ITIL Wiki News: Difference between revisions

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====<span id="2011-12-29">Adjustments to the "Capacity Plan" Template</span>====
====<span id="2012-06-24">What are the contents of a Problem Record?</span>====


[[Image:Thumb-itil-template.jpg|thumb|70px|right|none|alt=Capacity Plan ITIL|[[Checklist Capacity Plan|Capacity Plan Template]]]]
[[Image:Thumb-itil-template.jpg|thumb|70px|right|none|alt=Problem Record ITIL|[[Checklist Problem Record|Problem Record]]]]
<small>Thu, 29 December 2011</small>
<small>Sun, 24 June 2012</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.  
In ITIL, a "Problem" is defined as the cause of one or more Incidents. The [[Checklist Problem Record|Problem Record]] contains all details of a Problem, documenting the history of the Problem from detection to closure.


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&#8594; These are the typical [[Checklist Problem Record#Problem Record - Contents|contents of a Problem Record]]: ...
 
====<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. 
 
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====<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.


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====<span id="2011-12-20">ITIL 2011 Update "Continual Service Improvement"</span>====
====<span id="2012-06-13">New: A Bridge between ITIL 2011 and the ISO 20000:2011 Standard</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]].


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[[Image:Iso-20000.jpg|thumb|70px|right|none|alt=ITIL and ISO 20000|[https://en.it-processmaps.com/news/iso-20000-2011.html ITIL 2011 and ISO 20000]]]
 
====<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).
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<small>Wed, 13 June 2012</small>


====<span id="2011-12-12">ITIL 2011 Update "Service Strategy"</span>====
The ITIL® - ISO 20000 Bridge has been brought in line with the latest version of [[ISO 20000|ISO 20000:2011]]. It is now available as an add-on to the ITIL® Process Map.
[[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 new version of the ITIL® - ISO 20000 Bridge helps IT organizations and IT Service Providers to develop ITIL 20000 compliant processes and serves as a guideline during the preparation for the ISO-20000:2011 certification audit.


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]].
&#8594; [https://en.it-processmaps.com/news/iso-20000-2011.html Details]


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====<span id="2011-12-10">"ITIL Demand Management"</span>====
====<span id="2012-06-05">How to prioritize Incidents</span>====
[[Image:Demand-management-itil.jpg|thumb|70px|right|none|alt=ITIL Demand Management|[[ITIL Demand Management]]]]


<small>Sat, 10 December 2011</small>
[[Image:Thumb-itil-template.jpg|thumb|70px|right|none|alt=Incident prioritization|[[Checklist Incident Priority|Incident Priority]]]]
<small>Tue, 05 June 2012</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.
What are important considerations when prioritizing Incidents? What Incidents should be treated as Major Incidents?


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.
The [[Checklist Incident Priority|Incident Prioritization Guideline]] describes rules which can be used for assigning priorities to Incidents, based on an assessment of the Incidents' [[Checklist Incident Priority#Incident Urgency (Categories of Urgency)|urgency]] and [[Checklist Incident Priority#Incident Impact (Categories of Impact)|impact]]. The guideline also contains criteria for [[Checklist Incident Priority#Circumstances that warrant the Incident to be treated as a Major Incident|classifying Incidents as Major Incidents]].


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====<span id="2011-12-08">New Process in ITIL 2011: "Strategy Management for IT Services"</span>====
====<span id="2012-05-22">How ITIL 2011 and ISO 20000:2011 are related</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>
[[Image:Iso-20000.jpg|thumb|70px|right|none|alt=ISO 20000 ITIL 2011|[[ISO 20000]]]]
 
[[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.
<small>Tue, 22 May 2012</small>
 
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====<span id="2011-12-07">Redesign of "Service Portfolio Management"</span>====
[[ISO 20000]] states requirements for service management processes but does not provide guidance for implementing them. Since the basic principles behind the ITIL framework and the ISO 20000 standard are very much in line, many ISO 20000 requirements can be fulfilled by introducing one or several ITIL processes.
[[Image:Service-portfolio-management-itil.jpg|thumb|70px|right|none|alt=Service Portfolio Management ITIL|[[Service Portfolio Management]]]]


<small>Thu, 08 December 2011</small>
&#8594; Details: [[ISO 20000#ISO 20000 Sections and related ITIL Processes|ISO 20000:2011 Sections and related ITIL 2011 Processes]]
 
[[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.


