- 1. ITIL Refresh News1st Edition Autumn 2006 Official News
Straight ContentsIntroduction to the ITIL Refreshby Chief Architect
Sharon Taylor.................2From the SourcePublication News
..........................................4The Core of the
MatterThe ITIL Library: Bigger Picture, Better PictureWinning Sets
A very warm welcome to the first ITIL Youll also find a wide range
of articles,Complementary Portfolio Refresh newsletter.both news
and fact based. We cover theIts the Business: ITIL for
Executivesnew role of APMG and its impact onGoing Global: ITIL in
Translation Were delighted to be producing this for qualification,
training and accreditation Whats new in ITIL Version 3 a number of
reasons, not least because and give a full title by title
description of by Chief Architect Sharon Taylor.................7
its the first time that every aspect of the the Core Refresh
publications along with project, publications, accreditation and
details of their formats. You can also take Accreditation and
Examination News ........8 examinations, have been brought together
advantage of our elerts, along with news of APMG: A New Global
Focus in this way. the complementary portfolio and how
ITILAccreditation: a Question of Standardsis going international.
Examining ITIL So what have we got to offer you?International
PanelLast but not least, theres an interestingAPMG: Your Questions
Answered Our main aim is to make sure you are up- article that
explodes the various myths and International Access to-date with
the Refresh project and knowlegends that have sprung up around
theWorldwide Network, Global Recognition what is happening and why.
So in keeping Refresh project. Were confident that youll with our
pledge to give you official newsfind the facts much more
interesting than An interview with straight from the source, we
have an the rumours!Chief Architect Sharon Taylor
....................10 interview with Chief Architect Sharon Taylor
Myths, Rumours and Speculation .............12 who, amongst other
topics, tells us whoWe welcome questions, feedback and your is
involved in the project, when it started, input. If there is
anything you want to see and why she is so confident that it
meetscovered in the next newsletter early 2007, the needs of the
community. To bring you please feel free to email me at address the
complete picture, other contributors below.Be Sure to Stay include
OGC, The APM Group (APMG:Sue Downey OGCs official accreditor) and
TSO (projectEditorUp-to-Date manager of the ITIL Refresh project
and [email protected] this newsletter will put you in OGCs
official publisher). touch with whats going on with ITIL,new
developments will happen all thetime. Thats where the elert service
Natural Development: comes into its own.ITILs New LookThe service
is all about letting youknow the latest news as and when The
striking imagery in this newsletter is based it happens. Elerts
will automatically on the imagery used throughout the new keep you
up-to-date with all key ITIL library. Growth, proportion,
structure, developments, new FAQs as well as harmony and the
concept of lifecycle are all news on the Refresh project.
encapsulated in the pictures, which feature X-rays of natural,
growing organisms.Registering could not be easier. Simply complete
the To take just two examples: the leaf, usedform located at
www.best- to illustrate Service Strategies, is a
highlymanagement-practice.com/ structured piece of natural
engineering ITILRefreshRegister - to that channels resources to
help build ensure you receive the next the greater structure. The
nautilus version of the Newsletter shell that illustrates Service
Design plus the elerts. is one of the great marvels of nature,
combining perfect form and function in a single harmonious
design.
2. Introduction from Chief Architect Sharon Taylor As the Chief
Architect for ITIL, I have ITILs History Only one of these is
totally true of course.Regardless of which tale of ITIL creation
you been given responsibility to ensure True to the essence of best
practice, lookingchoose to believe or repeat, the fact remains that
the new version of ITIL, whenforward takes on greater focus and
meaning that during the past 10 years the undeniable released in
Spring 2007, will meetwhen we know where we have travelled global
success of ITIL as the adopted world the expectations and needs of
the from. ITIL has enjoyed a long and popularbest practice for IT
Service Management is global ITSM community for years tohistory,
and there are many versions of that not fiction. come. No small
feat and with that history that have been told over the 20 years
responsibility comes many sleepless nights making sure we are
getting it of ITILs life. Like a great tale that evolves over time
and is embellished by each teller,The ITIL Library of right. The
ITIL Refresh project team has worked tirelessly for 2 years now
ITILs history has taken on some colourful, entertaining versions of
its evolution.Best Practice and we are approaching the mostSince
the 1980s, ITIL has undergone two exciting time in ITSM history in
a fewITIL was created by the SASmajor revisions: short months.
