Service Management - ITIL® (IT Infrastructure Library)

ITIL is the most widely accepted approach to IT service management in the world. Providing a cohesive set of best practice guidance drawn from the public and private sectors across the world, it has recently undergone a major and important refresh project.

IT Service Management (ITSM) derives enormous benefits from a best practice approach. Because ITSM is driven both by technology and the huge range of organisational environments in which it operates, it is in a state of constant evolution. Best practice, based on expert advice and input from ITIL users is both current and practical, combining the latest thinking with sound, common sense guidance.

ITIL Versions
Version 2 (V2) had undergone a major refresh which is Version 3 (V3). Version 3 represents an important evolutionary step in ITIL's life. The refresh has transformed the guidance from providing a great service to being the most innovative and best in class. At the same time, the interface between old and new approaches is seamless so that users do not have to reinvent the wheel when adopting it. V3 allows users to build on the successes of V2 but take IT service management even further. Click on the link below to view the full series.

ITIL: Overview and Benefits
ITIL provides a systematic and professional approach to the management of IT service provision. Adopting its guidance offers users a huge range of benefits that include:

• reduced costs;
• improved IT services through the use of proven best practice processes;
• improved customer satisfaction through a more professional approach to service delivery;
• standards and guidance;
• improved productivity;
• improved use of skills and experience; and
• improved delivery of third party services through the specification of ITIL or ISO 0000 as the standard for service delivery in services procurements.

If you need information about Best Management Practice guidance, browse through the questions and answers below. Here we have compiled a list of our most frequently asked questions on ITIL® Version 2, ITIL® Version 3, and ITIL® Version 3 Examinations and Accreditation and provided the answers.

If you cannot find the answer to your question below please contact us.

1. ITIL® Version 2 Answers

1.1. What is ITIL®?
ITIL® provides a common-sense framework of processes, function and roles in the planning, delivery and management of IT services in support of business needs. It consists of a range of important areas of service management, supported by a global qualification scheme, tools and consultancy.

1.2. What can ITIL® deliver?
Along with other OGC Best Practice, ITIL® defines a standard approach to a business process. It can potentially deliver a wide range of benefits including:

• Increased productivity
• Higher levels of customer satisfaction
• Reduced costs
• Improved communications between IT, and its customers

ITIL® will help you create a truly effective IT service function in planned stages. Its greatest benefit is its insistence that the three key levels in an organisation are all addressed:

• Strategic: Where decisions are made, policies set and funding levels are set
• Tactical: Where decisions and policies are implemented within the allotted budgets
• Operational: Where decisions translate into day to day actions and policies affect working practices within financial constraints

In practice this means that a new project will be analysed in the light of its impact and expectations at all three levels, so that the IT infrastructure can reflect the full spectrum of needs and expectations. For example, a website development project must not only express senior management's needs, it must take into account the skill levels and expectations of management and the design must reflect the way the site will be run, managed and maintained day to day by staff.

1.3. How does ITIL® work and what are the outcomes?
Working with ITIL® will help deliver:

• Customer-focused services - ITIL® identifies all internal stakeholders in the project to ensure that their aims are met as well. By taking such a rigorous approach at the planning stage, systems work smoothly, freeing up staff to concentrate on delivery.
• Cost effectiveness - Even working within tight budgets, you'll be able to deliver a higher quality IT service. This is because potential problems at all levels - planning, implementation and operations - can be identified.
• Increased motivation and productivity - The ITIL® approach gives IT staff the confidence to see what they do as a professional discipline as opposed to 'just another job'. By applying well-worked and practical systems to IT planning and implementation, staff begin to appreciate what they have achieved, creating a virtuous cycle of learning, planning and implementation.

1.4. Is there a user group?
Yes - itSMF is a not-for-profit organisation whose focus is on the on-going development and promotion of IT Service Management 'best practice', standards and qualifications. Formed in the UK in 1991, there are now official chapters in 37 countries, with more joining the community on a regular basis.

As enterprises depend more and more on technology to promote and deliver their products to market, so the necessity of investing in IT Service Management becomes more apparent. For enterprises looking to make this investment, embracing best practice approaches and standards increases the chances of success - and reduces the time to develop such solutions. And becoming a member of itSMF further enhances your chance of success.

