ITIL v3: Managing Application and Infrastructure Changes

®ITIL V3: Managing Application
and Infrastructure Changes>
White paperPreface About the author About TidewayIT service providers need to offer services that Shirley Lacy is Managing Director of Tideway Systems is a private company thatdeliver new business opportunities whilst ConnectSphere, which specializes in the develops software products for large ITincreasing levels of availability, controlling risks application of service management best organizations. Tideway was founded by and reducing costs. Well-performing organizations practices to deliver value from IT investments. Richard Muirhead in 2002. By the end of have effective change management practices and Shirley has a wealth of experience in planning 2005, it had grown to 80 employees, 22high levels of availability and performance. These and implementing service management and customers, and had closed over $12M inorganizations plan, test, coordinate and schedule she has been implementing change and bookings for the year. Tideway is rated a application and IT infrastructure changes using an configuration management successfully category leader by both Gartner and Forrester.integrated configuration management database since the late 1980s. Tideway is backed by Apax, a leading venture(CMDB) and automated tools. This enables people capital firm, and operates from offices in to understand the relationships and dependencies Shirley is Vice Chair of the British Computer London and New York. Tideway's customersbetween the IT infrastructure, application, IT Society (BCS), Configuration Management include Wachovia, Dresdner Kleinwort, services, business process and stakeholders whilst Specialist Group, and she represents the ING, BT, LogicaCMG, British American also providing an auditable record of changes and BCS on the BSI IT Service Management Tobacco, Dimension data, Co-operative bank,recovery points. committee that developed the IT service Lastminute.com, BSkyB, GSK, Mizuho andmanagement standard, ISO/IEC 20000. Linklaters. Tideway's partners include IBM, This paper provides you with practical guidance She co-authored the BSI publication Sun, HP, BMC, Managed Objects, Interlink,®based on the practices in ITIL V3 that will help "A Manager's Guide to IT Service Management" Oracle, Microsoft, Citrix, BEA and Sybase.you manage application and infrastructure and the BSI series on "Achieving ISO/IECchanges and configurations. 20000" with Jenny Dugmore. Shirley authoredthe ITIL V2 configuration management chapterand is a co-author of the OGC's ITIL V3 ServiceTransition best practices with Ivor Macfarlane.
2 ITIL V3: Managing Application and Infrastructure ChangesSer
Overview
The ITIL V3 core books are: Many organizations are adopting Why ITIL V3? n Introduction to the Service Lifecycle: As anITIL as part of a framework to deliver introduction to ITSM, ITIL and why the serviceThroughout the last decade global organizations lifecycle approach is best practice, the bookbetter quality IT services. The new have become increasingly dependent on the help provides a general overview of the detailversion of ITIL V3, launched in June, of IT services to enable the communication, contained within each of the core books.is an important evolutionary step coordination and control of business across a n Service Strategy: Covers service managementthat enables organizations to build heterogeneous and increasingly virtualized strategy and value planning, linking IT serviceenvironment. During this period, IT organizations strategy to business needs; service economics;on their successes with ITIL V2. have been reducing costs through consolidation, planning and implementing service strategy.ITIL V3 raises the bar for IT Service transformation, automation, standardization, n Service Design: Takes new or changedManagement (ITSM) by establishing shared services, managed services, outsourcing, business requirements and develops a solutiondesigned to meet the current and futurethe integration of business strategy global and multi-sourcing strategies, virtualizationand service oriented architecture (SOA) initiatives. business requirements. It provides guidancewith IT service strategy. It recognizes ITIL V3 reflects the way that ITSM needs to on the production and maintenance of ITthe need to manage complex respond effectively and efficiently to keep up with policies, architectures, and documents for changing business and technology environments. the d... [download for more]