Costs
External Svc. Hardware Software People Transfer Facilities
Direct Costs
Indirect Costs
Direct & Indirect Costs
X% Margin
% Margin built in to the overhead based on forecasted growth or unplanned expenses
Total Cost of IT Services

ITIL V3
Cost Unit
65
Service Based Costing Client Bill HW SW DB Docs FTE LOC

Component Service: Network
% Allocation based on a driver
ITIL V3
Unit cost
Example: Desktop Service
Step 1: Decide which services will appear on client bill Step 2: Those services not on the client bill are allocated to those which are based on a driver Step 3: A unit cost is allocated to the client based on a driver mapped to a usage level
Docs
LOC
FTE
HW
SW
DB
66
IT Service Cost Allocation Model

Total Costs Of an Client Facing IT Service
% allocation Overhead Costs
Indirect Costs
Direct Costs
CLIENT
Desktop Services Desktop Services
FACING
Mortgage Services Business System
SERVICES
Voice Services
VOIP
Overhead Unabsorbed Costs: Costs of hardware, software, FTE, etc., that are not directly attributable to any of the IT services (i.e.: HR, Finance, Executives, etc)
Indirect Costs: Costs of hardware, software, FTE, etc., for services that are shared between multiple client facing services
Direct Costs: Costs of hardware, software, FTE, etc., that are dedicated to the client facing services
Hardware Software FTE Others +
Hardware Software FTE Others + 1% 2% 3% 4% 5%
Hardware Software FTE Others + 1% 2% 3% 4% 5%
Network Services Shared Hosting Services Security Services Service Delivery Other Shared Services
Hardware Hardware Hardware Hardware Hardware
Software Software Software Software Software
FTE FTE FTE FTE FTE
Others Others Others Others Others
1% 2% 3% 4% 5%
Shared services costs are allocated across multiple client facing services
ITIL V3
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Service Integration Requirements
Service Portfolio
Service Catalog
Budget & Client Bill
CMDB Service Model
ITIL V3
68
Transforming To ITSM
Todays IT Organizations
Focused on Technology Firefighting Mode Organizational Stovepipes Unknown Costs Technical Metrics
Tomorrows IT Organizations
Focused on Customer Outcomes Demand-Driven Enterprise Services and Process Financial Transparency Business Value
ITIL V3
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Questions so far?
ITIL V2 Or V3 Key Questions & Areas To Consider For Business Planning
Decisions, Decisions
Management Tools Incidents Incidents The Business, Customers & Users
Difficulties Queries, Enquiries Communication Updates Work-arounds
Incident
Service Reports Incident statistics Audit Reports
Service Desk Problem
Changes Releases
Problem Statistics Trend Analysis Problem Reports Problem Reviews Diagnostic Aids Audit Reports
Change
Change Schedule CAB Minutes Change Statistics Change Reviews Audit Reports
Release
Release Schedule Release Statistics Release Reviews Secure Library Testing standards Audit Reports
Configuration
CMDB Reports CMDB Statistics Policy/Standards Audit Reports
CMDB
Incidents Problems Known Errors Changes Releases CIs Relationships
The Business, Customers & Users
Availability Management
Availability Plan AMDB Design Criteria Targets/Thresholds Reports Audit Reports
Queries Enquiries
Capacity Management
SLAs, OLAs, SLRs Service requests Service catalogue SIP Exception reports Audit reports
Service Level Management
IT Financial Management
Financial Plans Types & Models Costs & Charges Reports Budgets & Forecasts Audit Reports
Requirements Targets Achievements

IT Service Continuity
IT Continuity Plans BIA & Risk Analysis Define Requirements Control Centers DR Contacts Reports Audit Reports
ITIL V3
Management Tools
Communication Updates Reports
Capacity Plan CDB Targets/Thresholds Capacity Reports Schedule Audit Reports
Alerts, Exceptions, Changes
72
There Are New Processes & Functions To Consider

