introducing ITIL 2011 Edition - isaca.org

1 Key facts on the update for Practitioners introducing itil 2011 Edition What we will cover What has changed with itil 2011 Edition (publications, glossary, syllabi, sample and actual exams, courses, qualifications, other)? Where can I get the itil 2011 Edition publications, new syllabi, sample exams, and change tracking document? When are the itil 2011 Edition courses available from Pultorak? Where can I preview the course content? Are the itil 2011 Edition exams available? Are the itil version 3 examinations still available, and if so, for how long?

2 Can I still get itil version 3 courses from Pultorak? Is there a downside to taking itil version 3 versus itil 2011 Edition courses and exams? If I have earned V3 certifications are they still valid, or must they take an itil 2011 Edition exam to remain current? What is the upside / downside of using itil V3 versus 2011 Edition courseware? What are the practical implications of this change for practitioners? If I have started my itil Expert certification with itil V3, can they finish it with itil 2011 Edition courses and examinations?

3 itil 2011 Edition the intent: an update, not new version ; no significant core processes, principles change, as focus is on clarity The Intent Update the publications to be easier to understand and relate more clearly to one another Fix errors and inconsistencies in text and diagram content , presentation Fix Change Control Log issues for clarity, consistency, correctness, completeness Address trainers suggestions to make itil easier to teach Revise Service Strategy to ensure concepts are explained in a clear, concise and accessible way.

4 Improving their exposition, not simplifying them Respond to users feedback and requirements itil 2011 Edition published 29 July 2011 Source, Handout: The itil 2011 Edition publications are: itil Service Lifecycle Suite, 2011 Edition itil Service Strategy, 2011 Edition itil Service Design , 2011 Edition itil Service Transition , 2011 Edition itil Service Operation , 2011 Edition itil Continual Service Improvement , 2011 Edition itil 2011 Edition What Has Changed Publications Global updates to all core publications For consistency to aid navigation Standardized structure To improve flow and readability and ensure alignment across the suite Includes clarification of interfaces.

5 Inputs and outputs across the service lifecycle Reorganized content Across the publications and the itil glossary Clarified and aligned terminology Source, Handout: OGC Mandate for Change, Project requirements for an update to the itil core publications the intent was largely followed In Scope Remedy inconsistencies in content of the books: Roles need to be consistent across the books, so that activities apply to only one role Clarify that organizational structures given as examples are indicative not prescriptive Restructure the guidance to ensure that all five publications are organized in the same way.

6 Each process has goals, purpose, objectives Look at how the processes are dealt with, and ensure a common treatment for all Ensure the books are aligned, where relevant, with guidance in MSP , M_o_R , PRINCE2 and P3O Give clear explanations and descriptions of roles and responsibilities Standardize glossary definition use in the five titles. Ensure explanations in the text match the glossary Update to the glossary to take account of the comments made in the Change Control Log Examine the definition and usage of the roles of Product Manager and Service Owner Ensure that service catalogue manager appears within Service Operation Redesign the content according to OGC s updated style guidelines.

7 Out of scope Any changes which would invalidate the current use of itil , whether by organizations which have adopted its use or by individuals who have taken an itil qualification and are currently using the method in their workplace. New concepts are not to be added. itil 2011 Edition New Concepts Strategy Management for IT Services (New Process) Business Relationship Management (New Process) Design Coordination (New Process) Evaluation renamed Change Evaluation (Renamed Process) Continual Service Improvement Register (new Concept) itil 2011 Edition What Has Changed 26 processes, 4 functions Service Strategy Processes (5) 1.

8 Strategy management for IT services (New) 2. Service portfolio management 3. Financial management for IT services 4. Demand management 5. Business relationship management (New) Service Design Processes (8) 1. Design coordination (New) 2. Service catalogue management 3. Service level management 4. Availability management 5. Capacity management 6. IT service continuity management (ITSCM) 7. Information security management 8. Supplier Management Service Transition Processes (7) 1. Transition planning and support 2. Change management 3.

9 Service asset and configuration management 4. Release and deployment management 5. Service validation and testing 6. Change evaluation (Renamed) 7. Knowledge management Service Operation Processes (5) 1. Event management 2. Incident management 3. Request fulfillment 4. Problem management 5. Access management Continual Service Improvement Processes (1) improvement process Service Operation Functions (4) 1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management Strategy Management for IT Services, Business relationship management, Design coordination new.

10 Evaluation renamed to Change evaluation, all sub-processes subsumed under one seven-step improvement process in CSI itil 2011 Edition What Has Changed 26 processes, 4 functions itil 2011 Edition What Has Changed Publications Service Strategy Strategy Management for IT Services (New Process) Business Relationship Management (New Process) Clarified / expanded: Financial Management, Governance, Cloud Computing, Service Management implementation, organization Service Design Design Coordination (New Process) Clarified / expanded: Five aspects of Service Design, service transition from pipeline to catalogue to retired, service catalogue Service Transition Evaluation renamed Change Evaluation (Renamed Process) Clarified / expanded.