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What is ITIL®?
What is ITIL®?
ITIL® stands for the IT Infrastructure Library and was originally developed by the UK Government. It has become the most widely accepted framework for implementing good practice in IT Service Management (ITSM) leading to its adoption in many organisations in the UK and overseas.
ITIL® is the most widely accepted approach to IT Service Management in the world, providing a cohesive set of good practice guidance drawn from the public and private sectors across the world.
The ITIL® philosophy grew up around the guidance contained within the ITIL® core books and the supporting professional qualifications scheme. In the 1990s, the ITIL® core books were updated to Version 2 and accompanying qualifications were developed by ISEB and EXIN in agreement with the then official accreditor, the Office of Government Commerce (OGC), and the user’s forum, the IT Service Management Forum (itSMF).
However, in line with the fast developing nature of the industry, Service Management as a concept evolved, so in 2004 the OGC decided it was time to refresh the ITIL® guidance. The ITIL® Refresh project began back in November 2004 with the aim of improving the usefulness and applicability of ITIL®, and clarifying the link between employment of the best practices and business benefits. Each of the five books (Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement) was reviewed by almost 50 representatives of industry, representing different sized companies and various sectors, in public and private enterprise.
Why was it updated?
Over the years ITIL has evolved because service management practices have changed due to new knowledge, technical innovation and thought leadership. ITIL V3 reflects this.
The new qualifications were developed in line with the new publications launched in June 2007 and have been designed to tailor a candidate's V3 education and certification specific to their skills and needs.
One of most common questions asked is whether peoples' V2 qualifications will still be valid. The easy answer is yes and there are now a number of ways that people can see how V2 qualifications are included in the new scheme.'
What is the impact of ITIL® Version 3 on existing ITIL® credentials, will they also need to be refreshed?
It is inevitable that people will eventually regard a Version 3 certificate as more valuable than a Version 2 one. Especially as OGC have confirmed that the withdrawal of Version 2 will complete on 30 June 2011. ISEB/APMG offer bridging examinations and migration paths to appropriate level Version 3 certificates.
Will my investment in ITIL® Version 2 publications and training be lost?
No, 95% of Version 2 still applies. It is more a question that ITIL® has grown (towards the business) and matured rather than changed.
What are the most significant differences between V2 and V3?
The key point is that Version 3 articulates the relationship between IT and the business far more clearly than earlier versions of ITIL®. Instead of focusing on processes as in Version 2, Version 3 considers a wider view of IT by considering the lifecycle of a service from its initial planning, which should be aligned to business need, through to its final retirement. This allows a more thorough treatment of strategic options, functions, roles and responsibilities as well as continual improvement. The processes remain and have been improved.
ITIL - Version 3: Also looks more closely at alignment with other best practices and standards. The differences in the definitions of Service Management between the two versions illustrate this well.
ITIL – Version 2: A set of integrated processes that underpins core business processes by linking infrastructure management with business need.
ITIL – Version 3: A set of specialised organisational capabilities for providing value to customers in the form of services.
The processes remain and have been expanded and improved:
ITIL Version 2 – 10 Processes and 1 Function
ITIL Version 3 – 24 Processes and 6 Functions
What practical support is there for the Version 2 to Version 3 migration?
Advance ITSM Ltd offers a range of consulting services including Version 2 to version 3 migration. Visit the consulting section to learn more about this service, our approach and key deliverables. You can alternatively send an email to enquiries@advanceitsm.com
What is the value of putting someone through ITIL® ?
ITIL® has become a clear benchmark standard for organizations worldwide and it is far more than just Service Management at its’ core.
Getting people ITIL® qualified is all about achieving success and getting it right first time every time. Service Management is no longer just a support function but a strategy leading any organisation’s business. Because of this importance it is vital that individuals can themselves be benchmarked within the standard and gain recognition for the vital part they are play.
An organisation won’t just be working more effectively and raising the prominence of their staff but will save huge amounts of money (Proctor and Gamble estimated they saved over £100m by implementing ITIL®).
Is ITIL® still independent?
Yes. The ITIL® Version 3 guidance was written by respected authors recruited through a global competition, and reviewed by over 400 selected industry experts and public volunteers in all the stakeholder groups, globally. It has no commercial agenda.
How are other standards being aligned to ITIL® ?
There are many international initiatives underway to align other standards to ITIL Version 3 and, when available, ISEB/APMG will publish guides to alignment of ITIL® with other global best practices on their website. The first of these is likely to be with COBIT later this year.
There is a lot of enthusiasm amongst ITIL® stakeholders that ISO/IEC 20000 continues be aligned with ITIL®. Those responsible for ISO/IEC 20000 revision appreciate the role that ITIL® processes play in underpinning ISO certification.
The ITIL Certification Pathway and Roadmap
Set out below are the routes from the introductory ITlL® Foundation Certificate to the higher ITlL® Manager’s and ITlL® Expert Certificates and the suggested target audience. Where do you fit in?
ITlL®
The Certification Scheme is points based, with points awarded for each exam passed. As students progress they accumulate points towards the target of 22 to achieve the ITlL® Expert Certificate. The basis for allocating points is outlined in the diagram below.
OSA – Operations Support and Analysis
RCV – Release Control and Validation
SOA – Service Offerings and Agreement
PPO – Planning Protection and Optimisation
V3 Target Audience:
Awareness – any staff, groups, teams, company IT departments, managers, wishing to have an introductory understanding of ITlL® V3 Service Management.
Foundation – all staff involved with IT Service Management disciplines and gives an awareness of the techniques and processes involved across the Service Lifecycle.
Intermediate Lifecycle and Capability – Individuals who require a deep understanding of ITlL® processes and how it may be used to enhance the quality of IT service support within an organization, and IT professionals that are working within an organisation that has adopted and adapted ITlL® who need to be informed about and thereafter contribute to an ongoing service improvement programme.
Managing Across the Lifecycle – Individuals who require a business & management level understanding of the ITIL® v3 core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation, and seeking to attain the ITIL® SM Expert in IT Service Management.