ITIL Wiki News: Difference between revisions
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====<span id="2011-11-30">Many Service Design Processes almost unchanged</span>==== | |||
[[Image:itil-2011.jpg|thumb|70px|right|none|alt=ITIL Service Design|[[ITIL V3 Service Design|Service Design ITIL]]]] | |||
<small>Wed, 30 November 2011</small> | |||
There are no major differences between ITIL V3 and ITIL 2011 in [[Capacity Management]], [[Availability Management]], [[IT Service Continuity Management]] and [[IT Security Management|Information Security Management]]. Following the introduction of Design Coordination in ITIL 2011 the process flows have been adapted. We've modified the overview diagrams to account for this. | |||
<p> </p> | |||
====<span id="2011-11-27">Proper Assignment of Responsibility for "Risk Management"</span>==== | |||
[[Image:Itil-risk-management.jpg|thumb|70px|right|none|alt=Risk Management ITIL|[[Risk Management]]]] | |||
<small>Sun, 27 November 2011</small> | |||
ITIL calls for "coordinated risk assessment exercises", so we assigned clear responsibilities for managing risks by introducing a specific [[Risk Management]] process. | |||
Following the introduction of Design Coordination in ITIL 2011 the information flows of Risk Management have been adapted slightly. | |||
<p> </p> | |||
====<span id="2011-11-24">Redesign of "Service Level Management"</span>==== | |||
[[Image:Service-level-management.jpg|thumb|70px|right|none|alt=Service Level Management ITIL|[[Service Level Management]]]] | |||
<small>Thu, 24 November 2011</small> | |||
[[Service Level Management]] has been completely redesigned in ITIL 2011 following the introduction of the [[ITIL Design Coordination|Design Coordination]] process. Coordinating activities have been removed. | |||
Service Level Management is now mainly responsible for gathering service requirements, as well as monitoring and reporting with regards to agreed service levels. | |||
<p> </p> | |||
====<span id="2011-11-22">New Process in ITIL 2011: "Design Coordination"</span>==== | |||
[[Image:Itil-design-coordination.jpg|thumb|70px|right|none|alt=Design Coordination ITIL|[[ITIL Design Coordination|Design Coordination]]]] | |||
<small>Tue, 22 November 2011</small> | |||
[[ITIL Design Coordination|Design Coordination]] was added as a new process in ITIL 2011. The purpose of this process is the coordination of the design activities carried out by other Service Design processes. In ITIL 2007, these tasks were covered in "Service Level Management". | |||
New: The [[ITIL Design Coordination#Service Design Policy|Service Design Policy]] now provides guidance on how to ensure that a consistent approach is applied to all design activity. | |||
<p> </p> | |||
====<span id="2011-11-19">ITIL 2011 Update "Service Transition"</span>==== | |||
[[Image:Overview service transition itilv3.jpg|thumb|70px|right|none|alt=Service Transition ITIL|[[ITIL V3 Service Transition|Service Transition]]]] | |||
<small>Sat, 19 November 2011</small> | |||
After [[ITIL V3 Service Operation|Service Operation]], [[ITIL V3 Service Transition|Service Transition]] is the second ITIL discipline in our Wiki that has been brought in line with the latest ITIL 2011 edition. → At a glance: The most important [[ITIL 2011#ITIL 2011 Service Transition|changes between the previous ITIL V3 edition and ITIL 2011 in Service Transition]]. | |||
<p> </p> | |||
====<span id="2011-11-14">"ITIL Configuration Management"</span>==== | |||
[[Image:Service-asset-and-configuration-management.jpg|thumb|70px|right|none|alt=Configuration Management ITIL|[[Service Asset and Configuration Management|ITIL Config Management]]]] | |||
<small>Mon, 14 November 2011</small> | |||
We've just updated the [[Service Asset and Configuration Management]] process. ITIL 2011 requires new interfaces in Configuration Management to make sure that the ITIL Project Management and Change Evaluation processes are constantly provided with current planning information. | |||
<p> </p> | |||
====<span id="2011-11-12">Changes to "ITIL Service Validation and Testing"</span>==== | |||
[[Image:Itil-service-validation.jpg|thumb|70px|right|none|alt=Service Validation ITIL|[[Service Validation and Testing|ITIL Service Validation]]]] | |||
<small>Sat, 12 November 2011</small> | |||
In ITIL 2011 additional interfaces between [[Service Validation and Testing]] and [[Project Management - Transition Planning and Support|Project Management]] have been added to make sure that Project Management is constantly provided with current planning information. | |||
