The evolution of ITIL® Service Management

Jane Clark

Management Consultant

ConnectSphere

Why do Projects Fail? – BCG (’94/95)• Soft factors

– Vision, culture, employee motivation, top-down v. participatory

• Harder aspects - DICE– Duration

• Short projects – total length• Long projects – time between formal reviews

– Integrity• Project team’s ability to successfully complete the project on time

– Commitment • Senior management • Local level

– Effort• How much work does the change initiative require above the regular

workload of the employee

IT Service Management Framework

Formal Standard(ISO/IEC20000or local variant)

ITIL, BSI Achieving ISO/IEC 20000 series

Implementation & serviceimprovement plans

Supplementary Material1. ITIL Self Assessment

Questionnaire2. Managers Guide to

Service Management (BIP 0005)

3. ITSM Self-assessment Workbook (BIP 0015)

Supplementary Material1. ITIL Self Assessment

Questionnaire2. Managers Guide to

Service Management (BIP 0005)

3. ITSM Self-assessment Workbook (BIP 0015)

Part 1 Specification

Part 2Code of Practice

Best Practices

Policies, processes, procedures

ITIL® V2 Books

ITIL® Service ManagementIT Service Support

IT Service Delivery

Capacity

IT Continuity IT Finance

AvailabilityServiceLevel

Management

Change

Incident

Release

Problem

ServiceDesk

Configuration

Use

rsC

usto

mer

s

ITIL® V3 – The Service Lifecycle• Business and IT integration

• Measuring IT in business value outcomes

• Global sourcing

• Changing architectures - SOA, service virtualisation

• Convergence of strategy, governance and management

• Compliance and control

• Complexity of services and systems

• Balancing stability v. responsiveness

• Predictive as well as proactive

ITIL® V3 – The Structure

Core Complementary Web

Customised implementation

CoreBest Practice

Guidance

Support for particular market sector or technology

Value added products,process maps, templates,

studies

ITIL® V3 Core BooksStrategy GenerationStrategy ImplementationValue NetworksService Portfolio Mgmt, Financial Management, ROI

Policy, Planning & ImpFive Aspects of Service DesignAvailability, Capacity, Continuity, Service Level Mgmt, Supplier Mgmt. Outsourcing Design

Event, Request, Incident, Problem, Technology, Operations, Access, Monitoring & Control

Change, Build and Test, Release & Deployment,Service Asset and Configuration, Knowledge Mgmt

Measurement, Trends, Reporting & Analysis, Review, Assessment, SIP

The Big Picture,Service Model Maps, Practice Basics, Getting Started

ITIL Foundation for Service Management

2 credits

15Credits3 3 3 3 3

16 Credits

Managing through the Lifecycle5 5

ITIL Diploma AchievedITIL Diploma Achieved

Advanced SM Advanced SM Professional Professional

DiplomaDiploma

V2 Foundation Certificate

V2 Service

Manager17

V2 Service

Manager17

V3 ManagerBridge

5

V3 ManagerBridge

5

V3 Bridge V3 Bridge

Jane Clark

ConnectSphereBusiness & Technology Centre

Bessemer DriveHerts. SG1 2DX

Tel: +44 (0)845 838 2345Fax: +44 (0)845 838 2346

enquiries@connectsphere.com