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====<span id="2011-12-06">New Process in ITIL 2011: "Business Relationship Management"</span>====
====<span id="2012-05-10">What are the contents of an Incident Record?</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>
[[Image:Thumb-itil-template.jpg|thumb|70px|right|none|alt=Incident Record ITIL|[[Checklist Incident Record|Incident Record]]]]
 
[[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.
<small>Thu, 10 May 2012</small>
 
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.
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====<span id="2011-12-04">ITIL 2011 Update "Service Design"</span>====
An "Incident" is defined as an unplanned interruption or reduction in quality of an IT service. The details of an Incident and its complete history from registration to resolution are recorded in an [[Checklist Incident Record|Incident Record]].
[[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>
These are the typical [[Checklist Incident Record#Incident Record - Contents|contents of an Incident Record]]: ...
 
[[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]].


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====<span id="2011-12-02">Supplier Management: ITIL 2011 replaces SDC with SCMIS</span>====
====<span id="2012-05-02">Adjustments to the "CMS CMDB" Template</span>====
[[Image:itil-supplier-management.jpg|thumb|70px|right|none|alt=Supplier Management ITIL|[[Supplier Management]]]]


<small>Fri, 02 December 2011</small>
[[Image:Thumb-itil-template.jpg|thumb|70px|right|none|alt=CMS ITIL CMDB|[[Checklist CMS CMDB|ITIL Template CMS CMDB]]]]
<small>Wed, 02 Mai 2012</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]].
The [[Checklist CMS CMDB|ITIL checklist CMS CMDB]] has been updated and enhanced.


In ITIL V3 the Supplier and Contract Management Information System was referred to as the Supplier & Contract Database (SCD).
It explains the concept of the [[Checklist CMS CMDB#Configuration Model and CI Types|Configuration Model]] and highlights which information is typically held in the Configuration Management System (CMS) or in Configuration Management Databases (CMDBs) to describe [[Checklist CMS CMDB#Configuration Item Records - CI Records|Configuration Items (CIs)]].


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====<span id="2011-11-30">Many Service Design Processes almost unchanged</span>====
====<span id="2012-04-23">Request for Change (RFC) Template</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>
[[Image:Thumb-itil-template.jpg|thumb|70px|right|none|alt=Request for Change ITIL|[[Checklist Request for Change RFC|ITIL RFC]]]]
 
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.
<small>Mon, 23 April 2012</small>
 
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====<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.
The [[Checklist Request for Change RFC|Request for Change (RFC)]] is formal request for the implementation of a Change. An RFC, specifying the details of the proposed Change, must be submitted to [[Change Management]] for every non-standard Change.


Following the introduction of Design Coordination in ITIL 2011 the information flows of Risk Management have been adapted slightly.  
&#8594; These are the most important [[Checklist Request for Change RFC|contents of an RFC]].


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====<span id="2011-11-24">Redesign of "Service Level Management"</span>====
====<span id="2012-04-14">Now available: ITIL Process Map 2011</span>====
[[Image:Service-level-management.jpg|thumb|70px|right|none|alt=Service Level Management ITIL|[[Service Level Management]]]]


<small>Thu, 24 November 2011</small>
[[Image:Thumb poster itil-process-map-v3.jpg|thumb|70px|right|none|alt=ITIL Process Map 2011|[https://en.it-processmaps.com/news/itil-process-map-2011.html ITIL Process Map 2011]]]
 
[[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.
<small>Sat, 14 April 2012</small>
 
Service Level Management is now mainly responsible for gathering service requirements, as well as monitoring and reporting with regards to agreed service levels.
 
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====<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.
 
