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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
