ITIL Wiki News: Difference between revisions

From IT Process Wiki
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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: [https://en.it-processmaps.com/rss.xml RSS News Feed]
Subscribe to our news feed to get the latest news, and to stay informed about important changes and updates to our ITIL Wiki: [https://en.it-processmaps.com/rss.xml RSS News Feed]
<p>&nbsp;</p>
====<span id="2011-12-29">Adjustments to the "Capacity Plan" Template</span>====
[[Image:Thumb-itil-template.jpg|thumb|70px|right|none|alt=Capacity Plan ITIL|[[Checklist Capacity Plan|Capacity Plan Template]]]]
<small>Thu, 29 December 2011</small>
We've updated and enhanced our [[Checklist Capacity Plan|"Capacity Plan" checklist]]. The Capacity Plan contains scenarios for different predictions of business demand, and options with cost estimates to deliver the agreed service level targets.
<p>&nbsp;</p>
====<span id="2011-12-27">New ITIL Template "SLA - OLA"</span>====
[[Image:Thumb-itil-template.jpg|thumb|70px|right|none|alt=Service Level Agreement - Operational Level Agreement|[[Checklist SLA OLA]]]]
<small>Tue, 27 December 2011</small>
The [[Checklist SLA OLA]] serves as a template for Service Level Agreements (SLA) and Operational Level Agreements (OLA): The SLA is an agreement between an IT service provider and a customer, while the OLA is an internal agreement between two parts of the same IT service provider, governing the delivery of infrastructure (supporting) services. 
<p>&nbsp;</p>
====<span id="2011-12-22">KPIs according to ITIL 2011</span>====
[[Image:ITIL-KPIs.jpg|thumb|70px|right|none|alt=ITIL 2011 KPIs ITIL|[[ITIL Key Performance Indicators|KPIs ITIL 2011]]]]
<small>Thu, 22 December 2011</small>
[[ITIL Key Performance Indicators|ITIL Key Performance Indicators (ITIL KPIs)]] are used to assess if the processes of an IT organization are running according to expectations. The suggested KPIs in our ITIL Wiki now comply with the ITIL 2011 recommendations.
<p>&nbsp;</p>
====<span id="2011-12-20">ITIL 2011 Update "Continual Service Improvement"</span>====
[[Image:Overview continual service improvement csi itilv3.jpg|thumb|70px|right|none|alt=Continual Service Improvement ITIL|[[ITIL V3 CSI - Continual Service Improvement|ITIL CSI]]]]
<small>Tue, 20 December 2011</small>
[[ITIL V3 CSI - Continual Service Improvement|Continual Service Improvement (CSI)]] is the last ITIL discipline in our Wiki that has been brought in line with the latest ITIL 2011 edition. &#8594;  At a glance: The most important [[ITIL 2011#ITIL 2011 CSI|changes between the previous ITIL V3 edition and ITIL 2011 in CSI]].
<p>&nbsp;</p>
====<span id="2011-12-18">ITIL 2011 replaces Service Improvement Plan with CSI Register</span>====
[[Image:Thumb-itil-template.jpg|thumb|70px|right|none|alt=ITIL CSI Register, SIP|[[Checklist Service Improvement Plan SIP|Checklist CSI Register]]]]
<small>Sun, 18 December 2011</small>
A new term for an established concept: The [[Checklist Service Improvement Plan SIP|CSI Register]] is used to record and manage improvement opportunities throughout their lifecycle. In ITIL V3 the CSI Register was referred to as the Service Improvement Plan (SIP).
<p>&nbsp;</p>
====<span id="2011-12-12">ITIL 2011 Update "Service Strategy"</span>====
[[Image:Overview service strategy itilv3.jpg|thumb|70px|right|none|alt=Service Strategy ITIL|[[ITIL V3 Service Strategy|Service Strategy]]]]
<small>Mon, 12 December 2011</small>
The [[ITIL V3 Service Strategy|Service Strategy]]  discipline has been expanded in ITIL 2011 to include three more main processes: Strategy Management for IT Services, Demand Management and Business Relationship Management. &#8594;  At a glance: The most important [[ITIL 2011#ITIL 2011 Service Strategy|changes between the previous ITIL V3 edition and ITIL 2011 in Service Strategy]].
<p>&nbsp;</p>
====<span id="2011-12-10">"ITIL Demand Management"</span>====
[[Image:Demand-management-itil.jpg|thumb|70px|right|none|alt=ITIL Demand Management|[[ITIL Demand Management]]]]
