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: What’s The Difference 4. ITIL V3: An Implementation Road Map

ITIL V3

© Pink Elephant 2007. All Rights Reserved.

2

ITIL V3 Official Launch London, UK June 5, 2007

Pink was there!

Assumptions 1. 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”? What’s going to happen to my V2 certification? © Pink Elephant 2007. You believe ITIL is a good idea. like:      ITIL V3 What’s the big deal about V3? Is V2 now defunct. You’re here because you think this V3 thing might be more good stuff. 4 . You’ve already worked with some of the best practices in ITIL V2. You know what ITIL is. right? 5. All Rights Reserved. right? (V1 & V2?) 2. You have a whole host of questions you need settled in your mind. right? 3. right? 4.

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. business oriented framework ITIL V3 © Pink Elephant 2007. ITIL V3 Chief Architect Note: ITIL V2 isn’t being thrown away but being mapped into a new. All Rights Reserved. 5 .

more qualifications. 6 . templates Implementation guidance – including outsourced services Scalability – address small. case studies. more consistency Guidance on selecting good tools Consistent terms and definitions ITIL V3 © Pink Elephant 2007.g. All Rights Reserved. CobiT.structure. medium and large Hooks into other best practices e. Add Process Models for every process Include examples. etc.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. process. CMM More on business benefits and marketing of ITIL Better exams.

including Pink Elephant ITIL V3 © Pink Elephant 2007. 7 .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) . All Rights Reserved.

ITIL V3 Service Lifecycle

ITIL V3

© Pink Elephant 2007. All Rights Reserved.

8

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
© Pink Elephant 2007. All Rights Reserved.

ITIL V3

9

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

© Pink Elephant 2007. All Rights Reserved.

10

May 2007  Host of the world’s 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 © Pink Elephant 2007.2005 V3 Foundation . 11 .1992 Foundation .Pink’s 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 . All Rights Reserved.1997 Clustered Practitioners .1996 Single Process Practitioners .

ITIL V3 – The Content Structure Core Core Best Practice Guidance Complementary Support for particular market sector or technology Web Value added products. studies Customized implementation ITIL V3 © Pink Elephant 2007. templates. 12 . All Rights Reserved. process maps.

Overview. critical success factors.ITIL V3 Consistent Book Structure Introduction. 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. risks  Supplemental guidance  References          ITIL V3 © Pink Elephant 2007. 13 . All Rights Reserved.

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.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 . 14 . guidance and implementation tools  Access to publications via an interactive service model and search between the core titles by content and subject ITIL V3 © Pink Elephant 2007. All Rights Reserved.

Life With V3: Key Changes  All existing books will be retired at the end of 2007  ITIL V3 represents a significant change. ITIL V3 © Pink Elephant 2007.  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. The core content remains largely the same however there is at least 50% more content being added to the framework. 15 . All Rights Reserved.  Focus is being shifted from a process perspective to a Service Lifecycle Model.

16 .What Should I Do Next? 1. All Rights Reserved. Don’t be rushed into any changes  Whatever V2 implementations:     you’ve 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 © Pink Elephant 2007.

17 . All Rights Reserved.Resources ITIL V3 © Pink Elephant 2007.

Questions so far? .

19 . All Rights Reserved.Certification  Organizational  ISO 20000  Tools  PinkVerify  Professional  Individual ITIL V3 Certification & Qualification Scheme  APM Group ITIL V3 © Pink Elephant 2007.

The Individual v3 Certification and Qualification Scheme .

21 .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 © Pink Elephant 2007. All Rights Reserved.

All Rights Reserved.5 day) ITIL V3 © Pink Elephant 2007.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 (. 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 D S /R BA OL CY ITIL Service Lifecycle Modules ITIL Service Capability Modules CL E E BA SE LI FE D ITIL Foundation for Service Management .

Advanced SM Professional Diploma ITIL Diploma Achieved am 5 Managing through the Lifecycle 15 Credits 16 Credits 3 3 3 3 5 Ca St re pa b il le ity yc 3 St L if ec re am 2 credits ITIL Foundation for Service Management .

