What is the BIG new thing in ITIL Version 3?

One of the gaps that evolved was that the focus on service management became very operationally-based. The big add-on change that is being introduced is to take a broader viewpoint of what service management encompasses.

This includes strategic considerations, the design implications, and the cultural and organisational change implications.

So the major add-on shift is to introduce service management from a life-cycle perspective, from strategy to production, as opposed to just a process-based view.

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