ITIL – What You Need To Know

ITIL v3 – What You Need to Know about the New Version of ITIL Methodology

By Jill Knapp

English: ITIL Service Desk (Photo credit: Wikipedia)

The Information Technology Infrastructure Library (ITIL) v3 was released in June 2007, seven years after the last critical ITIL methodology update. With this new update has come a renewed interest in the ITIL framework in general for businesses in the IT field, as well as concerns about what this means for those who were using v2. Before a discussion of the revised ITIL methodology can begin, however, it is important to understand some basic concepts of ITIL, including its benefits.

What is ITIL?

The ITIL methodology was conceived in the 1980s by the United Kingdom’s Central Computer and Telecommunications Agency (CCTA), when the organization realized that a more systematic approach to managing the IT infrastructure on which it had become dependent was required. The CCTA has since changed its name to the OGC (Office of Government Commerce), and in addition to creating the ITIL framework, has continued to champion additional products and services that have become standard in both the private and public sectors.

English: A process-data diagram of the planning to implement service management set (Photo credit: Wikipedia)

According to the official website, “ITIL is best practice in IT Service Management, developed by OGC and supported by publications, qualifications and an international user group.” (1) The library “consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT.” (2)

How Does Use of the ITIL Framework Benefit Businesses Overall?

Over the past 20 years in which the average person has been using computers in the workplace, the nature of end-user complaints has not changed much. To this day, many users feel that technology is confusing, systems are sluggish and inefficient, and response time from support personnel is inconsistent and slow. Typically, IT managers solve these problems by purchasing more tools and hiring more support people, which doesn’t always address the root cause.

The ITIL methodology is different. Instead of a solution that involves further financial investments in tools and personnel, which ultimately will give the IT department more issues to manage and juggle, ITIL divides the work into repeatable processes and activities. With this approach, results are measured and then improvement targets are set for efficiency and effectiveness for those activities. Essentially, the ITIL framework provides the structure to work smarter, not harder.

The ITIL framework also represents a solid investment for businesses because it is completely scalable and entirely platform independent. Therefore, the ITIL methodology can be applicable to both global businesses running the latest and greatest technology as well as to smaller institutions that may be running older systems on a smaller scale.

How Does ITIL v3 Differ from the Previous Version of the ITIL Methodology?

ITIL security management (Photo credit: Wikipedia)

The previous version of the ITIL methodology (v2) was released in 2000, but the sweeping and fast-paced changes to the way businesses leverage technology (Internet applications, e-business, distributed systems, etc.) since that time meant that it was in critical need of an update. In June 2007, the newest version of the ITIL framework was released; v3 takes advantage of the dynamic nature of the web and, in addition to its five core print books, it also provides web-only components and tools. The hope is that the new ITIL framework will make future revisions less cumbersome, as the material on the web can grow more organically than it would be able to if it were only in print form.

At its core, version 3 of the ITIL methodology covers a much broader angle than v2, and it adds service strategy and service lifecycles into the mix to better fit more mature IT organizations. Where the previous ITIL framework focused primarily on processes, v3 now revolves around services and has more emphasis placed on strategy and operations management. As a result, support and delivery processes are now divided over the lifecycles of service design, transition, and operations.

What Does the ITIL Methodology Used in Version 3 Bring to the Table?

Essentially, v3 is much more strategic and aims to reach a new, different audience than earlier releases of the ITIL framework. In v2, the ten processes of the Service Support and Service Delivery books had more of a “bottom up” focus; organizations implemented the modules which offered the most immediate relief, typically starting with support processes and gradually adding delivery processes. But the new ITIL methodology focuses much more heavily on the alignment between IT and business, with a “top down” perspective. A, B, and C level executives will find great value in this new version of the ITIL framework.

In addition, previous versions of the ITIL framework did not have as broad a focus as v3 does. V2 covered processes and the supporting activities for those processes, but it did not offer quite the extended view of how IT fits in with the business, and more specifically, why it needed to. The release of the latest ITIL methodology acknowledges that for businesses to get to the next level, they need to partner with IT to design services.

