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How to Implement a Lite Version
of ITIL® v3of ITIL® v3
Malcolm Fry
Independent Executive Advisor to CA, Author and Industry Expert
ITIL Lite definition
‘ITIL Lite is an approach to implementing key
components of ITIL v3 to ensure a sound basis
for IT Service Management either as a starting
point for full implementation or as a deliverable point for full implementation or as a deliverable
for those not wishing to fully implement ITILv3’
What is the best approach?
• Methodology - A body of practices,
procedures, and rules used by those who work
in a discipline or engage in an inquiry; a set of
working methods.working methods.
• Framework – a set of assumptions, concepts,
values, and practices that constitutes a way of
viewing reality.
V3 Components
Transition Planning and
Support
Change Management
Service Asset & Config.
Management
Release and Deployment
Management
Service Transition
Incident Management
Request Fulfilment
Problem Management
Access Management
Service
Operation
Service Level Management
Availability Management
Capacity Management
IT Service Continuity
Management
Service Design
Service Reporting
Continual Service
Improvement
Financial Management
Service Portfolio
Management
Demand Management
Service Strategy
Strategy Generation
Service Improvement
Service Measurement
Support
Service Validation and
Testing
Evaluation
Knowledge Management
Event Management
Operational Activities in
other Lifecycle Phases
Service Desk
Technical Management
IT Operations
Management
Applications
Management
Service Catalog
Management
Management
Information Security
Management
Supplier Management
Requirements Engineering
Data & Information
Management
Governance Processes Significant ComponentsOperational Processes Functions
Reasons that ITIL v3 may not get fully
implemented
• Cost
• No Customer Support
• ISO20000 limitations
• Time Constraints
• Ownership• Ownership
• Running out of steam
• Too complex
• Have already implemented v2
• Lean ITSM
Change Management
Service Asset & Config.
Management
Release and Deployment
Management
Service Transition
Incident Management
Problem Management
Service Desk
Service
Operation
Service Level Management
Availability Management
Capacity Management
Service Design
Service Reporting
Continual Service
Improvement
Financial Management
Service Portfolio
Management
Demand Management
Service Strategy
Service Improvement
Service Measurement
Mapping v2 onto v3
Transition Planning and
Support
Service Validation and
Testing
Evaluation
Knowledge Management
Event Management
Request Fulfilment
Access Management
Technical Management
IT Operations Management
Applications
Management
Service Catalog
Management
IT Service Continuity
Management
Information Security
Management
Supplier Management
Strategy Generation
Service Support Service Delivery V3 Components
Process Design Understanding how to design a Process for ITIL Lite
Monitoring ITIL Processes Putting in place ITIL Lite process measurement
Building ITIL Lite processes How to build ITIL Lite processes
Categorizing ITIL V3 components Allocating categories – Action, Influencing, Resourcing and Underpinning
The Filtering Process How to remove unwanted Components from ITIL v3
The Key Stages
The Filtering Process How to remove unwanted Components from ITIL v3
ITIL Lite Templates Selecting and building an ITIL Lite Template
Component Maturity Allocating Maturity Levels to ITIL Lite Components
Component Priorities Deciding in which order to implement the ITIL Lite Components
Gap Analysis Identify the workload and expenditure to implement the Components
Master Action Plan Management of the Action Plan activities required to implement ITIL Lite
Process Design Understanding how to design a Process for ITIL Lite
Monitoring ITIL Processes Putting in place ITIL Lite process measurement
Building ITIL Lite processes How to build ITIL Lite processes
Categorizing ITIL V3 components Allocating categories – Action, Influencing, Resourcing and Underpinning
The Filtering Process How to remove unwanted Components from ITIL v3
The Key Stages
The Filtering Process How to remove unwanted Components from ITIL v3