<small>Sat, 10 December 2011</small>
Since the latest ITIL 2011 guidance includes clarifications on the differences in scope between Demand Management and Capacity Management, a dedicated [[ITIL Demand Management|Demand Management]] process has been introduced as part of Service Strategy.
New ITIL term: Patterns of Business Activity (PBA) are workload profiles describing the demand for particular services. PBAs are an important tool used by Demand Management for anticipating and influencing service demand.
<p>&nbsp;</p>
====<span id="2011-12-08">New Process in ITIL 2011: "Strategy Management for IT Services"</span>====
[[Image:Strategy-management-itil.jpg|thumb|70px|right|none|alt=ITIL Strategy Management for IT Services|[[ITIL Strategy Management]]]]
<small>Thu, 08 December 2011</small>
[[ITIL Strategy Management|Strategy Management for IT Services]] was added as a new process in ITIL 2011. This processes now is responsible for [[ITIL Strategy Management#ITIL Strategy Management Assessment|strategic assessments]] and the [[ITIL Strategy Management#ITIL Service Strategy Definition|development of the service strategy]]. The [[ITIL Strategy Management#Service Strategy Manager|Service Strategy Manager]] produces and maintains the service provider's strategy.
<p>&nbsp;</p>
====<span id="2011-12-07">Redesign of "Service Portfolio Management"</span>====
[[Image:Service-portfolio-management-itil.jpg|thumb|70px|right|none|alt=Service Portfolio Management ITIL|[[Service Portfolio Management]]]]
<small>Thu, 08 December 2011</small>
[[Service Portfolio Management]] has been redesigned in ITIL 2011 following the introduction of the "Strategy Management for IT Services" process. It has been re-focused to cover activities associated with managing the [[Service Portfolio Management#Service Portfolio|Service Portfolio]]. Strategic assessments and the development of the service strategy have been removed.
<p>&nbsp;</p>
====<span id="2011-12-06">New Process in ITIL 2011: "Business Relationship Management"</span>====
[[Image:Itil-business-relationship-management.jpg|thumb|70px|right|none|alt=Business Relationship Management ITIL|[[Business Relationship Management]]]]
<small>Tue, 06 December 2011</small>
[[Business Relationship Management]] was added as a new process in ITIL 2011. The processes identifies the needs of existing and potential customers and ensures that appropriate services are developed to meet those needs.
The [[Business Relationship Management#Business Relationship Manager|Business Relationship Manager]] role has been introduced to perform the activities in Business Relationship Management. This role is also responsible for maintaining a positive relationship with customers.
<p>&nbsp;</p>
====<span id="2011-12-04">ITIL 2011 Update "Service Design"</span>====
[[Image:Overview service design itilv3 thumb.jpg|thumb|70px|right|none|alt=Service Design ITIL|[[ITIL V3 Service Design|Service Design]]]]
<small>Sun, 04 December 2011</small>
[[ITIL V3 Service Design|Service Design]] is the third ITIL discipline in our Wiki that has been brought in line with the latest ITIL 2011 edition. &#8594;  At a glance: The most important [[ITIL 2011#ITIL 2011 Service Design|changes between the previous ITIL V3 edition and ITIL 2011 in Service Design]].
<p>&nbsp;</p>
<p>&nbsp;</p>
====<span id="2011-12-02">Supplier Management: ITIL 2011 replaces SDC with SCMIS</span>====
[[Image:itil-supplier-management.jpg|thumb|70px|right|none|alt=Supplier Management ITIL|[[Supplier Management]]]]
<small>Fri, 02 December 2011</small>
A new term for an established concept: The [[Supplier Management#SCMIS|Supplier and Contract Management Information System (SCMIS)]] is a database or structured document used to manage suppliers and contracts throughout their lifecycle. It contains key attributes of all contracts with suppliers, and should be part of the [[Knowledge Management#SKMS|Service Knowledge Management System]].
In ITIL V3 the Supplier and Contract Management Information System was referred to as the Supplier & Contract Database (SCD).