Faced with dangerous missions every day and spy technology that
kept failing atVersion 1 1986 - 1999 the original ITIL When the
Refresh Communication and function-based practice of 40+ books
dealing Marketing Team suggested we createthe worst possible
moments, the SAS IT technical support team created ITIL to offer
with a variety of IT practices. ITIL Refresh News, I was very
pleased. It offers us an opportunity to enhancefaster resolution
for field agent incidents and avoid the need to keep recruiting so
Version 2 1999 - 2006 V2 of ITIL our communication efforts and
ensure Process-based practice of 10 books and the that you, our
ITSM community, get many new agents each month. ITIL was so
successful that it lowered the TCO (Totalglobally accepted best
practice framework official, accurate and up-to-the-minutefor ITSM:
information on the ITIL Refresh to help Cost Ownership) of the SAS
and maintained a you prepare for what lies ahead.robust knowledge
base since agents were not expiring as quickly! Service Support
Service Delivery ITIL was a gift from Aliens Planning to Implement
Service A superior technically advanced life formManagement from a
neighbouring galaxy was amused ICT Infrastructure Management by our
lack of service management and the extreme frustration experienced
by our IT Business Perspectives Volumes I and II customers. For a
decade or so (a nanocade Software Asset Management in Alien time)
they were entertained until Application Management they decided
they could no longer watch Security Management us bungle our way
through our primitive customer service practices and one night,
ITIL - Small-scale Implementation. implanted the brains of IT
service managers everywhere with the business centric service
Version 3 2007 - ?? V3 of ITIL management practice called
Intergalactic Service lifecycle-based practice incorporating
Technology Intelligence Library (ITIL). We the best of V1 and V2
and tested current best awoke thinking we had just struck upon the
practice for ITSM. Five lifecycle titles forming most ingenious
common sense to IT servicethe core of ITIL practice: management
ever conceived and set out to document it in English. (We never
knew of Service Strategies course that it had actually been given
to us) Service Design Service Transition ITIL created by UK
Government Service Operation ITIL was developed by the CCTA, a
predecessor of the OGC, during the late Continual Service
Improvement. 1980s when the UK governments reliance on IT was
increasing and fiscal efficiencies were The Core is supported by an
Introduction being sought. A team of CCTA staff set out and Key
Element Guides along with multiple to document a common sense
approach to topic specific complementary guides managing IT
services that would improveand an integrated service lifecycle
model reliability while maintaining cost efficiency. including
service, organisational, process and Using their own experience, a
collection oftechnology maps. This part of V3 will be then best
practices and common sense, thelaunched in Spring 2007. first IT
Infrastructure Library was created. 2 ITIL Refresh News 1st Edition
Autumn 2006 3. Later in 2007, value added offerings ofITIL and onto
the radar of senior business Our research has confirmed that there
are templates, case studies, certification study and IT executives.
This enhanced visionmajor benefits to adopting the service aids and
executive briefs will complete the V3 of what ITIL is, why it is
important and the lifecycle approach: portfolio. These will be
continuously updatedvalue it brings will only make life easier for
and added to our portfolio to ensure we keep those who have
struggled to gain greater Establishes the integration of business
improving and helping you improve your adoption, and attention to
ITIL at all levels in strategy with IT service strategy ITSM
practices.the organisation. Enables agile service design and ROI
blueprint Common Sense Why the Lifecycle? Provides transition
models that are fit for purpose in a variety of innovations
Approach Over the past 20 years, the way we manage De-mystifies the
management of serviceIT services has changed dramatically. In the
providers and sourcing models The common sense approach to the
early stages of the V3 refresh, we undertook Improves the ease of
implementing and development of ITIL remains at its heart evenmajor
public consultations to confirm what managing services for dynamic,
high risk, today. The library has evolved with the ITSM we as an
ITSM community have learned volatile and rapidly changing business
needs industry and version 3 is no different.about best practice
and what is relevant inthe IT landscape of today. This also
included Improves the measurement and While some of ITIL V3 brings
transformationalpredictions for the future.demonstration of value
thought leadership, the history of ITIL is Identifies the triggers
for improvement and preserved within the pages of V3. Best The
former concepts of business and IT change anywhere in the service
lifecycle practices from the past two versions of ITIL alignment,
the effectiveness of the value Addresses the current gaps and are
being brought forward into the new chain and the silos of
operational processes deficiencies in ITIL today. design because
they work. These practiceshave given way to matured thinking about
are still best of breed in our industry andthe realities of where
the IT industry is still used every day. We have surrounded, We
examined the challenges faced by ITtoday. We have harnessed this
thinking in V3 enhanced and updated them with a broaderservice
management at all levels and fromand transformed former practice
into more scope for ITSM that widens the visibility ofall vantage
points. We have designed ITILrelevant, easier to use guidance. V3
with these challenges in mind to take IT service management to new
heights of The pastThe present and futureexcellence and to meet the
needs of our ITSM community into the future. Business and IT
alignment Business and IT integration Value chain managementValue
network innovationThe development of V3 has harnessed the Linear
Service Catalogues Dynamic Service Portfoliosvision, expertise and
realities of thousands of you from around the world. Collection of
integrated processesHolistic Service Management lifecycle We have
