1. ITIL Refresh News1st Edition Autumn 2006 Official News Straight ContentsIntroduction to the ITIL Refreshby Chief Architect Sharon Taylor.................2From the SourcePublication News ..........................................4The Core of the MatterThe ITIL Library: Bigger Picture, Better PictureWinning Sets A very warm welcome to the first ITIL Youll also find a wide range of articles,Complementary Portfolio Refresh newsletter.both news and fact based. We cover theIts the Business: ITIL for Executivesnew role of APMG and its impact onGoing Global: ITIL in Translation Were delighted to be producing this for qualification, training and accreditation Whats new in ITIL Version 3 a number of reasons, not least because and give a full title by title description of by Chief Architect Sharon Taylor.................7 its the first time that every aspect of the the Core Refresh publications along with project, publications, accreditation and details of their formats. You can also take Accreditation and Examination News ........8 examinations, have been brought together advantage of our elerts, along with news of APMG: A New Global Focus in this way. the complementary portfolio and how ITILAccreditation: a Question of Standardsis going international. Examining ITIL So what have we got to offer you?International PanelLast but not least, theres an interestingAPMG: Your Questions Answered Our main aim is to make sure you are up- article that explodes the various myths and International Access to-date with the Refresh project and knowlegends that have sprung up around theWorldwide Network, Global Recognition what is happening and why. So in keeping Refresh project. Were confident that youll with our pledge to give you official newsfind the facts much more interesting than An interview with straight from the source, we have an the rumours!Chief Architect Sharon Taylor ....................10 interview with Chief Architect Sharon Taylor Myths, Rumours and Speculation .............12 who, amongst other topics, tells us whoWe welcome questions, feedback and your is involved in the project, when it started, input. If there is anything you want to see and why she is so confident that it meetscovered in the next newsletter early 2007, the needs of the community. To bring you please feel free to email me at address the complete picture, other contributors below.Be Sure to Stay include OGC, The APM Group (APMG:Sue Downey OGCs official accreditor) and TSO (projectEditorUp-to-Date manager of the ITIL Refresh project and OGC@tso.co.ukWhile this newsletter will put you in OGCs official publisher). touch with whats going on with ITIL,new developments will happen all thetime. Thats where the elert service Natural Development: comes into its own.ITILs New LookThe service is all about letting youknow the latest news as and when The striking imagery in this newsletter is based it happens. Elerts will automatically on the imagery used throughout the new keep you up-to-date with all key ITIL library. Growth, proportion, structure, developments, new FAQs as well as harmony and the concept of lifecycle are all news on the Refresh project. encapsulated in the pictures, which feature X-rays of natural, growing organisms.Registering could not be easier. Simply complete the To take just two examples: the leaf, usedform located at www.best- to illustrate Service Strategies, is a highlymanagement-practice.com/ structured piece of natural engineering ITILRefreshRegister - to that channels resources to help build ensure you receive the next the greater structure. The nautilus version of the Newsletter shell that illustrates Service Design plus the elerts. is one of the great marvels of nature, combining perfect form and function in a single harmonious design.

2. Introduction from Chief Architect Sharon Taylor As the Chief Architect for ITIL, I have ITILs History Only one of these is totally true of course.Regardless of which tale of ITIL creation you been given responsibility to ensure True to the essence of best practice, lookingchoose to believe or repeat, the fact remains that the new version of ITIL, whenforward takes on greater focus and meaning that during the past 10 years the undeniable released in Spring 2007, will meetwhen we know where we have travelled global success of ITIL as the adopted world the expectations and needs of the from. ITIL has enjoyed a long and popularbest practice for IT Service Management is global ITSM community for years tohistory, and there are many versions of that not fiction. come. No small feat and with that history that have been told over the 20 years responsibility comes many sleepless nights making sure we are getting it of ITILs life. Like a great tale that evolves over time and is embellished by each teller,The ITIL Library of right. The ITIL Refresh project team has worked tirelessly for 2 years now ITILs history has taken on some colourful, entertaining versions of its evolution.Best Practice and we are approaching the mostSince the 1980s, ITIL has undergone two exciting time in ITSM history in a fewITIL was created by the SASmajor revisions: short months. Faced with dangerous missions every day and spy technology that kept failing atVersion 1 1986 - 1999 the original ITIL When the Refresh Communication and function-based practice of 40+ books dealing Marketing Team suggested we createthe worst possible moments, the SAS IT technical support team created ITIL to offer with a variety of IT practices. ITIL Refresh News, I was very pleased. It offers us an opportunity to enhancefaster resolution for field agent incidents and avoid the need to keep recruiting so Version 2 1999 - 2006 V2 of ITIL our communication efforts and ensure Process-based practice of 10 books and the that you, our ITSM community, get many new agents each month. ITIL was so successful that it lowered the TCO (Totalglobally accepted best practice framework official, accurate and