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The Buzz About ITIL V3, Part 1

May 29, 2007

Jennifer Zaino

Ken Turbitt, BMC Software global best practices director:

  • ITIL: Revolution or Evolution?:

    In various meetings at BMC UserWorld EMEA in Prague, where we had the privilege of having Sharon Taylor (Chief Architect of ITIL V3 and Chief Examiner of ITIL V3) together with Michael Nieves (Accenture and co-author of the Service Strategies book), it became apparent that ITIL V3 is not a revolution, just an evolution. In fact, it is simply catching up with that is actually happening today in the market. Yes, it has brought in some new thinking and processes, but these are in place in many organisations today.

  • New elements, holistic approach:

    The life-cycle approach is a new way of looking at IT, getting away from the silo approach of functions, and taking an holistic approach to services: From Strategy, and how this integrates with the business strategy, goals and objectives, through into the Design of the service based on that strategy, to Transitioning that design whilst managing or minimising the disruption, and on into Operations of that new service until the end, with continual improvement at each phase.

  • New ideas in version 3 are not necessarily new to the industry:

    The new ideas include:

    -- BSM (business service management)- Already in the market with many organisations and vendors. This is now defined and recommended as a Strategy and Design in V3.

    -- Business Impact Analysis – Assessing the Events, Incidents, Problems and Changes in terms of the possible or actual impact on the business.

    -- Request Fulfillment – Many organisations are doing this today, but using Incident Management to record standard repeatable requests. ITIL v3 has recognised this and makes the separation, ensuring disruption to service is managed with Incident Management and Standard requests managed this way.

    -- Access Management – Controlling access to the infrastructure with auditing.

    -- Configuration Management System – Moving with the market to show that a CMDB is just a database; what is needed for Configuration management is a system incorporating Discovery, Topology, Reconciliation and reporting together with a federated CMDB. This makes up a CMS.

    -- Knowledge Management – Moving the Known Error Db within Problem management to a more mature KM system with skills, roles, responsibility details.

    -- Service as an Asset with Utility and Warranty – A new way of thinking that a service could be an asset, with costs and revenues associated to it, so it now needs to be viewed with its utility (fir for purpose) and warranty (supportability, already in V2, capacity, availability, etc.)

    -- Service Portfolio Management – A layer above Service catalogue to incorporate Service Projects, Costs, Resources, etc., for analysis and management of all that is happening with the IT services.

    So as you can see, whilst these are new in ITIL V3, they are not new in the market and many organisations are already delivering these functions, just under different names.

  • Making the Move From Version 2:

    Someone recently asked me, will it be difficult to move from V2 to V3? My response was, tell me when people have V2 implemented and I will tell you how difficult to move. Very few have all seven core V2 books implemented, and even fewer the remaining 30 books in the library. So why would they all suddenly implement all of V3? They need to read, understand, and decide what needs changing from how they deliver services today. Maybe it’s more a through process change than anything else.