brought together the hearts and minds of the most brilliant experts
in the Governance Methods industry and for two years now, we have
Staillsnd dedicated ourselves to bringing you the newSkarde&
sAgeneration of ITIL best practices that youe dgl igwl Continual
Servicenm can continue to depend on for many years
KnoImprovementent to come.cs With only a few short months left
until V3i ServiceCasTop Design eS hits the market, we will continue
to provide lity tud cia information about whats coming and when.ies
Spe ServiceStrategies We will ensure that you are prepared for
V3ion and can make the transition when you areIntroductService
ITILready and with ease. Template OperationAmong the many press
interviews I haveExecutiveCo Impro en t c es nti ve given over the
past two years, one quotevem ervinu me Service pro l Sal
Transitionstays in my mind.Im tinua Ser ntvic neCo The ITIL Refresh
is the most important event toSt tyudili happen in the field of IT
service management yab Aial in the past 10 years. It is exciting
and promises ds Sc a bright future for the ITSM community.Quali s
ficatk Win ionsQuic The version 3
packagewww.best-management-practice.comITIL Refresh News 1st
Edition Autumn 20063 4. Publication News The Core of the Matter
There are five publications in the ITIL range of Service Design
(SD) Service Transition Best Practice.In order to meet current (ST)
and future businessService Transition focuses Because successful IT
management dependsrequirements, Serviceon the broader, long-term on
the integration of different elements, the Design provides guidance
change management core titles share a consistent structure andon
the productionrole and release practices enjoy extensive navigation
and links betweenand maintenance of ITso that risks, benefits, the
various practice elements.policies, architectures anddelivery
mechanisms documents for the design of appropriate and and the ease
of ongoing operations of The full contents page for each
publication innovative IT infrastructure services solutions service
are considered. This publication will shortly be listed on the
Knowledge and processes.provides guidance and process activities
for Centre found at www.best-management- the transition of services
into the business practice.com. Concepts and guidance in this
volume include: environment. Service Strategies The service
lifecycle Concepts and guidance in this volume include:(SS) Service
design objectivesA view of ITIL that aligns Service design elements
Managing organisational and culturalbusiness and IT so
thatchangeeach brings out the best Selecting the service design
model Knowledge managementin the other. It ensures Service, people,
process, knowledge, tools Service management knowledge basethat
every stage of the Roles and responsibilitiessystemservice
lifecycle stays Cost model Risk analysis and management focused on
the business case and relates to all the companion process elements
that Benefit / risk analysis Lifecycle stages follow. Subsequent
titles will link deliverables Implementing service design
Principles of ST to meeting the business goals, requirements
Measurement and control Methods, practices and tools and service
management principles described Challenges, critical success
factors and Measurement and control in this publication. risks.
Challenges, critical success factors and risks Concepts and
guidance in this volume include: Companion best practices. SM
strategy and value planning Linking business plans and directions
to IT service strategies Planning and implementing service
strategies Roles and responsibilities Challenges, critical success
factors and risks. 4 ITIL Refresh News 1st Edition Autumn 2006 5.
Service Operations (SO) Winning SetsOnline Annual Subscription A
one-year online subscription is the onlyBy focusing on deliverySo
that all user needs and demandsway to have instant access to the
latestand control processfor functionality are met, the ITIL
Coreauthoritative text. The product can beactivities, a highly
Publication Suite is available in a wide rangenetworked across your
organisation, so youdesirable, steady state of of formats. do not
need to manage it internally.managing services can beachieved on a
day-to-While the titles can be purchased in individual Box Set and
Online Subscription day basis. To ensure it is integrated with
thevolumes, they provide additional value when For maximum
convenience and functionality, rest of the lTIL library, guidance
is based onpurchased as a set. Not only will your ITSM buy the full
box set and an online a selection of familiar service support and
practice gain benefit from being able to see subscription at a
special discount rate. service delivery control points the full
picture, but you make substantial cost savings too. Concepts and
guidance in this volume include: CD-ROM Hard Copy PublicationsOnly
available as individual items in SO lifecycle stages
non-networkable PDF format. Paperback titles are available
individually or Principles of SOas a complete set which comes with
a free To ensure you are eligible for the Process
fundamentspresentation case. pre-publication offers and to find out
Functions details of limited edition formats and Application
managementprices simply complete the form located at
www.best-management-practice.com/ Infrastructure management
ITILRefreshRegister. Operations management Control processes and
functions Scalable practices Measurement and control Challenges,
critical success factors and risks.Continual Service Improvement
(CSI) Alongside the delivery of consistent, repeatable process
activities as part of service quality, ITIL has always emphasised
the importance of continual improvements. Focusing on the process
elements involved in identifying and introducing service management
improvements, this publication also deals with issues surrounding
service retirement.Concepts and guidance in this volume include:
Business drivers for improvement Technology drivers for improvement
Justification Business, financial and organisational benefits
Principles of CSI Process fundamentals Roles and responsibilities
Methods, practices and tools Implementing service improvement
Measurement and control Challenges, critical success factors and
risks Companion best practices.