up-to-the-minutefor ITSM: information on the ITIL Refresh to help Cost Ownership) of the SAS and maintained a you prepare for what lies ahead.robust knowledge base since agents were not expiring as quickly! Service Support Service Delivery ITIL was a gift from Aliens Planning to Implement Service A superior technically advanced life formManagement from a neighbouring galaxy was amused ICT Infrastructure Management by our lack of service management and the extreme frustration experienced by our IT Business Perspectives Volumes I and II customers. For a decade or so (a nanocade Software Asset Management in Alien time) they were entertained until Application Management they decided they could no longer watch Security Management us bungle our way through our primitive customer service practices and one night, ITIL - Small-scale Implementation. implanted the brains of IT service managers everywhere with the business centric service Version 3 2007 - ?? V3 of ITIL management practice called Intergalactic Service lifecycle-based practice incorporating Technology Intelligence Library (ITIL). We the best of V1 and V2 and tested current best awoke thinking we had just struck upon the practice for ITSM. Five lifecycle titles forming most ingenious common sense to IT servicethe core of ITIL practice: management ever conceived and set out to document it in English. (We never knew of Service Strategies course that it had actually been given to us) Service Design Service Transition ITIL created by UK Government Service Operation ITIL was developed by the CCTA, a predecessor of the OGC, during the late Continual Service Improvement. 1980s when the UK governments reliance on IT was increasing and fiscal efficiencies were The Core is supported by an Introduction being sought. A team of CCTA staff set out and Key Element Guides along with multiple to document a common sense approach to topic specific complementary guides managing IT services that would improveand an integrated service lifecycle model reliability while maintaining cost efficiency. including service, organisational, process and Using their own experience, a collection oftechnology maps. This part of V3 will be then best practices and common sense, thelaunched in Spring 2007. first IT Infrastructure Library was created. 2 ITIL Refresh News 1st Edition Autumn 2006 3. Later in 2007, value added offerings ofITIL and onto the radar of senior business Our research has confirmed that there are templates, case studies, certification study and IT executives. This enhanced visionmajor benefits to adopting the service aids and executive briefs will complete the V3 of what ITIL is, why it is important and the lifecycle approach: portfolio. These will be continuously updatedvalue it brings will only make life easier for and added to our portfolio to ensure we keep those who have struggled to gain greater Establishes the integration of business improving and helping you improve your adoption, and attention to ITIL at all levels in strategy with IT service strategy ITSM practices.the organisation. Enables agile service design and ROI blueprint Common Sense Why the Lifecycle? Provides transition models that are fit for purpose in a variety of innovations Approach Over the past 20 years, the way we manage De-mystifies the management of serviceIT services has changed dramatically. In the providers and sourcing models The common sense approach to the early stages of the V3 refresh, we undertook Improves the ease of implementing and development of ITIL remains at its heart evenmajor public consultations to confirm what managing services for dynamic, high risk, today. The library has evolved with the ITSM we as an ITSM community have learned volatile and rapidly changing business needs industry and version 3 is no different.about best practice and what is relevant inthe IT landscape of today. This also included Improves the measurement and While some of ITIL V3 brings transformationalpredictions for the future.demonstration of value thought leadership, the history of ITIL is Identifies the triggers for improvement and preserved within the pages of V3. Best The former concepts of business and IT change anywhere in the service lifecycle practices from the past two versions of ITIL alignment, the effectiveness of the value Addresses the current gaps and are being brought forward into the new chain and the silos of operational processes deficiencies in ITIL today. design because they work. These practiceshave given way to matured thinking about are still best of breed in our industry andthe realities of where the IT industry is still used every day. We have surrounded, We examined the challenges faced by ITtoday. We have harnessed this thinking in V3 enhanced and updated them with a broaderservice management at all levels and fromand transformed former practice into more scope for ITSM that widens the visibility ofall vantage points. We have designed ITILrelevant, easier to use guidance. V3 with these challenges in mind to take IT service management to new heights of The pastThe present and futureexcellence and to meet the needs of our ITSM community into the future. Business and IT alignment Business and IT integration Value chain managementValue network innovationThe development of V3 has harnessed the Linear Service Catalogues Dynamic Service Portfoliosvision, expertise and realities of thousands of you from around the world. Collection of integrated processesHolistic Service Management lifecycle We have brought together the hearts and minds of the most brilliant experts in the Governance Methods industry and for two years now, we have Staillsnd dedicated ourselves to bringing you the newSkarde& sAgeneration of ITIL best practices that youe dgl igwl Continual Servicenm can continue to depend on for many years KnoImprovementent to come.cs With only a few short months left until V3i ServiceCasTop Design eS hits the market, we will continue to