ITIL v3: Evolving IT Service Management Practices for Strategic Business Growth

1. ITIL v3 – Familiar Ground, New Territory David Cannon ITSM Practice Principal - HP

2. Agenda • Why Update ITIL? • What is different about ITIL v3? • What is the same? • Some myths • What will happen next?

4. Why Update ITIL? • The industry has matured since 2000 • ITIL v2 tells us ‘what’ not ‘how’ • What is the Return on Investment? • What about suppliers and customers? • An integrated process model • Application in different contexts

5. Process Orientated Working Service Level Management Change Management Problem Management

6. The Problem with Processes • Processes help to organise work better • They are aligned to activity and output, not necessarily to value • You have to know what you want to achieve, or else assume that the customer does • Processes are not strategic • Bottom line: Managing IT needs more than just a set of processes, people and tools

7. ITIL v3 • Creating a way to integrate IT Processes, People and Tools with the Business Strategy and Outcomes • Seeing IT as a Strategic Business Unit

8. What is Different about v3?

9. Global Collaboration • Public opinion surveys • ITIL Advisory Group – 40 countries • ITSM community stakeholders • Standards, Qualifications, Practices • Rapid language translations • Formal mappings • Integrated Service Lifecycle process maps

10. ITIL V3 – The Structure Web Core Complementary Value added products, process maps, templates, studies Core Best Practice Guidance Support for particular market sector or technology Customized implementation

11. Continual ServiceImprovement ServiceDesign ServiceStrategies ServiceOperation ServiceTransition ITIL

12. CIO’s IT Managers Consultants Practitioners Vendors

13. SS - Practical Decision Making • Business Eco systems • From value chains to value nets • Linking to external practices and standards • Adaptive processes for customers, services and strategies • Managing uncertainty and complexity • Increasing the economic life of services • Selecting, adapting and tuning the best IT service strategies

14. IT Managers Consultants Practitioners Outsourcers Vendors

15. SD - Pragmatic Service Blueprint • Policies, Architecture, Portfolios, service models • Effective technology, process and measurement design • Outsource, shared services, co-source models? How to decide & how to do it • The service package of utility, warranty, capability, metrics tree • Triggers for re-design

16. IT Managers Consultants Practitioners Outsourcers Vendors

17. ST - Managing Change, Risk & Quality Assurance • Newly designed Change, Release & Configuration processes • Risk and quality assurance of design • Managing organization & cultural change during transition • Service management knowledge system • Integrating projects into transition • Creating & selecting transition models

18. IT Managers Consultants Practitioners Outsourcers Vendors

19. SO - Responsive, stable services • Robust end to end operations practices • Redesigned, incident and problem processes • New functions and processes • Event, technology and request management • Supporting strategy, design, transition and improvement • SOA, virtualization, adaptive, agile service operation models

20. IT Managers Consultants Practitioners Outsourcers Vendors

21. CSI - Measures & Improvements that Work • The business case for ROI • Getting past just talking about it • Overall health of ITSM • Portfolio alignment in real-time with business needs • Growth and maturity of SM practice • How to measure, interpret and execute results

22. ITIL in Context ISO/IEC 20000 SOX Certified Training ISO/IEC 17799 ISO/IEC 19770 CMMI TOGAF e-TOM Six Sigma PMBOK PRINCE2 SOA COBIT M_o_R

23. Complementary Series • How to apply the core materials in different contexts • Cross reference to external practices and standards • Enhancing the core materials • Tracking industry developments and relating them back to the core • Case Studies • Integrated lifecycle model • Certification aids

24. Myths, rumours, speculation • I’ll have to re-certify everyone • All the ITIL processes I know today will be gone • I’ll have to buy new tools • The ITIL processes I use today won’t work in the V3 service lifecycle • V3 is an add-on to V2 • I have to throw out v2 to implement v3

25. V3 – How will it affect You? • Qualifications • New Scheme • Enhanced learning • Upgrading • More choice • Standards • Aligned to 20000 • Links to Security • Links to Asset • Links to Governance Customers Vendors Service Providers • Your ITSM Practice • Greater scope • Greater flexibility • Current with industry directions • Complementary to other common practices • Easier to start, operate and mature • Relevant to the real issues and opportunities • Enhanced ability to prove ITSM ROI

26. What’s next ? • Editorial Board review – March • Marketing Launch – Oct • ITIL Advisory Group QA review – Oct / Nov • International Public QA review – Nov / Dec • itSMF International IPESC Endorsement – Dec / Jan • Translations begin - April • Publication Production & Launch – May 30th • Qualification Scheme finalized - Summer Final Countdown