b - ITIL v3 - The Future - ITIL v3 – The future At long...

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Unformatted text preview: ITIL v3 – The future At long last we now have a full view of the ITIL refresh or version3 as it is being labeled. It is in fact the next logical step in the evolution of Service Management and I hope many organisations will, given time agree. Let me put this in to context. We can look back on version1 as a series of 40 books that, while individually the content was good, they had no real structure or linkage between them. These books very soon found their way from the public domain in to the private sector and continued to flourish. In doing so, this cross pollination started what we now call best practice guidance. The United Kingdom Government was, and continues to be, responsible for ITIL, firstly as the Central Computing and Telecommunications Agency (CCTA) and latterly thorough the Office of Government Commerce (OGC). Contributions were sought from both the public and private sector and by consulting with a large section of the user community, some of whom were suppliers (HP was one) who not only commented but provided real life experience – this diversity of contributions ensured that the material was neither prescriptive nor proprietary. By Version2 ITIL was down to a set of seven books. (see diagram below) In order to encourage further take-up, internationally recognized examinations via the ISEB and EXIN were created. From the early days a user group / forum had been formed. dedicated to the promotion of best practice based on ITIL, this was to become the itSMF (IT Service Management Forum) which is now an International organisation with “chapters” in over 40 countries. So why the change? T h e B u s i n e s s Planning to Implement Service Management T h e Service Management The Business Perspective Service Support ICT Infrastructure Management Service Delivery Security Management Applications Management T e c h n o l o g y ITIL version2 Over the past seven years the take up of ITIL has been phenomenal, from virtually a standing start the itSMF claims over 6,000 member organisations with over 70,000 individuals and is still growing – see www.itsmf.com Although ITIL was now seven books most organisations tended to concentrate on just two of the books, “Service Support” and “Service Delivery”, leaving the other five on the periphery. Whilst we always referred to the seven books and “end to end service management”, in reality most attention was focused on the “day to day fire fighting” that tended to plague IT departments; this was also the focus of the examinations and certification and as a result the ten processes in Service Support and Service Delivery were seen by many as the complete ITIL. While not ideal, organisations and people began to adopt ITIL and they did so in great numbers! From an enlarged community there was more conversation and discussion and it was not long before questions were asked about the complete lifecycle and what were seen as omissions from the books. What were described as omissions were in fact, in the most part, evolution in action, the books and best practice were actually evolving! Some of the more immediate “omissions” were used and incorporated by the BSI ,in supporting the creation of what is now ISO20000 (originally BS15000), but there was clearly work to do. Organisations began to recognize that IT was fast becoming a major contributor and integral partner in creating business wealth. Added to which the complexity of business processes was ever increasing and that to truly succeed we would not only have to look at the landscape from different perspectives but we would also have to change the perception of IT, from being seen as a business cost to that of adding business value. To complicate matters further technology had moved on, the appearance of governance and regulatory requirements such as Sarbanes Oxley, other frameworks and methodologies appeared for example COBIT. All this, plus the repeated cries for information on “how to…”, meant there was no alternative but to undertake a refresh programme – evolution demanded it. ITIL an Architectural Journey Role of the IT Function ITIL v3 Service Management Focus: Business-IT Alignment & Integration Strategic Partner • Service Mgmt for Business & Technology • Automated and Integrated Operations • Strategy and Portfolio Governance • Continuous Improvement IT Service Management Service Provider ITIL v2 IT Infrastructure Management GITIM (ITIL v1) Focus: Quality and Efficiency of IT Processes • IT is a service provider • IT is separable from business • IT budgets as expenses to control + Focus: Stability and Control of the Infrastructure • IT are technical experts • IT concerned with minimizing business Technology Provider disruption • IT budgets are driven by external benchmarks Time The diagram above shows the evolution of ITIL. In support of version2, HP created its ITSM reference model as did other suppliers with their own models. Each of these was entirely based on ITIL, this was the first sign that the boundaries were once again being pushed and evolution had started. Good news, the Service Management community was now truly global and people world-wide were voicing opinion and contributing to the debates which gave both strength of purpose and the ability to deliver. The OGC in the UK, who own the copyright, recognized the international dimension, after all they helped to create it, and decided to appoint Sharon Taylor from Canada as chief architect - the work began. Authors were appointed from the international community – two for each of the new books. With input from a cast of thousands the editorial teams produced the 5 core books - ITIL version3 is launched. Support for particular market sectors or technologies Core Best Practice Guidance ITIL version3 Value added products, process maps, templates, studies etc In short, ITIL version3 drives the need to look at end to end service lifecycles. Business has to constantly change in order to stay ahead of the market and remain competitive, this need has to be reflected and translated in to the IT services, processes, tools and technologies that underpin and support the business, the foundation for this is ITIL. Version3 now begins at the beginning with the need to create a Service Strategy, this should be based on a current business strategy and as this strategy changes so should its IT equivalent. From the strategy should emanate a Service Design, not simply a programme or application, but the whole end to end service that is needed to underpin the business service being offered, whether for financial gain or otherwise. It naturally follows that from the design we would then need to consider the implications of Service Transition to supporting the business, mitigate against risk and ensure uneventful deployment on to an existing infrastructure or creating anew. Once successfully deployed we would want to effectively pass control and responsibility to Service Operation in order to will maintain the service (including changes / upgrades etc) until retirement or replacement. Each of these phases naturally overlap, some to a greater or lesser extent, but overlap they do. In addition to which, each of these elements will be subjected to constant review. As the business strategy changes, so does the service strategy. In this situation the use of the Demming cycle “Plan, Do Check, Act” is cited in the final ITIL core book Continual Service Improvement – as with all ITIL implementations continuous improvement is essential and we have already said that businesses change and as a result this will influence the IT Services and the processes we use. A constant, preferably annual review (audit if you like) will ensure that IT is firmly aligning to the needs of the business. We can use a quote by Winston Churchill that aptly describes the completion of any service management implementation or improvement programme, no matter how many processes are involved or whatever the size and cost “Now this is not the end. It is not even the beginning of the end. But it is, perhaps, the end of the beginning” Some simple facts: [1] The processes from version2 are still valid; they have been simply re-worked in to a new more relevant framework to reflect the complete service lifecycle – from service inception to retirement. There are in fact an additional 17 processes in version3 and while this at first may appear to be adding a new level of complexity, is in fact still the same “documented common sense” that we have come to view ITIL as. These additional processes are as you would expect, documented and properly highlighted in terms of their importance as a process and the inter reliance they have on each other. [2] Examinations, no re-certification will be required or will be made mandatory. There will be new exams at Foundation and Practitioner level, the Managers Certificate will be replaced with a more robust, experience based structure (this is still under review, but current thinking, in June 2007, is to use Blooms Taxonomy, as reference to a point based 3-tier qualification leading to a Diploma in Service Management). ...
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This note was uploaded on 10/15/2011 for the course COMPUTER 40443 taught by Professor Safari during the Spring '10 term at Sharif University of Technology.

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