provide lity tud cia information about whats coming and when.ies Spe ServiceStrategies We will ensure that you are prepared for V3ion and can make the transition when you areIntroductService ITILready and with ease. Template OperationAmong the many press interviews I haveExecutiveCo Impro en t c es nti ve given over the past two years, one quotevem ervinu me Service pro l Sal Transitionstays in my mind.Im tinua Ser ntvic neCo The ITIL Refresh is the most important event toSt tyudili happen in the field of IT service management yab Aial in the past 10 years. It is exciting and promises ds Sc a bright future for the ITSM community.Quali s ficatk Win ionsQuic The version 3 packagewww.best-management-practice.comITIL Refresh News 1st Edition Autumn 20063 4. Publication News The Core of the Matter There are five publications in the ITIL range of Service Design (SD) Service Transition Best Practice.In order to meet current (ST) and future businessService Transition focuses Because successful IT management dependsrequirements, Serviceon the broader, long-term on the integration of different elements, the Design provides guidance change management core titles share a consistent structure andon the productionrole and release practices enjoy extensive navigation and links betweenand maintenance of ITso that risks, benefits, the various practice elements.policies, architectures anddelivery mechanisms documents for the design of appropriate and and the ease of ongoing operations of The full contents page for each publication innovative IT infrastructure services solutions service are considered. This publication will shortly be listed on the Knowledge and processes.provides guidance and process activities for Centre found at www.best-management- the transition of services into the business practice.com. Concepts and guidance in this volume include: environment. Service Strategies The service lifecycle Concepts and guidance in this volume include:(SS) Service design objectivesA view of ITIL that aligns Service design elements Managing organisational and culturalbusiness and IT so thatchangeeach brings out the best Selecting the service design model Knowledge managementin the other. It ensures Service, people, process, knowledge, tools Service management knowledge basethat every stage of the Roles and responsibilitiessystemservice lifecycle stays Cost model Risk analysis and management focused on the business case and relates to all the companion process elements that Benefit / risk analysis Lifecycle stages follow. Subsequent titles will link deliverables Implementing service design Principles of ST to meeting the business goals, requirements Measurement and control Methods, practices and tools and service management principles described Challenges, critical success factors and Measurement and control in this publication. risks. Challenges, critical success factors and risks Concepts and guidance in this volume include: Companion best practices. SM strategy and value planning Linking business plans and directions to IT service strategies Planning and implementing service strategies Roles and responsibilities Challenges, critical success factors and risks. 4 ITIL Refresh News 1st Edition Autumn 2006 5. Service Operations (SO) Winning SetsOnline Annual Subscription A one-year online subscription is the onlyBy focusing on deliverySo that all user needs and demandsway to have instant access to the latestand control processfor functionality are met, the ITIL Coreauthoritative text. The product can beactivities, a highly Publication Suite is available in a wide rangenetworked across your organisation, so youdesirable, steady state of of formats. do not need to manage it internally.managing services can beachieved on a day-to-While the titles can be purchased in individual Box Set and Online Subscription day basis. To ensure it is integrated with thevolumes, they provide additional value when For maximum convenience and functionality, rest of the lTIL library, guidance is based onpurchased as a set. Not only will your ITSM buy the full box set and an online a selection of familiar service support and practice gain benefit from being able to see subscription at a special discount rate. service delivery control points the full picture, but you make substantial cost savings too. Concepts and guidance in this volume include: CD-ROM Hard Copy PublicationsOnly available as individual items in SO lifecycle stages non-networkable PDF format. Paperback titles are available individually or Principles of SOas a complete set which comes with a free To ensure you are eligible for the Process fundamentspresentation case. pre-publication offers and to find out Functions details of limited edition formats and Application managementprices simply complete the form located at www.best-management-practice.com/ Infrastructure management ITILRefreshRegister. Operations management Control processes and functions Scalable practices Measurement and control Challenges, critical success factors and risks.Continual Service Improvement (CSI) Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasised the importance of continual improvements. Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement.Concepts and guidance in this volume include: Business drivers for improvement Technology drivers for improvement Justification Business, financial and organisational benefits Principles of CSI Process fundamentals Roles and responsibilities Methods, practices and tools Implementing service improvement Measurement and control Challenges, critical success factors and risks Companion best practices. www.best-management-practice.comITIL Refresh News 1st Edition Autumn 2006 6. The ITIL Library: Bigger Picture, Better Picture Think about an example of any IT service from its inception to retirement. This is the lifecycle of service management. There are many different individuals and parts of an organisation involved in the life of a service. From planning, design, build, test, release, operation, improve etc. Different levels of the organisation and different roles carry out the decision-making, the development and delivery of services.Example: If you were building a house you would work with a variety of individuals at different stages: Strategy building approval, site plans, sales and marketing Design architects, designers, planners Transition interior designers, inspectors Complementaryframework, to market its benefits in businessterms and to illustrate how it aligns with the check all the plans fit together, that things conform to building regulations and willPortfoliobusiness planning cycle. function as they are intended to.A key feature will be the publications focus Register with us and you can be the first to see details of new ITIL complementary on the business case for ITIL including ROI, Each of these teams performs a role publications - without lifting a finger. efficiencies and metrics. It is also intended to in building a house at various points inDesigned to support and advise practitioners,help raise awareness of ITIL and its benefits; the process.as well as throwing new light on coregain the commitment of senior management, products, ITIL Complementary Guidance is and help senior executives market, adopt and Once you move in, the house will need togenerated by both OGC and ITIL partners in retain support for ITIL within the organisation be kept operational through maintenance the ITSM industry. and outsourced relationships. (plumbers, electricians) and via operational services such as the rubbish collection.Made up of hard copy and electronic publications, subjects and titles will range Going Global: ITIL in If you decided to renovate or extend then you would deal with many of the same widely, including for example:Translation individuals but with a view to improving Pocket guidanceTo help drive the refreshed ITILs global roll- upon the original design and operation of Case studies out, the OGC and ITIL Refresh project team is the house. ITIL practice working templatesworking hard to make the guidance availablein multiple languages. The refreshed version of ITIL reflects the Governance methods life of services and so appeals to a broad Certification based study aids.Prompt translation has been prioritised and spectrum of people who carry out roles atthe team is finalising a strategy that will various service life stages. It is important todeliver speed and quality, priority listing know even though you may not currently be the prime target audience, you are likely to Its the Business: ITILand timelines, along with quality assurance be an influencer and so we strongly suggest that everyone reads the entire core library. for Executives mechanisms that involve the ITSM globalcommunity. Following consultation, the next version of To ensure you keep up-to-date with the ITIL will include an introductory guidance title news, register for the ITIL Refresh News aimed at senior executives, which will show and elerts. Simply complete the form how ITIL implementation can result in utility- located at www.best-management- like service quality. practice.com/ITILRefreshRegister. Using business language consistent with the core guidance, the objective is to educate business and IT executives about ITIL as a 6 ITIL Refresh News 1st Edition Autumn 2006 7. What's new in ITIL Version 3Sharon Taylor At this stage of ITIL V3 development we In addition to the development model used,ITIL V3 will bridge the gap between making are finalising the core for Quality Assurance below are key examples of whats new from us great service providers to best in class, reviews and so we have a good idea of how a top down view, looking at overall structure innovative and better than ever service the final core products will look.with some details of new content. providers of the future.Over the entire life of the project I have been It would take a book in itself to describe all of There is a lot to be excited about. And we are. asked, Whats New?the everything that is new about ITIL V3, but Join us at the itSMF UK conference to learn there is no doubt that we are bringing ITIL intomore about why you should be excited too. The correct answer is; Nothing and Everything your future with some exciting, state of theAlternatively ensure you stay up-to-date by at the same time. art, innovative products and services. Theseregistering for the next edition of ITIL Refresh will complement and mature the ITIL we have News and the elert service, simply complete Now before you roll your eyes, please all come to know, trust and value these pastthe form at www.best-management- read on.20 years. practice.com/ITILRefreshRegister. The NothingSome of whats newSome of what you will see New Part Library structure The former collection of topic-based structure of ITIL is Every title in the current ITIL library has been replaced by a core of practice and a complementary portfolio of reviewed and decisions made about thesupporting titles. content that needs to be brought forward Lifecycle model The former process-based model of ITIL is replaced with a to V3. We know that lots of the current ITIL lifecycle model that contains the processes needed to manage Library is still in use, still extremely relevantservices within a lifecycle stage structure. The core practices of and valuable and still needed to be part of thethe Service Management life stages are then supported by more new ITIL since it remains the globally adopted detailed complementary content specific to industry, stakeholder best practice for IT Service Management. and practice topics. This makes the library more practical, easierto use and provides guidance specific to various stakeholder So in that respect nothing has changed.viewpoints to help gain further traction in ITSM. The ITIL you use today will still be part of V3 tomorrow and go forward with your