ITIL Version 3
What’s New, What’s Changed
Don Boylan
Pultorak and Associates
What’s New In ITIL Version 3
• Presented by Donald Boylan
• Service Manager Consultant
• Pultorak & Associates
• don.boylan@pultorak.com
• http://www.pultorak.com
Abstract
The Office of Government and Commerce of Brittan
recently released version 3 of the Information
Technology Infrastructure Library (ITIL) which gives
guidance on the application of IT Best Practices in IT
operations. ITIL v3 has changed from the ITIL v2 focus
on process to a more comprehensive view of the
complete IT service lifecycle.
Don Boylan will discuss how ITIL v3 differs and
complements the ITIL v2 process focus, and how the
service lifecycle approach can better align the IT
serviced offerings with the business strategic plan.
What Is ITIL
• ITIL is the Information Technology
Infrastructure Library
• It provides a framework for implementing and
delivering IT Services
• It is a library of books introduced by the
British Government in order to improve the
overall quality of IT services
History Of ITIL
• Version 1 was introduced in the early 1980’s
by the British Government
• Consisted of 10 books, one for each identified
process
Problem
Management
Availability
Management
Change
Management
Service Level
Management
Configuration
Management
Contingency
Planning
Help Desk
Capacity
Management
Software
Distribution & Control
Cost
Management
History Of ITIL
• It was revised with the introduction of Version 2
in the 1990’s to better align with evolving IT
practices
• Consisted of two core books that contained the
ITIL Version 1 10 processes
• Included an additional five supplemental books
Service
Support
Service
Security
Business
ICT
Application Planning to
Delivery Management Perspective Infrastructure Management Implement
Support
History Of ITIL
• Version 3 of ITIL was announced in
December 2006 and released in May 2007
• Consists of five volumes that contain all
previous process plus new ones
• Changes the focus to Service Management
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service
Improvement
The New Focus Of ITIL Version 3
• ITIL Versions 1 and 2 were focused on IT
Processes
•
Incident, Problem, Change, Configuration,
Release, Service Level, Availability, Capacity,
Continuity, Financial
• Version 3 of ITIL has changed the focus to
the Service Lifecycle
•
Service Strategy, Service Design, Service
Transition, Service Operation, Continual Service
Improvement
Service Lifecycle Approach
Continual Service
Improvement
Service
Design
ITIL®
Figure ©Crown copyright 2007. Reproduced under
license from OGC
Service Strategy
Ensuring services meet business
needs
Service Design
Designing the services
Service Transition
Moving services into production
Service Operation
Ongoing management of services
Continual Service Improvement
Evaluating services and finding
ways to improve them
ITIL Version 3 Process Map
Changed Processes
• Service asset and configuration
management
•
Increasing the breadth of information
captured
• Problem management
•
Known Error can be raised at any point of a
Problem’s lifecycle
• Continual service improvement has
dedicated lifecycle and processes
New Functional Management Groups
Application
support
IT Operations
Management
Application
Management
Management,
Maintenance of
the IT infrastructure
Technical
Management
Design, test,
Improvement of
IT Service CIs
New And Changed Terms
• Change Management CAB/EC now ECAB
• Definition of utility versus warranty
• Differentiation of resources versus
capabilities
• The role of governance across the service
lifecycle
• The service portfolio
•
•
•
Core services
Supporting services
Service level packages
New Tools
• Definitive Media Library
• Service Knowledge Management System
• Configuration Management System
Definitive Media Library
• A secure library, stores definitive authorized versions of
all media CIs
•
•
•
•
Master copies of versions that passed quality assurance
checks
Purchased software and license information
In-house or custom-developed software
Controlled documentation
• May consist of one or more software libraries or filestorage areas
•
Separate from development, test or live file store areas
• Replaces the Definitive Software Library (DSL) of ITIL
V2
Service Knowledge Management System (SKMS)
• A data repository which contains
knowledge of services provided
•
•
Overarching set of repositories
Data used in support of Service Management
and processes that are in need of integrating
data between them
SKMS
Decisions
CMS
CMDB
Configuration Management System Tool
Presentation
Layer
Portal
Knowledge
Processing
Layer
Information
Integration
Layer
Configuration Life
Technical
Quality
Cycle View
Configuration View
Management
Project
Service Applications
View
configurations
Application
Asset and
Service Strategy,
Environment
Configuration
Design, Transition,
Test Environment
Management
Operations
Infrastructure
Policies,
configuration
Processes,
baselines and
Procedures, forms,
Search, Browse, Store, Retrieve, Update, Publish, Subscribe, Collaborate
templates,
checklists
Performance Management
Forecasting, Planning,
Reporting
Modelling
Budgeting
Change and Release
View
Schedules/plans
Change Request
Status Change
Advisory Board
agenda and
Asset Management
View
Financial Asset Asset
Status Reports Asset
Statements and Bills
License Management
Asset performance
Query and
Analysis
Monitoring
Scorecards, Dashboards
Alerting
Business/Customer/Supplier/User – Service – Application –
Infrastructure mapping
Service Portfolio
Service
Catalogue
Common Process,
Data and
Information
Service Desk View
User assets
User configuration,
Changes, Releases,
Asset and
Configuration item
and related
incidents,
problems,
Service
Model
Schema
Mapping
Integrated CMDB
Meta Data
Management
Data
reconciliatio
n
Service Release
Data
synchronization
Service Change
Extract,
Transform,
Load
Mining
Data Integration
Data and
Information
Sources
and Tools
Project
Documentation
Filestore
Structured
Project
Software
Definitive
Media Library
Definitive
Document
Library
Definitive
Multimedia
Library 1
Definitive
Multimedia
Library 2
Physical CMDBs
CMDB1
CMDB2
CMDB3
Platform
Configuration
Tools Eg. Storage
Database
Middleware
Network
Mainframe
Distributed
Desktop
Software
Configuratio
n
Managemen
t
Discovery,
asset
Managemen
t and audit
tools
Enterprise
Applications
Access Management
Human Resources
Supply Chain
Management
Customer
Relationship
Management
What The New ITIL Means To You
• Adds a strategic view to IT service
management
• Fills gaps in the ITIL v2 process definitions
• Ensures that IT services are continually
reevaluated for alignment with business
objectives
Questions?
• Please feel free to email me with any
questions that you may have:
•
don.boylan@pultorak.com
For More Information
• itSMF USA Website
•
http://www.itsmfusa.org
• Pultorak & Associates
•
http://www.pultorak.com
• I’ll be available at the Ask-the-Expert
booth at 1:30 p.m.