Version 2 of the ITIL methodology is still viable and will continue to provide usefulness; and some organizations will choose to “not fix it if it ain’t broken.” However, v3 adds a new, emphatic layer of strategic insight, which mature organizations will find exceedingly valuable.

Are There Any Inherent Challenges with Version 3 of the ITIL Framework?

It is important to note that there is some consensus among industry leaders that the newest ITIL methodology has been found to be more challenging to implement in smaller environments. For this reason, retaining knowledgeable consultants with experience in implementation of the ITIL framework is always a good idea for any organization seeking to improve its IT Service Management capabilities. While ITIL v2 certifications will continue to be considered valid, it is highly recommended that v2-certified individuals enroll in update or bridge courses offered by qualified providers in order to ensure that their knowledge remains up to date.

Conclusion

The release of v3 of the ITIL methodology opens up a great time for executives and IT professionals to begin to explore ITIL in general or to update their certification. Because ITIL v3 focuses on different areas than v2, the new information can be of great benefit to businesses. In addition, ensuring that those in the IT industry have a solid understanding of the latest ITIL framework will lay the groundwork for a speedy adoption of future releases.

1. [http://ift.tt/1cjNQWx], accessed June 11, 2007.

2. [http://ift.tt/1cjNQWB], accessed June 11, 2007.

Jill Knapp is a senior consultant and trainer for Quint Wellington Redwood, a trusted training partner for WestLake Training and Development. Her IT career spans the Big 5 Consulting, Medical, Legal, Financial, Pharmaceutical, dot.com, Fortune 500, Entertainment, Publishing and Retail industries, with consulting expertise in Service Desk implementations, process redesign, outsourcing and technical writing. When she’s not traveling for work, Knapp is traveling with her big band, The Industrial Jazz Group. For more information about ITIL training courses offered by WestLake, please visit http://ift.tt/1cjNQWD.

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The post ITIL – What You Need To Know appeared first on Robert JR Graham.

ITIL – What You Need To Know

ITIL v3 – What You Need to Know about the New Version of ITIL Methodology

By Jill Knapp

English: ITIL Service Desk (Photo credit: Wikipedia)

The Information Technology Infrastructure Library (ITIL) v3 was released in June 2007, seven years after the last critical ITIL methodology update. With this new update has come a renewed interest in the ITIL framework in general for businesses in the IT field, as well as concerns about what this means for those who were using v2. Before a discussion of the revised ITIL methodology can begin, however, it is important to understand some basic concepts of ITIL, including its benefits.

What is ITIL?

The ITIL methodology was conceived in the 1980s by the United Kingdom’s Central Computer and Telecommunications Agency (CCTA), when the organization realized that a more systematic approach to managing the IT infrastructure on which it had become dependent was required. The CCTA has since changed its name to the OGC (Office of Government Commerce), and in addition to creating the ITIL framework, has continued to champion additional products and services that have become standard in both the private and public sectors.

English: A process-data diagram of the planning to implement service management set (Photo credit: Wikipedia)

According to the official website, “ITIL is best practice in IT Service Management, developed by OGC and supported by publications, qualifications and an international user group.” (1) The library “consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT.” (2)

How Does Use of the ITIL Framework Benefit Businesses Overall?

Over the past 20 years in which the average person has been using computers in the workplace, the nature of end-user complaints has not changed much. To this day, many users feel that technology is confusing, systems are sluggish and inefficient, and response time from support personnel is inconsistent and slow. Typically, IT managers solve these problems by purchasing more tools and hiring more support people, which doesn’t always address the root cause.

The ITIL methodology is different. Instead of a solution that involves further financial investments in tools and personnel, which ultimately will give the IT department more issues to manage and juggle, ITIL divides the work into repeatable processes and activities. With this approach, results are measured and then improvement targets are set for efficiency and effectiveness for those activities. Essentially, the ITIL framework provides the structure to work smarter, not harder.

The ITIL framework also represents a solid investment for businesses because it is completely scalable and entirely platform independent. Therefore, the ITIL methodology can be applicable to both global businesses running the latest and greatest technology as well as to smaller institutions that may be running older systems on a smaller scale.