Business as an eco system Evolves us beyond business and IT alignment to the integration ITSM practices.and resulting eco system of business and IT.New IT strategies ITIL is enhanced with guidance on strategies for outsourcing, The Everything co-sourcing, shared sourcing and guidance on selecting the rightmodel and how to make the decisions. New Part New conceptsThe addition of a state-of-the-art Service ManagementKnowledge Base that moves us from capturing data into ITIL V3 will look completely different from V2.transforming it into wisdom. Below I have briefly listed the key things that make everything different about ITIL V3.The addition of Service Portfolios and the use of value networks. The method of development we New processes Request fulfillment separate from incident management to be a scoured the planet for opinions andprocess on its own. experts to work with our team to develop V3. These opinions formed a solid base for Process expansion The addition of functions such as event management built into the key success elements of V3. We talkedthe incident lifecycle. with a broad base of ITSM stakeholders and built a core of practice that will speak The art of creating service utilities, capabilities, resources and to them all. warranties to deliver best of breed service management. The role played by the ITSM community in New practice areasTo enhance operational practice, areas of technical, operational V3 instead of inviting a few key experts and application management. and a few reviewers, we invited members of the community to stand alongside us Organisational structures in each practice area to help readers in development and play an active role create solid foundations for Service Management (SM) practices. throughout. The ITIL Advisory Group (IAG) have been mentors, subject matterITIL enhancements also include interactive templates, business experts, reviewers and ambassadors ofcases and procedures for building, assessing and measuring ITIL V3 for almost the entire length of this returns on investment (ROI). project. So V3 is entirely a community developed practice.New methods ofThe library will continue to exist in books, CD and online format,delivering ITIL but the online subscriptions will offer a variety of exciting value-added products and services.www.best-management-practice.comITIL Refresh News 1st Edition Autumn 2006 7 8. Accreditation and Examination NewsAPMG: A New To ensure that, whilst the accreditation processes remain rigorous andfrom North America, Asia and Europe. Thepanel will be responsible for: Global Focusdemand high standards, APMG does not impose unnecessary burdens on the development of the revised On July 20 2006, TSO and APMG signedthose we accredit. qualification scheme for V3 partnership agreements with OGC for course syllabuses publishing and accreditation services for ongoing development and maintenance of ITIL and OGCs programme and projectExamining ITIL exam questions. management portfolio. This is the first time OGC has brought together global experienceFrom 1st January 2007, APMG will offer ITIL in publishing and accreditation to work on the combined portfolio. accreditation and qualifications services (including exams). As OGCs OfficialYour Questions APMG is responsible for establishing a Accreditor they will act as an Examination Institute (EI), and will also licenseAnswered Qualifications Board. This will bring other EIs that meet international or equivalentWill existing trainers have to enter together representatives from all interestedlocal standards. EIs will accredit traininginto new accreditation procedures? parties, including OGC, TSO, itSMF organisations, known as Accredited Training International, Accredited Training OrganisationsOrganisations (ATOs) and notify APMG, whoIf a training organisation is already accredited (ATOs), examiners, assessors, and Examination will issue appropriate IPR licences for use ofby one of the existing Examination Institutes, Institutes. trade marks and copyright materials.and both the EI and the training organisationsign a license with APMG, there need not be The Board will be charged withEXIN and ISEB have existing licences fromany change to the accreditation procedure. providing advice on appropriate OGC that expire in mid 2007, and are able to standards and assessment processes foroffer official V2 ITIL exams, until then. TheyAny new training organisation will have to all certification activities. may offer official ITIL exams after that time ifdemonstrate that they have: they are licensed by APMG. APMG, OGC and TSO have also established appropriate management systems an Intellectual Property Rights Board inThe current qualification scheme offered by collaboration with the UKs Office of Publicother EIs will remain substantially in place. capable trainers (qualified to practitioner Sector Information (the standard settingOnce V3 is available there will be a singleor manager level) body for best practice in information policy).question bank from which all licensed EIs will suitable training material. The Board will provide a focus for thebe able to select exam questions. development, re-use and management ofIt will be a straightforward process for any the intellectual property within ITIL.It is expected that V2 qualifications andtraining company. publications will continue to be available during a transitional period. EIs and ATOs will Accreditation:have access to V3 information in a timelyWhat levels of certification willthere be? manner and the marketplace will be given a Question of ample advance notification of changes toITIL qualification schemes will be aligned with Standards be implemented OGC will introduce a new governance body called the Combinedthe Refresh due to be launched next year Strategy Board. This board will oversee andand existing qualifications and certificates will For the past 10 years the APMG has remain valid and intact. hold decision authority for