ITIL V2 To V3 Comparison

ITIL V2 to ITIL V3
A Comparison of Best Practice

Frameworks: Silos to Lifecycle
Rick Leopoldi
RL Information Consulting LLC
ITIL is a Registered Trade Mark, and a

Registered Community Trade Mark of the Office of
Government Commerce, and is Registered in the
U.S. Patent and Trademark Office
People Process Technology

Organization Integration
ITIL V2 Framework and Processes
Slide - 2

ITIL V2 Framework and Processes

IT Service Management
Service Delivery
Service Support
Service Level Management

Financial Management for IT Services
Capacity Management
Service Desk *
Incident Management
Problem Management
IT Service Continuity Management
Configuration Management
Availability Management
Change Management
Security Management
Release Management
* Note that Service Desk is a Function, not a process.

Slide - 3

ITIL Version 3 Model
Slide - 4

ITIL V3 View of the Business
Marketing
Sales
Facilities
Human Resources
Finance
Contracts
Legal
Primary Business Processes
IT Management
Infrastructure, Applications, Services
Slide - 5

ITIL Service Management Practices

Publicly available collection of books owned by the UK OGC (Office
of Government Commerce). Refreshed every 10 yrs or so. This

version re-branded to ITIL Service Management Practices.
The Service Lifecycle
Business Service Management
Slide - 6

Service Strategy
Demand, Strategy, Portfolio, Financial
Management
Service Design
Service Level, Availability, Capacity, Continuity,
Security, Supplier Management, Service Catalog
Service Transition
Transition Planning/Support, Change, Release
and Deploy, Service Asset and Configuration,
Service Valid/Test, Evaluation/Knowledge Mgt
Continual Service Improvement
ITIL V3 Process Flow
Service Operations
Event, Incident, Problem and Operation Management and Service Request
fulfilment
Slide - 7

ITIL V3 Disciplines and Processes

Service Strategy
Service Design
Service Transition
Service Operation
Strategy
Generation
Service Catalogue
Management
Transition Planning
and Support
Event
Management
Service Portfolio
Management
Service Level
Management
Change
Management
Incident
Management
Financial
Management
Capacity
Management
Service Asset & Configuration

Management
Request Fulfillment
Demand
Management
Availability
Management
Release & Deployment

Management
Problem
Management
IT Service Continuity
Management
Service Validation
& Testing
Access
Management
Information Security
Management
Evaluation
Operational Activities
Supplier
Management
Knowledge
Management
Continual Service Improvement

7-Steps Improvement
Process
Service Reporting
Service Measurement
Slide - 8
Service Level
Management

V3 - Expanded Processes, Functions, Roles

New CORE capabilities in the ITIL V3 Service Management
Practices:
Also Official Introduction to the ITIL Service Lifecycle

Slide - 9

ITIL V2 training/certification available at the

Foundation, Practitioner, Master levels
Foundation
Basic understanding of the ten

ITIL Service Delivery and Service
Support processes and the Service
Desk function
Practitioner
2-3 day training,

Deep understanding of one ITIL
process. Foundation certificate is a 2 hour essay style
prerequisite
exam
Masters
Deeper understanding of all ten

ITIL processes and the Service
Desk Function. Foundation
certificate is a prerequisite
Slide - 10
2-3 day training,

1 hour multiple
choice exam
2-3 week training,

2x3-hour essay
style exams

ITIL V3 Qualification Scheme Diagram

http://www.itil-officialsite.com
Uses a system that enables an
individual to gain credits for each
exam they take
Once candidates accumulate a
sufficient number of credits they
can be awarded the ITIL Expert in
IT Service Management
There are four levels within the
scheme:
Foundation Level
Intermediate Level (Lifecycle
Stream & Capability Stream)
ITIL Expert
ITIL Master
Slide - 11

V2 Service Support Map to V3

ITIL V2 Process
Primary ITIL V3 Book
Change Management
Service Transition
Configuration Management
Service Transition
Release Management
Service Transition
Configuration Management and

the CMDB
Service Transition as part of the

Configuration Management System
Incident Management
Service Operation
Problem Management
Service Operation
Service Desk
Service Operation
Fault (ICT Volume)
Service Operation
Knowledge Management (New)
Service Transition
Slide - 12

V2 Service Delivery Map to V3

ITIL V2 Process
Primary ITIL V3 Book
Financial Management
Service Strategies
Availability Management
Service Design
Capacity Management
Service Design
IT Service Continuity
Management
Service Design
Referenced in Service Transition,
Service Operation and Continual
Service Improvement
Service Level Management
Service Design
Service Catalogue (New)
Service Design
Slide - 13

Some Critical Success Elements

Limit scope to a number of core processes that can be done
realistically. Dont try to boil the ocean.

