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Since the 1990’s inception, ITIL® is the global standard for IT Service Management. Although ITIL is revised or recreated many times, ITIL has sustained its relevance by adopting the methods to cope up with the business requirements of millions of companies who provide training to their executives and managers following ITIL standard and practices.
Nowadays, “ITIL 2007 edition” is updated with “ITIL 2011” and usually known by name ITIL v3. The version does not support any significant update to ITIL v3 format. These days every online video, tutorials, ITIL v3 Certification utilizes the v3 edition because it comes with some important updates and rest of this article will focus on these updates.
Modifications in the Service Strategy in “ITIL 2011”
ITIL Service strategy provides the commendations for the IT professionals for Service Provider Investment prioritization in services and also provides information about the fours P’s of strategy that includes “Perspective, Plan, Pattern, and Position.” Improved regulations and updates are the most significant enhancements offered in ITIL.
So, here is an important update which is there in ITIL 2011:
Service management for the IT services
In ITIL v3, development and strategic assessment of entire service strategy were the important action items which come under the process known as “Service Portfolio Management.”
New role proposed by ITIL 2011- Service Strategy Manager – is for those individuals who specialize in the development and implementation of IT strategy as per the business requirements.
Business Relationship Management (BRM)
BRM is a process which takes place in overall lifecycle of a product rather than being a single phase. The activities of BRM involved in service strategy phase are – identification of stakeholders, defining the desired business results, the specification of strategic requirement and how the requirements will be funded, describing business cases to implement and validation of business activity patterns for justifying the strategic decision about the IT expenditure.
Modifications in Service design in ITIL 2011
ITIL 2011’s service design module also focuses on the processes, architecture, documentation, and policies which allow the organization to design the appropriate IT services to meet the business requirements.
Here are the important updates of ITIL 2011:
Design Coordination of a new process designed for ITIL 2011. The process helps in coordinating the different activities across different designs and bring standardization in the Service design process. The Major activities supported by ITIL 2011 for design coordination are:
Maintain the standards, guidelines, policies, models, budgets, capabilities and resources.
Ensure that every requirement is appropriately addressed.
Prioritize the conflicting resources requirements.
Planning and forecasting the resources requirements of the future.
Assist every project and changes throughout the design processes and activities.
BRM is a new implement Business Relationship Management Project that demonstrates itself with activities like validating business activity patterns, validating the customer’s requirements, confirming the service cost and assuring the appropriate funding for the services. It also takes of thing that all the customers are a proper part of design activities.
Service Catalog Management
It is a redesigned process which includes the “two views” paradigm where from one view customers can see the service catalog from one view and the other view business can see the catalog. It allows IT professionals to look at both sides of servic4s they are providing.
Modification to Service Transition in ITIL 2011
Outfoxing aim of Service transition process is to start from the service design to build-up and implement IT services. This phase also ensures the modifications to facilities and the service management processes that are correctly coordinated and structured.
Change Management also eliminates the risk for new, changing and retiring services. Essential modifications in Service Transition Module in ITIL 2011:
BRM activities include assuring the right involvement of customers in training and activities, validating the release schedules, and focusing on the known errors in new releases.
Project Management: In ITIL 2011, the text is modified for indicating the primary project management responsibilities coordinating the service transition projects and for resolving the conflicts.
Modifications in the Service Operations in ITIL 2011
It is the fourth segment of ITIL 2011 and fourth phase of IT service lifecycle. While the previous parts have the main focus on getting the IT services from the stage of strategic planning via deployment, this module focuses completely on assuring that customers can access the desired services.
The new modifications included are:
Request fulfillment: This new guidance for the service operations involves the revised process to fulfill the request which now includes the five subprocesses.
Request fulfillment support
This process offers and manage the tools and methods to effectively handle the service requests.
Request logging and classification
This process involves the categorizing and recording of service request which comes along with the validating that the service requestors allow authorization level for making the request at the very first place.
Request Model execution
The process makes sure that the service requests must be addressed appropriately within the targeted time-span.
Request monitoring and escalation
The process exists for monitoring the service request processing status within the IT department like the manager can allocate various resources to the service operations in a proper period; in case the backlogs are generated.
Request closure and evaluation
It is a final sub-process, and it makes sure that request of every process is submitted to the “Quality Control Process.” This process makes sure that all required information is gathered from the service request, and its finding can utilize later.
Modifications in the Continual Service Improvement in ITIL 2011
Continual Service Improvement’s goal is to facilitate the improvements in IT services and processes. Only four phases are there in CSI phase of IT lifecycle – process evaluation, service review, CSI initiatives monitoring and definition of CSI initiatives.
Seven-Step Improvements- ITIL 2011 elucidates the improvement process into a concise and simple seven-step model which involves:
- Identification of strategy for improvement.
- Defining the measures.
- Gathering the data.
- Processing the data.
- Analyzing the information.
- Present and use of the information.
- Introducing the improvements.
BRM (New Process)
BRM involves the three new activities in ITIL 2011’s CSI Portion – service performance reporting, undertaking surveys of customer satisfaction and service improvement plans initiation.
There are many modified guidelines included in the ITIL 2011 for the IT professionals. The improved ITIL 2011 provides a highly stable structure and also helps in resolving the various IT issues which mainly includes the proper management of service requests, coordinated approach for designing the coordination and proactive identification of problems.
IT professionals should make the best use of these practices and opt them in their business organization for ensuring the compliance with the best practices of IT Industry.