ITIL V3
Service Strategy (SS) Return on Investment (SS) Service Portfolio Management (SS) Demand Management (SS) Service Catalog Management (SD) Supplier Management (SD) Application Management (SD) Data and Information Management (SD) Requirements Engineering (SD) Transition Planning and Support (ST) Configuration Management System (ST) Service Validation and Testing (ST) Valuation (ST) Knowledge Management (ST) Event Management (SO) Request Fulfillment (SO) Access Management (SO) Monitor and Control, IT Operations, Technology Domain Management (SO) Technical Management function (SO) IT Operations Management function (SO) Applications Management function (SO) Seven Step Continuous Improvement (CSI) Service Reporting (CSI) Service Measurement (CSI) ROI for CSI (CSI) Service Improvement (CSI)
73
So if we add these to our process journey What about our work in V2?
ITIL V3
74
Compared V2 Process To Same In V3
ITIL V3
75
Incident Management
Goal same New terms or ideas:
Timescales stage timelines Incident models Provides clarity regarding major Incident handling Rename, detect and record to ID and logging (includes classification iterate categorization exercise) Adds and provides guidance on categorization Service request filter clarified hand off to request fulfillment Add prioritization activity Replace initial support with initial diagnosis front line analysis before escalation emphasis on Knowledge Management (KM) Escalation added specific steps outlined for hierarchical escalation Clarify investigation and diagnosis emphasis on KM no mention of Workaround Add rules for re-opening an Incident
Activities or concepts:
Summary IM remains similar to V2 clarity provided for definitions and process flow
ITIL V3
76
Service Desk (SD)

Purpose same:
Justification given decision focused on type of model Very candid discussion of entry level positions None
New terms or ideas: Activities or concepts:

Description of responsibilities Clear descriptions of SD types local, central, virtual but lack things to consider Add follow the sun and specialized types Specific guidance provided for creating a mindset for SPOC Good section on SD training, use of super users, metrics, customer surveys (techniques, advantages/disadvantages) Candid discussion of outsourcing and considerations including tool, OLA/contract, communications and data ownership
Summary valuable update lacks a bit in terms of the details of logistical guidance provided in V2
ITIL V3
77
Problem Management
Problem models Re-definition of Known Error (KE) KE Database (KEDB) Tight interface with KM and CMS defined Eliminate distinction of problem control and error control activities Activity flow looks similar to IM ID and recording = Detection and logging eliminates detailed Incident matching work flow Classification split into categorization and prioritization Added chronological analysis, pain value analysis, brainstorming, Pareto Analysis to RCA techniques Adds clarity to problem sources and use of Work-around Error control replaced by resolution and RFC Attention to major Problem review, recording known application errors at Release Proactive problem management tied to CSI
Activities and concepts:
Summary simplifies flow, Known Error is a state of information, not a condition
ITIL V3
78
Change Management
Goal business focused, emphasizes cost efficiency and risk reduction New terms and ideas:
Service oriented definition of a Change and an infrastructure Change Interface to Business Change Management, Service Lifecycle and Service Portfolio Requirements for a Change request and a Change proposal (major Change) Change model and standard Changes Remediation Changes to a service is the accountability of Service Manager and Service Owner Schedule of Change (replaces FSC) and Projected Service Outage (replaces PSA) Recognition of virtual CAB meetings Standard, normal or emergency Change types ONLY! Expanded standard change documentation and focus on elimination of bureaucracy Change categorization risk based drives impact analysis and authorization Expanded change impact and resource assessment including remediation documentation Specific attention to Change priority Flexible change authorization schema Urgent changes now emergency changes urgent business changes are normal changes with high urgency
Summary process is more flexible and straight forward, very similar to V2 process
ITIL V3
79
Configuration Management, Service Asset & Configuration Management

Goal focused on the logical model of IT services, components New terms or ideas: Service assets CI categories Configuration Management System (includes the CMDB) Secure Stores Definitive Media Library (replaces DSL) Definitive Spares (replaces DHL) Snapshot Activities and concepts: Status Reporting managing the information regarding CI status changes Summary processes very similar, now includes DSL and DHS with different descriptions, extended the CDMB concept
ITIL V3
80
Release Management Release & Deployment Management