Focus on Service Management. Know your Business Services.
Ensure necessary measurements and metrics are in place. Move
rapidly to establish baselines and show measurable benefit
Create an organization-wide communication plan to assist in your
organizational change project:

Creating organizational awareness

Set and manage expectations
Maintaining momentum
Focus on Training and Working Sessions for all departments and
management. Ensure Commitment, Coordination, Cooperation

Create transitional road map for organization style, needs, ability
Leverage Experienced Consultant Expertise for support as needed
Slide - 14

Some Roadblocks/Overarching Factors

Prioritize transition initiatives: Stabilize, Rationalize, Transform
Evaluate what can speed up process i.e. Intellectual Capital, etc.
Adopt a Service Management Culture Value connection of
people and process activities to customer - not just a new set of

rules and bureaucracy
Espouse End-to-End Service concept not technology silo solution
Effective Organization/IT Governance: Separate Owners, Users
Process Support areas: i.e., Knowledge, Risk, Quality
Management
Assess, Plan, Design, Implement Skills are not "Managing" Skills
Manage technology vendor relationships and the value of "one
throat to choke"
Slide - 15

Top Reasons for Failure

1. Absence of high visibility, participative executive management
2. Poor organizational readiness: Wants/Capability mismatch. Adopt/Adapt
3. Being too ambitious, Boil the Ocean, Is world class needed?
4. Allowing departmental demarcation (silos)
5. Lack of effective communication plan for organization change
6. Organization/IT Culture: Failing to maintain momentum. ITIL zealotry.
Academic fad vs Experience. No CSIP
7. Not assigning process owners and other internal resources: Governance
8. Lack of best-practice process knowledge for use during implementation
9. Effective Program/Project Management Time and Resources
10. Improper training of staff, and no embedding of processes. Mistaking
education for implementation experience
Slide - 16

ITIL V3 Approach
Assess Current then Future Desired States
Focus on How for new ITIL processes:

Life cycle approach

Service Portfolio, Service Catalog
Knowledge Management
Address Perspectives Holistically:

People: Broad and deep training options

Process: Mapping and Leadership/Governance
Technology: Integrated yet Incremental, Qualified and
Quantified, ITIL process Automation
Information: Measurements and Metrics to ensure SIP
Partners: Options for Service and Educational Offerings
Slide - 17

ITIL V2 or V3?
Could be Either Depends on Requirements,
Focus, Priorities but V3 is Preferred

Focused Organization Transformation ITIL:
IT more efficient, Service Management: More
Effective Organization
Adopt and Adapt: customized to fits business
needs and requirements to be Value Add
Focus on Perspective of Horizontal not Vertical,
Business use of IT as a Service Provider
Slide - 18

V3 Benefits Summary
The result of current and future best practices
in IT Service Management Silo to Lifecycle

Provides a basis for faster implementation,
reduced time-to-value and ultimately better ITbusiness integration
Supports all ITIL V2 processes and leads the
journey forward
IT Service Management: Future Desired State
that includes virtualization and automation
IT more Efficient and the Organization more
Effective
Slide - 19


ITIL V2 To V3 Comparison

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ITIL V2 to ITIL V3

A Comparison of Best Practice

ITIL is a Registered Trade Mark, and a

People Process Technology

ITIL V2 Framework and Processes

RL Information Consulting LLC

People Process Technology

ITIL V2 Framework and Processes

Service Level Management

IT Service Continuity Management

* Note that Service Desk is a Function, not a process.

People Process Technology

ITIL Version 3 Model

RL Information Consulting LLC

People Process Technology

ITIL V3 View of the Business

Primary Business Processes

RL Information Consulting LLC

People Process Technology

ITIL Service Management Practices

of Government Commerce). Refreshed every 10 yrs or so. This

Business Service Management

RL Information Consulting LLC

People Process Technology

Continual Service Improvement

ITIL V3 Process Flow

People Process Technology

ITIL V3 Disciplines and Processes

Service Asset & Configuration

Release & Deployment

Continual Service Improvement

RL Information Consulting LLC

People Process Technology

V3 - Expanded Processes, Functions, Roles

Also Official Introduction to the ITIL Service Lifecycle

People Process Technology

ITIL V2 training/certification available at the

Basic understanding of the ten

2-3 day training,

Deeper understanding of all ten

RL Information Consulting LLC

2-3 day training,

2-3 week training,

People Process Technology

ITIL V3 Qualification Scheme Diagram

RL Information Consulting LLC

People Process Technology

V2 Service Support Map to V3

Primary ITIL V3 Book

Configuration Management and

Service Transition as part of the

Fault (ICT Volume)

Knowledge Management (New)

RL Information Consulting LLC

People Process Technology

V2 Service Delivery Map to V3

Primary ITIL V3 Book

Service Level Management

Service Catalogue (New)