The itSMF provides an accessible network of industry experts, information sources and events to help you and your staff address IT service management issues and help you achieve the delivery of high quality, consistent IT service, both internally and externally.

Our Mission is to provide a forum for our membership to enable them to exchange views, share experiences and participate in the continuous development and promotion of best practice and standards, through a range of services that delivers significant value to their enterprises.

For further information visit itSMF International

1.5. How many titles are there in ITIL® Version 2?
The library itself consist of a number of publications in various formats: paperback, online subscription, CD-ROM and paperback and downloadable PDF pack.

• Introduction to ITIL®
• Service Support
• Service Delivery
• Planning to Implement Service Management
• Application Management
• ICT Infrastructure Management
• Security Management
• Software Asset Management
• The Business Perspective Volume 1
• The Business Perspective Volume 2
• ITIL® Small-scale Implementation

1.6. Where can I buy these titles?
All formats can be ordered directly from Renouf through this web site or by e-mail, mail, or by calling our customer service department: United States Toll-free Number (888) 551-7470 - Canada Toll-free Number (866) 767-6766.

1.7. Can I still buy version 1 ITIL® titles even though they have been superseded?
The new books contain the latest ITIL® best practice for IT Service Management. However, the ITIL® back catalogue can be purchased in electronic form from Renouf.

1.8. Is there any material available to show the direct relationship between version 1 and version 2 publications?
No, the new series of books has been developed to reflect the evolution of the industry and consequently there is no direct relationship between the new and old series.

1.9. Is ITIL® available in other languages?
The titles are available in Japanese. Service Support and Service Delivery are also available in German, Chinese, Spanish and French. For further information contact Renouf.

1.10. Do you have information on ITIL® Qualifications and where I can train for them?
Professional qualifications based on ITIL® are currently offered by EXIN and Loyalist College. The websites of these two organisations contain lists of accredited trainers.

The qualifications are:

• Foundation Certificate - This is designed to provide a foundation level of knowledge in IT Service Management. It is aimed at all personnel who wish to become familiar with the best practices for IT Service Management, as defined in the IT Infrastructure Library (ITIL®) guidelines. In particular, it enables people to understand the terminology used within the ITIL® approach.
• Practitioner's Certificate - This is aimed at those who are responsible within their organisation for designing specific processes within the IT Service Management discipline, and performing the activities that belong to those processes. While the Manager's Certificate focuses on managing ITIL®-based solutions across the breadth of Service management subjects, the Practitioner's Certificates focus on the depth of understanding and application of those subjects, treating each subject as a specialism.
• Manager's Certificate - While the Foundation Certificate is primarily focused on understanding the terminology and the Practitioner's Certificates on the processes in a specific area, the Manager's Certificate is aimed at those who need to demonstrate a capability of managing ITIL®-based solutions across the breadth of the Service Management subjects.

ITIL® accreditation demonstrates that an individual has met the standards in Service Management as set by an examination certification board comprising representatives from OGC, itSMF and the Examination Institutes.

1.11. Which Examination Institute should I use?
The Examination Institutes are ISEB (Information Systems Examination Board) and EXIN (Examination Institute For Information Science). The qualifications of both institutes have equal value.

1.12. Which publications are required for specific courses?
Details of the publications related to specific courses can be found by contacting the Examination Institutes.

1.13. Which organisations are using ITIL®?
The ITIL® approach has been adopted by hundreds of organisations world-wide including:

• Microsoft
• IBM
• Barclays Bank
• HSBC
• Guinness
• Proctor & Gamble
• British Airways
• Ministry of Defence
• Hewlett Packard

1.14. Should the definition of IT Infrastructure include people?
ITIL® is not intended to be prescriptive so it is recommended that the definition should be tailored to suit the organisation's needs and culture. If it is a crucial aspect of this organisation's processes etc. to include people in the definition of the IT Infrastructure, then put them in; if not, leave them out.

1.15. How does PRINCE2^TM interface with ITIL® standards?
Both PRINCE2^TM and ITIL® have been developed by OGC. They are compatible and the two methods have successfully been used by a number of organisations.

A full list of contact details for PRINCE2^TM accredited training organisations can be found on the PRINCE2 official website.

1.16. I am interested in asset control, including the purchase, change and disposal of assets. Would ITIL® have something to help me?
Yes, there is ITIL® guidance on Asset Control. It comes under the heading of 'Configuration Management' in Service Support.

