2. The IT Service Blog Presents ITIL Version 3 Perspectives ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office. Visit the Official ITIL site at http://www.itil.co.uk TM Note: This Presentation Material is based on the thoughts and observations of the IT Service Blog and is not associated or approved by the OGC.

3. Important Notes About This Slide Deck - This slide deck is based solely on the thoughts and observations of The IT Service Blog, based on an original Webcast viewing, first broadcast on CIOSearch.com - Sharon Taylor (Chief ITIL V3 Architect) delivered the Webcast - CIOSearch.com hosted the Webcast - Frontrange solutions sponsored the Webcast, but have no affiliation to the OGC - The full Webcast can be downloaded here - We recommend that you view this slide deck FIRSThere

4. Sharon Taylor, President of the Aspect Group and Chief Architect for the new ITIL Sharon Taylor is President of the Aspect Group and a well known figure within today’s IT Service Management community. An author of current ITIL best practices, she is also the Chief Architect for the new generation of ITIL now in development. Sharon is the Chair of the itSMF International Publications Executive Committee, responsible for ensuring global quality publications in over 30 countries, and is at the centre of best practice development and endorsement. Who is Sharon Taylor?

5. Sharon presented some background on ITIL Version 3… - 3 rd update to ITIL (long overdue) - It’s a “Library Refresh programme” - Formal qualification scheme still applies - Available in 17 languages - MOF is based on ITIL Framework - Many empirical studies available for ITIL ROI - New ITIL Structure to follow…

6. - Predominant themes => easy implementation, that’s customised to our world - Core = 5 Books, generic best practice guidance, principles that remain constant - Complementary => Topic specific books, e.g. Targeted towards public sector e.g. Financial Sector, Manufacturing Sector - Web => Complete integrated ITIL process map, glossary, standard terms - Bring about a better alignment of business and IT Service initiatives - New library will explore business catalysts Core Best Practice Guidance Support for market sector or technology Topical Support Products Process Maps Glossary Core ComplementaryWeb Customized Implementation ITIL Version Three has three predominant components…

7. * Priorities that the public and companies wanted to see * Improvements to how you can create a value proposition and demonstrate the ROI of ITIL were top priority ITIL V3 will be “consistent and practical” - IT Alignment with the business - Explores Service Models and Business Catalysts - Defines Service Management Value Propositions - Defines Service Management Strategies - More of a focus on Service Process Design, Introduction and Operation - Return on Investment Measurement

8. - Pragmatic, Lifecycle approach - Proven, measurable and repeatable over a long term horizon - Solid, reliable, long term core best practices that don’t change much -Strategy at the hub Service Design Service Introduction Service Operations Service Improvement Key theme – “Pragmatic Service Management” Principles for Service Management Service Strategies

9. - It’s all about “gaining traction” - Governance Methods (CoBIT and other governance methods to enable organizations to make choices about all methods) - Case Studies and Templates (e.g. for Service Catalogs) - Hub => Core Practices - Spokes => Particular Technologies and Markets Complementary Guidance Helping people gain “Traction in Service Excellence” By providing additional/complementary material… Governance Methods Standards alignment Case Studies Scalability Quick Wins Study Aids Executive Overviews Knowledge Skills

10. - Key => Centred on business Value - Linkages to other best practices e.g. Six Sigma - Will help organizations align their current investment in Six Sigma to ITIL, for example - ITIL V3 will use scorecards and Deming cycle (it’s built in) ITIL V3 Highlights - Centered on business value - Service life cycle focus - Guidance on Compliance (e.g. Sarbox) - Balanced Scorecards - Deming Quality Cycle

11. - Business Centric Focus - ITIL V3 will include already existing lifecycle management practices - ITIL’s role is help you understand the ROI for your organization The Value of ITIL V3 -Focus on Value and ROI -Self Assessment Guidance -Maturity Improvement -Business Case Preparation -Business Service ROI

12. Q&A Segment (Summary of Questions put to Sharon) - “Are you aware of efforts to bring ITIL to academia?” - Carnegie Mellon has a practice around Service Management & CMM - Part of the refresh certification scheme is being updated to allow there to be more opportunities for academic -“Can you reference any ROI case studies for ITIL?” - Proctor and Gamble - Caterpillar -“Is there an Ontology for ITIL?” - Yes, there will be. Probably the itSMF. “Will there be a structure of ITIL for addressing Outsourcing and Shared Services Environments?” - Yes, this will be addressed in V3 - Driven by many requests for Organizations seeking ISO20000 certification in the Outsourcers they deal with www.ITServiceBlog.com

13. Q&A Segment (Summary of Questions put to Sharon) - “When is the new version going to be released?” - Begins in September 2006 with the 5 new CORE volumes - Service Design, Introduction, Operations, Improvements, Strategy - Authoring underway now by authoring teams - Complementary publications will follow - “What will be the cost of the books?” - Not expecting any significant changes from today’s core - Some material will be re-used from the library, especially Service Support and Service Delivery - “What will be the likely changes to certification?” - Many people are asking this question (of Sharon) - Today’s certification is still valid, but the certification scheme is changing - EXIN and ISEB exams institutes are on the V3 project board and they are working on a new certification scheme, which will be released after a suitable ‘lag time’ – possibly 6-12 months after the release of the books www.ITServiceBlog.com

14. Q&A Segment (Summary of Questions put to Sharon) - “What will be the impact/implications to current ITIL ‘shops’?” - Minimal. This is purposely so. - Some of the process elements will shift into the new core texts - e.g. Planning should be considered in Service Design and Service Introduction - “Not turning the world on it’s ear” (Sharon) - “Positive Impact” (Sharon) - “How will the new ITIL materials be available?” - New Topic Guides - Books, CD-ROM, Free Downloads (Case Studies, Glossary, Integrated Process Maps) - Audio Books are a possibility, time depending - “Do you expect monthly or quarterly updates to the complementary publications?” - These will be updated much more frequently - Looking at establishing a group to manage templates, white papers etc - Rapid turnaround in this area - “When will there be an holistic process landscape for CMM and ITIL?” - Formal mapping between these processes is underway (via OGC) - CoBIT is already done - Other frameworks and methods will be considered, there is an interest

15. Q&A Segment (Summary of Questions put to Sharon) - “Are early draft templates available to enable early alignment?” - V3 work has representatives from around the world (ITIL Advisory Group) - So, it’s not being created in isolation - “A Litmus Test” is going on all the time with this group (Vendors too) - In the next 3-4 weeks the public report on scoping will be available to the public via www.itil.co.uk website highlighting the forthcoming changes - This will be very useful for helping organizations re-align - “Will the complementary ITIL Guides be broken down into how a different Sized Organization can best implement and practice ITIL?” - Yes, the current “Implementing ITIL in small organizations” will be re-written and integrated into the new texts - ITIL will remain owned by the Office of Government Commerce (OGC) - ITIL is not being ‘sold’www.itil.co.uk - The forthcoming improvements have been done in a very open and consultative forum. www.ITServiceBlog.com

16. Four Great Reasons… [1] You can subscribe to the feed quickly! [2] You can access the latest tools, training and services [3] Fresh and interesting content written by a qualified and experienced ITIL expert [4] We link out – so you can learn even more, even faster Visit us now:- www.ITServiceBlog.com www.ITServiceBlog.com D o n ’ t f o r g e t t o c l a i m Y o u r F R E E 2 0 H o t I T I L ™ L i n k s C l i c k > H E R E