ITIL Wiki News
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Adjustments to the "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"
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
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"
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
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"
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"
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"
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"
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"
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"
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
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
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.
