The next version of the IT
Infrastructure Library (ITIL®)
is to ship in September of this year, and there are some major changes ahead
for the ITIL and those who use it.
Physically, ITIL will have three
components: Core, Complementary, and Web, but the biggest change is focus —
which is on achieving and sustaining
(BITA), showing value, and delivering return on investment.
New topics include understanding
business catalysts and how they produce IT strategies; how you should
respond to specific business drivers like compliance and regulation, and how
to interoperate with other standards.
ITIL v3 has a new “hub-and-spoke” design
with a descriptive core framework as the hub, and prescriptive solutions as
spokes. Perhaps most useful are new implementation templates based on
industry, firm size and business model.
Following I describe the new ITIL, what
it means to you, why you should care and how to benefit from it.
The goal of the new ITIL is a business aligned and easy implementation
that you can customize to your situation.
ITIL v3 uses a hub-and-spoke model with the
fundamental Service Support and Service Delivery components as the hub and
specific markets and industries in complementary components as the spokes.
There are three parts to the new ITIL:
- The “Core” has 5 books covering
the lifecycle of IT services from business need to service
subsumes virtually the entirety of the current Service Support and
Service Delivery content.
- The “Complementary” components
include specific content targeted toward particular situations,
industries, and environments.
- The “Web” component provides a
dynamic resource for commonly needed and topical materials like
process maps, definitions, templates, business cases, and case
ITIL v3 will also provide significant new
resources to help you “Do IT Yourself” – yes, the OGC and itSMF are making
our way of thinking the new normal! Examples here include case studies,
templates, examples of how to build a service catalog, how to perform
Reasons for ITIL v3
The drivers for the refresh and creation of ITIL v3 is the worldwide ITIL
community. The refresh committee solicited and reviewed 530 written
responses and over 6000 comments – representing 80% of the countries with an
itSMF chapter. This version of ITIL is truly representative of industry.
As taken from the ITIL refresh publication, the top changes requested are:
- Provide consistent structure and
navigation throughout the entire library.
- Preserve the key concepts of
Service Support and Service Delivery. Expand and improve upon the
- Include best practices that extend
deeper into service management concepts and reflect ITIL’s relevance
to business in a more tangible way; and show how ITIL and can be
built into business processes and cycles.
- Provide guidance on the softer
issues of organizational structures, cultural issues, and an
understanding of the interfaces to other best practices that help
support effective ITIL practices in the workplace.
- Provide a knowledge management
strategy to support the service management needs of business and IT
environments today and tomorrow. A relatively stable core could form
the base framework, and it would complemented by focused and topical
material in the form of case studies, templates, subject matter
expert white papers, implementation packages, and business cases,
keeping ITIL practices current over time by sharing the wealth of
- Demonstrate and articulate value,
benefits, and ROI to establish the value proposition for ITIL.
- Reflect the reality of today’s
business, operational, procurement and technical environments
including the use of ITIL in multi-sourced IT environments.
Other goals include improving the
usefulness and applicability of ITIL by addressing the changing needs of
users as the technology base and business requirements continue to evolve,
and making ITIL easier to apply and improve its applicability to small
The Core Components
The Core is a new set of 5 books that follow a lifecycle model from design
to retirement. The Core is to include the key concepts and generic best
practices that do not change rapidly. Much of the Service Support and
Service Delivery remains, but is split out among the 5 books of the Core in
a more cyclic and business oriented framework. The working titles are:
- Service Strategies – hub of the
core; understand and translate business into IT strategy; catalysts etc;
what are the best practices for my industry, etc.
- Service Design – models to
consider, outsourcing, in sourcing, co sourcing etc. Cyclical
- Service Introduction – how to
create a transition strategy from design and put it into the live
environment change, release, service models; checklist design into
production; similar to software development lifecycle
- Service Operation – services in
the live environment; day-to-day management, react to failures, metrics
of quality, reactive elements and processes.
- Service Improvement – once
deployed into live environment, we need to look into the rearview mirror
and see if there are opportunities to improve; how can we improve.
The Complimentary Components
Complementary publications address application of the generic core
guidance in particular market or technological contexts. The Complimentary
components will change as required, perhaps annually, quarterly, even
monthly for some.
A recent example is the ITIL book "ITIL in small IT units", which will
continue into ITIL v3. Other key additions relate to implementation
guidelines by firm size of industry. The Complementary component contains
particular guidance by marketing segment. You can choose based on governance
(e.g. COBIT), methodology (e.g., Six Sigma), a particular technology,
business model and even by business driver (e.g. Sarbanes-Oxley .
The Web or Internet Components
The Web component is a dynamic on-line resource that can change as often
as required – just like a company website.
Content in this component provides web-based support for existing and
aspiring ITIL users. Examples of materials includes a glossary, process
maps, ITIL definitions and will include discussion papers, role definitions,
case studies as well as examples of ITIL forms and meeting agendas for
meetings specified in ITIL such as the Change Advisory Board.
The existing ITIL certifications (Foundation, Practitioner, and Service
Manager) will continue to remain valid, relevant, and valuable. In fact,
from a content perspective, the Foundation certification will remain
While the content, concepts, and workflow remain the same, the certification
programs must change. The Core expands from 2 books to 5, this requires a
change in training programs.
As is often the case when a certification changes it will take a while for
the certification bodies to catch up. The plan is for new certifications to
arrive 6 to 12 months after the delivery of ITIL v3. From a practical
perspective, this means within the next 12-18 months.
As is also often the case when major changes occur to a certification, as
recently evidenced by the recent fiasco around a new project management certification, now is a very good time to get everyone certified. Current ITIL v2 certifications remain valid; new material obviously requires
new certifications, so starting now and getting some ITIL “under the belt”
before the change is a wise move.
The existing ITIL (v2) underpins the ISO 20000 and 20001 standards for
organizational certification, and the new ITIL (v3) will provide the same
The New ITIL
The changes make ITIL easier to implement in every way; selling ROI,
business alignment, managing people, performing assessments and more. ITIL
v3 is grown up and reflects and supports today’s dynamic ‘Do IT Yourself’
If you have been putting off ITIL, now is
the time to begin. The prescriptive enhancements and alignment with business
drivers that ITIL v3 contains will only accelerate adoption. In combination
with ISO 20000 and ISO 20001, ITIL v3 is going to fully blossom into the
Ready for ISO 20000 Certification’ DITY Vol. 2 #3 for more on
ISO 20000 and what it means.]
Finally, your investment in learning how to
"Do IT Yourself" has positioned you ideally for ITIL v3!
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