Goal simplifies definition service delivering value to customer New terms:
Release Package, Release Unit and Release Unit Level eliminate major, minor and emergency Releases Release and Deployment options Release and Deployment models Service V model Service rehearsal
Activities and Concepts:
Summary very extensive additions to and expansion of the activities
Planning expanded planning description testing, pilots, release and build, deployment, logistics and delivery, financial and commercial Build, test and deploy integrate validation and testing, documentation, acquire and test, release packaging Service testing and pilot - service release testing, service rehearsal, pilots Plan and prepare to deploy readiness assessment, deployment plans Transfer, deploy and retire new Verify deployment verify capability of using or operating service Early life support transition from deployment to operations team Review and close deployment Review and close Service Transition
ITIL V3
81 81 81
Service Level Management

Goal similar New terms:
None

Similar activities but with different names Integration with Service Catalog management Develop contacts and relationships Complaints and compliments
Summary very similar process, greatest change is creating a separate process for the Service Catalog
ITIL V3
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Availability Management
Goal similar New terms:
Service Availability High Availability Continuous Operation Continuous Availability Simplified Availability Measures Service Failure Analysis (rename System Outage Analysis) Single Point Of Failure Analysis Reactive and proactive activities defined and organized Revised measuring, monitoring and reporting Revised design for availability Availability testing Planned and preventative maintenance and maintenance schedules Production of Projected Service Availability (PSA) document
Summary better organized, content additions, look to V2 for additional tools and techniques
ITIL V3
83
Capacity Management
Goal similar but adds cost justified New terms or ideas:
Inputs to Business Capacity Management patterns of Business Activity and Service Level Packages Component Capacity Management (rename Resource CM) Capacity Management Information System (rename CDB)

Exploiting new technologies Threshold management and control
Summary little change from V2
ITIL V3
84
Financial Management
Provisioning Value underlying service costs Service Value Potential value add Planning Confidence Funding Models Financial Implementation Checklist Service valuation Demand modeling Service Provisioning Models and optimization Financial Management Planning Variable Cost Dynamics Business Impact Analysis
Summary expansion of V2 specific to service valuation, financial decisions and cost recovery
ITIL V3
85
IT Service Continuity Management

MOR principles replacing CRAMM Sample ITSCM plan included Descriptions of various types of necessary recovery plans (addition) Expansion of the types of operational tests

Simplified operational management
Summary very similar description and concepts, better alignment with Business Continuity Management
ITIL V3
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Im Confused What Do I Do?

Do I stay with my current V2 processes? What benefit do I get from adopting V3? What will be the cost and how do I justify a transition? Do I stop doing what Im doing and re-think my approach? Is there a natural order to thinking this challenge through?
ITIL V3
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Four Step Improvement Model

VISION & MISSION
Lifecycle Assessment
Where are we now?
Where do we want to be?
Goals & Objectives
How do we get there?
Close the Gap V2/V3 projects
Are we improving? Did we get to where we wanted to be?
Source: ITIL The Business Perspective On Your IT Infrastructure; Understanding & Improving ITIL V3 Pink Elephant 2007. All Rights Reserved.
88
Where Are Your Points Of Pain?

V2 Processes: Service Strategy Service Design Service Transition Service Operation Continual Service Improvement V3 Processes: Service Strategy Service Design Service Transition Service Operation Continual Service Improvement
ITIL V3
89
If V2 Is Your Challenge
State of ITIL Processes
Incident
Svc Desk
Problem
Change
Configuration
Release
Service Level
Availability
Capacity
Financial
ITSC
Just Beginning the Journey
Design using V3
Design Take the using V3 Best of V2
Design using V3
Design using V3
Design using V3
Design using V3
Design Design using V3 Take the Best of using V3 V2

Remain with V2 Remain with V2
Design using V3
Design using V3
Remain with V2
Design using V3 Take the Best of V2

Remain with V2 Remain with V2
V2 Processes In Design
Redesign Redesign Redesign Redesign with V3 with V3 with V3 with V3
Redesign with V3
Redesign Redesign Remain with V2 with V3 with V3
Remain with V2 V2 Processes are a Work in Progress Use V3 to Use V3 to Use V3 to Use V3 to Redesign Redesign Use V3 to improve improve improve improve improve with V3 with V3 Use V3 to improve
Remain with V2 Use V3 to improve
Use V3 to improve
Use V3 to improve Use V3 to improve
Use V3 to Use V3 to Use V3 to Use V3 to Use V3 to Use V3 to Implemented V2 and Maturing Use V3 to improve improve improve improve improve improve improve
Remain Remain with V2 Use V3 to with V2 Use V3 to improve Use V3 to improve improve
ITIL V3
90
If Your Challenges Are The V3 Processes