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====<span id="2011-11-19">ITIL 2011 Update "Service Transition"</span>====
Following the publication of the 2011 edition of ITIL in July 2011, the ITIL Process Map has been adapted to the latest guidance. &#8594; [https://en.it-processmaps.com/news/itil-process-map-2011.html Details]
[[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. &#8594; 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]].


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====<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.
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====<span id="2011-11-12">Changes to "ITIL Service Validation and Testing"</span>====
====<span id="2012-04-11">Updated Template: Underpinning Contract</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>
[[Image:Thumb-itil-template.jpg|thumb|70px|right|none|alt=Underpinning Contract UC ITIL|[[Checklist Underpinning Contract (UC)|ITIL UC Template]]]]


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.
<small>Wed, 11 April 2012</small>


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.  
The Underpinning Contract (UC) is a contract between an IT service provider and a third party. The third party provides supporting services that enable the service provider to deliver a service to a customer. Our template summarizes the most important [[Checklist Underpinning Contract (UC)#Underpinning Contract - Contents|contents of an Underpinning Contract]].  


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====<span id="2011-11-08">Updates to "ITIL Release Management"</span>====
====<span id="2012-03-25">Official ITIL Logo for the ITIL Process Map 2011 Edition</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>
[[Image:Thumb poster itil-process-map-v3.jpg|thumb|70px|right|none|alt=ITIL Process Map 2011|[https://en.it-processmaps.com/news/itil-process-map-itil-2011-licensed.html IT Process Maps News]]]
 
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|&#8594; 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.
<small>Sun, 25 March 2012</small>
 
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====<span id="2011-11-06">"Application Developement" in ITIL</span>====
Good news! We have just learned that the 2011 edition of our ITIL&reg; Process Map and the new version of the ITIL&reg; - ISO 20000 Bridge (compatible with ISO 20000:2011) have successfully passed the review by APM Group Ltd. This means our products will continue to display the prestigious "ITIL&reg; Licensed Product" logo! The ITIL&reg; Process Map is thus the first independently assessed process model for ITIL 2011 on the market. &#8594; [https://en.it-processmaps.com/news/itil-process-map-itil-2011-licensed.html Details ...]
[[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>
Thank you very much for your positive feedback during the last months of development!


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.  
We now look forward to making the new version of our ITIL process model available by the end of next week.


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====<span id="2011-11-02">Important Modifications to "ITIL Change Management"</span>====
====<span id="2012-03-21">Contents of the Capacity Plan</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>
[[Image:Thumb-itil-template.jpg|thumb|70px|right|none|alt=ITIL Capacity Plan|[[Checklist Capacity Plan|Capacity Plan Template]]]]
<small>Wed, 21 March 2012</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.
A 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.


We've updated the process accordingly and modified the overview diagram of [[:Media:Change-management-itil.jpg|Change Management (.JPG)]] to account for this.
&#8594; All relevant details are contained in our [[Checklist Capacity Plan|Capacity Plan]] template.


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====<span id="2011-10-28">"ITIL Project Management (Transition Planning & Support)"</span>====
====<span id="2012-03-18">Updated Template: Service Design Package</span>====
[[Image:Itil-project-management.jpg|thumb|70px|right|none|alt=Project Management ITIL|[[Project Management - Transition Planning and Support|ITIL Project Management]]]]


<small>Fri, 28 October 2011</small>
[[Image:Thumb-itil-template.jpg|thumb|70px|right|none|alt=Service Design Package|[[Checklist Service Design Package SDP|ITIL SDP Template]]]]
 
In ITIL 2011 [[Project Management - Transition Planning and Support|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.
<small>Sun, 18 March 2012</small>
 
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====<span id="2011-10-20">New Process in ITIL 2011: "Change Evaluation"</span>====
The [[Checklist Service Design Package SDP|Service Design Package (SDP)]] builds upon the Service Level Requirements.
[[Image:Itil-change-evaluation.jpg|thumb|70px|right|none|alt=Change Evaluation ITIL|[[ITIL Change Evaluation|Change Evaluation]]]]


<small>Sun, 23 October 2011</small>
It defines how the requirements are actually fulfilled from a technical and organizational point of view and details all information required in order to develop the service solution.
 