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<p>&nbsp;</p>
====<span id="2011-09-23">New ITIL Checklist "Incident Prioritization Guideline"</span>====
[[Image:Thumb-itil-template.jpg|thumb|70px|right|none|alt=ITIL Incident Prioritization|[[Checklist Incident Priority]]]]
<small>Fri, 23 September 2011</small>
You spoke, we listened: a new and detailed ITIL checklist on Incident classification is now available in our Wiki.
The [[Checklist Incident Priority|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 [[Checklist Incident Priority#Major Incident|Major Incident]] and how Major Incidents should be treated.
<p>&nbsp;</p>
====<span id="2011-09-20">ITIL Roles updated</span>====
[[Image:Thumb-itil-roles-index.jpg|thumb|70px|right|none|alt=ITIL Roles & ITIL Responsibilities|[[Roles within ITIL V3|ITIL Roles]]]]
<small>Tue, 20 September 2011</small>
We've updated the definitions of the [[Roles within ITIL V3|ITIL roles]], which describe the roles' main characteristics. Roles are used in ITIL to assign responsibilities in the various [[ITIL Processes|ITIL processes]].
<p>&nbsp;</p>
====<span id="2011-09-16">ITIL Implementation in 10 Steps - Project Course</span>====
[[Image:Thumb-itil-project-course.jpg|thumb|70px|right|none|alt=ITIL Implementation Guide|[[ITIL Implementation]]]]
<small>Fri, 16 September 2011</small>
We've just updated the section on [[ITIL Implementation|ITIL implementation]].
Our guide "[[ITIL Implementation#ITIL Implementation in 10 Steps - Project Course|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.
<p>&nbsp;</p>
====<span id="2011-09-14">ITIL Metrics (KPIs)</span>====
[[Image:ITIL-KPIs.jpg|thumb|70px|right|none|alt=ITIL Key Performance Indicators|[[ITIL Key Performance Indicators|ITIL Metrics (KPIs)]]]]
<small>Wed, 14 September 2011</small>
[[ITIL Key Performance Indicators|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.
<p>&nbsp;</p>
====<span id="2011-09-10c">Checklist "Service Improvement Plan (SIP)"</span>====
[[Image:Itil-definition-csi-initiatives.jpg|thumb|70px|right|none|alt=CSI Initiative: ITIL SIP Template|[[Checklist Service Improvement Plan SIP|SIP Template]]]]
<small>Sat, 10 September 2011</small>
Our template [[Checklist Service Improvement Plan SIP|Service Improvement Plan (SIP)]] has been enhanced with the updated section "Implementation schedule". The Service Improvement Plan is a formal plan to implement [[Definition of Improvement Initiatives|improvements to services and IT processes]].
<p>&nbsp;</p>
====<span id="2011-09-10b">Updates to "ITIL Process Evaluation"</span>====
[[Image:Itil-process-evaluation.jpg|thumb|70px|right|none|alt=ITIL Process Management|[[Process Evaluation|ITIL Process Evaluation]]]]
<small>Sat, 10 September 2011</small>
We have updated [[Process Evaluation|ITIL Process Evaluation]] and changed the descriptions of the ITIL roles that are involved in the process: The [[Process Evaluation#Process Owner|Process Owner]] and the [[Process Evaluation#Process Architect|Process Architect]].
New: The data objects "[[Process Evaluation#Process Assessment Guideline|Process Assessment Guideline]]" and "[[Process Evaluation#Seven-Step Improvement Guideline|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.
<p>&nbsp;</p>
====<span id="2011-09-10a">"ITIL Service Evaluation": The Service Review Report</span>====
[[Image:Itil-service-evaluation.jpg|thumb|70px|right|none|alt=ITIL Service Management|[[Service Evaluation|ITIL Service Evaluation]]]]
<small>Sat, 10 September 2011</small>