We've updated the process accordingly and modified the overview diagram of [[:Media:Itil-service-validation.jpg|Service Validation & Testing (.JPG)]] to account for this. | |||
<p> </p> | |||
====<span id="2011-11-08">Updates to "ITIL Release Management"</span>==== | |||
[[Image:Release-and-deployment-management-itil.jpg|thumb|70px|right|none|alt=Release Management ITIL|[[Release and Deployment Management|ITIL Release Management]]]] | |||
<small>Tue, 08 November 2011</small> | |||
We've updated the [[Release and Deployment Management]] process to bring it in line with the ITIL 2011 guidance ([[Release and Deployment Management#Process Description|→ see details]]). There is a new sub-process [[Release and Deployment Management#ITIL Release Management Planning|Release Planning]] which is responsible for Release planning on a detailed level, while [[Project Management - Transition Planning and Support|Project Management]] takes care of overall co-ordination of Service Transition projects. | |||
<p> </p> | |||
====<span id="2011-11-06">"Application Developement" in ITIL</span>==== | |||
[[Image:Itil-application-development.jpg|thumb|70px|right|none|alt=Application Development ITIL|[[Application Development and Customization|ITIL Application Development]]]] | |||
<small>Sun, 06 November 2011</small> | |||
ITIL 2011 does not provide a detailed explanation of all aspects of [[Application Development and Customization|Application Development]]. Rather, it highlights the most important activities and assists in identifying interfaces with other Service Management processes. | |||
<p> </p> | |||
====<span id="2011-11-02">Important Modifications to "ITIL Change Management"</span>==== | |||
[[Image:Change-management-itil.jpg|thumb|70px|right|none|alt=Change Management ITIL|[[Change Management|ITIL Change Management]]]] | |||
<small>Wed, 02 November 2011</small> | |||
Nomen est omen! In ITIL 2011 the structure of the [[Change Management]] process has been modified to highlight that significant Changes require authorization at different points in their lifecycle. New sub-processes have been added and others have been revised (see [[Change Management#Process Description|details]]). [[Change Management#ITIL Change Model|Change Models]] have been given a more prominent role. | |||
We've updated the process accordingly and modified the overview diagram of [[:Media:Change-management-itil.jpg|Change Management (.JPG)]] to account for this. | |||
<p> </p> | <p> </p> | ||
Revision as of 18:02, 30 November 2011
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Subscribe to our news feed to get the latest news, and to stay informed about important changes and updates to our ITIL Wiki: RSS News Feed
Many Service Design Processes almost unchanged
Wed, 30 November 2011
There are no major differences between ITIL V3 and ITIL 2011 in Capacity Management, Availability Management, IT Service Continuity Management and Information Security Management. Following the introduction of Design Coordination in ITIL 2011 the process flows have been adapted. We've modified the overview diagrams to account for this.
Proper Assignment of Responsibility for "Risk Management"
Sun, 27 November 2011
ITIL calls for "coordinated risk assessment exercises", so we assigned clear responsibilities for managing risks by introducing a specific Risk Management process.
Following the introduction of Design Coordination in ITIL 2011 the information flows of Risk Management have been adapted slightly.
Redesign of "Service Level Management"
Thu, 24 November 2011
Service Level Management has been completely redesigned in ITIL 2011 following the introduction of the Design Coordination process. Coordinating activities have been removed.
Service Level Management is now mainly responsible for gathering service requirements, as well as monitoring and reporting with regards to agreed service levels.
New Process in ITIL 2011: "Design Coordination"
Tue, 22 November 2011
Design Coordination was added as a new process in ITIL 2011. The purpose of this process is the coordination of the design activities carried out by other Service Design processes. In ITIL 2007, these tasks were covered in "Service Level Management".
New: The Service Design Policy now provides guidance on how to ensure that a consistent approach is applied to all design activity.
