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ITILV3 Whitepaper Final

ITILV3 Whitepaper Final

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Published by Anshuman Tiwari

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Published by: Anshuman Tiwari on Mar 20, 2009
Copyright:Attribution Non-commercial

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11/23/2013

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 Why ITIL is important.............................................2 Why update ITIL? Why now?..................................2 What has changed?..............................................2Sharpening the focus on the service lifecycle.............3Some ITIL constants remain.....................................4Dispelling the ITIL V3 myths....................................4 Writing the book on ITIL: HP’s own experts playan active leadership role........................................5The inside story: ITIL V3 in the making.....................6Expert vision.........................................................7Meet the ITIL V3 authors from HP.............................8
ITIL V3: Get ready for thenext chapter in servicemanagement
 
 Why ITIL is important
In business and technology circles, the IT InfrastructureLibrary, or ITIL
®
, is viewed as the most widely acceptedapproach to IT Service Management (ITSM) in theworld.Owned by the British government’s Office ofGovernment Commerce, ITIL provides a cohesive set ofbest practices, drawn from both public and privatesectors. ITIL is the backbone to structuring ITorganizations that optimize service quality, improveservice levels and reduce costs—and it’s becomingincreasingly important to today’s corporations.In fact, a recent industry analyst report notes that by2008, more than half of all enterprises will be lookingto standardize ITSM processes based on ITIL. What’smore, industry analysts have observed that manycorporations are looking into improving theirinfrastructure management processes, as demonstratedby the strong interest in ITIL and other processrationalization methods—implying that the ITILapproach is well on its way to becoming the de factostandard for service delivery.
 Why update ITIL? Why now?
 Just as business and technology are constantlyevolving, so too is the approach to ITSM—making thisthe ideal time for an ITIL refresh.Certainly the IT industry has matured since ITIL V2 waspublished in the late 1990s. That version put greateremphasis on what service management is—rather thanhow you can best approach it. The last version alsocentered on processes for Service Delivery and ServiceSupport, all of which aligned to activity and output butnot necessarily to value.ITIL V3 represents a significant shift in how IT is viewedin the greater business context. With the realizationthat managing IT requires more than just a set ofprocesses comes an increased focus on managing theservice lifecycle and providing value to the business—with an emphasis on how technology can best beleveraged to enhance that value.ITIL V3 brings service management in line withchanging business needs and priorities, advancingtechnology and new governance models. Therefreshed version is better aligned to the needs ofCIOs and the businesses they serve. It featuresmodifications designed to speed and simplify theimplementation, adoption and application of servicemanagement processes to optimize business outcomes.On a practical note, the new version includes updatesthat:Clarify the business benefits to be derived from ITILImprove its usefulness and applicabilityMake it easier to implement ITILLeverage real-world advancements since V2,including tools, technology and relationship types.
 What has changed?
 While there are no fundamental departures from thebasic principles and processes that have constitutedITIL since the beginning, the differences between ITIL V2 and ITIL V3 are a direct result of maturity in themarket and a deeper understanding of ITSM and itsrole within the business.
2
 
However, some significant changes can be found inthe refreshed version. Perhaps the first, most obviouschange is that ITIL V3 divides the materials into threedistinct components:Five core books, presenting the basic building blocksof ITSM, based around a service lifecycle approachComplementary materials, published to meet specificscenarios or examples, such as ”how to implement ITservice management in an outsourced environment”or “how to use Six Sigma to implement IT servicemanagement,” with some of these materials being Web-based, so that they can be published morerapidly and keep ITIL V3 up-to-date with newdevelopmentsValue-added products, such as templates andworkflow diagramsThis new structure is intended to prolong the life of ITIL V3 while also providing more specific guidance to ITILusers for specific situations.Other evolutionary changes are designed to smoothintegration with existing service managementoperations, while placing greater emphasis onoperational efficiency. For example:ITIL V3 offers guidance on how to comply withcurrent legislation and regulations such asSarbanes-Oxley and Basel II, as well as formalgovernance models.Industry- and topic-specific guidance includesimplementation templates for addressing specialconcerns of specific vertical markets and industries.New topics include service management strategiesfor outsourcing, co-sourcing and shared servicesmodels.A greatly expanded, state-of-the-art servicemanagement knowledge system captures currentpractice and aids proactive service management.
ITIL V3 positioning
Sharpening the focus on the servicelifecycle
The first two ITIL versions grouped content according toprocess. The idea was that if ITIL defined theprocesses, IT managers would define how to organizeand implement them to achieve higher quality servicesand reduce costs.Over the past five or more years, that view has shiftedand matured. It is now clear that ITIL processes cannotjust be implemented in isolation. IT is an increasinglystrategic part of the organization—and managing IT isnot just about implementing the processes and onefunction. It is about understanding and meetingbusiness needs through the provisioning of IT servicesat every stage of their lifecycle, encompassingeverything from strategy to daily operations. With this new view of IT and ITSM in mind, ITIL V3 isstructured according to the stages of the servicelifecycle and the business outcomes they support. Theprocesses from ITIL V2 are still there—but this time ITILshows exactly how these processes are used to provideservices that support the business, as well as how theyare implemented and managed.In ITIL V3, the five principal stages of the servicelifecycle are defined as:
Service Strategy
for practical decision-making: Thisis where the role and requirements of IT are definedto ensure overall business success.
Service Design
with a pragmatic service blueprint: ITwill design services that meet the business needs—both through functionality and performance—andalso design them to be manageable and costeffective.
Service Transition
to improve management change,mitigate risk and assure quality: Services will betested and introduced into the infrastructure in acontrolled manner. Transition also ensures that IT isable to respond to changes in both the business andIT environments, resulting in a more agile, responsiveorganization.
Service Operation
for more responsive, stableservices: This is where the services are actuallydelivered and supported. Operation achieves abalance between delivering what has beendesigned, and responding to variations in thebusiness and IT environments to achieve stability andflexibility.
Continual Service Improvement
with measurementsthat work: This involves the ongoing monitoring and
3
DepthScope
Your ITSM solutionITIL V3ITIL V2Other standards
 A full customer-specific IT Service Management solutionrequires more than ITIL

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