[[Service Evaluation|ITIL Service Evaluation]] aims to evaluate service quality. [[Service Evaluation#Service Review|Service Reviews]] are carried out to review business services and infrastructure services on a regular basis.
The results and findings are documented within the "[[Checklist Service Evaluation Report#Service Review Report|Service Review Report]]". Our checklist summarizes the most important report items.
<p>&nbsp;</p>
====<span id="2011-09-08">Adjustments to "ITIL Problem Management" and the "Problem Record" Template</span>====
[[Image:Problem-management-itil.jpg|thumb|70px|right|none|alt=Problem Management|[[Problem Management|ITIL Problem Management]]]]
<small>Thu, 08 September 2011</small>
The [[Problem Management|ITIL Problem Management]] process has been updated.
We've also refreshed our [[Checklist Problem Record|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.
<p>&nbsp;</p>
====<span id="2011-09-06">Enhancements to "ITIL Incident Management"</span>====
[[Image:Incident-management-itil.jpg|thumb|70px|right|none|alt=ITIL Incident Management|[[Incident Management|ITIL Incident Management]]]]
<small>Tue, 06 September 2011</small>
We have revised the [[Incident Management|Incident Management process]] and added two data objects: The [[Incident Management#Incident Prioritization Guideline|Incident Prioritization Guideline]] helps with assigning the correct priority to incidents - this is essential for triggering appropriate escalations. The [[Incident Management#Major Incident Review|Major Incident Review]] documents the Major Incident's underlying causes.
Our checklist [[Checklist Incident Record|Incident Record]] has been enhanced with updated sections "Incident Prioritization" and "Incident Closure Data".
<p>&nbsp;</p>
====<span id="2011-09-05b">The "Service Knowledge Management System"</span>====
[[Image:Itil-knowledge-management.jpg|thumb|70px|right|none|alt=ITIL Knowledge Management|[[Knowledge Management|ITIL Knowledge Management]]]]
<small>Mon, 05 September 2011</small>
[[Knowledge Management]] is the central process responsible for providing knowledge to all other IT Service Management processes. In this respect, the [[Knowledge Management#SKMS|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: &#8594; [[Knowledge Management#SKMS|"SKMS"]]
<p>&nbsp;</p>
====<span id="2011-09-05a">"ITIL Configuration Management" updated</span>====
[[Image:Service-asset-and-configuration-management.jpg|thumb|70px|right|none|alt=ITIL Configuration Management|[[Service Asset and Configuration Management|ITIL Configuration Management]]]]
<small>Mon, 05 September 2011</small>
We have extended [[Service Asset and Configuration Management|ITIL Service Asset & Configuration Management]] and added two sub-processes: [[Service Asset and Configuration Management#ITIL Configuration Management Identification|Configuration Identification]] and
[[Service Asset and Configuration Management#ITIL Configuration Management Control|Configuration Control]].
The related [[Checklist CMS CMDB|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.
<p>&nbsp;</p>
====<span id="2011-09-04b">Modified Data Objects in "ITIL Project Management"</span>====
[[Image:Itil-project-management.jpg|thumb|70px|right|none|alt=ITIL Project Management|[[Project Management - Transition Planning and Support|ITIL Project Management]]]]
<small>Sun, 04 September 2011</small>
We renamed and modified the data object "Project Plan" to "[[Project Management - Transition Planning and Support#Service Transition Plan|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 Management - Transition Planning and Support#Project Portfolio Status Report|Project Portfolio Status Report]]".
<p>&nbsp;</p>