5 credits .5 credits V2 Foundation Certificate 1.5 credits V3 Bridge .Advanced SM Professional Diploma ITIL Diploma Achieved V3 Manager Bridge 5 credits 3 5 Managing through the Lifecycle 15 Credits 3 3 3 3 5 16 Credits V2 Service Manager 16 credits 2 credits ITIL Foundation for Service Management V3 Bridge .

Launch June 13th V2 – V3 Foundation bridge in review Lifecycle and Capability Modules in development Professional Module in development .    Foundation Approved .

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? .

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

” ITIL® V3 ITIL V3 © Pink Elephant 2007.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. All Rights Reserved. 37 .

V3 integrates IT and the business into a single ecosystem.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 V3 © Pink Elephant 2007. 38 . ITIL worked to align service management with business strategy. All Rights Reserved.

39 .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. infrastructure and applications are treated as separate and largely unrelated domains LOW Role Of IT/IS In The Organization ITIL V3 © Pink Elephant 2007. 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. All Rights Reserved.

40 .The Service Orientation Journey Source: Service Strategy ITIL V3 © Pink Elephant 2007. All Rights Reserved.

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

© Pink Elephant 2007. All Rights Reserved.

41

ITIL V3 Service Lifecycle Model

ITIL V3

© Pink Elephant 2007. All Rights Reserved.

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 customer’s business objectives  Is perceived by the customer as a coherent whole

ITIL V3

© Pink Elephant 2007. All Rights Reserved.

43

hardware. 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 © Pink Elephant 2007. All Rights Reserved. facilities and people.What Is An IT System?  An integrated composite that consists of one or more of the processes. 44 . software.

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 ITIL V3 © Pink Elephant 2007. 45 . All Rights Reserved.

46 . Processes ITIL is a Service Management Framework. ITIL V3 © Pink Elephant 2007. All Rights Reserved. This means that the processes described by ITIL exist for the primary purpose of planning.Services Vs. delivering and supporting IT services.

47 . All Rights Reserved.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 © Pink Elephant 2007.

ESA: Enterprise Services Architecture SOA: Service Oriented Architecture EAI High Technology ITIL V3 EAI: Enterprise Application Integration Process Context Business © Pink Elephant 2007. 48 .Service Oriented Concepts LOW BSM ITIL Granularity ESA OA S BSM: Business Service Mgmt. All Rights Reserved.

Integrated Service Model E-Commerce Service Security Web Hosting Global Product $ Marketing & Webdesign Production Systems Distribution Channel Banking & Credit Card Authorization Finance. ITIL V3 © Pink Elephant 2007. 49 . All Rights Reserved. Billing. Business Support Processes Multiple IT and business services interact to deliver the product to the consumer.

50 . Functions and Roles Service Strategy Service Design Service Transition Service Operations Continual Service Improvement Source: Service Strategy ITIL V3 © Pink Elephant 2007. All Rights Reserved.Closed Loop Service Eco-System Processes.

Service Portfolio Management Service Portfolio Service Catalogue Service Pipeline Continual Service Improvement 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. 51 . All Rights Reserved. (Service Portfolio & Financial Management ) ITIL V3 Source: Service Strategy © Pink Elephant 2007.

Service Transition V Model ITIL V3 © Pink Elephant 2007. 52 . All Rights Reserved.

All Rights Reserved. Development.Defining IT Services Environment Organization Corporate or Management Processes Business Support Processes General IT Services Innovation. Knowledge Transfer Processes Inputs. data. 53 . Primary Business Processes Products and Services Source: ITIL – The Business Perspective On Your IT Infrastructure. etc. Understanding & Improving ITIL V3 © Pink Elephant 2007. materials.

Map IT components to IT systems (configuration management). Example IT Service Email Example IT Systems MS Exchange Lotus Notes ITIL V3 © Pink Elephant 2007. Develop service offerings. 54 . All Rights Reserved. Map IT systems to IT services.Service Definition Process      Define major business functions and processes. Define facilitating IT services.

All Rights Reserved.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 © Pink Elephant 2007. 55 .

All Rights Reserved. 56 .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 © Pink Elephant 2007.

57 .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 © Pink Elephant 2007. All Rights Reserved.

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 © Pink Elephant 2007. All Rights Reserved. 58 .