[[ITIL Change Evaluation|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.  


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====<span id="2011-10-20">"Problem Management" expanded</span>====
====<span id="2012-03-11">How to write a Service Level Agreement?</span>====
[[Image:Problem-management-itil.jpg|thumb|70px|right|none|alt=Problem Management ITIL|[[Problem Management]]]]


<small>Thu, 20 October 2011</small>
[[Image:Thumb-itil-template.jpg|thumb|70px|right|none|alt=ITIL Service Level Agreement|[[Checklist SLA OLA|Service Level Agreement]]]]
<small>Sun, 11 March 2012</small>


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 Service Level Agreement is an agreement between an IT service provider and a customer. It focuses on the definition of requirements from a customer viewpoint.  


A summary of the changes is provided on the [[Problem Management|Problem Management]] page, as well as an updated overview diagram of [[Media:Problem-management-itil.jpg|Problem Management (.JPG)]].  
&#8594; This guideline will help you to draw up [[Checklist SLA OLA|Service Level Agreements]].


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====<span id="2011-10-17">Updates to "Access Management"</span>====
====<span id="2012-03-06">ITIL Financial Analysis</span>====
[[Image:Access-management-itil.jpg|thumb|70px|right|none|alt=Access Management ITIL|[[Access Management]]]]


<small>Mon, 17 October 2011</small>
[[Image:Thumb-itil-template.jpg|thumb|70px|right|none|alt=Financial Analysis Template|[[Checklist Financial Analysis|Financial Analysis]]]]
 
We've updated the [[Access Management]] process to bring it in line with the new ITIL 2011 guidance. The [[Media:Access-management-itil.jpg|process overview (.JPG)]] now features a new interface between Access Management and Event Management.
<small>Tue, 06 March 2012</small>
 
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====<span id="2011-10-16">Improvements to "Request Fulfilment"</span>====
The Financial Analysis is an important input to Service Portfolio Management. It contains information on the costs for providing services and provides insight into the profitability of services and customers.  
[[Image:Request-fulfilment.jpg|thumb|70px|right|none|alt=Request Fulfilment ITIL|[[Request Fulfilment]]]]


<small>Sun, 16 October 2011</small>
&#8594; The following points should be considered as part of the [[Checklist Financial Analysis|ITIL Financial Analysis]].  
 
In ITIL 2011 [[Request Fulfilment]] has been revised and enhanced. To reflect the latest guidance Request Fulfilment now consists of [[Request Fulfilment#Sub-Processes|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.


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====<span id="2011-10-13">"ITIL Incident Management" enhanced</span>====
====<span id="2012-03-03">Service Portfolio Template</span>====
[[Image:Incident-management-itil.jpg|thumb|70px|right|none|alt=Incident Management ITIL|[[Incident Management]]]]


<small>Thu, 13 October 2011</small>
[[Image:Thumb-itil-template.jpg|thumb|70px|right|none|alt=ITIL Service Portfolio Template|[[Checklist Service Portfolio|Service Portfolio Template]]]]
 
ITIL 2011 describes the Incident Management process in greater detail. A summary of the changes is provided on the [[Incident Management#Incident Management ITIL 2011|Incident Management page]], as well as an updated overview diagram of [[Media:Incident-management-itil.jpg|Incident Management (.JPG)]].
<small>Sat, 03 March 2012</small>
 
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====<span id="2011-10-09">Updates to "ITIL Event Management"</span>====
Are you looking for a [[Checklist Service Portfolio|Service Portfolio template]]? Our checklist will help get you started.
[[Image:Event-management-itil.jpg|thumb|70px|right|none|alt=Event Management ITIL|[[Event Management|Event Management]]]]


<small>Sun, 09 October 2011</small>
The Service Portfolio represents a complete list of the services managed by the service provider. It contains present contractual commitments, new service development, and retired services.