====<span id="2011-09-04a">"ITIL Change Management" updated</span>====
[[Image:Change-management-itil.jpg|thumb|70px|right|none|alt=ITIL Change Management|[[Change Management|Change Management]]]]
<small>Sun, 04 September 2011</small>
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-Processes|Change Management sub-process]] accordingly: "Assessment of Emergency RFC by the ECAB". The term has also been replaced within our [[Checklist Request for Change RFC|Checklist RFC]].
<p>&nbsp;</p>
====<span id="2011-09-03">The "Supplier Service Level Report"</span>====
[[Image:Itil-supplier-management.jpg|thumb|70px|right|none|alt=ITIL Supplier Management|[[Supplier Management|Supplier Management]]]]
<small>Sat, 03 September 2011</small>
We created a new data object [[Supplier Management#Supplier Service Level Report|Supplier Service Level Report]] to make clear that it is different from the [[Service Level Management#Service Level Report|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. 
<p>&nbsp;</p>
====<span id="2011-09-02">Updates to "IT Service Continuity Management"</span>====
[[Image:It-service-continuity-management.jpg|thumb|70px|right|none|alt=IT Service Continuity Management ITIL|[[IT Service Continuity Management|ITSCM]]]]
<small>Fri, 02 September 2011</small>
ITIL suggests to maintain an [[IT Service Continuity Management#IT Service Continuity Strategy|ITSCM Strategy]], [[IT Service Continuity Management#IT Service Continuity Plan|ITSCM Plans]] and [[IT Service Continuity Management#Recovery Plan|Recovery Plans]] (the latter in both [[IT Service Continuity Management|ITSCM]] and [[Availability Management]]). The corresponding data objects were changed to better account for this.
<p>&nbsp;</p>
====<span id="2011-09-01">"ITIL Risk Management" extended</span>====
[[Image:Itil-risk-management.jpg|thumb|70px|right|none|alt=ITIL Risk Management|[[Risk Management|ITIL Risk Management]]]]
<small>Thu, 01 September 2011</small>
We've extended [[Risk Management|ITIL Risk Management]] and added the new sub-process "[[Risk Management#Sub-Processes|Risk Management Support]]". This process aims to define a framework for Risk Management. The [[Risk Management#Risk Management Policy|Risk Management Policy]] describes and communicates the organization’s approach to managing risk.
<p>&nbsp;</p>
====<span id="2011-08-30">Recent Changes to "Service Level Management"</span>====
[[Image:Service-level-management.jpg|thumb|70px|right|none|alt=Service Level Management ITIL|[[Service Level Management]]]]
<small>Tue, 30 August 2011</small>
We've updated the description of [[Service Level Management#Sub-Processes|"Maintenance of the SLM Framework"]]. The term "SLA/ OLA/ UC Catalogue and Structure" has been replaced with [[Service Level Management#Contract Portfolio|Contract Portfolio]].
To avoid confusion with the [[Roles within ITIL V3#Enterprise Architect|Enterprise Architect]] role, we've changed the names and descriptions of some roles: the "Applications Analyst/ Architect" has thus become the [[Roles within ITIL V3#Applications Analyst|Applications Analyst]], and "Technical Analyst/ Architect" [[Roles within ITIL V3#Technical Analyst|Technical Analyst]].
<p>&nbsp;</p>
====<span id="2011-08-29b">"ITIL Financial Management" updated</span>====
[[Image:Itil-financial-management.jpg|thumb|70px|right|none|alt=ITIL Financial Management|[[Financial Management]]]]
<small>Mon, 29 August 2011</small>
We continue to bring our ITIL Wiki in line with the version of the ITIL Process Map that has just received the ITIL&reg; Licensed Product logo by APMG. This meant updating the descriptions of sub-processes and ITIL terms in [[Financial Management]]. The [[Checklist Financial Analysis|checklist Financial Analysis]] now has a new section on financing options.
