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ITIL Version 3 to Stress Alignment Integration

Jan 22, 2007

Jennifer Zaino

“Version 2 is just as valid, depending on what you do for your organization,” Turbitt says. “If you understand the various functions [of version 2], it’s easier to take a lifecyle approach to the functions, vs. documenting them all over again. It’s not a major jolt or shift in the market because implementing ITIL is not a short project.”

At the most, some organizations may slow down their current implementations, as they investigate how to use some of the new information.

One question that may come up for users is the role of the CMDB (configuration management database) in ITIL 3, which Turbitt says is being renamed the Configuration Management System. Turbitt speculates that the renaming will be related to promoting the CMDB from a dumb database with good structure to something operational, with the inclusion of analytical tools surrounding the database, data collection tools to bring in information, and reconciliation tools for data integrity; as he terms it, “a collection of applications and processes that make that database live.”

And if that’s the case, he believes BMC is well-positioned with its Atrium CMDB product, which includes database tools, a reconciliation engine, the CMDB, and analytics for reporting against it.

Most vendors will need to make some enhancements to their architectures or bring in new capabilities to address ITIL version 3’s lifecycle approach. While BMC has already designed its business service management products to support the lifecycle approach, Turbitt says he expects his company will have to do some new development or acquisition in one area to support Version 3 requirements, which he declined to name.

In the meantime, BMC this quarter expects to roll out a service request system that will make change management more accessible to users via web-based, standard requests for services (such as user provisioning). Also on the schedule in this timeframe is a product aimed at transaction management.

“Part of ITSM is looking at availability from the user down to the infrastructure,” says Turbitt, “so you can manage that transaction as it goes through the infrastructure.”