3 rd update to ITIL (long overdue) Library Refresh programme Formal qualification scheme

2. 3rd update to ITIL (long overdue) • Library Refresh programme • Formal qualification scheme • Available in 17 languages • MOF is based on ITIL Framework • Many empirical studies available for ITIL ROI? • New ITIL Structure

3. So, Who is Sharon Taylor?

4. Predominant themes => easy implementation, that’s customised to our world • Core = 5 Books, generic best practice guidance, principles that remain constant • Complementary => Topic specific books, e.g. Targeted towards public sector e.g. Financial Sector, Manufacturing Sector • Web => Complete integrated ITIL process map, glossary, standard terms- Bring about a better alignment of business and IT Service initiatives • New library will explore business catalysts

5. - Priorities that the public and companies wanted to see - Improvements to how you can create a value proposition and demonstrate the ROI of ITIL were top priority

6. Pragmatic, Lifecycle approach • Proven, measurable and repeatable over a long term horizon • Solid, reliable, long term core best practices that don’t change much • Strategy at the hub

7. Gaining traction • GovernanceMethods (CoBIT and other governance methods to enable organizations to make choices about all methods)- Case Studies and Templates (e.g. for Service Catalogs)- Hub => Core Practices- Spokes => Particular Technologies and Markets

8. - Key => Centred on business Value- Linkages to other best practices e.g. Six Sigma- Will help organizations align their current investment in Six Sigma to ITIL, for example- ITIL V3 will use scorecards and Deming cycle (it’s built in)

9. Business Centric Focus • ITIL V3 will include already existing lifecycle management practices • ITIL’s role is help you understand the ROI for your organization

10. Q&A Segment (Summary of Questions put to Sharon)- “Are you aware of efforts to bring ITIL to academia?” - Carnegie Mellon has a practice around Service Management & CMM - Part of the refresh certification scheme is being updated to allow there to be more opportunities for academic • “Can you reference any ROI case studies for ITIL?” - Proctor and Gamble - Caterpillar • “Is there an Ontology for ITIL?” - Yes, there will be. Probably the itSMF.“Will there be a structure of ITIL for addressing Outsourcing and Shared Services Environments?” - Yes, this will be addressed in V3 - Driven by many requests for Organizations seeking ISO20000 certification in the Outsourcers they deal with www.ITServiceBlog.com

11. Q&A Segment (Summary of Questions put to Sharon)- “When is the new version going to be released?” - Begins in September 2006 with the 5 new CORE volumes - Service Design, Introduction, Operations, Improvements, Strategy - Authoring underway now by authoring teams - Complementary publications will follow - “What will be the cost of the books?” - Not expecting any significant changes from today’s core - Some material will be re-used from the library, especially Service Support and Service Delivery- “What will be the likely changes to certification?” - Many people are asking this question (of Sharon) - Today’s certification is still valid, but the certification scheme is changing - EXIN and ISEB exams institutes are on the V3 project board and they are working on a new certification scheme, which will be released after a suitable ‘lag time’ – possibly 6-12 months after the release of the books www.ITServiceBlog.com

12. Q&A Segment (Summary of Questions put to Sharon)- “What will be the impact/implications to current ITIL ‘shops’?” - Minimal. This is purposely so. - Some of the process elements will shift into the new core texts - e.g. Planning should be considered in Service Design and Service Introduction - “Not turning the world on it’s ear” (Sharon) - “Positive Impact” (Sharon)- “How will the new ITIL materials be available?” - New Topic Guides - Books, CD-ROM, Free Downloads (Case Studies, Glossary, Integrated Process Maps) - Audio Books are a possibility, time depending- “Do you expect monthly or quarterly updates to the complementary publications?” - These will be updated much more frequently - Looking at establishing a group to manage templates, white papers etc - Rapid turnaround in this area - “When will there be an holistic process landscape for CMM and ITIL?” - Formal mapping between these processes is underway (via OGC) - CoBIT is already done - Other frameworks and methods will be considered, there is an interest

13. Q&A Segment (Summary of Questions put to Sharon)- “Are early draft templates available to enable early alignment?” - V3 work has representatives from around the world (ITIL Advisory Group) - So, it’s not being created in isolation - “A Litmus Test” is going on all the time with this group (Vendors too) - In the next 3-4 weeks the public report on scoping will be available to the public via www.itil.co.uk website highlighting the forthcoming changes - This will be very useful for helping organizations re-align- “Will the complementary ITIL Guides be broken down into how a different Sized Organization can best implement and practice ITIL?” - Yes, the current “Implementing ITIL in small organizations” will be re-written and integrated into the new texts - ITIL will remain owned by the Office of Government Commerce (OGC)- ITIL is not being ‘sold’ - The forthcoming improvements have been done in a very open and consultative forum. www.ITServiceBlog.com

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