www.best-management-practice.comITIL Refresh News 1st Edition
Autumn 2006 6. The ITIL Library: Bigger Picture, Better Picture
Think about an example of any IT service from its inception to
retirement. This is the lifecycle of service management. There are
many different individuals and parts of an organisation involved in
the life of a service. From planning, design, build, test, release,
operation, improve etc. Different levels of the organisation and
different roles carry out the decision-making, the development and
delivery of services.Example: If you were building a house you
would work with a variety of individuals at different stages:
Strategy building approval, site plans, sales and marketing Design
architects, designers, planners Transition interior designers,
inspectors Complementaryframework, to market its benefits in
businessterms and to illustrate how it aligns with the check all
the plans fit together, that things conform to building regulations
and willPortfoliobusiness planning cycle. function as they are
intended to.A key feature will be the publications focus Register
with us and you can be the first to see details of new ITIL
complementary on the business case for ITIL including ROI, Each of
these teams performs a role publications - without lifting a
finger. efficiencies and metrics. It is also intended to in
building a house at various points inDesigned to support and advise
practitioners,help raise awareness of ITIL and its benefits; the
process.as well as throwing new light on coregain the commitment of
senior management, products, ITIL Complementary Guidance is and
help senior executives market, adopt and Once you move in, the
house will need togenerated by both OGC and ITIL partners in retain
support for ITIL within the organisation be kept operational
through maintenance the ITSM industry. and outsourced
relationships. (plumbers, electricians) and via operational
services such as the rubbish collection.Made up of hard copy and
electronic publications, subjects and titles will range Going
Global: ITIL in If you decided to renovate or extend then you would
deal with many of the same widely, including for
example:Translation individuals but with a view to improving Pocket
guidanceTo help drive the refreshed ITILs global roll- upon the
original design and operation of Case studies out, the OGC and ITIL
Refresh project team is the house. ITIL practice working
templatesworking hard to make the guidance availablein multiple
languages. The refreshed version of ITIL reflects the Governance
methods life of services and so appeals to a broad Certification
based study aids.Prompt translation has been prioritised and
spectrum of people who carry out roles atthe team is finalising a
strategy that will various service life stages. It is important
todeliver speed and quality, priority listing know even though you
may not currently be the prime target audience, you are likely to
Its the Business: ITILand timelines, along with quality assurance
be an influencer and so we strongly suggest that everyone reads the
entire core library. for Executives mechanisms that involve the
ITSM globalcommunity. Following consultation, the next version of
To ensure you keep up-to-date with the ITIL will include an
introductory guidance title news, register for the ITIL Refresh
News aimed at senior executives, which will show and elerts. Simply
complete the form how ITIL implementation can result in utility-
located at www.best-management- like service quality.
practice.com/ITILRefreshRegister. Using business language
consistent with the core guidance, the objective is to educate
business and IT executives about ITIL as a 6 ITIL Refresh News 1st
Edition Autumn 2006 7. What's new in ITIL Version 3Sharon Taylor At
this stage of ITIL V3 development we In addition to the development
model used,ITIL V3 will bridge the gap between making are
finalising the core for Quality Assurance below are key examples of
whats new from us great service providers to best in class, reviews
and so we have a good idea of how a top down view, looking at
overall structure innovative and better than ever service the final
core products will look.with some details of new content. providers
of the future.Over the entire life of the project I have been It
would take a book in itself to describe all of There is a lot to be
excited about. And we are. asked, Whats New?the everything that is
new about ITIL V3, but Join us at the itSMF UK conference to learn
there is no doubt that we are bringing ITIL intomore about why you
should be excited too. The correct answer is; Nothing and
Everything your future with some exciting, state of
theAlternatively ensure you stay up-to-date by at the same time.
art, innovative products and services. Theseregistering for the
next edition of ITIL Refresh will complement and mature the ITIL we
have News and the elert service, simply complete Now before you
roll your eyes, please all come to know, trust and value these
pastthe form at www.best-management- read on.20 years.