In ITIL 2011 [[Event Management]] has been updated to reflect the concept of 1st Level Correlation and 2nd Level Correlation. The corresponding [[Event Management#Sub-Processes|sub-processes]] and data objects were changed to better account for this.
&#8594; These are the most important [[Checklist Service Portfolio#Service Portfolio - Contents|contents of a Service Portfolio]].  


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====<span id="2011-10-07">"IT Operations Control"</span>====
====<span id="2012-02-12">The ITIL Glossary</span>====
[[Image:Itil-operations-control.jpg|thumb|70px|right|none|alt=IT Operations Control ITIL|[[IT Operations Control]]]]


<small>Fri, 07 October 2011</small>
[[Image:Thumb-glossary-itil.jpg|thumb|70px|right|none|alt=Glossary ITIL|[[ITIL Glossary]]]]
<small>Sun, 12 February 2012</small>


The [[IT Operations Control]] process highlights common operational activities and assists in identifying important interfaces with other Service Management processes.
The [[ITIL Glossary]] provides you with definitions for the most important and commonly used ITIL glossary terms and acronyms. Related contents of the ITIL Wiki, like ITIL process descriptions, role definitions and ITIL checklists can be reached via links.


In ITIL 2007, IT Operations Control activities were covered in the process "IT Operations Management".
The ITIL Glossary was created as part of the IT Process Wiki. It is online since 2007 and continuously updated. Currently it includes approximately 350 entries from the ITIL V3/ ITIL 2011 edition.  


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====<span id="2011-10-05">The "Application Management" Process</span>====
====<span id="2012-01-25">10 Steps to implementing ITIL</span>====
[[Image:Application-management-itil.jpg|thumb|70px|right|none|alt=Application Management ITIL|[[ITIL Application Management|Application Management]]]]


<small>Wed, 05 October 2011</small>
[[Image:Thumb-itil-project-course.jpg|thumb|70px|right|none|alt=How to implement ITIL|[[ITIL Implementation|How to implement ITIL]]]]
 
The ITIL function Application Management is relevant to the management of applications and systems. That is why we decided to establish an [[ITIL Application Management|Application Management]] process, covering all Application Management activities not included in other ITIL processes.
<small>Wed, 25 January 2012</small>
 
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====<span id="2011-10-02">New Process "Technical Management"</span>====
What needs to be considered when planning an ITIL project? How can I assign the available resources in an economical way? Is there a tried and tested approach to implementing ITIL? 
[[Image:Itil-technical-management.jpg|thumb|70px|right|none|alt=Technical Management ITIL|[[ITIL Technical Management|Technical Management]]]]


<small>Sun, 02 October 2011</small>
The "[[ITIL Implementation|Implementation Guide in 10 Steps]]" provides valuable information on how to set up and carry out ITIL implementation projects or ISO 20000 initiatives.
 
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 [[ITIL Technical Management|Technical Management]] process within [[ITIL V3 Service Operation|Service Operation]], covering all Technical Management activities not included in other ITIL processes.


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====<span id="2011-09-29">New ITIL Template "Capacity Plan"</span>====
====<span id="2012-01-22">ITIL 2011 Roles and Responsibilities</span>====
[[Image:Thumb-itil-template.jpg|thumb|70px|right|none|alt=Capacity Plan Template|[[Checklist Capacity Plan]]]]


<small>Thu, 29 September 2011</small>
[[Image:Thumb-itil-roles-index.jpg|thumb|70px|right|none|alt=Roles ITIL 2011|[[Roles within ITIL V3|ITIL 2011 Roles]]]]
<small>Sun, 22 January 2012</small>


We provide a new [[Checklist Capacity Plan|Capacity Plan template]] for you.
We've updated the definitions of the [[Roles within ITIL V3|ITIL roles]], which describe the roles' main characteristics according to ITIL V3 2011 Edition.


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.  
Roles are used in ITIL to assign responsibilities in the various ITIL processes.