ITIL 2011 Update "Service Transition"
Sat, 19 November 2011
After Service Operation, Service Transition is the second ITIL discipline in our Wiki that has been brought in line with the latest ITIL 2011 edition. → At a glance: The most important changes between the previous ITIL V3 edition and ITIL 2011 in Service Transition.
"ITIL Configuration Management"
Mon, 14 November 2011
We've just updated the Service Asset and Configuration Management process. ITIL 2011 requires new interfaces in Configuration Management to make sure that the ITIL Project Management and Change Evaluation processes are constantly provided with current planning information.
Changes to "ITIL Service Validation and Testing"
Sat, 12 November 2011
In ITIL 2011 additional interfaces between Service Validation and Testing and Project Management have been added to make sure that Project Management is constantly provided with current planning information.
We've updated the process accordingly and modified the overview diagram of Service Validation & Testing (.JPG) to account for this.
Updates to "ITIL Release Management"
Tue, 08 November 2011
We've updated the Release and Deployment Management process to bring it in line with the ITIL 2011 guidance (→ see details). There is a new sub-process Release Planning which is responsible for Release planning on a detailed level, while Project Management takes care of overall co-ordination of Service Transition projects.
"Application Developement" in ITIL
Sun, 06 November 2011
ITIL 2011 does not provide a detailed explanation of all aspects of Application Development. Rather, it highlights the most important activities and assists in identifying interfaces with other Service Management processes.
Important Modifications to "ITIL Change Management"
Wed, 02 November 2011
Nomen est omen! In ITIL 2011 the structure of the Change Management process has been modified to highlight that significant Changes require authorization at different points in their lifecycle. New sub-processes have been added and others have been revised (see details). Change Models have been given a more prominent role.
We've updated the process accordingly and modified the overview diagram of Change Management (.JPG) to account for this.
"ITIL Project Management (Transition Planning & Support)"
Fri, 28 October 2011
In ITIL 2011 Project Management (Transition Planning & Support) has been revised to highlight that its main responsibility is to coordinate the various service transition projects and resolve conflicts. We've updated the process and definitions accordingly.
New Process in ITIL 2011: "Change Evaluation"
Sun, 23 October 2011
Change Evaluation was added as a new process in ITIL 2011. The purpose of this process is the evaluation of Major Changes. Change Evaluation is called upon by the Change Management process to perform a Change assessment.
"Problem Management" expanded
Thu, 20 October 2011
ITIL 2011 provides considerably more details in the areas of "Proactive Problem Identification". "Problem Diagnosis and Resolution" has been completely revised to provide clearer guidance on how this process cooperates with Incident Management.
A summary of the changes is provided on the Problem Management page, as well as an updated overview diagram of Problem Management (.JPG).
Updates to "Access Management"
Mon, 17 October 2011
We've updated the Access Management process to bring it in line with the new ITIL 2011 guidance. The process overview (.JPG) now features a new interface between Access Management and Event Management.
Improvements to "Request Fulfilment"
Sun, 16 October 2011
In ITIL 2011 Request Fulfilment has been revised and enhanced. To reflect the latest guidance Request Fulfilment now consists of five sub-processes. It contains new interfaces required for the processing of Service Requests. A clearer explanation of the information that describes a Service Request and its life cycle has been added.
"ITIL Incident Management" enhanced
Thu, 13 October 2011
ITIL 2011 describes the Incident Management process in greater detail. A summary of the changes is provided on the Incident Management page, as well as an updated overview diagram of Incident Management (.JPG).
Updates to "ITIL Event Management"
Sun, 09 October 2011
In ITIL 2011 Event Management has been updated to reflect the concept of 1st Level Correlation and 2nd Level Correlation. The corresponding sub-processes and data objects were changed to better account for this.
"IT Operations Control"
Fri, 07 October 2011
The IT Operations Control process highlights common operational activities and assists in identifying important interfaces with other Service Management processes.
In ITIL 2007, IT Operations Control activities were covered in the process "IT Operations Management".
The "Application Management" Process
Wed, 05 October 2011
The ITIL function Application Management is relevant to the management of applications and systems. That is why we decided to establish an Application Management process, covering all Application Management activities not included in other ITIL processes.
New Process "Technical Management"
Sun, 02 October 2011
Technical Management (treated in ITIL as a 'function') plays an important role in the management of the IT infrastructure. Therefore we decided to introduce a Technical Management process within Service Operation, covering all Technical Management activities not included in other ITIL processes.
