Archive for the ‘Introduction’ Category
Today, in a discussion at my work, I received a question from a manager wondering where the good old ITIL v2 Service Delivery processes were placed in the ITIL v3 process model. He was asking for the Service Delivery processes and where to find them. I thought I could share the answer with you all:
- Service Level Management moved to Service Design in ITILv3.
- Availability Management moved to Service Design in ITILv3.
- Capacity Management moved to Service Design in ITILv3.
- Financial Management for IT Services moved to Service Strategy in ITILv3.
- IT Business Continuity Management moved to Service Design in ITILv3.
Any more questions??
Author: BestPracticeHelp
What is ITIL v3?
ITIL® stands for the IT Infrastructure Library. It emerged during the 1980’s in the UK as a set of high level processes for providing consistent, low risk IT service and IT service management to an organisation. The copyright is owned by the Office of Government Commerce [OGC (formerly known as CCTA)] and is covered in several publications from the British Standards Institution (BSI).
ITIL v2 was completely updated and released as ITIL v3 during May/June, 2007. Based on ITIL v2 Service Support and Service Delivery publications, ITIL v3 now comprises the following 5 publications:
- ITIL v3 Service Strategy
- ITIL v3 Service Design
- ITIL v3 Service Transition
- ITIL v3 Service Operation
- ITIL v3 Continual Service Improvement
All the above publications are available as a set of books and on CD. The latter may be purchased for stand alone or networked use. To purchase these books or CD sets, go to our bookshop and use the Amazon search box found in the right hand side; use the search criteria “books” and “ITIL Lifecycle”.
Additionally, you can view our free ITIL v3 YouTube video or test your ITIL v3 knowledge by trying your hand at our free ITIL v3 Quiz – just click the website link below.
ITIL v3 is designed around the concept of the Service Lifecycle – 5 phases – from Service Strategy through to Service Design, Transition and Operations with Continual Service Improvement ‘plugging into’ each of the main phases. All the original ITIL v2 processes remain within ITIL v3, however there are some minor changes. For example, Incident Management is now responsible for Major Incidents instead of Problem Management.
Naturally, new certification schemes have arisen to allow individuals to take examinations in ITIL v3. One may qualify at Foundation, Practitioner or Service Diploma levels. Those already qualified as ITIL v2 Service Managers (“Red Badge”) may take the ITIL Managers Bridging examination to become ITIL v3 Diploma certified.
ITIL v3 Take Up
At the time of writing – late 2008 – very few organisations are making to leap to implement or upgrade to ITIL v3. There are many reasons for this:
- The current economic crisis (lack of finances available)
- Lack of appetite
- Lack of current process maturity (ITIL v2)
- Internal politics (culture)
- Lack of ability/expertise in the market.
Visit http://www.bestpracticehelp.com for totally free ITIL forum, articles, jobs, market rates, online quizzes, downloads, video presentations and more about ITIL v2, ITIL v3, COBIT, TOGAF, PRINCE2, MSP, Six Sigma, MOF and much more. No sign up or registration required.
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Article Source: ArticlesBase.com – What is Itil V3
ITIL Version 3 is all about IT Service Management. ITIL V3 contains the following core publications:
- Service Strategy
Service Strategy is about the identification of market opportunities for which services could be developed. This is done in order to meet a requirement on the part of customers. Output of the Service Strategy is a strategy for the design, implementation, maintenance and continual improvement of the service as an organizational capability and a strategic asset. Key areas of the Service Strategy volume are:- Service Portfolio Management;
- Financial Management.
- Service Design
Service Design is about the activities that take place in order to develop the service strategy into a design document. This design document addresses all aspects of the proposed service, as well as the processes intended to support it. Key areas of the Service Design are:- Availability Management;
- Capacity Management;
- Continuity Management;
- Security Management.
- Service Transition
Service Transition is about implementing the output of the service design activities and the creation of a production service or modification of an existing service. There is an area of overlap between Service Transition and Service Operation. Key areas of this volume are:- Change Management;
- Release Management;
- Configuration Management;
- Service Knowledge Management.
- Service Operation
Service Operation is about the activities required to operate the services and maintain their functionality as defined in the Service Level Agreements with the customers. Key areas of this volume are:- Incident Management;
- Problem Management;
- Request Fulfilment.
A new process added to this area is Event Management, which is concerned with normal and exception condition events. Events have been defined into three categories:
- Informational events — which are logged;
- Warning events — also called alerts, where an event exceeds a specified threshold;
- Critical events — which typically will lead to the generation of Incidents
- Continual Service Improvement
Continual Service Improvement is about the ability to deliver continual improvement to the quality of the services that the IT organization delivers to the business. Key areas of this volume are:- Service Reporting;
- Service Measurement;
- Service Level Management.
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What is Service Management?
To understand service management, we have to take a look at services, and at the way services management enables the delivery and management of these services for service providers.
A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
Outcome is here meant to be an functional product or capability that enables a customer to achieve his business goals. It can mean an more effective way to work or a service that enables people to work ‘any time – any place – any where’.
The desired outcomes for the customer are the main reason why they would want to buy and use the service. The value of the service is directly related to how much it helps the customer achieve his business goals.
Service management is what enables a service provider to understand the services they are providing, to ensure that the services really do facilitate the outcomes their customers want to achieve, to understand the value of the services to their customers, and to understand and manage all of the costs and risks associated with those services. Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services.
Service management is concerned with more than just delivering services. Each service, process or infrastructure component has a lifecycle, and service management considers the entire lifecycle from strategy through design and transition to operation and continual improvement.
The inputs to service management are the resources and capabilities that represent the assets of the service provider. The outputs are the services that provide value to the customers.
Effective service management is itself a strategic asset of the service provider, providing them with the ability to carry out their core business of providing services that deliver value to customers by facilitating the outcomes customers want to achieve.