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Thursday, 31 July 2008 20:00

ITIL v3 and Service Management

Written by  Terry Longo
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Back in April I introduced the subject of ITIL and its contribution to an increasingly successful BA/IT relationship.  At that time, most ITIL-based IT organizations were using ITIL v2, with implementations focusing primarily on operational IT efficiency.  The necessity of strong IT/business alignment is emphasized in ITIL v2, but ITIL v2 lacks a compelling framework within which that alignment can be understood and materialized.  This can actually be deduced from the organization of the ITIL v2 books and chapters, with the ITIL processes themselves (Incident Management, Problem Management, Change Management, etc.) as the main topics.

ITIL v3, introduced in May 2007 (you can find a good starting point for additional ITIL information here), not only subsumes the IITL v2 content but
  1. Reframes it entirely, presenting the material within the business life cycle phases of Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement
  2. Introduces Service Management as a generalization of IT Service Management (with very interesting implications for BAs - to be covered in my next article)

Have you looked into ITIL v3?  Do you work with an IT organization that is adopting ITIL v3?  Do you have plans yourself to become ITIL Expert certified, to complement your CBAP certification plans?
Read 1773 times Last modified on Tuesday, 27 March 2012 13:46
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Comments  

 
0 # Jaqi Haworth 2009-05-27 06:54
Hi Terry - thanks for your great posts around the comparisons of ITIL and BA. My background was originally as a pure-ITIL V2 Service Desk Manager. I came late into Business Analysis after implementing Problem Management (root cause analysis) which pointed to requirements elicitation and service transition being the cause of so many incidents in the live environment. Ha ving recently qualified to ITIL V3 Expert, I've been thrilled to see the concepts of business analysis (in the guises of service design/transiti on, continual service improvement, strategic alignment/aware ness, requirements elicitation, benefits realisation etc) making appearances in the ITIL lifecycle stages. There is a lot of overlap and much for ITIL practitioners to learn from BA techniques and vice-versa. Thi s week I am facilitating a cross-training workshop with a fellow ITIL V3 colleague and a PRINCE2 colleague in BA techniques. All 3 of us are getting a different perspective on the way we view Service Management going forward. I certainly advocate that BAs take time out to explore the ITIL v3 perspective and in return that we champion the work BAs do in getting the 'right' solutions designed & transitioned into the live environment, whether following the CBAP certification or otherwise. I mean, why should ITIL get the credit for a 'new' lifecycle approach when what it essentially being described is a Business Analysis project?
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