New ITIL Template "Capacity Plan"
Thu, 29 September 2011
We provide a new Capacity Plan template for you.
The Capacity Plan is used to manage the resources required to deliver IT services. The plan contains scenarios for different predictions of business demand, and costed options to deliver the agreed service level targets.
Comparison between ITIL 2011 and ITIL 2007 - The Main Changes
Mon, 26 September 2011
We've added a new page to the ITIL Wiki, explaining the main changes and differences between ITIL 2007 and ITIL 2011.
We'll insert more content as we adjust the ITIL Process Map to the latest ITIL 2011 edition.
New ITIL Checklist "Incident Prioritization Guideline"
Fri, 23 September 2011
You spoke, we listened: a new and detailed ITIL checklist on Incident classification is now available in our Wiki.
The Checklist "Incident Prioritization Guideline" contains the rules for Incident categorization depending on their impact and urgency. The right classification is essential for triggering appropriate Incident escalations. The template also defines the term Major Incident and how Major Incidents should be treated.
ITIL Roles updated
Tue, 20 September 2011
We've updated the definitions of the ITIL roles, which describe the roles' main characteristics. Roles are used in ITIL to assign responsibilities in the various ITIL processes.
ITIL Implementation in 10 Steps - Project Course
Fri, 16 September 2011
We've just updated the section on ITIL implementation.
Our guide "Implementing ITIL in 10 Steps" is a time-tested project blueprint designed to support the planning of your ITIL initiative and the subsequent ITIL implementation.
The ITIL project guide is also ideally suited for organizations preparing themselves for ISO 20000 certification, since ISO 20000 and ITIL share the same basic principles.
ITIL Metrics (KPIs)
Wed, 14 September 2011
ITIL Key Performance Indicators (ITIL KPIs) are used to assess if the processes of your IT organization are running according to expectations. Our IT Process Wiki contains a collection of such KPIs which you can use as a starting point when designing process metrics for your organization.
Checklist "Service Improvement Plan (SIP)"
Sat, 10 September 2011
Our template Service Improvement Plan (SIP) has been enhanced with the updated section "Implementation schedule". The Service Improvement Plan is a formal plan to implement improvements to services and IT processes.
Updates to "ITIL Process Evaluation"
Sat, 10 September 2011
We have updated ITIL Process Evaluation and changed the descriptions of the ITIL roles that are involved in the process: The Process Owner and the Process Architect.
New: The data objects "Process Assessment Guideline" and "Seven-Step Improvement Guideline". The "7-Step Improvement Method" is a methodology which can be universally applied to identify shortcomings in services and processes and to implement improvements.
"ITIL Service Evaluation": The Service Review Report
Sat, 10 September 2011
ITIL Service Evaluation aims to evaluate service quality. Service Reviews are carried out to review business services and infrastructure services on a regular basis.
The results and findings are documented within the "Service Review Report". Our checklist summarizes the most important report items.
Adjustments to "ITIL Problem Management" and the "Problem Record" Template
Thu, 08 September 2011
The ITIL Problem Management process has been updated.
We've also refreshed our checklist "Problem Record". This checklist contains a detailed structure of the data which should be contained in a Problem Record in order to describe its complete life cycle from Problem identification to solution. Among the additions are references to Known Errors and Workarounds and a section on the solution history.
Enhancements to "ITIL Incident Management"
Tue, 06 September 2011
We have revised the Incident Management process and added two data objects: The Incident Prioritization Guideline helps with assigning the correct priority to incidents - this is essential for triggering appropriate escalations. The Major Incident Review documents the Major Incident's underlying causes.
Our checklist Incident Record has been enhanced with updated sections "Incident Prioritization" and "Incident Closure Data".
The "Service Knowledge Management System"
Mon, 05 September 2011
Knowledge Management is the central process responsible for providing knowledge to all other IT Service Management processes. In this respect, the Service Knowledge Management System (SKMS) serves as the central repository of data, information and knowledge managed by the Knowledge Management process.
Here is the updated definition: → "SKMS"
"ITIL Configuration Management" updated
Mon, 05 September 2011
We have extended ITIL Service Asset & Configuration Management and added two sub-processes: Configuration Identification and Configuration Control.