practice.com/ITILRefreshRegister. The NothingSome of whats newSome
of what you will see New Part Library structure The former
collection of topic-based structure of ITIL is Every title in the
current ITIL library has been replaced by a core of practice and a
complementary portfolio of reviewed and decisions made about
thesupporting titles. content that needs to be brought forward
Lifecycle model The former process-based model of ITIL is replaced
with a to V3. We know that lots of the current ITIL lifecycle model
that contains the processes needed to manage Library is still in
use, still extremely relevantservices within a lifecycle stage
structure. The core practices of and valuable and still needed to
be part of thethe Service Management life stages are then supported
by more new ITIL since it remains the globally adopted detailed
complementary content specific to industry, stakeholder best
practice for IT Service Management. and practice topics. This makes
the library more practical, easierto use and provides guidance
specific to various stakeholder So in that respect nothing has
changed.viewpoints to help gain further traction in ITSM. The ITIL
you use today will still be part of V3 tomorrow and go forward with
your Business as an eco system Evolves us beyond business and IT
alignment to the integration ITSM practices.and resulting eco
system of business and IT.New IT strategies ITIL is enhanced with
guidance on strategies for outsourcing, The Everything co-sourcing,
shared sourcing and guidance on selecting the rightmodel and how to
make the decisions. New Part New conceptsThe addition of a
state-of-the-art Service ManagementKnowledge Base that moves us
from capturing data into ITIL V3 will look completely different
from V2.transforming it into wisdom. Below I have briefly listed
the key things that make everything different about ITIL V3.The
addition of Service Portfolios and the use of value networks. The
method of development we New processes Request fulfillment separate
from incident management to be a scoured the planet for opinions
andprocess on its own. experts to work with our team to develop V3.
These opinions formed a solid base for Process expansion The
addition of functions such as event management built into the key
success elements of V3. We talkedthe incident lifecycle. with a
broad base of ITSM stakeholders and built a core of practice that
will speak The art of creating service utilities, capabilities,
resources and to them all. warranties to deliver best of breed
service management. The role played by the ITSM community in New
practice areasTo enhance operational practice, areas of technical,
operational V3 instead of inviting a few key experts and
application management. and a few reviewers, we invited members of
the community to stand alongside us Organisational structures in
each practice area to help readers in development and play an
active role create solid foundations for Service Management (SM)
practices. throughout. The ITIL Advisory Group (IAG) have been
mentors, subject matterITIL enhancements also include interactive
templates, business experts, reviewers and ambassadors ofcases and
procedures for building, assessing and measuring ITIL V3 for almost
the entire length of this returns on investment (ROI). project. So
V3 is entirely a community developed practice.New methods ofThe
library will continue to exist in books, CD and online
format,delivering ITIL but the online subscriptions will offer a
variety of exciting value-added products and
services.www.best-management-practice.comITIL Refresh News 1st
Edition Autumn 2006 7 8. Accreditation and Examination NewsAPMG: A
New To ensure that, whilst the accreditation processes remain
rigorous andfrom North America, Asia and Europe. Thepanel will be
responsible for: Global Focusdemand high standards, APMG does not
impose unnecessary burdens on the development of the revised On
July 20 2006, TSO and APMG signedthose we accredit. qualification
scheme for V3 partnership agreements with OGC for course syllabuses
publishing and accreditation services for ongoing development and
maintenance of ITIL and OGCs programme and projectExamining ITIL
exam questions. management portfolio. This is the first time OGC
has brought together global experienceFrom 1st January 2007, APMG
will offer ITIL in publishing and accreditation to work on the
combined portfolio. accreditation and qualifications services
(including exams). As OGCs OfficialYour Questions APMG is
responsible for establishing a Accreditor they will act as an
Examination Institute (EI), and will also licenseAnswered
Qualifications Board. This will bring other EIs that meet
international or equivalentWill existing trainers have to enter
together representatives from all interestedlocal standards. EIs
will accredit traininginto new accreditation procedures? parties,
including OGC, TSO, itSMF organisations, known as Accredited
Training International, Accredited Training
OrganisationsOrganisations (ATOs) and notify APMG, whoIf a training
organisation is already accredited (ATOs), examiners, assessors,
and Examination will issue appropriate IPR licences for use ofby
one of the existing Examination Institutes, Institutes. trade marks
and copyright materials.and both the EI and the training
organisationsign a license with APMG, there need not be The Board
will be charged withEXIN and ISEB have existing licences fromany
change to the accreditation procedure. providing advice on
appropriate OGC that expire in mid 2007, and are able to standards
and assessment processes foroffer official V2 ITIL exams, until
then. TheyAny new training organisation will have to all
certification activities. may offer official ITIL exams after that
time ifdemonstrate that they have: they are licensed by APMG. APMG,
OGC and TSO have also established appropriate management systems an
Intellectual Property Rights Board inThe current qualification
scheme offered by collaboration with the UKs Office of Publicother
EIs will remain substantially in place. capable trainers (qualified
to practitioner Sector Information (the standard settingOnce V3 is
available there will be a singleor manager level) body for best
practice in information policy).question bank from which all
licensed EIs will suitable training material. The Board will
provide a focus for thebe able to select exam questions.