Customer-Focused Model for IT ITIL V3 © Pink Elephant 2007. what it delivers.The Service Catalog  Cornerstone for managing the business of IT  The Service Catalog is IT’s vehicle for defining. 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. prioritizing and marketing what it does for internal customers and users  Clearly communicates to all stakeholders the value of IT. including pricing and costing  Single point of contact for all demand The Service Catalog is the Key Enabler in Transforming to a ServiceCentric. 59 . All Rights Reserved.

conditions and controls defined in the Service Catalog are integrated into the service delivery processes of the organization  Entitle. in order to form a more perfect union (alignment with the business).  “We the people (of IT). authorize. control. charge. and on what terms. establish justice and insure domestic tranquility…”  What type of restaurant are you?  Actionable. in that the key terms. 60 . account ITIL V3 © Pink Elephant 2007. in that it defines what IT does and does not do. All Rights Reserved. in that it provides the means by which IT and its customers coordinate and conduct business  What do people want to do?  Governing.Three Natures Of The Service Catalog  Constitutive.

61 . All Rights Reserved.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 © Pink Elephant 2007.

All Rights Reserved. 62 .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 © Pink Elephant 2007.

Infrastructure Service Professional Service SO Hosting SO Security Mgmt Process Owner Process (Incident) © Pink Elephant 2007.IT Services & Processes  Application Services  Infrastructure Services  Professional Services Client SLA Service and Process Organizations tied together by SLM App. Infrastructure SLM Application Service Service Owner Process Improvements based on Service Reporting SO Desktop Business App. Dev. All Rights Reserved. ITIL V3 63 .

All Rights Reserved.CMDB Data Model Structure Logical Business Process Product Line of Business SLA Business Unit Service Customer Facing IT Service OLA Service System Dept. 64 . Supporting IT Service System Physical SLA Data base User Contract ITIL V3 Physical & related CIs that belong to the System © Pink Elephant 2007.

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 © Pink Elephant 2007. All Rights Reserved. Hardware Software People Indirect Costs Hardware Software Facilities Overhead Costs External Svc. 65 .Service Based Costing External Service Software People Transfer Hardware Facilities Cost Elements Direct Costs External Svc.

All Rights Reserved. 66 .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 © Pink Elephant 2007.

that are not directly attributable to any of the IT services (i. software. Finance. 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 © Pink Elephant 2007.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. for services that are shared between multiple client facing services Direct Costs: Costs of hardware. software. FTE. etc) Indirect Costs: Costs of hardware.: HR. FTE. All Rights Reserved. 67 . software.. FTE. etc. etc.. Executives..e. etc.

All Rights Reserved. 68 .Service Integration Requirements Service Portfolio Service Catalog Budget & Client Bill CMDB Service Model ITIL V3 © Pink Elephant 2007.

69 . All Rights Reserved.Transforming To ITSM Today’s IT Organizations      Focused on Technology Firefighting Mode Organizational “Stovepipes” Unknown Costs Technical Metrics Tomorrow’s IT Organizations      Focused on Customer Outcomes Demand-Driven Enterprise Services and Process Financial Transparency Business Value ITIL V3 © Pink Elephant 2007.

Questions so far? .

ITIL® V2 Or V3 Key Questions & Areas To Consider For Business Planning .

OLA’s. SLR’s 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. Customers & Users Availability Management Availability Plan AMDB Design Criteria Targets/Thresholds Reports Audit Reports Queries Enquiries Capacity Management SLA’s. Decisions Management Tools Incidents Incidents The Business.Decisions. 72 . Changes © Pink Elephant 2007. All Rights Reserved. Customers & Users Difficulties Queries. Exceptions. 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.

IT Operations.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. 73 . 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) © Pink Elephant 2007. All Rights Reserved.

All Rights Reserved. 74 .So if we add these to our process journey… What about our work in V2? ITIL V3 © Pink Elephant 2007.

Compared V2 Process To Same In V3 ITIL V3 © Pink Elephant 2007. 75 . All Rights Reserved.

All Rights Reserved.Incident Management  Goal – same  New terms or ideas:  Timescales – stage timelines  Incident models  Provides clarity regarding major Incident handling  Rename. 76 . 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 © Pink Elephant 2007.