How Does ITIL v3 Differ from the Previous Version of the ITIL Methodology?

ITIL security management (Photo credit: Wikipedia)

The previous version of the ITIL methodology (v2) was released in 2000, but the sweeping and fast-paced changes to the way businesses leverage technology (Internet applications, e-business, distributed systems, etc.) since that time meant that it was in critical need of an update. In June 2007, the newest version of the ITIL framework was released; v3 takes advantage of the dynamic nature of the web and, in addition to its five core print books, it also provides web-only components and tools. The hope is that the new ITIL framework will make future revisions less cumbersome, as the material on the web can grow more organically than it would be able to if it were only in print form.

At its core, version 3 of the ITIL methodology covers a much broader angle than v2, and it adds service strategy and service lifecycles into the mix to better fit more mature IT organizations. Where the previous ITIL framework focused primarily on processes, v3 now revolves around services and has more emphasis placed on strategy and operations management. As a result, support and delivery processes are now divided over the lifecycles of service design, transition, and operations.

What Does the ITIL Methodology Used in Version 3 Bring to the Table?

Essentially, v3 is much more strategic and aims to reach a new, different audience than earlier releases of the ITIL framework. In v2, the ten processes of the Service Support and Service Delivery books had more of a “bottom up” focus; organizations implemented the modules which offered the most immediate relief, typically starting with support processes and gradually adding delivery processes. But the new ITIL methodology focuses much more heavily on the alignment between IT and business, with a “top down” perspective. A, B, and C level executives will find great value in this new version of the ITIL framework.

In addition, previous versions of the ITIL framework did not have as broad a focus as v3 does. V2 covered processes and the supporting activities for those processes, but it did not offer quite the extended view of how IT fits in with the business, and more specifically, why it needed to. The release of the latest ITIL methodology acknowledges that for businesses to get to the next level, they need to partner with IT to design services.

Version 2 of the ITIL methodology is still viable and will continue to provide usefulness; and some organizations will choose to “not fix it if it ain’t broken.” However, v3 adds a new, emphatic layer of strategic insight, which mature organizations will find exceedingly valuable.

Are There Any Inherent Challenges with Version 3 of the ITIL Framework?

It is important to note that there is some consensus among industry leaders that the newest ITIL methodology has been found to be more challenging to implement in smaller environments. For this reason, retaining knowledgeable consultants with experience in implementation of the ITIL framework is always a good idea for any organization seeking to improve its IT Service Management capabilities. While ITIL v2 certifications will continue to be considered valid, it is highly recommended that v2-certified individuals enroll in update or bridge courses offered by qualified providers in order to ensure that their knowledge remains up to date.

Conclusion

The release of v3 of the ITIL methodology opens up a great time for executives and IT professionals to begin to explore ITIL in general or to update their certification. Because ITIL v3 focuses on different areas than v2, the new information can be of great benefit to businesses. In addition, ensuring that those in the IT industry have a solid understanding of the latest ITIL framework will lay the groundwork for a speedy adoption of future releases.

1. [http://ift.tt/1cjNQWx], accessed June 11, 2007.

2. [http://ift.tt/1cjNQWB], accessed June 11, 2007.

Jill Knapp is a senior consultant and trainer for Quint Wellington Redwood, a trusted training partner for WestLake Training and Development. Her IT career spans the Big 5 Consulting, Medical, Legal, Financial, Pharmaceutical, dot.com, Fortune 500, Entertainment, Publishing and Retail industries, with consulting expertise in Service Desk implementations, process redesign, outsourcing and technical writing. When she’s not traveling for work, Knapp is traveling with her big band, The Industrial Jazz Group. For more information about ITIL training courses offered by WestLake, please visit http://ift.tt/1cjNQWD.

Related articles

• Executive Briefing: The Benefits of ITIL


• ITIL study resources?


• ITIL and the Business Relationship Manager: Avoiding the Performance Trap!


• Pursuing the ITIL 2011 Foundation Certification.