1.17. I have heard terms such as 'ITIL® compliant' used. Can tools and processes be ITIL® certified, and does OGC itself provide 'assessment' services?
Organisations claiming to be 'ITIL® compliant' are quite common. Many have used the PinkElephant 'Pink Verify' service. This 'Pink Verify' service belongs to PinkElephant and is not connected in any way with OGC. As the owners of ITIL®, OGC does not offer any ITIL® compliance test - they prefer to await the delivery of the BS15000 certification scheme. OGC warn any potential customer that any organisation claiming 'ITIL® compliance' is not badged or approved by OGC.

1.18. I want to implement ITIL® in my organisation. What should I do?
The ITIL® publication 'Planning to Implement Service Management' addresses this issue. It explains the steps necessary to identify how an organisation might expect to benefit from ITIL® and how to set about reaping those benefits. It aims to help organisations in identifying their strengths and weaknesses, enabling them to develop the former and overcome the latter. Consultancy services are available through commercial organisations, and it may also be useful to contact itSMF, an international organisation helping to promote and develop best practice in service management.

Coming soon on this site you will be able to find case studies on implementing ITIL® and PRINCE2^TM providing a PowerPoint presentation to present ITIL® and PRINCE2^TM to your organisation.

1.19. Is there a list of ITIL® accredited consultants?
There are no ITIL® accredited consultants, however an individual can obtain qualifications based on ITIL® and/or offer unaccredited consultancy services.

2. ITIL® Version 3 Answers

2.1. Do OGC propose to embrace both V2 and V3?
No. OGC expects a transition from V2 to V3. V3 builds on V2, so the way users should view it is as an opportunity to enhance their practices. As we have always said, ITIL® is a framework and should be customised to each organisation's needs, so we would expect a user's view of the new ITIL® to be dependent on his current priorities for improvement.

2.2. Should I wait to attend training when ITIL® V3 path is better known?
Foundation training in V3 will be available from 13 June 2007, so there is not a long wait. If your need is urgent do the V2 training and take a bridging module later.

2.3. What is the impact of ITIL® V3 upon my ITIL® or ITSM strategy?
There is much more strategic guidance, so the effect should be that your IT strategy will be better aligned to the delivery of desired business outcomes.

2.4. What are the most significant differences between V3 and V2?
The key point is that V3 articulates the relationship between IT and the business far more clearly than earlier versions of ITIL®. Instead of focusing on processes as in V2, V3 considers a wider view of IT by considering the lifecycle of a service from its initial planning, which should be aligned to business need, through to its final retirement. This allows a more thorough treatment of strategic options, functions, roles and responsibilities as well as continual improvement. The processes remain and have been improved. ITIL® V3 also looks more closely at alignment with other best practices and standards.

2.5. Will my investment in ITIL® V2 publications and training be lost?
No because it is more a question that ITIL® has grown (towards the business) and matured rather than changed. 95% of V2 still applies.

2.6. What is the impact of ITIL® V3 on existing ITIL credentials, will they also need to be refreshed?
It is inevitable that people will eventually regard a V3 certificate as more valuable than a V2 one. OGC believe the examination authorities will offer bridging courses and migration paths to appropriate level V3 certificates.

2.7. What practical support is there for the V2 to V3 migration?
This area is an opportunity for the vendor industry to support users, but I would not look at it as a migration. Users should be just as picky about what they implement from v3 as they were about V2. A rational analysis may show that there is a higher priority (i.e., better return) for an organisation in implementing a new ITIL® area rather than to migrate what has already been done.

2.8. As a champion of ITIL® within my organisations how do I now promote ITIL® to the end users?
It offers better value to the business than ever before.

2.9. Having purchased the set, what do we do now?
Read it. It will take a while for the new ideas to sink in. Some might even be controversial.

2.10. Is ITIL® still independent?
Yes. The ITIL® V3 guidance was written by authors recruited through a global competition, and reviewed by industry experts and public volunteers in all the stakeholder groups, globally. It has no commercial agenda.

