The evolution of ITIL

1
The evolution of ITIL Service Management
2
Jane Clark

• Management Consultant
• ConnectSphere

3
Why do Projects Fail? BCG (94/95)

• Soft factors
• Vision, culture, employee motivation, top-down v.
  participatory
• Harder aspects - DICE
• Duration
• Short projects total length
• Long projects time between formal reviews
• Integrity
• Project teams ability to successfully complete
  the project on time
• Commitment
• Senior management
• Local level
• Effort
• How much work does the change initiative require
  above the regular workload of the employee

4
IT Service Management Framework

• Supplementary Material
• ITIL Self Assessment Questionnaire
• Managers Guide to Service Management (BIP 0005)
• ITSM Self-assessment Workbook (BIP 0015)

Formal Standard(ISO/IEC20000 or local variant)
Part 1 Specification
Part 2 Code of Practice
ITIL, BSI Achieving ISO/IEC 20000 series
Best Practices
Implementation service improvement plans
Policies, processes, procedures
5
ITIL V2 Books
6
ITIL Service Management
IT Service Support
Release
Service Desk
Configuration
Change
Problem
UsersCustomers
Incident
Availability
Service Level Management
Capacity
IT Continuity
IT Finance
IT Service Delivery
7
ITIL V3 The Service Lifecycle

• Business and IT integration
• Measuring IT in business value outcomes
• Global sourcing
• Changing architectures - SOA, service
  virtualisation
• Convergence of strategy, governance and
  management
• Compliance and control
• Complexity of services and systems
• Balancing stability v. responsiveness
• Predictive as well as proactive

8
ITIL V3 The Structure
Core
Complementary
Web
Value added products, process maps, templates,
studies
Core Best Practice Guidance
Support for particular market sector or
technology
Customised implementation
9
ITIL V3 Core Books
Strategy Generation Strategy Implementation Value
Networks Service Portfolio Mgmt, Financial
Management, ROI
Event, Request, Incident, Problem, Technology,
Operations, Access, Monitoring Control
Policy, Planning Imp Five Aspects of Service
Design Availability, Capacity, Continuity,
Service Level Mgmt, Supplier Mgmt. Outsourcing
Design
Measurement, Trends, Reporting Analysis,
Review, Assessment, SIP
Change, Build and Test, Release
Deployment, Service Asset and Configuration,
Knowledge Mgmt
The Big Picture, Service Model Maps, Practice
Basics, Getting Started
10
V3 Manager Bridge 5
V2 Service Manager 17
V3 Bridge
V3 Bridge
V2 Foundation Certificate
11
Jane Clark ConnectSphere Business Technology
Centre Bessemer Drive Herts. SG1 2DX Tel 44
(0)845 838 2345 Fax [phone]
2346 enquiries_at_connectsphere.com