1. © Dennis Adams Associates Limited, 2006 Coming soon: ITIL Version 3 Dennis Adams October 2006 Dennis Adams a s s o c i a t e s Step forward? Or Step into the darkness?

2. © Dennis Adams Associates Limited, 2006 Introduction As an ITIL student, the introduction of ITIL version 3 in 2007 is likely to influence choices, such as: –Should I go for my ITIL qualification now, or wait until v3? –How much re-training would I need to do? –Is there really a fundamental difference? From a management or consultant perspective, does ITIL version 3 really tell us anything new? Software Vendors who claim to be “ITIL compliant” may have to re- think their opinions!

3. © Dennis Adams Associates Limited, 2006 The ITIL refresh programme Sponsored by the OGC ITIL Refresh Board –itSMF International –ISEB & EXIN (qualification and examination) –TSO (publisher of the OGC library) –BSI (alignment with ISO/IEC 20000 and ISO SC/7 standards) ITIL Advisory group –Includes vendors, providers, public & private sectors, academics & research organizations. –Reviews scope, feedback and reviews authors works. Formal Evaluation method for deciding what to include, and peer reviewing.

4. © Dennis Adams Associates Limited, 2006 ITIL Version 3 Complete re-write of ITIL, due to be published in early 2007. New Standardized Glossary of Terms. New Structure for the Library: –Executive Introduction Guidance –Core Guidance –Complementary Guidance Reflecting the Lifecycle of IT Applications and Services: –Strategy –Design –Transition –Operations –Improvement

5. © Dennis Adams Associates Limited, 2006 The new CORE Library Service Strategies –The vision and value of service management practice –Planning to implement service management –Establishing a new Service Service Design –How to put in place IT processes, policies, architectures and documents –Roles and Responsibilities –Insource/Outsource issues –Benefits and Risks –Measurement and Control Service Transition –Implementing Service Management –Managing Organizational and Cultural change

6. © Dennis Adams Associates Limited, 2006 The new CORE Library (2) Service Operations –Delivery and Control processes to manage Services –(Service Support and Service Delivery Processes from ITIL version 2) –Application Management –Infrastructure Management –Operations Management –Controls, Procedures, Measurements and Controls –Challenges, Critical Success Factors, Risks Continual Service Improvement –How to improve service quality –Introducing new service management improvements –Service Retirement

7. © Dennis Adams Associates Limited, 2006 Complementary Guidance Library Proposed titles may include, among others: Pocket Guidance Case Studies ITIL Practice working templates Governance methods Certification / Study aids

8. © Dennis Adams Associates Limited, 2006 Key improvements the ITIL community asked for Consistent Structure and Navigation. No radical changes to Service Support and Service Delivery. Reflect the “Life Cycle” of Services. More guidance on optimal Organizational structures. How to deal with Cultural Issues when implementing ITIL. Acknowledges other Best Practices and refers to them. Business Case examples, Case Studies, Templates, Implementation work packages. Practices for In-sourcing, Outsourcing and Multi-Sourcing. Alignment to CobIT (others to follow). Acknowledgement that “one size does not fit all”, how to implement in smaller organizations.

9. © Dennis Adams Associates Limited, 2006 Key improvements (2) ITIL remains non-prescriptive. Contains ROI justification for introducing ITIL practices. High quality of authoring and quality mentoring. Improved standard terms and definitions (Glossary). Addresses IT Governance. Executive-level Summary document now available. Some Guidance on how to evaluate suitable software tools. Key performance metrics. Improved self-assessment guidelines. A single complete high level process model for all of ITIL. “quick wins” identified.

10. © Dennis Adams Associates Limited, 2006 Conclusions ITIL Version 3 represents a re-structuring and more standardized approach to the overall ITIL message. It reflects the fact that new Services are supported and others are de-supported over time (the “Life Cycle”) The basic Service Delivery and Service Support are combined into a new volume - Service Operations New material such as Case Studies, ROI and Templates are welcome. The Executive-Level document should make it easier for ITIL to gain greater acceptance at high level. Pragmatic issues like dealing with Change (“cultural issues”) and recognition of other approaches like CobIT should also aid acceptance in new organizations.

11. © Dennis Adams Associates Limited, 2006 Coming soon: ITIL Version 3 Dennis Adams October 2006 Dennis Adams a s s o c i a t e s Step forward? Or Step into the darkness?