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ITIL v3 Should Ease Alignment


Mar 20, 2007
By

Jennifer Zaino





Can you give a real-world example of how this might play out?

Yes. For example, say you’re in retail banking, you would have a base of service levels to measure to — a service should be available these certain hours, have this transaction throughput, and in the event of an incident the business continuity plan says the system should be back up in five minutes. Then look at which ITIL processes you need to support that [incident management, change management, measure service levels to provide reports to users]. You can implement this quite quickly in terms of ITIL processes.

In that example you can do the basic things first, and as you become a little more mature, look at linking more elements or becoming more sophisticated with the service levels. Over time, because you are starting to document processes, you will see room for efficiency improvements as well. Part of the iterative development is to plan, do, check, act. Set the process in place, achieve certain levels, and move on from there.

Managing your ITIL implementation this way isn’t exclusive to v3, though — couldn't businesses undertaking ITIL initiatives now be thinking about operating this way, without waiting for the publication of the new texts?

Absolutely you could do it this way with v2. ITIL is common sense. A lot of the best practices were in people’s minds. But in v3 we’ve taken the field experience and modified the guidance to reflect what is really happening in the real world.

A lot of organizations have already made the move to this more cross-process type thought pattern, whether they have started implementing or not. ITIL is now supported well by a large vendor community. The guidance we’ve been giving out has been cross-process guidance for some time now. So, if you are doing v2 today you are well-positioned to move forward, and one of the aspects of that is that in v3, we support all the v2 processes that are in the field to help ITIL practitioners move forward.

There’s always some insecurity when the world changes. But the reality is you can implement ITIL v3 as your organizational appetite allows. If you’re already on that direction by looking across processes, this can only help accelerate your journey.

Any noticeable changes in how people are approaching ITIL?

A year ago, people were starting with incident and problem management as the first processes on top of service desk. One change is that people are looking to do change management first. Very much in the last year, ITIL clients who are fairly mature see value in measuring, monitoring and managing change, as it does have a correlation to the performance of their environment and business alignment. The industry understands the delivery of service is paramount, and managing change, both controlled and uncontrolled, is a key point in helping to control the environment.




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