• Training Courses for Professionals


• Build and demonstrate IT success


• Desperately Seeking Business and IT Synchronicity


• Faster and Process Focused: Service Management Software OTRS 3.2 released


• How ITIL gets Incident vs Problem wrong | The IT Skeptic


• Why fight the symptom, when you can solve the problem?

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Understanding ITIL Qualification Paths

Understanding the ITIL Qualification

by: Simon Buehring

ITIL (the IT Infrastructure Library) is the most widely recognised IT Service Management qualification in use at the moment. It is accredited by the APMG (the same organisation that administers PRINCE2 and MSP), and is assessed through similar objective-testing examinations.

There are four levels to the ITIL V3 qualification, each of which is attained by the completion of a certain number of modules or credits. Once a student has earned 22 credits, the ITIL V3 Diploma (or “ITIL Expert in IT Service Management”) is awarded. The ultimate tier of the qualification is ITIL Master, which is assessed through peer review, written examinations and case studies/simulations. This level requires substantial practical experience of IT Service Management.

Foundation

The Foundation module is standard and requisite for all ITIL V3 students. It is worth 2 credits, which are gained by passing the ITIL Foundation level examination. It is aimed at anybody who needs to have a basic awareness of what ITIL is, or who needs to gain a higher-level ITIL qualification – for example, individuals working within or alongside an IT Service Management environment.

The ITIL Foundation module covers the following areas:

• Service Management as a practice

• The Service Lifecycle

• Key principles and concepts of ITIL

• Important models and terminology used within ITIL

• Selected processes, roles and functions important to ITIL

• Technology and architecture (awareness only)

The Foundation exam contains 40 multiple choice questions, each offering the candidate four choices, only one of which is correct. The exam lasts for 60 minutes and is closed-book, so no course notes, manuals or other revision guides may be used. The candidate must score 26 correct answers (65%) in order to pass the exam.

Intermediate

There are nine Intermediate level modules, each worth between 3 and 4 credits. A total of 15 credits must be earned in order to be eligible for the ITIL V3 Diploma. These credits may be earned through modules taken from either one of the main modular streams (the Service Lifecycle Series and the Service Capabilities Series), or through a combination of the two.

There are five Service Lifecycle modules, each of which focuses on one stage of the Service Lifecycle (Strategy, Design, Transition, Operation, and Continual Service Improvement). The Service Capabilities Series contains four modules, each of which examines a cluster of role-based processes (for example: processes associated with Operational Support and Analysis).

All credits are earned through attendance of approved training courses and passing the ITIL modular exams. All Intermediate level exams are 90 minutes long and consist of multiple choice questions divided into 8 main sections and based on Service Management scenarios. The pass mark for these exams is 70%, and answers are marked using gradient scoring (i.e. a = 2 marks, b = 1 mark, c = 0.5 marks, d = 0 marks).

The Intermediate-level certificates are independent qualifications and are aimed at individuals who wish to deepen their understanding of particular elements within ITIL Service Management, or who need to gain the ITIL V3 Diploma. It is recommended, although not required, that a student has 2 years of related work experience and basic exposure to IT concepts before attempting the Intermediate-level courses.

ITIL V3 Diploma/ITIL Expert

Once a student has gained 2 Foundation level credits and at least 15 Intermediate level credits, one final synoptic or normalizing module is compulsory in order to gain the ITIL V3 Diploma (or ‘ITIL Expert’). This module is worth 5 credits and is called ‘Managing Across the Lifecycle’.

Managing Across the Lifecycle is designed to complement the Intermediate modules previously studied by each candidate, by providing the ancillary knowledge necessary for practical implementation of the Service Management theory within a business context.

The examination for Managing Across the Lifecycle follows the same format as the other Intermediate level exams.

ITIL Master

The ultimate tier of the ITIL Service Management qualification depends much more than the earlier layers on practical experience and individual expertise. Eligibility is assessed through peer evaluation, written exams, case studies and simulations. ITIL recommends that at least eight years experience in IT Service Management will be expected of all ITIL Masters.

Source

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