ITIL Version 3 Whats New Whats Changed Don

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 v 3 has changed from the ITIL v 2 focus on process to a more comprehensive view of the complete IT service lifecycle. Don Boylan will discuss how ITIL v 3 differs and complements the ITIL v 2 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 ice rv ion Se rat e Op S Tr. Seerv Traansrviicce nsiti e itio onn ITIL® Figure ©Crown copyright 2007. Reproduced under license from OGC Service Strategy Ensuring services meet business needs Service Designing the services Service Transition Moving services into production Service Operation Ongoing management of services Continual Service Improvement Evaluating services and finding ways to

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, 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 V 2

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, Processes, configuration Procedures, forms, baselines and templates, Search, Browse, Store, Retrieve, Update, Publish, Subscribe, Collaborate checklists Change and Release View Schedules/plans Change Request Status Change Advisory Board agenda and Asset Management View Financial Asset Status Reports Asset Statements and Bills License Management Asset performance Monitoring Scorecards, Dashboards Alerting Modelling Business/Customer/Supplier/User – Service – Application – Infrastructure mapping Service Portfolio Service Catalogue Common Process, Data and Information Performance Management Forecasting, Planning, Budgeting Reporting Query and Analysis 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 CMDB 1 CMDB 2 CMDB 3 Platform Configuration Tools Eg. Storage Database Middleware Network Mainframe Distributed Desktop Software Configuratio n Management Discovery, asset Management 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 v 2 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 • it. SMF 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.