The related ITIL checklist "CMS CMDB" has been enhanced. This template covers details on the Configuration Management System (CMS), a coherent logical model of the IT organization’s service assets.
Modified Data Objects in "ITIL Project Management"
Sun, 04 September 2011
We renamed and modified the data object "Project Plan" to "Project Plan (Service Transition Plan)" to bring it into line with the ITIL books. To avoid confusion with the "Service Transition Report" (vaguely) known in ITIL we renamed the data object "Service Transition Report" to "Project Portfolio Status Report".
"ITIL Change Management" updated
Sun, 04 September 2011
We switched to the term "Emergency Change" as this is the exact term used in the ITIL books. We've updated the name of the Change Management sub-process accordingly: "Assessment of Emergency RFC by the ECAB". The term has also been replaced within our Checklist RFC.
The "Supplier Service Level Report"
Sat, 03 September 2011
We created a new data object Supplier Service Level Report to make clear that it is different from the Service Level Report created by Service Level Management. The Supplier Service Level Report gives insight into a service provider's external supplier's ability to deliver the agreed service quality.
Updates to "IT Service Continuity Management"
Fri, 02 September 2011
ITIL suggests to maintain an ITSCM Strategy, ITSCM Plans and Recovery Plans (the latter in both ITSCM and Availability Management). The corresponding data objects were changed to better account for this.
"ITIL Risk Management" extended
Thu, 01 September 2011
We've extended ITIL Risk Management and added the new sub-process "Risk Management Support". This process aims to define a framework for Risk Management. The Risk Management Policy describes and communicates the organization’s approach to managing risk.
Recent Changes to "Service Level Management"
Tue, 30 August 2011
We've updated the description of "Maintenance of the SLM Framework". The term "SLA/ OLA/ UC Catalogue and Structure" has been replaced with Contract Portfolio.
To avoid confusion with the Enterprise Architect role, we've changed the names and descriptions of some roles: the "Applications Analyst/ Architect" has thus become the Applications Analyst, and "Technical Analyst/ Architect" Technical Analyst.
"ITIL Financial Management" updated
Mon, 29 August 2011
We continue to bring our ITIL Wiki in line with the version of the ITIL Process Map that has just received the ITIL® Licensed Product logo by APMG. This meant updating the descriptions of sub-processes and ITIL terms in Financial Management. The checklist Financial Analysis now has a new section on financing options.
Updates to "Service Portfolio Management"
Mon, 29 August 2011
We've updated the descriptions of the sub-processes in Service Portfolio Management, as well as the definitions of the terms Strategic Plan and Strategic Service Assessment. There's also a revised Service Portfolio checklist.
Recent changes to "Information Security Management"
Fri, 26 August 2011
The term "Information Security Management" is now used consistently, in line with ITIL V3. We renamed the process "IT Security Management" to Information Security Management and adjusted descriptions of sub-processes where necessary. The linked data objects come with changed descriptions. A new data object was created: The Underpinning Information Security Policy (underpinning policies support the overal Information Security Policy, covering special topics like the usage of e-mails. The changes also concern the process owner of Information Security Management: The Information Security Manager.
Recent changes to "Architecture Management"
Fri, 26 August 2011
We renamed the process "IT Architecture Management" to Architecture Management, to allow for the fact that the process is not limited to technical architectures. This process now produces an Enterprise Architecture (EA) and Application Frameworks. The changes also concern the process owner of ITIL Architecture Management: The Enterprise Architect.
ITIL Disciplines with new Overview Diagrams
Thu, 09 August 2011
We've updated the ITIL disciplines' overview diagrams (images and corresponding .PDF-Files):
- ITIL Service Strategy (.JPG)
- ITIL Service Design (.JPG)
- ITIL Service Transition (.JPG)
- ITIL Service Operation (.JPG)
- ITIL CSI (.JPG)
A new Contributor to the ITIL Wiki
Tue, 21 June 2011
We are happy to welcome Trevor Lea-Cox of Lea-Cox & Associates as a new contributor to our IT Process Wiki. Lea-Cox & Associates is an experienced consulting company in the areas of Service Management (ITIL, ISO 20000) and Business Service Design. Trevor is our development partner for the ITIL reference process model for IBM® Rational® System Architect®.