development, re-use and management ofIt will be a straightforward
process for any the intellectual property within ITIL.It is
expected that V2 qualifications andtraining company. publications
will continue to be available during a transitional period. EIs and
ATOs will Accreditation:have access to V3 information in a
timelyWhat levels of certification willthere be? manner and the
marketplace will be given a Question of ample advance notification
of changes toITIL qualification schemes will be aligned with
Standards be implemented OGC will introduce a new governance body
called the Combinedthe Refresh due to be launched next year
Strategy Board. This board will oversee andand existing
qualifications and certificates will For the past 10 years the APMG
has remain valid and intact. hold decision authority for the
publications of specialised in the accreditation and ITIL and the
qualifications based on ITIL. certification of training
organisations, Both current and new versions of the consultancy
organisations and theirqualification scheme will run concurrently
for APMG will create a new Qualification Board personnel for OGCs
programme anda period (which will be dictated by a range of (QB)
and Examination Panel (EP) covering both project management
portfolio. Over thisfactors), ensuring that training providers have
current and refreshed ITIL qualifications. period its accreditation
processes haveadequate preparation time for transition to The
integrity of the current Qualification been continually developed
and adapted the refreshed ITIL. Scheme is driven by ICMB (ITIL
Certification with three clear objectives in sight: Management
Board), which is chaired by itSMFi and has each Examination
Institute (EI) Training already undertaken will not be To ensure
the marketplace whetherundermined by the introduction of new plus
OGC as members. In the forward individuals taking examinations or
material. Qualification levels are likely to remain governance
model, qualifications integrity will organisations seeking
consultancyand it is unlikely that the foundation exam will be an
APMG responsibility and they will chair advice has absolute
confidence in thechange significantly. The others are subject to
the new ITIL QB. services provided by APMGs accredited
consideration by the examination panel and organisations.
qualification board which is being established. To help APMGs
accredited organisations International Panel develop and extend the
market for their services, both by supporting new market APMG is
establishing an ongoing Senior development initiatives and helping
toExaminer Panel that will develop the V3 prevent the misuse of
intellectual property Qualification Scheme. Members will be drawn
rights by the grey market.8 ITIL Refresh News 1st Edition Autumn
2006 9. International AccessMalaysian/Indonesian (Bahasa), Thai,
Vietnamese, Filipino and Gaelic, as well as OGC, APMG and TSO have
agreed toDanish, Dutch, French, German, Italian, Polish, work
through a Combined Strategy BoardPortuguese and Spanish to name a
few! with responsibility for global marketing and overall product
development. This will include a coordinated set of product To
ensure you keep up-to-date with the websites to provide a gateway
for thenews, register for the ITIL Refresh News international
community to access theand elerts. Simply complete the form
benefits of the products, qualifications located at
www.best-management- and accreditation schemes.
practice.com/ITILRefreshRegister.As a leading accreditation,
certification and examination body, APMG is at the forefront of
pioneering developments in this global enterprise with established
offices in the UK, The Netherlands, Australia and China. APMGs USA
office opens late in 2006, followed by India in 2007. This physical
presence is supported by the innovative use of online systems.There
are no geographical or logistical constraints on organisations
becoming accredited or on examinations being taken. APMG has been
instrumental in helping companies throughout the world become
established as Accredited Organisations. Worldwide Network, Global
Recognition APMG encourages the support of users throughout the
world through local pricing policies. This will include, wherever
possible, working closely with itSMF International and the
ever-growing network of itSMF national chapters. It is through
these chapters that APMG will gain significant market
understanding, facilitate local customisation of qualifications,
and find highly knowledgeable and committed individuals to help
with translations and the localisation of services.APMGs wealth of
experience working with experts in their own countries has ensured
the wide acceptance and adoption of PRINCE2 as an international
project management standard. APMG will be working to a similar
model to increase worldwide recognition of ITIL V3. Managing
Director Richard Pharro says: It is our aim to ensure that many
more organisations have the opportunity to benefit from the
adoption of best practice through training courses and
qualifications.APMG already has experience with working in these
languages: Arabic, Chinese, Japanese,
www.best-management-practice.comITIL Refresh news 1st Edition
Autumn 2006 10. An interview with Sharon TaylorHow did you become
involved and I am also responsible for ensuring alignment Did you
know that by the end of how were you appointed? to the broader
aspects of the project such as this year Sharon Taylor Chief
Architect I first heard about the role of Chief Architect
qualifications and standards. will have given presentations tofrom
a colleague of mine in the IT service nearly 16,000 members of the
IT management industry who asked me if I Ultimately I am
accountable for the service management communitywould be interested
in putting my nameend product. across seven continents?forward. I
submitted my details not thinking I would be chosen and was
surprised when IWhat is different about this Refresh? was asked to
attend an interview. There are significant changes in this approach
to the refresh, which The Chief Architect recruitment involvedhave
introduced various complexities to a very competitive process. My
interviewthe project. in September 2004 was in front of a select
panel: the then Director of Best Practice atThis Refresh is more
globally focused. OGC (Tony Betts); Chief Editor of the
Refresh;Perhaps the key difference is that OGC the President of the
Institute of Service have recognised that ITIL has become a
Management; the CEO of itSMF International. globally used product
and, as such, they have committed to ensuring the next version As
part of the interview I was asked to giveof ITIL reflects the needs
of the global a presentation on how I would improve the community.