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. customer surveys (techniques. 77 . central. All Rights Reserved. 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. communications and data ownership  Summary – valuable update – lacks a bit in terms of the details of logistical guidance provided in V2 ITIL V3 © Pink Elephant 2007. OLA/contract. metrics. use of super users. advantages/disadvantages)  Candid discussion of outsourcing and considerations including tool.

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. All Rights Reserved. recording known application errors at Release Proactive problem management tied to CSI  Activities and concepts:  Summary – simplifies flow. pain value analysis. not a condition ITIL V3 © Pink Elephant 2007. brainstorming. Known Error is a state of information. 78 .Problem Management   Goal – same New terms or ideas:  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.

All Rights Reserved. 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  Activities and concepts:  Summary – process is more flexible and straight forward.Change Management  Goal – business focused. very similar to V2 process ITIL V3 © Pink Elephant 2007. 79 . 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.

Service Asset & Configuration Management  Goal – focused on the logical model of IT services. 80 . now includes DSL and DHS with different descriptions. extended the CDMB concept ITIL V3 © Pink Elephant 2007. 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.Configuration Management. All Rights Reserved.

Release Management Release & Deployment Management   Goal – simplifies definition – service delivering value to customer New terms:      Release Package. 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 © Pink Elephant 2007. deployment plans  Transfer. All Rights Reserved. 81 81 81 . test and deploy – integrate validation and testing. deployment. release and build. logistics and delivery. service rehearsal. pilots.service release testing. 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. release packaging  Service testing and pilot . pilots  Plan and prepare to deploy – readiness assessment. financial and commercial  Build. documentation. acquire and test.

All Rights Reserved. greatest change is creating a separate process for the Service Catalog ITIL V3 © Pink Elephant 2007.Service Level Management  Goal – similar  New terms:  None  Activities and Concepts:     Similar activities but with different names Integration with Service Catalog management Develop contacts and relationships Complaints and compliments  Summary – very similar process. 82 .

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. All Rights Reserved. content additions. 83 . look to V2 for additional tools and techniques ITIL V3 © Pink Elephant 2007. monitoring and reporting Revised design for availability Availability testing Planned and preventative maintenance and maintenance schedules Production of Projected Service Availability (PSA) document  Activities and Concepts:  Summary – better organized.

All Rights Reserved.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)  Activities and concepts:  Exploiting new technologies  Threshold management and control  Summary – little change from V2 ITIL V3 © Pink Elephant 2007. 84 .

financial decisions and cost recovery ITIL V3 © Pink Elephant 2007. All Rights Reserved.Financial Management  Goal – same  New terms or ideas:            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  Activities and concepts:  Summary – expansion of V2 – specific to service valuation. 85 .

All Rights Reserved. 86 .IT Service Continuity Management  Goal – same  New terms or ideas:  MOR principles replacing CRAMM  Sample ITSCM plan included  Descriptions of various types of necessary recovery plans (addition)  Expansion of the types of operational tests  Activities and concepts:  Simplified operational management  Summary – very similar description and concepts. better alignment with Business Continuity Management ITIL V3 © Pink Elephant 2007.

All Rights Reserved. 87 .I’m 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 I’m doing and re-think my approach?  Is there a natural order to thinking this challenge through? ITIL V3 © Pink Elephant 2007.

Understanding & Improving ITIL V3 © Pink Elephant 2007. All Rights Reserved.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? Continual Service Improvement Source: ITIL – The Business Perspective On Your IT Infrastructure. 88 .

All Rights Reserved.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 © Pink Elephant 2007. 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 © Pink Elephant 2007. All Rights Reserved. 90 .

All Rights Reserved. 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) © Pink Elephant 2007.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. 91 .

How Do I Tie Into The Other V3 Processes? A Roadmap for you! The way forward and priorities ITIL V3 © Pink Elephant 2007. 92 . All Rights Reserved.

All Rights Reserved. 93 .In Summary…Bringing 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 © Pink Elephant 2007.

Master your semester with Scribd & The New York Times

Special offer for students: Only $4.99/month.

Master your semester with Scribd & The New York Times

Cancel anytime.