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====<span id="2011-09-26">Comparison between ITIL 2011 and ITIL 2007 - The Main Changes</span>====
====<span id="2012-01-19">IT Process Maps on Google Plus</span>====
[[Image:Itil-2011.jpg|thumb|70px|right|none|alt=ITIL 2011|[[ITIL 2011]]]]


<small>Mon, 26 September 2011</small>
[[Image:Google-plus-logo.png|thumb|70px|right|none|alt=Google Plus logo|]]
<small>Thu, 19 January 2012</small>


We've added a new page to the ITIL Wiki, explaining the main changes and differences between ITIL 2007 and [[ITIL 2011]].  
IT Process Maps is now on Google+, where we'll keep you updated about new posts and any other news relevant to ITIL, ISO 20000, ITIL process management and the latest news on our ITIL Wiki.


We'll insert more content as we adjust the ITIL Process Map to the latest ITIL 2011 edition.
Please add us to your circles: [https://plus.google.com/115458311115349334941 IT Process Maps on Google+].


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Revision as of 14:29, 24 June 2012

<seo metakeywords="itil wiki news, news itil wiki" metadescription="IT Process Wiki: the latest news - stay informed about important changes and updates to our ITIL Wiki." />

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

 

What are the contents of a Problem Record?

Problem Record ITIL
Problem Record

Sun, 24 June 2012

In ITIL, a "Problem" is defined as the cause of one or more Incidents. The Problem Record contains all details of a Problem, documenting the history of the Problem from detection to closure.

→ These are the typical contents of a Problem Record: ...

 

New: A Bridge between ITIL 2011 and the ISO 20000:2011 Standard

ITIL and ISO 20000
ITIL 2011 and ISO 20000

Wed, 13 June 2012

The ITIL® - ISO 20000 Bridge has been brought in line with the latest version of ISO 20000:2011. It is now available as an add-on to the ITIL® Process Map.

The new version of the ITIL® - ISO 20000 Bridge helps IT organizations and IT Service Providers to develop ITIL 20000 compliant processes and serves as a guideline during the preparation for the ISO-20000:2011 certification audit.

→ Details

 

How to prioritize Incidents

Incident prioritization
Incident Priority

Tue, 05 June 2012

What are important considerations when prioritizing Incidents? What Incidents should be treated as Major Incidents?

The Incident Prioritization Guideline describes rules which can be used for assigning priorities to Incidents, based on an assessment of the Incidents' urgency and impact. The guideline also contains criteria for classifying Incidents as Major Incidents.

 

How ITIL 2011 and ISO 20000:2011 are related

ISO 20000 ITIL 2011
ISO 20000

Tue, 22 May 2012

ISO 20000 states requirements for service management processes but does not provide guidance for implementing them. Since the basic principles behind the ITIL framework and the ISO 20000 standard are very much in line, many ISO 20000 requirements can be fulfilled by introducing one or several ITIL processes.

→ Details: ISO 20000:2011 Sections and related ITIL 2011 Processes

 

What are the contents of an Incident Record?

Incident Record ITIL
Incident Record

Thu, 10 May 2012

An "Incident" is defined as an unplanned interruption or reduction in quality of an IT service. The details of an Incident and its complete history from registration to resolution are recorded in an Incident Record.

These are the typical contents of an Incident Record: ...

 

Adjustments to the "CMS CMDB" Template

CMS ITIL CMDB
ITIL Template CMS CMDB

Wed, 02 Mai 2012

The ITIL checklist CMS CMDB has been updated and enhanced.

It explains the concept of the Configuration Model and highlights which information is typically held in the Configuration Management System (CMS) or in Configuration Management Databases (CMDBs) to describe Configuration Items (CIs).

 

Request for Change (RFC) Template

Request for Change ITIL
ITIL RFC

Mon, 23 April 2012

The Request for Change (RFC) is formal request for the implementation of a Change. An RFC, specifying the details of the proposed Change, must be submitted to Change Management for every non-standard Change.

→ These are the most important contents of an RFC.