the publications of specialised in the accreditation and ITIL and the qualifications based on ITIL. certification of training organisations, Both current and new versions of the consultancy organisations and theirqualification scheme will run concurrently for APMG will create a new Qualification Board personnel for OGCs programme anda period (which will be dictated by a range of (QB) and Examination Panel (EP) covering both project management portfolio. Over thisfactors), ensuring that training providers have current and refreshed ITIL qualifications. period its accreditation processes haveadequate preparation time for transition to The integrity of the current Qualification been continually developed and adapted the refreshed ITIL. Scheme is driven by ICMB (ITIL Certification with three clear objectives in sight: Management Board), which is chaired by itSMFi and has each Examination Institute (EI) Training already undertaken will not be To ensure the marketplace whetherundermined by the introduction of new plus OGC as members. In the forward individuals taking examinations or material. Qualification levels are likely to remain governance model, qualifications integrity will organisations seeking consultancyand it is unlikely that the foundation exam will be an APMG responsibility and they will chair advice has absolute confidence in thechange significantly. The others are subject to the new ITIL QB. services provided by APMGs accredited consideration by the examination panel and organisations. qualification board which is being established. To help APMGs accredited organisations International Panel develop and extend the market for their services, both by supporting new market APMG is establishing an ongoing Senior development initiatives and helping toExaminer Panel that will develop the V3 prevent the misuse of intellectual property Qualification Scheme. Members will be drawn rights by the grey market.8 ITIL Refresh News 1st Edition Autumn 2006 9. International AccessMalaysian/Indonesian (Bahasa), Thai, Vietnamese, Filipino and Gaelic, as well as OGC, APMG and TSO have agreed toDanish, Dutch, French, German, Italian, Polish, work through a Combined Strategy BoardPortuguese and Spanish to name a few! with responsibility for global marketing and overall product development. This will include a coordinated set of product To ensure you keep up-to-date with the websites to provide a gateway for thenews, register for the ITIL Refresh News international community to access theand elerts. Simply complete the form benefits of the products, qualifications located at www.best-management- and accreditation schemes. practice.com/ITILRefreshRegister.As a leading accreditation, certification and examination body, APMG is at the forefront of pioneering developments in this global enterprise with established offices in the UK, The Netherlands, Australia and China. APMGs USA office opens late in 2006, followed by India in 2007. This physical presence is supported by the innovative use of online systems.There are no geographical or logistical constraints on organisations becoming accredited or on examinations being taken. APMG has been instrumental in helping companies throughout the world become established as Accredited Organisations. Worldwide Network, Global Recognition APMG encourages the support of users throughout the world through local pricing policies. This will include, wherever possible, working closely with itSMF International and the ever-growing network of itSMF national chapters. It is through these chapters that APMG will gain significant market understanding, facilitate local customisation of qualifications, and find highly knowledgeable and committed individuals to help with translations and the localisation of services.APMGs wealth of experience working with experts in their own countries has ensured the wide acceptance and adoption of PRINCE2 as an international project management standard. APMG will be working to a similar model to increase worldwide recognition of ITIL V3. Managing Director Richard Pharro says: It is our aim to ensure that many more organisations have the opportunity to benefit from the adoption of best practice through training courses and qualifications.APMG already has experience with working in these languages: Arabic, Chinese, Japanese, www.best-management-practice.comITIL Refresh news 1st Edition Autumn 2006 10. An interview with Sharon TaylorHow did you become involved and I am also responsible for ensuring alignment Did you know that by the end of how were you appointed? to the broader aspects of the project such as this year Sharon Taylor Chief Architect I first heard about the role of Chief Architect qualifications and standards. will have given presentations tofrom a colleague of mine in the IT service nearly 16,000 members of the IT management industry who asked me if I Ultimately I am accountable for the service management communitywould be interested in putting my nameend product. across seven continents?forward. I submitted my details not thinking I would be chosen and was surprised when IWhat is different about this Refresh? was asked to attend an interview. There are significant changes in this approach to the refresh, which The Chief Architect recruitment involvedhave introduced various complexities to a very competitive process. My interviewthe project. in September 2004 was in front of a select panel: the then Director of Best Practice atThis Refresh is more globally focused. OGC (Tony Betts); Chief Editor of the Refresh;Perhaps the key difference is that OGC the President of the Institute of Service have recognised that ITIL has become a Management; the CEO of itSMF International. globally used product and, as such, they have committed to ensuring the next version As part of the interview I was asked to giveof ITIL reflects the needs of the global a presentation on how I would improve the community. Although this has