ITIL V3 Perspectives

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The IT Service Blog Presents
ITIL Version 3 Perspectives
TM
Note This Presentation Material is based on the
thoughts and observations of the IT Service Blog
and is not associated or approved by the OGC.
ITIL is a Registered Trade Mark, and a
Registered Community Trade Mark of the Office of
Government Commerce, and is Registered in the
U.S. Patent and Trademark Office. Visit the
Official ITIL site at http//www.itil.co.uk
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Important Notes About This Slide Deck- This
slide deck is based solely on the thoughts and
observationsof The IT Service Blog, based on an
original Webcast viewing, first broadcast on
CIOSearch.com- Sharon Taylor (Chief ITIL V3
Architect) delivered the Webcast- CIOSearch.com
hosted the Webcast- Frontrange solutions
sponsored the Webcast, but haveno affiliation to
the OGC- The full Webcast can be downloaded
here- We recommend that you view this slide
deck FIRST
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Who is Sharon Taylor?
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Sharon presented some background on ITIL Version
3

• 3rd update to ITIL (long overdue)
• Its a Library Refresh programme
• Formal qualification scheme still applies
• Available in 17 languages
• MOF is based on ITIL Framework
• Many empirical studies available for ITIL ROI
• New ITIL Structure to follow

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ITIL Version Three has three predominant
components
Complementary
Web
Core
Core Best Practice Guidance
Support for market sector or technology
Topical Support Products Process Maps Glossary
Customized Implementation

• Predominant themes gt easy implementation,
  thats customised to our world
• Core 5 Books, generic best practice guidance,
  principles that remain constant
• Complementary gt Topic specific books, e.g.
  Targeted towards public sector
  e.g. Financial Sector,
  Manufacturing Sector
• Web gt Complete integrated ITIL process map,
  glossary, standard terms- Bring about a better
  alignment of business and IT Service initiatives
• New library will explore business catalysts

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ITIL V3 will be consistent and practical - IT
Alignment with the business - Explores Service
Models and Business Catalysts - Defines Service
Management Value Propositions - Defines Service
Management Strategies - More of a focus on
Service Process Design, Introductionand
Operation- Return on Investment Measurement
Priorities that the public and companies wanted
to see Improvements to how you can create a
value proposition and demonstrate the ROI of
ITIL were top priority
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Key theme Pragmatic Service Management
Service Design
Principles for Service Management
Service Introduction
Service Improvement
Service Strategies
Service Operations

• Pragmatic, Lifecycle approach
• Proven, measurable and repeatable over a long
  term horizon
• Solid, reliable, long term core best practices
  that dont change much
• Strategy at the hub

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• Complementary Guidance
• Helping people gain Traction in Service
  Excellence
• By providing additional/complementary material
• Governance Methods
• Standards alignment
• Case Studies
• Scalability
• Quick Wins
• Study Aids
• Executive Overviews
• Knowledge
• Skills

• Its all about gaining traction
• Governance Methods (CoBIT and other governance
  methods to enable organizations to make choices
  about all methods)- Case Studies and Templates
  (e.g. for Service Catalogs)- Hub gt Core
  Practices- Spokes gt Particular Technologies and
  Markets

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• ITIL V3 Highlights
• Centered on business value
• Service life cycle focus
• Guidance on Compliance (e.g. Sarbox)
• Balanced Scorecards
• Deming Quality Cycle

- Key gt Centred on business Value- Linkages to
other best practices e.g. Six Sigma- Will help
organizations align their current investment in
Six Sigma to ITIL, for example- ITIL V3 will
use scorecards and Deming cycle (its built in)
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• The Value of ITIL V3
• Focus on Value and ROI
• Self Assessment Guidance
• Maturity Improvement
• Business Case Preparation
• Business Service ROI

• Business Centric Focus
• ITIL V3 will include already existing lifecycle
  management practices
• ITILs role is help you understand the ROI for
  your organization

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• QA Segment (Summary of Questions put to
  Sharon)- Are you aware of efforts to bring
  ITIL to academia? - Carnegie Mellon has a
  practice around Service Management CMM -
  Part of the refresh certification scheme is being
  updated to allow there to be more
  opportunities for academic
• Can you reference any ROI case studies for
  ITIL? - Proctor and Gamble - Caterpillar
• Is there an Ontology for ITIL? - Yes, there
  will be. Probably the itSMF.Will there be a
  structure of ITIL for addressing Outsourcing and
  Shared Services Environments? - Yes, this will
  be addressed in V3 - Driven by many requests for
  Organizations seeking ISO20000 certification
  in the Outsourcers they deal with

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QA Segment (Summary of Questions put to
Sharon)- When is the new version going to be
released? - Begins in September 2006 with the
5 new CORE volumes - Service Design,
Introduction, Operations, Improvements, Strategy
- Authoring underway now by authoring teams
- Complementary publications will follow - What
will be the cost of the books? - Not expecting
any significant changes from todays core -
Some material will be re-used from the library,
especially Service Support and Service
Delivery- What will be the likely changes to
certification? - Many people are asking this
question (of Sharon) - Todays certification
is still valid, but the certification scheme is
changing - EXIN and ISEB exams institutes are
on the V3 project board and they are working
on a new certification scheme, which will be
released after a suitable lag time
possibly 6-12 months after the release of the
books
www.ITServiceBlog.com
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QA Segment (Summary of Questions put to
Sharon)- What will be the impact/implications
to current ITIL shops? - Minimal. This is
purposely so. - Some of the process elements
will shift into the new core texts - e.g.
Planning should be considered in Service Design
and Service Introduction - Not turning the
world on its ear (Sharon) - Positive
Impact (Sharon)- How will the new ITIL
materials be available? - New Topic Guides -
Books, CD-ROM, Free Downloads (Case Studies,
Glossary, Integrated Process Maps) - Audio
Books are a possibility, time depending- Do
you expect monthly or quarterly updates to the
complementary publications? - These will be
updated much more frequently - Looking at
establishing a group to manage templates, white
papers etc - Rapid turnaround in this area -
When will there be an holistic process landscape
for CMM and ITIL? - Formal mapping between
these processes is underway (via OGC) - CoBIT
is already done - Other frameworks and methods
will be considered, there is an interest
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QA Segment (Summary of Questions put to
Sharon)- Are early draft templates available
to enable early alignment? - V3 work has
representatives from around the world (ITIL
Advisory Group) - So, its not being created
in isolation - A Litmus Test is going on all
the time with this group (Vendors too) - In
the next 3-4 weeks the public report on scoping
will be available to the public via
www.itil.co.uk website highlighting the
forthcoming changes - This will be very useful
for helping organizations re-align- Will the
complementary ITIL Guides be broken down into how
a different Sized Organization can best
implement and practice ITIL? - Yes, the
current Implementing ITIL in small
organizations will be re-written and
integrated into the new texts - ITIL will
remain owned by the Office of Government Commerce
(OGC)- ITIL is not being sold - The
forthcoming improvements have been done in a very
open and consultative forum.
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