| The Information Technology Infrastructure Library (ITIL) | | | | new ITIL framework will make future revisions less |
| v3 was released in June 2007, seven years after the | | | | cumbersome, as the material on the web can grow |
| last critical ITIL methodology update. With this new | | | | more organically than it would be able to if it were only |
| update has come a renewed interest in the ITIL | | | | in print form. |
| framework in general for businesses in the IT field, as | | | | At its core, version 3 of the ITIL methodology covers a |
| well as concerns about what this means for those | | | | much broader angle than v2, and it adds service |
| who were using v2. Before a discussion of the revised | | | | strategy and service lifecycles into the mix to better fit |
| ITIL methodology can begin, however, it is important to | | | | more mature IT organizations. Where the previous ITIL |
| understand some basic concepts of ITIL, including its | | | | framework focused primarily on processes, v3 now |
| benefits. | | | | revolves around services and has more emphasis |
| What is ITIL? | | | | placed on strategy and operations management. As a |
| The ITIL methodology was conceived in the 1980s by | | | | result, support and delivery processes are now divided |
| the United Kingdom's Central Computer and | | | | over the lifecycles of service design, transition, and |
| Telecommunications Agency (CCTA), when the | | | | operations. |
| organization realized that a more systematic approach | | | | What Does the ITIL Methodology Used in Version 3 |
| to managing the IT infrastructure on which it had | | | | Bring to the Table? |
| become dependent was required. The CCTA has | | | | Essentially, v3 is much more strategic and aims to |
| since changed its name to the OGC (Office of | | | | reach a new, different audience than earlier releases |
| Government Commerce), and in addition to creating | | | | of the ITIL framework. In v2, the ten processes of the |
| the ITIL framework, has continued to champion | | | | Service Support and Service Delivery books had more |
| additional products and services that have become | | | | of a "bottom up" focus; organizations implemented the |
| standard in both the private and public sectors. | | | | modules which offered the most immediate relief, |
| According to the official website, "ITIL is best practice | | | | typically starting with support processes and gradually |
| in IT Service Management, developed by OGC and | | | | adding delivery processes. But the new ITIL |
| supported by publications, qualifications and an | | | | methodology focuses much more heavily on the |
| international user group." (1) The library "consists of a | | | | alignment between IT and business, with a "top down" |
| series of books giving guidance on the provision of | | | | perspective. A, B, and C level executives will find great |
| quality IT services, and on the accommodation and | | | | value in this new version of the ITIL framework. |
| environmental facilities needed to support IT." (2) | | | | In addition, previous versions of the ITIL framework did |
| How Does Use of the ITIL Framework Benefit | | | | not have as broad a focus as v3 does. V2 covered |
| Businesses Overall? | | | | processes and the supporting activities for those |
| Over the past 20 years in which the average person | | | | processes, but it did not offer quite the extended view |
| has been using computers in the workplace, the nature | | | | of how IT fits in with the business, and more |
| of end-user complaints has not changed much. To this | | | | specifically, why it needed to. The release of the latest |
| day, many users feel that technology is confusing, | | | | ITIL methodology acknowledges that for businesses to |
| systems are sluggish and inefficient, and response time | | | | get to the next level, they need to partner with IT to |
| from support personnel is inconsistent and slow. | | | | design services. |
| Typically, IT managers solve these problems by | | | | Version 2 of the ITIL methodology is still viable and will |
| purchasing more tools and hiring more support people, | | | | continue to provide usefulness; and some organizations |
| which doesn't always address the root cause. | | | | will choose to "not fix it if it ain't broken." However, v3 |
| The ITIL methodology is different. Instead of a solution | | | | adds a new, emphatic layer of strategic insight, which |
| that involves further financial investments in tools and | | | | mature organizations will find exceedingly valuable. |
| personnel, which ultimately will give the IT department | | | | Are There Any Inherent Challenges with Version 3 of |
| more issues to manage and juggle, ITIL divides the | | | | the ITIL Framework? |
| work into repeatable processes and activities. With this | | | | It is important to note that there is some consensus |
| approach, results are measured and then improvement | | | | among industry leaders that the newest ITIL |
| targets are set for efficiency and effectiveness for | | | | methodology has been found to be more challenging |
| those activities. Essentially, the ITIL framework provides | | | | to implement in smaller environments. For this reason, |
| the structure to work smarter, not harder. | | | | retaining knowledgeable consultants with experience in |
| The ITIL framework also represents a solid investment | | | | implementation of the ITIL framework is always a |
| for businesses because it is completely scaleable and | | | | good idea for any organization seeking to improve its |
| entirely platform independent. Therefore, the ITIL | | | | IT Service Management capabilities. While ITIL v2 |
| methodology can be applicable to both global | | | | certifications will continue to be considered valid, it is |
| businesses running the latest and greatest technology | | | | highly recommended that v2-certified individuals enroll in |
| as well as to smaller institutions that may be running | | | | update or bridge courses offered by qualified |
| older systems on a smaller scale. | | | | providers in order to ensure that their knowledge |
| How Does ITIL v3 Differ from the Previous Version of | | | | remains up to date. |
| the ITIL Methodology? | | | | Conclusion |
| The previous version of the ITIL methodology (v2) | | | | The release of v3 of the ITIL methodology opens up a |
| was released in 2000, but the sweeping and | | | | great time for executives and IT professionals to begin |
| fast-paced changes to the way businesses leverage | | | | to explore ITIL in general or to update their certification. |
| technology (Internet applications, e-business, distributed | | | | Because ITIL v3 focuses on different areas than v2, |
| systems, etc.) since that time meant that it was in | | | | the new information can be of great benefit to |
| critical need of an update. In June 2007, the newest | | | | businesses. In addition, ensuring that those in the IT |
| version of the ITIL framework was released; v3 takes | | | | industry have a solid understanding of the latest ITIL |
| advantage of the dynamic nature of the web and, in | | | | framework will lay the groundwork for a speedy |
| addition to its five core print books, it also provides | | | | adoption of future releases. |
| web-only components and tools. The hope is that the | | | | |