ITIL Lite Templates Selecting and building an ITIL Lite Template
Component Maturity Allocating Maturity Levels to ITIL Lite Components
Component Priorities Deciding in which order to implement the ITIL Lite Components
Gap Analysis Identify the workload and expenditure to implement the Components
Master Action Plan Management of the Action Plan activities required to implement ITIL Lite
Work
Instructions
Control
&
Quality
Work
Instructions
Control
&
Quality
ActivityTransmission OutputTransmission
Instructions
Elapsed time
Step Timing Step Timing Step TimingStep Timing
Activity
Instructions
Work
Instructions
Control
&
Quality
Work
Instructions
Control
&
Quality
ActivityTransmission OutputTransmission
Instructions
Activity
Instructions
Linkage Linkage
A procedure on how
to escalate an
incident
99% of all
Incidents to be
escalated to the
correct support
group first time
Incident review
Instructions
100% correct
assessment of
Incident to either
keep Incident or
to return it
Work instructions simplify
Incident escalation
Incident
Management
tool – at
source
incident
Elapsed time
Step Timing Step Timing Step TimingStep Timing
Incident reviewEmail
COBIT
Work
Instructions
Metric
Or
Standard
Work
Instructions
Metric
Or
Standard
ITIL ActivityInput OutputInput
Instructions
Elapsed time
Process Step TimingsIndividual
Activity
Instructions
Process Design Understanding how to design a Process for ITIL Lite
Monitoring ITIL Processes Putting in place ITIL Lite process measurement
Building ITIL Lite processes How to build ITIL Lite processes
Categorizing ITIL V3 components Allocating categories – Action, Influencing, Resourcing and Underpinning
The Filtering Process How to remove unwanted Components from ITIL v3
The Key Stages
The Filtering Process How to remove unwanted Components from ITIL v3
ITIL Lite Templates Selecting and building an ITIL Lite Template
Component Maturity Allocating Maturity Levels to ITIL Lite Components
Component Priorities Deciding in which order to implement the ITIL Lite Components
Gap Analysis Identify the workload and expenditure to implement the Components
Master Action Plan Management of the Action Plan activities required to implement ITIL Lite
Underpinning
Resource
These provide the Underpinning facilities required by all
components – e.g. Finance.
These ensure that the other components have the
resources to meet their service commitments
Action
Influence
Components that require actions of an operational nature
to be performed as part of their normal operation
These modify and influence the way that Action
Components perform their actions
Change Management
Service Asset & Config
Management
Release and Deployment
Management
Event Management
Incident Management
Request Fulfilment
Problem Management
Service Desk
Service Catalog
Management
Service Level
Management
Action Components
Influencing Components
Service Validation andEvaluation
Access Management
IT Operations Management
(Control & Facilities)
Service Measurement Service Improvement
Knowledge Management
Financial Management
Applications
Management
Availability Management
Capacity Management
IT Service Continuity
Management
Demand Management
Strategy Generation
Service Portfolio
Management
Resourcing Components
Underpinning Components
Transition Planning and
Support
TestingEvaluation
Technical Management
Information Security
Management
Supplier Management
Service Reporting
Knowledge Management
Process Design Understanding how to design a Process for ITIL Lite
Monitoring ITIL Processes Putting in place ITIL Lite process measurement
Building ITIL Lite processes How to build ITIL Lite processes
Categorizing ITIL V3 components Allocating categories – Action, Influencing, Resourcing and Underpinning
The Filtering Process How to remove unwanted Components from ITIL v3
The Key Stages
The Filtering Process How to remove unwanted Components from ITIL v3
ITIL Lite Templates Selecting and building an ITIL Lite Template
Component Maturity Allocating Maturity Levels to ITIL Lite Components
Component Priorities Deciding in which order to implement the ITIL Lite Components
Gap Analysis Identify the workload and expenditure to implement the Components
Master Action Plan Management of the Action Plan activities required to implement ITIL Lite