Although this has introduced current ITIL. I indicated in my
presentationcomplexities with regards to languages and that I
thought one person alone was not ablethe different users of ITIL,
we have achieved to decide improvements to the product, it the
international viewpoint to date through needed to be done from the
viewpoint of the public consultation exercise. the international
community. I felt that what was wanted was an international feel
not a UK We have a mammoth task ahead delivering centric
initiative. one set of publications and also overhauling the
content. ITIL version 2 publications were It would appear OGC
agreed as I got the released a book at a time and when interest
job, I think my public sector backgroundwas shown in a specific
subject. For version helped having been Director in IT Services3 we
are delivering an entire product set in a Canadian government
department in one hit. We are also working towards a responsible
for 90,000 ITIL users.completely restructured ITIL, utilising the
lifecycle approach whilst trying to weave in Things moved quickly
and in November 2004 content from version 2. I moved to Norwich,
the location of OGCs office, to begin my six month contract to With
past refreshes OGC have informally define the scope and development
plan for approached peers and asked them to be the refresh of
version 2. After the six months Iinvolved in the Refresh. With this
Refresh was asked to stay on to see the plans through we have
undergone a competitive tendering to their conclusion, over two
years later I amprocess and then contracted paid authors, still
Chief Architect and have travelled all over allowing us to stick to
a tight timescale. the world spreading the Refresh message. The
visibility of the project has been What does your role
involve?enormous in terms of communication. My role as Chief
Architect has involved The community has been kept informed
developing the project plans, which every step of the way. This is
something includes devising the funding model, scope, I was keen to
ensure happened. development plans and communication strategy. I
have also assembled the various So why refresh ITIL? support teams
from the community to Version 2 was developed in the late 1990s.
give the project a truly open, consultative Since this point IT has
matured at a fast rate flavour and I have undertaken the publicand
with the new business approach and consultation, which in turn has
developed developments in technology it has meant the key
requirements for updating ITIL. Thisthat what was Best Practice is
now probably has involved a very competitive recruitment good
practice and as such we need to process for the authors.refresh
ITIL to ensure it meets the needs of the community today.Since the
project began there has been a major initiative to outsource
services. We learned that this needed to be addressed, 10ITIL
Refresh News 1st Edition Autumn 2006 11. there were gaps in the
guidance, whichthe ITSM community. They produceus to remain engaged
with the IT service needed to be plugged. The other element wethe
actual content of the books.management community. needed to address
was the shift to operate IT more like a business. The business was
asking These mentors are drawn from theHow can you be sure the
needs of for business cases, wanting to see a return onITIL
Advisory Group (IAG) comprised ofthe community are met? investment
in their IT services and this was35 members from a global IT
service This is a very complex challenge as there is something the
community was crying out formanagement stakeholder group. They a
broad spectrum of users from the novice which is not addressed in
version 2.support the project by reviewing and to the experienced
and we need to ensure giving feedback on the approach, structure,
we meet all users requirements. As a result, So when did the
project start?direction and scope of the ITIL Refresh. it is key to
this project to keep in touch with The actual project began in
November 2004 the community. but we had been busy developing the
project There are also the two ancillary teams: plan since
September that year. the Qualifications Board, formerly the ITIL
The results of the public consultation have Certification
Management Board (ICMB), made allowed us to develop a set of
prioritised up of stakeholders, itSMFi, ISEB, EXIN and Who is
involved and what arerevisions needed to meet with the demands now
APMG to help ensure the alignment of their roles?of the community.
This has become critical the qualifications. Plus IPESC who OGC
have The Refresh board has changed over the past in relation to our
key performance indicators, asked to endorse the publications. two
years and with the Commercial Activitieswhich we ensure we are
delivering against Recompetition (CAR) project we have had every
stage. The newly appointed Communication and some recent
additions.Marketing Team made up of TSO, itSMFi, OGC Our open
development approach involving and APMG is responsible for ensuring
the IT In hierarchical order, we have the OGC, the whole community
and our quality service management community is kept up to sponsors
of the project who provide funding assurance process ensure we
constantly meet date with the developments on the Refresh. and the
investment decisions for the project. the needs of the community.
This newsletter is the first in a whole host of initiatives aimed
at doing just that. We then have the ITIL Refresh Development Our
open dialogue with the community Programme Board, which comprises
thein terms of presentations, communications All in all its a very
large team all with following community sector representation:and
our extensive reach into the different roles. community over the
last two years itSMFi representing the major have been key to our
success. What is the role of itSMFi? stakeholder groups ItSMF
played a major part in ITIL overBy the end of this year we will
have presented Examinations boards EXIN, ISEB andthese past 20
years acting as stewards andto over 16,000 people on version 3.
