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Sunday October 14, 2007
ITIL v3 The New Strucutre (Part 2)
The
most recent version of ITIL, V3 represents an important evolutionary
step in the life of Service Management.. The advocates say “ The
refresh has transformed the guidance from providing a great service
to being the most innovative and best in class”. The
detractors say “Actually, much of Version 3 is a cry for
acceptance at higher levels in the organisation (or a power grab for
more of the business, depending on your perspective).”
My
opinion having burnt the midnight oil reading the five new books is
there is truth in both. I have not yet decided if I am an advocate or
a detractor; the proof for me will be in the implementation, which I
or anyone else have yet to attempt.
At
a high level the changes reflect the way IT Service Management has
matured over the past decades.
For
example:
-
Where
V2 talked about a Collection of Integrated Processes, V3 emphasises a
Holistic Service Management Life cycle
-
Where
V2 talked about Business and IT Alignment, V3 emphasises Business and
IT Integration.
-
Where
V2 talked about Incident Management, V3 talks about multi-level
Incident Categorization and Request Fulfilment.
-
Where
V2 talked about Value Chain Management, V3 emphasises Value Network
Integration.
-
Where
V2 talked about Linear Service Catalogues, V3 emphasises Dynamic
Service Portfolios.
In
addition there are other significant differences, as the main focus
is on the service life-cycle with a secondary focus on process. The ISO/IEC 20000
standard has been aligned to ITIL
V2 but ITIL V3 also provides for
support in the form of a balanced
scorecard for the fulfilment of other compliance requirements such as
SOX, Basel II, HIPPA, etc. It utilises The Deming Quality Cycle as
the basis for quality management in the Continual Service Improvement
Book.
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