Step 1 – Decide Grading Levels
Step 3 – Review your Reasons
Step 2 – Ensure that all Relevant
Components are included
Filtering
Step 7 – Finalize your
Component Grading List
Step 6 – Document and
Distribute
Step 5 – Filter for subsequent
Levels – Potential & Rejected
Step 4 – Filter for the Essential
Components
Process Design Understanding how to design a Process for ITIL Lite
Monitoring ITIL Processes Putting in place ITIL Lite process measurement
Building ITIL Lite processes How to build ITIL Lite processes
Categorizing ITIL V3 components Allocating categories – Action, Influencing, Resourcing and Underpinning
The Filtering Process How to remove unwanted Components from ITIL v3
The Key Stages
The Filtering Process How to remove unwanted Components from ITIL v3
ITIL Lite Templates Selecting and building an ITIL Lite Template
Component Maturity Allocating Maturity Levels to ITIL Lite Components
Component Priorities Deciding in which order to implement the ITIL Lite Components
Gap Analysis Identify the workload and expenditure to implement the Components
Master Action Plan Management of the Action Plan activities required to implement ITIL Lite
Service TransitionService
OperationService Design
Continual Service
ImprovementService Strategy
Influencing Components
Action Components
BOOKS
Ca
teg
orie
s
Underpinning Components
Resourcing Components
Influencing Components
Ca
teg
orie
s
Change Management
Release and Deployment
Management
Service Validation and
Testing
Service Transition
Event Management
Incident Management
Request Fulfilment
Problem Management
Access Management
Service Desk
IT Operations Management
Service
Operation
Service Catalog
Management
Service DesignContinual Service
ImprovementService Strategy
Service Measurement
Action Components
Transition Planning and
Support
Service Asset & Config.
Management
Testing
Evaluation
Knowledge Management
Technical Management
Applications
Management
Management
Service Level Management
Availability Management
Capacity Management
IT Service Continuity
Management
Information Security
Management
Supplier Management
Service Reporting
Financial Management
Service Portfolio
Management
Demand Management
Strategy Generation
Service Improvement
Underpinning Components
Resourcing Components
Influencing Components
Approaches
• Bare Necessities
• Service Support
• Service Delivery
• v2 Approach
• v2 Plus• v2 Plus
• Life Cycle Approach
• Continual Service Improvement Approach
• Service Operation Approach
• Service Ownership Approach
• Best Practice / COBIT / ISO
• Create your own Template
REASONS
Cost
No customer support
ISO20000 limitations
Time constraints
Ownership
Running out of steam
Too complex
Have already implemented v2
APPROACHES
Bare Necessities
Service Support
Service Delivery
v2 Approach
v2 Plus
Life Cycle Approach
Continual Service Improvement Approach
Service Operation Approach
Service Ownership Approach
Best Practice / COBIT / ISO
Create your own Template
REASONS APPROACHES
Example A – Reason is Cost and the Approach is Service Support
REASONS
Cost
No customer support
ISO20000 limitations
Time constraints
Ownership
Running out of steam
Too complex
Have already implemented v2
APPROACHES
Bare Necessities
Service Support
Service Delivery
v2 Approach
v2 Plus
Life Cycle Approach
Continual Service Improvement Approach
Service Operation Approach
Service Ownership Approach
Best Practice / COBIT / ISO
Create your own Template
Example B – Reason is Have already implemented v2 and the Approach is v2 Plus
Change Management
Service Asset & Config.
Management
Service Transition
Incident Management
Problem Management
Service Desk
Service
OperationService Design
Continual Service
ImprovementService Strategy
Action Components
Underpinning Components
Resourcing Components
Influencing Components
Bare Necessities
Change Management
Release and Deployment
Management
Service Validation and
Testing
Service Transition
Event Management
Incident Management
Request Fulfilment
Problem Management
Service Desk
IT Operations Management
Service
Operation
Service Catalog
Management
Service DesignContinual Service
ImprovementService Strategy
Action Components
Service Asset & Config.
