Abstract and program

At this workshop about ITIL Version 3 (V3), it will be a unique opportunity to hear from the Chief Architect on how ITIL will impact the business world. The workshop will be led by Sharon Taylor, ITIL V3 Chief Architect and Chief Examiner for ITIL V3 exams. Sharon will start the workshop with an introduction to V3, looking at some of the reasons behind the new version and how this refresh project has involved the whole industry. The next presentations illuminate each ITIL V3-part separately and will focus on specific matters where appropriate. Can you afford to miss the opportunity to be part of ITIL V3 ?

The Official Introduction of the ITIL Service Lifecycle

This first presentation is about the official gateway to ITIL V3. It explains the basic concept of IT Service Management and the place of ITIL, introducing the new lifecycle model. It puts into context all the familiar ITIL Processes from the earlier books and serves to illuminate the background of the new ITIL structure.

Service Strategy

A view of ITIL that aligns business and IT so that each brings out the best in the other. It ensures that every stage of the service lifecycle stays focused on the business case and relates to all the companion process elements that follow. Concepts included are: * Service management strategy and value planning * Linking business plans and directions to IT service strategy * Planning and implementing service strategy

Service Design

In order to meet the current and future business requirements, this part provides guidance on the production and maintenance of IT policies architectures and documents for the design of appropriate and innovative IT service solutions and processes. Concepts included are: * Service design objectives and elements * Selecting the service design model * Cost models * Benefit/risk analysis * Implementing service design * Measurement and control

Service Transition

Service Transition focus on the broader, long-term change management role and release practices, so that risks, benefits, delivery mechanism and the ease of ongoing operations of service are considered. Concepts included are: * Managing organisational and cultural change * Knowledge management * Methods, practices and tools * Measurement and control * Companion best practices

Service Operation

By focusing on delivery and control process activities, a highly desirable, steady state of managing services can be achieved on a day-to-day basis. Concepts included are: * Application management * Change management * Operations management * Control processes and functions * Scaleable practices * Measurement and control

Continual Service Improvement

Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasised the importance of continual improvements. Concepts included are: * Business and technology drivers for improvement * Justification * Business, financial and organisational improvements * Methods, practices and tools * Measurement and control * Companion best practices

Examination program and general conclusions

The future of qualifications and certifications, and how ITIL V3 will help you and your staff drive professionalism in IT Service Management forward.