 

Now available: ITIL Process Map 2011

ITIL Process Map 2011
ITIL Process Map 2011

Sat, 14 April 2012

Following the publication of the 2011 edition of ITIL in July 2011, the ITIL Process Map has been adapted to the latest guidance. → Details

 

 

Updated Template: Underpinning Contract

Underpinning Contract UC ITIL
ITIL UC Template

Wed, 11 April 2012

The Underpinning Contract (UC) is a contract between an IT service provider and a third party. The third party provides supporting services that enable the service provider to deliver a service to a customer. Our template summarizes the most important contents of an Underpinning Contract.

 

Official ITIL Logo for the ITIL Process Map 2011 Edition

ITIL Process Map 2011
IT Process Maps News

Sun, 25 March 2012

Good news! We have just learned that the 2011 edition of our ITIL® Process Map and the new version of the ITIL® - ISO 20000 Bridge (compatible with ISO 20000:2011) have successfully passed the review by APM Group Ltd. This means our products will continue to display the prestigious "ITIL® Licensed Product" logo! The ITIL® Process Map is thus the first independently assessed process model for ITIL 2011 on the market. → Details ...

Thank you very much for your positive feedback during the last months of development!

We now look forward to making the new version of our ITIL process model available by the end of next week.

 

Contents of the Capacity Plan

ITIL Capacity Plan
Capacity Plan Template

Wed, 21 March 2012

A 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.

→ All relevant details are contained in our Capacity Plan template.

 

Updated Template: Service Design Package

Service Design Package
ITIL SDP Template

Sun, 18 March 2012

The Service Design Package (SDP) builds upon the Service Level Requirements.

It defines how the requirements are actually fulfilled from a technical and organizational point of view and details all information required in order to develop the service solution.

 

How to write a Service Level Agreement?

ITIL Service Level Agreement
Service Level Agreement

Sun, 11 March 2012

A Service Level Agreement is an agreement between an IT service provider and a customer. It focuses on the definition of requirements from a customer viewpoint.

→ This guideline will help you to draw up Service Level Agreements.

 

ITIL Financial Analysis

Financial Analysis Template
Financial Analysis

Tue, 06 March 2012

The Financial Analysis is an important input to Service Portfolio Management. It contains information on the costs for providing services and provides insight into the profitability of services and customers.

→ The following points should be considered as part of the ITIL Financial Analysis.

 

Service Portfolio Template

ITIL Service Portfolio Template
Service Portfolio Template

Sat, 03 March 2012

Are you looking for a Service Portfolio template? Our checklist will help get you started.

The Service Portfolio represents a complete list of the services managed by the service provider. It contains present contractual commitments, new service development, and retired services.

→ These are the most important contents of a Service Portfolio.

 

The ITIL Glossary

Glossary ITIL
ITIL Glossary

Sun, 12 February 2012

The ITIL Glossary provides you with definitions for the most important and commonly used ITIL glossary terms and acronyms. Related contents of the ITIL Wiki, like ITIL process descriptions, role definitions and ITIL checklists can be reached via links.

The ITIL Glossary was created as part of the IT Process Wiki. It is online since 2007 and continuously updated. Currently it includes approximately 350 entries from the ITIL V3/ ITIL 2011 edition.

 

10 Steps to implementing ITIL

How to implement ITIL
How to implement ITIL

Wed, 25 January 2012

What needs to be considered when planning an ITIL project? How can I assign the available resources in an economical way? Is there a tried and tested approach to implementing ITIL?

The "Implementation Guide in 10 Steps" provides valuable information on how to set up and carry out ITIL implementation projects or ISO 20000 initiatives.

 

ITIL 2011 Roles and Responsibilities

Roles ITIL 2011
ITIL 2011 Roles

Sun, 22 January 2012

We've updated the definitions of the ITIL roles, which describe the roles' main characteristics according to ITIL V3 2011 Edition.

Roles are used in ITIL to assign responsibilities in the various ITIL processes.

 

IT Process Maps on Google Plus

Google Plus logo

Thu, 19 January 2012

IT Process Maps is now on Google+, where we'll keep you updated about new posts and any other news relevant to ITIL, ISO 20000, ITIL process management and the latest news on our ITIL Wiki.

Please add us to your circles: IT Process Maps on Google+.

 

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