introduced current ITIL. I indicated in my presentationcomplexities with regards to languages and that I thought one person alone was not ablethe different users of ITIL, we have achieved to decide improvements to the product, it the international viewpoint to date through needed to be done from the viewpoint of the public consultation exercise. the international community. I felt that what was wanted was an international feel not a UK We have a mammoth task ahead delivering centric initiative. one set of publications and also overhauling the content. ITIL version 2 publications were It would appear OGC agreed as I got the released a book at a time and when interest job, I think my public sector backgroundwas shown in a specific subject. For version helped having been Director in IT Services3 we are delivering an entire product set in a Canadian government department in one hit. We are also working towards a responsible for 90,000 ITIL users.completely restructured ITIL, utilising the lifecycle approach whilst trying to weave in Things moved quickly and in November 2004 content from version 2. I moved to Norwich, the location of OGCs office, to begin my six month contract to With past refreshes OGC have informally define the scope and development plan for approached peers and asked them to be the refresh of version 2. After the six months Iinvolved in the Refresh. With this Refresh was asked to stay on to see the plans through we have undergone a competitive tendering to their conclusion, over two years later I amprocess and then contracted paid authors, still Chief Architect and have travelled all over allowing us to stick to a tight timescale. the world spreading the Refresh message. The visibility of the project has been What does your role involve?enormous in terms of communication. My role as Chief Architect has involved The community has been kept informed developing the project plans, which every step of the way. This is something includes devising the funding model, scope, I was keen to ensure happened. development plans and communication strategy. I have also assembled the various So why refresh ITIL? support teams from the community to Version 2 was developed in the late 1990s. give the project a truly open, consultative Since this point IT has matured at a fast rate flavour and I have undertaken the publicand with the new business approach and consultation, which in turn has developed developments in technology it has meant the key requirements for updating ITIL. Thisthat what was Best Practice is now probably has involved a very competitive recruitment good practice and as such we need to process for the authors.refresh ITIL to ensure it meets the needs of the community today.Since the project began there has been a major initiative to outsource services. We learned that this needed to be addressed, 10ITIL Refresh News 1st Edition Autumn 2006 11. there were gaps in the guidance, whichthe ITSM community. They produceus to remain engaged with the IT service needed to be plugged. The other element wethe actual content of the books.management community. needed to address was the shift to operate IT more like a business. The business was asking These mentors are drawn from theHow can you be sure the needs of for business cases, wanting to see a return onITIL Advisory Group (IAG) comprised ofthe community are met? investment in their IT services and this was35 members from a global IT service This is a very complex challenge as there is something the community was crying out formanagement stakeholder group. They a broad spectrum of users from the novice which is not addressed in version 2.support the project by reviewing and to the experienced and we need to ensure giving feedback on the approach, structure, we meet all users requirements. As a result, So when did the project start?direction and scope of the ITIL Refresh. it is key to this project to keep in touch with The actual project began in November 2004 the community. but we had been busy developing the project There are also the two ancillary teams: plan since September that year. the Qualifications Board, formerly the ITIL The results of the public consultation have Certification Management Board (ICMB), made allowed us to develop a set of prioritised up of stakeholders, itSMFi, ISEB, EXIN and Who is involved and what arerevisions needed to meet with the demands now APMG to help ensure the alignment of their roles?of the community. This has become critical the qualifications. Plus IPESC who OGC have The Refresh board has changed over the past in relation to our key performance indicators, asked to endorse the publications. two years and with the Commercial Activitieswhich we ensure we are delivering against Recompetition (CAR) project we have had every stage. The newly appointed Communication and some recent additions.Marketing Team made up of TSO, itSMFi, OGC Our open development approach involving and APMG is responsible for ensuring the IT In hierarchical order, we have the OGC, the whole community and our quality service management community is kept up to sponsors of the project who provide funding assurance process ensure we constantly meet date with the developments on the Refresh. and the investment decisions for the project. the needs of the community. This newsletter is the first in a whole host of initiatives aimed at doing just that. We then have the ITIL Refresh Development Our open dialogue with the community Programme Board, which comprises thein terms of presentations, communications All in all its a very large team all with following community sector representation:and our extensive reach into the different roles. community over the last two years itSMFi representing the major have been key to our success. What is the role of itSMFi? stakeholder groups ItSMF played a major part in ITIL overBy the end of this year we will have presented Examinations boards EXIN, ISEB andthese