2.11. How are you ensuring other standards are aligned to ITIL® V3?
After publication, it is our intention to publish guides to alignment of ITIL® with other global best practices. The first of these is likely to be with COBIT. OGC and TSO began talking with ITGI and ISACA last November, and hope to publish a revision to the existing COBIT/ITIL alignment guide by the end of the year. There is a lot of enthusiasm amongst ITIL® stakeholders (and OGC) that ISO/IEC 20000 continues be aligned with ITIL®. So far we have enjoyed good communication with individuals responsible for ISO/IEC 20000 revision, most of which appreciate the role that ITIL® processes play in underpinning ISO certification. We will continue to promote a close alignment with international standards.

3.1. APMG, The APM Group - what's the difference?
APMG is the abbreviated form of The APM Group.

3.2. I understand The APM Group has licensed ISEB and EXIN as Examination Institutes (EI), how does this work?
As OGC's official accreditor APMG can licence Examination Institutes to offer the ITIL® qualifications. This allows EXIN and ISEB to continue to offer ITIL® qualifications to their existing community of training providers.

3.3. What is the responsibility of an EI? What's the criteria they just meet to become licensed?
An EI must be independent from any training or consulting activities and be able to assess a training companies, material, management systems and trainers. Full details of the requirements that need to be meet are available on Loyalist College and EXIN.

3.4. What are the differences between each EI?
Each EI will set their own prices and offer their model for accreditation that conforms with International Standards for the accreditation of products (training courses); organisations and personnel.

3.5. Is APMG not also an Examination Institute?
APMG is also an EI. APMG has separated its activities as the official accreditor and as an EI.

3.6. Do all three EIs accredit training and consultancy organisations? If so where can I find a complete list of accredited organisations?
All EIs accredit Training organisations but not consulting organisations. A single consolidated list will be available on APMG-UK.

Each EI also lists all their accredited training providers on their own websites, namely:
EXIN
Loyalist College

3.7. Do I as an end user need to worry about which EI that my chosen training organisation is using?
No. All EIs will offer qualifications against the same official syllabus and will compile examination papers from a single central database of questions. Qualifications from any EI will be equal to that from all others.

3.8. Will I still be able to take ITIL V2 examinations after the new ITIL V3 exams start?
Yes. V2 examinations will be offered if there is market demand but are likely to be "retired" by the middle of 2008.

3.9. Please explain the new point system
This is still under Development.

3.10. Will APMG, ISEB and EXIN all offer the same ITIL V3 exams?
Yes.

3.11. I am foundation V2 qualified and was looking at doing the Manager's certificate for V2, what are my options now?
You can still take your V2 manager's exam. We would recommend that you also take a bridging course to deal with any differences in terminology between V2 and V3.

3.12. What is the bridging course? Is it the same course for anyone with a V2 qualification? Which title will support this?
The bridging course covers the differences between V2 and V3 and is suitable for anyone with a V2 qualification who wants to bring themselves up-to-date with the new concepts in V3. There will be no title associated with this course.

3.13. How frequently will you change/review the exam papers?
Exam questions will be under continual review. Each EI will create examination papers from the central database so papers are expected to change frequently.

3.14. Do you propose to translate the exams, releasing these at the same time as the five core titles?
Yes. The exams will be translated into Languages to support the translated titles.

3.15. How does a training organisation become accredited?
Each EI has different processes so please contact them for details.

3.16. How can APMG guarantee that ISEB and EXIN are using the same criteria they are when choosing to accredit an organisation?
As OGC's official accreditor APMG will assess and audit all EIs to ensure they work in accordance with their own detailed standards. These standards will be assessed to ensure they meet the requirements of the International Standards against which all EIs will be accredited.

3.17. If an organisation is already PRINCE2 accredited will they automatically become ITIL qualified if they choose to start training courses on ITIL®?
No. They will have to have ITIL® training material accredited and have their ITIL® trainers assessed.

3.18. How many titles are there in ITIL Version 3?
The library itself will consist of a number of publications in various formats: paperback, CD-ROM and paperback and downloadable PDF pack. Presently the following are available in paperback format.

Official Introduction to the ITIL Service Lifecycle (V3)
Service Strategy (V3)
Service Design (V3)
Service Transition (V3)
Service Operation (V3)
Continual Service Improvement (V3)
ITIL Lifecycle Publication Suite (5-Volumes ITIL V3)
ITIL Small-Scale Implementation (V3)
ITIL Lite: A Road Map to Full or Partial ITIL Implementation