<p>&nbsp;</p>
====<span id="2011-08-29a">Updates to "Service Portfolio Management"</span>====
[[Image:Service-portfolio-management-itil.jpg|thumb|70px|right|none|alt=Service Portfolio Management|[[Service Portfolio Management]]]]
<small>Mon, 29 August 2011</small>
We've updated the descriptions of the sub-processes in [[Service Portfolio Management]], as well as the definitions of the terms [[Service Portfolio Management#Strategic Plan|Strategic Plan]] and [[Service Portfolio Management#Strategic Service Assessment|Strategic Service Assessment]]. There's also a revised [[Checklist Service Portfolio|Service Portfolio checklist]].
<p>&nbsp;</p>
====<span id="2011-08-26">Recent changes to "Information Security Management"</span>====
[[Image:Itil-security-management.jpg|thumb|70px|right|none|alt=ITIL Security Management|[[IT Security Management|Security Management]]]]
<small>Fri, 26 August 2011</small>
The term "Information Security Management" is now used consistently, in line with ITIL V3. We renamed the process "IT Security Management" to [[IT Security Management|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 [[IT Security Management#Underpinning-Information-Security-Policy|Underpinning Information Security Policy]] (underpinning policies support the overal [[IT Security Management#Security-Policy|Information Security Policy]], covering special topics like the usage of e-mails. The changes also concern the process owner of Information Security Management: The [[Roles within ITIL V3#Information Security Manager|Information Security Manager]].
<p>&nbsp;</p>
====<span id="2011-08-24">Recent changes to "Architecture Management"</span>====
[[Image:It-architecture-management.jpg|thumb|70px|right|none|alt=ITIL Architecture Management|[[IT Architecture Management|Architecture Management]]]]
<small>Fri, 26 August 2011</small>
We renamed the process "IT Architecture Management" to [[IT Architecture Management|Architecture Management]], to allow for the fact that the process is not limited to technical architectures. This process now produces an [[IT Architecture Management#Enterprise-Architecture|Enterprise Architecture (EA)]] and [[IT Architecture Management#Application-Framework|Application Frameworks]]. The changes also concern the process owner of ITIL Architecture Management: The [[Roles within ITIL V3#Enterprise Architect|Enterprise Architect]].
<p>&nbsp;</p>
====<span id="2011-08-09">ITIL Disciplines with new Overview Diagrams</span>====
[[Image:Itil-service-design.jpg|thumb|70px|right|none|alt=ITIL Service Design|[[ITIL V3 Service Design|ITIL Service Design]]]]
<small>Thu, 09 August 2011</small>
We've updated the ITIL disciplines' overview diagrams (images and corresponding .PDF-Files):
* [[Media:Itil-service-strategy.jpg|ITIL Service Strategy (.JPG)]]
* [[Media:Itil-service-design.jpg|ITIL Service Design (.JPG)]]
* [[Media:Service-transition.jpg|ITIL Service Transition (.JPG)]]
* [[Media:Service-operation.jpg|ITIL Service Operation (.JPG)]]
* [[Media:Itil-csi.jpg|ITIL CSI (.JPG)]]
<p>&nbsp;</p>
====<span id="2011-06-21">A new Contributor to the ITIL Wiki</span>====
[[Image:Wiki-ITIL-V3.jpg|thumb|70px|right|none|alt=ITIL Wiki|[[Main Page|ITIL Wiki]]]]
<small>Tue, 21 June 2011</small>
We are happy to welcome Trevor Lea-Cox of Lea-Cox & Associates as a new contributor to our [[Main Page|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&reg; Rational&reg; System Architect&reg;.