ITIL V3
Service Strategy (SS) Return on Investment (SS) Service Portfolio Management (SS) Demand Management (SS) Service Catalog Management (SD) Supplier Management (SD) Application Management (SD) Data and Information Management (SD) Requirements Engineering (SD) Transition Planning and Support (ST) Configuration Management System (ST) Service Validation and Testing (ST) Valuation (ST) Knowledge Management (ST) Event Management (SO) Request Fulfillment (SO) Access Management (SO) Monitor and Control, IT Operations, Technology Domain Management (SO) Technical Management function (SO) IT Operations Management function (SO) Applications Management function (SO) Seven Step Continuous Improvement (CSI) Service Reporting (CSI) Service Measurement (CSI) ROI for CSI (CSI) Service Improvement (CSI)
91
How Do I Tie Into The Other V3 Processes?
A Roadmap for you! The way forward and priorities

92
In SummaryBringing It All Together
Just Getting Started
In Design Only
Process Organization Is WIP
Processes Implemented & Maturing
Focus on V3 for Design and Training Roadmap Cherry pick V2
Evaluate current Support or Delivery process designs see chart Remaining processes Roadmap Migrate to V3 training
Use CSI for in-place Support or Delivery processes see chart Remaining processes Roadmap Migrate to V3 training
Implement CSI Conduct lifecycle assessment Evaluate Migrate to V3 training as need arises new processes or associates
ITIL V3
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ITIL V3

David Ratcliffe President Pink Elephant

George Spalding VP - Global Events Pink Elephant

Pink Elephant 2007. All Rights Reserved.

ITIL V3 Official Launch London, UK June 5, 2007

Pink was there!

How? A Public Process

Conclusions & Findings

Pink Elephant 2007. All Rights Reserved.

Pink Elephant 2007. All Rights Reserved.

ITIL V3 Service Lifecycle

Pink Elephant 2007. All Rights Reserved.

Core ITIL v3 Library

Continual Service Improvement

The Official Introduction to the ITIL Service Lifecycle

Core Book Authors

Continual Service Improvement:

Pink Elephant 2007. All Rights Reserved.

Pinks Involvement in ITIL

Pink Elephant 2007. All Rights Reserved.

ITIL V3 The Content Structure

ITIL V3 Consistent Book Structure

TSO Publications Coming Soon

Pink Elephant 2007. All Rights Reserved.

Life With V3: Key Changes

Pink Elephant 2007. All Rights Reserved.

What Should I Do Next?

2. Meanwhile look into V3

Pink Elephant 2007. All Rights Reserved.

Pink Elephant 2007. All Rights Reserved.

Pink Elephant 2007. All Rights Reserved.

The Individual v3 Certification and Qualification Scheme

Where Are We Now (Official v2)

Pink Elephant 2007. All Rights Reserved.

Pink Complementary Courseware

Pink Elephant 2007. All Rights Reserved.

ITIL V3 Global Roadshow

Publisher TSO Products Core Practices Web Services Marketing

Accreditor APMG Partners

Advanced SM Professional Diploma

ITIL Service Lifecycle Modules

ITIL Service Capability Modules

ITIL Foundation for Service Management

Advanced SM Professional Diploma

ITIL Diploma Achieved

Managing through the Lifecycle

ITIL Foundation for Service Management

Advanced SM Professional Diploma

ITIL Diploma Achieved

Managing through the Lifecycle

ITIL Foundation for Service Management

V2 Foundation Certificate 1.5 credits

QUALIFICATION V3 Foundation Examination

ITIL V3 Global Roadshow

Service-Driven Lifecycle vs. Process-Driven What's The Difference?

Pink Elephant 2007. All Rights Reserved.

The Changing Role For IT

Influence On The Business

IT customers are the customer of the organization

IT is perceived as an internal business partner

Role Of IT/IS In The Organization

Pink Elephant 2007. All Rights Reserved.