Management
TestingManagement
Underpinning Components
Resourcing Components
Influencing Components
Required
components
Additional
Requirements
Service Level Management
Service Support
Service TransitionService
Operation
Service Catalog
Management
Service DesignContinual Service
ImprovementService Strategy
Action Components
Service DeliveryManagement
Service Level Management
Availability Management
Capacity Management
IT Service Continuity
Management
Supplier Management
Financial Management
Service Portfolio
Management
Demand Management
Underpinning Components
Resourcing Components
Influencing Components
Required
components
Additional
Requirements
Service Delivery
Change Management
Service Asset & Config.
Management
Release and Deployment
Management
Service Transition
Event Management
Incident Management
Request Fulfilment
Problem Management
Service Desk
Service
Operation
Service Catalog
Management
Service DesignContinual Service
ImprovementService Strategy
Action Components
Management
Service Level Management
Availability Management
Capacity Management
IT Service Continuity
ManagementFinancial Management
Service Portfolio
Management
Demand Management
Underpinning Components
Resourcing Components
Influencing Components
Required
components
Additional
Requirements
V2 Approach
Service TransitionService
Operation
Service Catalog
Management
Service DesignContinual Service
ImprovementService Strategy
Action Components
Change Management
Service Asset & Config.
Management
Release and Deployment
Management
Event Management
Incident Management
Request Fulfilment
Problem Management
Service Desk
Service Measurement
V2 PlusManagement
Service Level Management
Availability Management
Capacity Management
IT Service Continuity
Management
Supplier Management
Financial Management
Service Portfolio
Management
Demand Management
Underpinning Components
Resourcing Components
Influencing Components
Service Reporting
Service ImprovementV2 Plus
Change Management
Release and Deployment
Management
Service Transition
Event Management
Incident Management
Problem Management
Service Desk
Service
Operation
Service Catalog
Management
Service DesignContinual Service
ImprovementService Strategy
Action Components
Change Management
Service Asset & Config.
Management
Release and Deployment
Management
Event Management
Incident Management
Request Fulfilment
Problem Management
Service Desk
Knowledge Management
Applications
Management
Management
Service Level Management
Availability Management
Capacity Management
Service Reporting
Service Portfolio
Management
Demand Management
Service Improvement
Underpinning Components
Resourcing Components
Influencing Components
Management
Financial Management
Strategy Generation
Lifecycle Approach
Change Management
Release and Deployment
Management
Service Transition
Event Management
Incident Management
Problem Management
Service Desk
Service
Operation
Service Catalog
Management
Service DesignContinual Service
ImprovementService Strategy
Service Measurement
Action Components
Service Asset & Config.
Management
Management
Service Reporting
Service Portfolio
Management
Service Improvement
Underpinning Components
Resourcing Components
Influencing Components
CSI
Change Management
Release and Deployment
Management
Service Transition
Event Management
Incident Management
Request Fulfilment
Problem Management
Access Management
Service Desk
IT Operations Management
Service
Operation
Service Catalog
Management
Service DesignContinual Service
ImprovementService Strategy
Action Components
Service Asset & Config.
Management
Technical Management
Applications
Management
Management
Service Level Management
Underpinning Components
Resourcing Components
Influencing Components
Service Operation
Service TransitionService
OperationService Design
Continual Service
ImprovementService Strategy
Action Components
Underpinning Components
Resourcing Components
Influencing Components
Process Design Understanding how to design a Process for ITIL Lite
Monitoring ITIL Processes Putting in place ITIL Lite process measurement
Building ITIL Lite processes How to build ITIL Lite processes
Categorizing ITIL V3 components Allocating categories – Action, Influencing, Resourcing and Underpinning
The Filtering Process How to remove unwanted Components from ITIL v3
The Key Stages
The Filtering Process How to remove unwanted Components from ITIL v3
ITIL Lite Templates Selecting and building an ITIL Lite Template
Component Maturity Allocating Maturity Levels to ITIL Lite Components
Component Priorities Deciding in which order to implement the ITIL Lite Components
Gap Analysis Identify the workload and expenditure to implement the Components
Master Action Plan Management of the Action Plan activities required to implement ITIL Lite
