Over the past twenty-some years, ITIL® (IT Infrastructure Library) has gone from just another good idea to the development of a major movement within the IT universe. The version that most people know today as ITIL (often referred to as ITIL v2), is defined within the two Office of Government Commerce (OGC, U.K.) publications – Service Delivery (the “Red book”) and Service Support (the “Blue book”). In these publications the 10 core ITIL processes and Service Desk functions are described in (more or less) self-contained blocks. In this world, things were relatively simple. Process areas roughly mapped on to how many organizations could structure their job roles and thus make parts of the framework operational relatively quickly. As a result, many organizations adopted ITIL as their framework of choice and in a very real sense have begun to “think in ITIL”.
With the release of ITIL v3, we now have five volumes to work with:
• Service Strategy• Service Design• Service Transition• Service Operation• Continual Service Improvement
• Changes in basic structure and theory• New training and certification requirements• What will be required to accomplish a v2-v3 migration effort
While the changes to ITIL v3 do bring with them a number of important issues to consider, let’s not lose sight of some good news:
• The ITIL refresh is well underway. Any publicly available framework should realistically be expected to change/evolve over time and set their expectations accordingly. Organizations who adopt frameworks should design in mechanisms to deal with these changes and how they will be accounted for.• I believe that the focus and emphasis placed on customer alignment is ultimately the best news of all, as it keeps the most important issue up in front of us – delivering the necessary results to the customer/user communities that we serve.
In upcoming blog entries, I intend to provide more details on ITIL v3 framework by:
• Providing an overview of the five books and how they relate to each other• Discussing the ITIL Core processes and mapping them to their respective books• Discussing the changes associated with the shift from a process- to lifecycle-centric orientation• Examining the impact of the changes in certification and education