Third-Party White Paper by EMA: ITIL v3: Making Business Services Serve the Business

ITIL V3: Making Business Services
Serve the Business
®An ENTERPRISE MANAGEMENT ASSOCIATES (EMAT) White Paper Prepared for ASG
October 2008
IT Management Research, Industry Analysis, and ConsultingITIL V3: Making Business Services Serve the Business
Table of Contents
Executive Summary..............................................................................................................................1
Introduction...........................................................................................................................................2Bridging from ITIL v2 to v3.........................................................................................................3
ASG Business Service Platform and ITIL v3..................................................................................3Business Service Platform..............................................................................................................4ASG's BSP Foundation.............................................................................................................4Service Strategy ..........................................................................................................................5Service Design............................................................................................................................6Service Transition.......................................................................................................................6Service Operation .....................................................................................................................6Continual Service Improvement.............................................................................................7
EMA Perspective...................................................................................................................................7
About ASG.............................................................................................................................................8
©2008 Enterprise Management Associates, Inc. All Rights Reserved.ITIL V3: Making Business Services Serve the Business
Executive SummaryThe Information Technology Infrastructure Library (ITIL) is a collection of information technology best practices, published for the unique purpose of providing guidance for the management of IT. Originally consolidated from both the private and public sector, ITIL has become the most widely accepted approach to IT Service Management (ITSM) in the world. ITIL v3 brings us ever closer to managing IT in a manner that makes business services serve the business.ITIL v2 processes did a great deal to help steer IT management in the direction of improving service for business customers. It ITIL v3 brings us ever detailed end-to-end IT management processes for each major function within IT, and highlighted the need for sweeping closer to managing IT in a changes in our overall approach to IT management. ITIL v3 manner that makes business takes the next step and organizes the previous processes into services serve the business. a lifecycle for the management of services. It also provides an emphasis on Business Service Management (BSM), essentially bringing ITIL into a new era. The 27 processes now defined in ITIL v3 are presented in five volumes that correspond to the five phases of the ITIL v3 Service Lifecycle. Although the changes are considerable, organizations that have implemented processes consistent with ITIL v2 will find the new ITIL v3 a logical and valuable step forward in ITSM.Organizations that have not implemented ITIL v2 processes will still find those core pro-cesses to be a natural starting point. The ITIL v3 lifecycle is one of the more visible changes to ITIL. Providing a logical progression from Service Strategy through Continual Service Improvement, it introduces each best practice as it is needed to support the lifecycle. The new version standardizes language and portions of v2 that needed clarification. For example, the v2 Configuration Management Database (CMDB) has been redefined and framed within a broader system, the Configuration Management System or CMS. Although previous versions of ITIL only recognized the need for a single database, v3 is now more grounded to reality, advocating multiple federated CMDBs. L... [download for more]