There more recently APMG representing the providing expertise.have
also been countless articles, interviews qualification sectorand
webcasts to ensure we are keeping the ISO 20000 supporting
alignmentThey are intrinsically involved in the project. community
up-to-date. TSO the official OGC publisherThey are at the heart of
the Refresh on the Development Board and have played a coreAs I
originally stated a little over two years OGCs Jim Clinch as Chief
Editor part in the public consultation allowing us toago in my
interview presentation, no one And me, Chief Architect.reach the
international community.person can deliver this, its a globally
used product and the refresh needs to be done Our role is to ensure
the broader issuesitSMF have invited us to attend their from the
viewpoint of the community. of alignment in terms of certification,
various conferences and events allowing examinations and standards
are considered within the development.Then there is the Editorial
Board comprised of Jim Clinch, OGC and Chief Editor, myself as
Chief Architect, Janine Eves and Christina Thomas, TSO as managing
editors. The Editorial Board is supported by project coordination
and technical support from TSO. We are charged with evolving work
packages into publishable products. This Editorial Board has
decision authority and accountability for the final content of each
V3 product.Reporting to the Editorial Board are the Author teams,
10 world class experts with diverse backgrounds and viewpoints. Two
author are assigned to each core book along with two mentors
fromwww.best-management-practice.comITIL Refresh News 1st Edition
Autumn 2006 11 12. Myths, rumours and speculation During the last
18 months ITIL has been Myth number 4. V3 is simply the focus of
two major projects: it has an add-on to V2 ITIL Refresh News 1st
Edition been undergoing a major refresh and The refreshed ITIL will
replace the current it was also included in the scope for a Editor:
Sue Downey, TSO version and this is part of an ongoingEditorial
Team: TSO, OGC, APM Group, major procurement to provide supporting
process to enhance and improve OGCs publishing and accreditation
services. UpdatesChief Architect Sharon Taylor Best Practice in
service management. This on project progress have been providedis
the essence of current best practice,Many thanks to all who
contributed to this throughout but, inevitably, there are periods
ensuring that it continues to meet thenewsletter. where there is no
information available.evolving demands of customers. The
Essentially, both projects result in some kindrefreshed ITIL will
help service providersPublished by TSO (The Stationery Office of
change and as many will know, this often remain competitive and
effective in Ltd) St. Crispins, Duke Street, Norwich, NR3 gives
rise to speculation.1PD providing value to their customers. In this
article we respond to some of the ITIL Refresh News should not be
taken Myth number 5. My current as constituting advice of any sort
and no more popular myths that have surfaced as a result of the
changes.software support tools will liability is accepted for any
loss resulting from use of or reliance on its content. no longer be
useful While every effort is made to ensure the Myth number 1. OGC
is planningThe main functional elements of mostaccuracy and
reliability of the information, to sell ITILIT service management
tools will still be TSO cannot accept responsibility for errors,
required for V3 since the main processomissions or inaccuracies.
OGC has no intention to sell its best practice elements from V2
remain. We do expect, portfolio. It recognises that much of the
Reproduction in full or part of any article however, that some
vendors will want to value in these products comes from itsis
prohibited without prior consent from make enhancements to their
tools to capture vendor-neutral status and that they shouldthe
Editor. the additional power of new functions that remain Crown
Copyright. The new five-year V3 will introduce.ITIL is a Registered
Trade Mark, and a Registered contracts for accreditation and
publishingCommunity Trade Mark of the Office of Government services
have been put in place to supportCommerce, and is Registered in the
U.S. Patent and You can continue to use V2-based toolsTrademark
Office. users and ensure that the products remain and practices
until you are ready to (and fully accessible. IT Infrastructure
Library is a Registered Trade Mark of if you wish to) make
improvements. We the Office of Government Commerce. are confident
that V3 will entice you with Myth number 2. Everyone will need
compelling opportunities to improve your IT The swirl logo is a
Trade Mark of the Office of Government Commerce. to be re-certified
when the new ITILservice management practices, but we have (V3) is
releasedbeen very diligent in making sure that this Rest assured,
this is not the case. ITILtransition can occur for you with ease
and in qualifications will remain valid and training your own time.
already undertaken will not be undermined by the introduction of
new material. There will be opportunities for candidates to upgrade
their qualifications and short conversion or update courses are
likely to be provided.Myth number 3. All the processes I know today
will be gone The processes you are working with today will continue
to be part of the refreshed ITIL. You will notice, however, that
the Service Support (SS) and Service Delivery (SD) processes will
be integrated into a service lifecycle. This will better reflect
how service management is applied in everyday practice and so your
implementation of them is likely to become easier.A significant
portion of the current version of ITIL will be refined and included
in ITIL V3. This includes the parts that are still widely practised
and usable in the IT service management community.12 ITIL Refresh
News 1st Edition Autumn 2006