ISO 20000 Introduction Toolkit ITIL® Easy Explanation Fact Sheet Why ITIL® version 3? Challenges and opportunities faced by organizations change over time, requiring them to continually learn and adapt.
Successful innovations gradually become best practices.
These then become good practices, then commodities, accepted principles, then regulatory requirements.
What was once a distinctive characteristic of an organization becomes ordinary and taken for granted by customers.
Therefore we must seek new ways to improve and differentiate ourselves from the alternatives through innovative science, operating models and process.
ITIL® V3 is a growing body of knowledge; the library strengthens and extends the body of knowledge to cover new challenges and opportunities confronting the leadership of organizations.
ITIL® V3 is the result of a two year project to review and update the guidance, by an impressive number of Service Management professionals, stakeholder groups and nationalities around the world.
ITIL® V2 had been published in 2000, and evolutions and maturity in the IT industry demanded changes be made to reflect current “best practices” for ITSM. The Objective of ITIL® version 3 The concept of the Service Lifecycle is fundamental to the refresh of ITIL for Version 3.
Previously, the primary focus of ITIL was on the processes required to design, deliver and support services for customers.
As a result of this previous focus on processes, Version 2 of the ITIL Framework provided best practices for ITSM based around the how questions.
These included: • How should we design for availability, capacity and continuity of services? • How can we respond to and manage incidents, problems and known errors? As Version 3 now maintains a holistic view covering the entire lifecycle of a service, no longer does ITIL just answer the how questions, but also why? • Why does a customer need this service? • Why should the customer purchase services from us? • Why should we provide (x) levels of availability, capacity and continuity? ITIL® is a registered trademark of the Office of Government Commerce (OGC) in the United Kingdom. ISO 20000 Introduction Toolkit By first asking these questions it enables a service provider to provide overall strategic objectives for the IT organization, which will then be used to direct how services are designed, transitioned, supported and improved in order to deliver maximum value to customers and stakeholders. Easy Picture In ITIL Version 3, the core publications consist of: • Service Strategy • Service Design • Service Transition • Service Operation • Continual Service Improvement. • Each provides the guidance necessary for an integrated approach, and addresses capabilities having direct impact on a service provider’s performance.
The structure of the core is in the form of a lifecycle.
It is both iterative and multidimensional.
It ensures organizations are set up to leverage capabilities in one area for learning and improvements in others.
The core is expected to provide structure, stability and strength to service management capabilities with durable principles, methods and tools.
This enables services to protect investments and provide the necessary basis for measurement, learning and improvement. ITIL® is a registered trademark of the Office of Government Commerce (OGC) in the United Kingdom. ISO 20000 Introduction Toolkit What’s the point of the Service Lifecycle? The focus is on taking a holistic view of IT Service Management through the use of the Service Lifecycle approach.
This end-to-end view of how IT should be integrated with business strategy is at the heart of ITIL’s five core volumes. Continual Service Improvement Service Transition Service Strategy Service Design Service Operation Align the IT organization with the Business to: Provide a holistic view Focus is on seeing the benefits of the entire service lifecycle rather than just focusing on the results of service operation.
Control costs and risks that can potentially destroy carefully created value Learn from success and failures to manage new challenges and ideas. ITIL® is a registered trademark of the Office of Government Commerce (OGC) in the United Kingdom.
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