past 20 years acting as stewards andto over 16,000 people on version 3. There more recently APMG representing the providing expertise.have also been countless articles, interviews qualification sectorand webcasts to ensure we are keeping the ISO 20000 supporting alignmentThey are intrinsically involved in the project. community up-to-date. TSO the official OGC publisherThey are at the heart of the Refresh on the Development Board and have played a coreAs I originally stated a little over two years OGCs Jim Clinch as Chief Editor part in the public consultation allowing us toago in my interview presentation, no one And me, Chief Architect.reach the international community.person can deliver this, its a globally used product and the refresh needs to be done Our role is to ensure the broader issuesitSMF have invited us to attend their from the viewpoint of the community. of alignment in terms of certification, various conferences and events allowing examinations and standards are considered within the development.Then there is the Editorial Board comprised of Jim Clinch, OGC and Chief Editor, myself as Chief Architect, Janine Eves and Christina Thomas, TSO as managing editors. The Editorial Board is supported by project coordination and technical support from TSO. We are charged with evolving work packages into publishable products. This Editorial Board has decision authority and accountability for the final content of each V3 product.Reporting to the Editorial Board are the Author teams, 10 world class experts with diverse backgrounds and viewpoints. Two author are assigned to each core book along with two mentors fromwww.best-management-practice.comITIL Refresh News 1st Edition Autumn 2006 11 12. Myths, rumours and speculation During the last 18 months ITIL has been Myth number 4. V3 is simply the focus of two major projects: it has an add-on to V2 ITIL Refresh News 1st Edition been undergoing a major refresh and The refreshed ITIL will replace the current it was also included in the scope for a Editor: Sue Downey, TSO version and this is part of an ongoingEditorial Team: TSO, OGC, APM Group, major procurement to provide supporting process to enhance and improve OGCs publishing and accreditation services. UpdatesChief Architect Sharon Taylor Best Practice in service management. This on project progress have been providedis the essence of current best practice,Many thanks to all who contributed to this throughout but, inevitably, there are periods ensuring that it continues to meet thenewsletter. where there is no information available.evolving demands of customers. The Essentially, both projects result in some kindrefreshed ITIL will help service providersPublished by TSO (The Stationery Office of change and as many will know, this often remain competitive and effective in Ltd) St. Crispins, Duke Street, Norwich, NR3 gives rise to speculation.1PD providing value to their customers. In this article we respond to some of the ITIL Refresh News should not be taken Myth number 5. My current as constituting advice of any sort and no more popular myths that have surfaced as a result of the changes.software support tools will liability is accepted for any loss resulting from use of or reliance on its content. no longer be useful While every effort is made to ensure the Myth number 1. OGC is planningThe main functional elements of mostaccuracy and reliability of the information, to sell ITILIT service management tools will still be TSO cannot accept responsibility for errors, required for V3 since the main processomissions or inaccuracies. OGC has no intention to sell its best practice elements from V2 remain. We do expect, portfolio. It recognises that much of the Reproduction in full or part of any article however, that some vendors will want to value in these products comes from itsis prohibited without prior consent from make enhancements to their tools to capture vendor-neutral status and that they shouldthe Editor. the additional power of new functions that remain Crown Copyright. The new five-year V3 will introduce.ITIL is a Registered Trade Mark, and a Registered contracts for accreditation and publishingCommunity Trade Mark of the Office of Government services have been put in place to supportCommerce, and is Registered in the U.S. Patent and You can continue to use V2-based toolsTrademark Office. users and ensure that the products remain and practices until you are ready to (and fully accessible. IT Infrastructure Library is a Registered Trade Mark of if you wish to) make improvements. We the Office of Government Commerce. are confident that V3 will entice you with Myth number 2. Everyone will need compelling opportunities to improve your IT The swirl logo is a Trade Mark of the Office of Government Commerce. to be re-certified when the new ITILservice management practices, but we have (V3) is releasedbeen very diligent in making sure that this Rest assured, this is not the case. ITILtransition can occur for you with ease and in qualifications will remain valid and training your own time. already undertaken will not be undermined by the introduction of new material. There will be opportunities for candidates to upgrade their qualifications and short conversion or update courses are likely to be provided.Myth number 3. All the processes I know today will be gone The processes you are working with today will continue to be part of the refreshed ITIL. You will notice, however, that the Service Support (SS) and Service Delivery (SD) processes will be integrated into a service lifecycle. This will better reflect how service management is applied in everyday practice and so your implementation of them is likely to become easier.A significant portion of the current version of ITIL will be refined and included in ITIL V3. This includes the parts that are still widely practised and usable in the IT service management community.12 ITIL Refresh News 1st Edition Autumn 2006