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Revision as of 20:30, 29 December 2011

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ITIL Wiki News
ITIL Wiki News


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

 

Adjustments to the "Capacity Plan" Template

Capacity Plan ITIL
Capacity Plan Template

Thu, 29 December 2011

We've updated and enhanced our "Capacity Plan" checklist. The Capacity Plan contains scenarios for different predictions of business demand, and options with cost estimates to deliver the agreed service level targets.

 

New ITIL Template "SLA - OLA"

Service Level Agreement - Operational Level Agreement
Checklist SLA OLA

Tue, 27 December 2011

The Checklist SLA OLA serves as a template for Service Level Agreements (SLA) and Operational Level Agreements (OLA): The SLA is an agreement between an IT service provider and a customer, while the OLA is an internal agreement between two parts of the same IT service provider, governing the delivery of infrastructure (supporting) services.

 

KPIs according to ITIL 2011

ITIL 2011 KPIs ITIL
KPIs ITIL 2011

Thu, 22 December 2011

ITIL Key Performance Indicators (ITIL KPIs) are used to assess if the processes of an IT organization are running according to expectations. The suggested KPIs in our ITIL Wiki now comply with the ITIL 2011 recommendations.

 

ITIL 2011 Update "Continual Service Improvement"

Continual Service Improvement ITIL
ITIL CSI

Tue, 20 December 2011

Continual Service Improvement (CSI) is the last 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 CSI.

 

ITIL 2011 replaces Service Improvement Plan with CSI Register

ITIL CSI Register, SIP
Checklist CSI Register

Sun, 18 December 2011

A new term for an established concept: The CSI Register is used to record and manage improvement opportunities throughout their lifecycle. In ITIL V3 the CSI Register was referred to as the Service Improvement Plan (SIP).

 

ITIL 2011 Update "Service Strategy"

Service Strategy ITIL
Service Strategy

Mon, 12 December 2011

The Service Strategy discipline has been expanded in ITIL 2011 to include three more main processes: Strategy Management for IT Services, Demand Management and Business Relationship Management. → At a glance: The most important changes between the previous ITIL V3 edition and ITIL 2011 in Service Strategy.

 

"ITIL Demand Management"

ITIL Demand Management
ITIL Demand Management

Sat, 10 December 2011

Since the latest ITIL 2011 guidance includes clarifications on the differences in scope between Demand Management and Capacity Management, a dedicated Demand Management process has been introduced as part of Service Strategy.

New ITIL term: Patterns of Business Activity (PBA) are workload profiles describing the demand for particular services. PBAs are an important tool used by Demand Management for anticipating and influencing service demand.

 

New Process in ITIL 2011: "Strategy Management for IT Services"

ITIL Strategy Management for IT Services
ITIL Strategy Management

Thu, 08 December 2011

Strategy Management for IT Services was added as a new process in ITIL 2011. This processes now is responsible for strategic assessments and the development of the service strategy. The Service Strategy Manager produces and maintains the service provider's strategy.

 

Redesign of "Service Portfolio Management"

Service Portfolio Management ITIL
Service Portfolio Management

Thu, 08 December 2011

Service Portfolio Management has been redesigned in ITIL 2011 following the introduction of the "Strategy Management for IT Services" process. It has been re-focused to cover activities associated with managing the Service Portfolio. Strategic assessments and the development of the service strategy have been removed.

 

New Process in ITIL 2011: "Business Relationship Management"

Business Relationship Management ITIL
Business Relationship Management

Tue, 06 December 2011

Business Relationship Management was added as a new process in ITIL 2011. The processes identifies the needs of existing and potential customers and ensures that appropriate services are developed to meet those needs.

The Business Relationship Manager role has been introduced to perform the activities in Business Relationship Management. This role is also responsible for maintaining a positive relationship with customers.

 

ITIL 2011 Update "Service Design"

Service Design ITIL
Service Design

Sun, 04 December 2011

Service Design is the third 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 Design.

 

 

Supplier Management: ITIL 2011 replaces SDC with SCMIS

Supplier Management ITIL
Supplier Management

Fri, 02 December 2011

A new term for an established concept: The Supplier and Contract Management Information System (SCMIS) is a database or structured document used to manage suppliers and contracts throughout their lifecycle. It contains key attributes of all contracts with suppliers, and should be part of the Service Knowledge Management System.

In ITIL V3 the Supplier and Contract Management Information System was referred to as the Supplier & Contract Database (SCD).

 

Many Service Design Processes almost unchanged

ITIL Service Design
Service Design ITIL

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"

Risk Management ITIL
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"

Service Level Management ITIL
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"

Design Coordination ITIL
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"

Service Transition ITIL
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"

Configuration Management ITIL
ITIL Config 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"

Service Validation ITIL
ITIL Service Validation

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"

Release Management ITIL
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

Application Development ITIL
ITIL Application Development

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"

Change Management ITIL
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)"

Project Management ITIL
ITIL Project Management

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"

Change Evaluation ITIL
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

Problem Management ITIL
Problem Management

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"

Access Management ITIL
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"

Request Fulfilment ITIL
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

Incident Management ITIL
Incident Management

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"

Event Management 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"

IT Operations Control ITIL
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

Application Management ITIL
Application Management

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"

Technical Management ITIL
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"

Capacity Plan Template
Checklist 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

ITIL 2011
ITIL 2011

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.

 

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