Service Strategy

•  Book with most changes •  NEW:Strategy Management •  Updated: Financial Mgmt (V2 style) •  BRM now a process not only a role •  Key concepts clarified w/o changing the message •  Diagrams and figures have a description now

Service Design

•  NEW: Design coordination process •  Clarifies the flow and management of service design

•  Errors corrected •  Interfaces expanded •  Goal have not changed •  Updated: 5 aspects of service design and service portfolio

Service Transition

•  Same look and feel than all books •  Evaluation process has been renamed

‘change evaluation •  additional content relating to asset

management •  Structure, content and relationships of the

configuration management system (CMS) and service knowledge management system (SKMS) have been clarified

Service Operations

•  Same look and feel changes as all books •  More coherences •  Some expansion in interfaces •  Drivers, goals: no change

Continual Service Improvement

•  Book restructured •  Easier to follow

•  NEW: CSI Registry •  All improvement ideas end up here •  Simple yet powerful concept

•  7 steps are now 7 steps •  Diagram includes Deming

ITIL®:2011 – Figures simplified

Continual Service Improvement 7 steps are 7 not 8 + Deming

Iden%ficar  

1  -­‐  Defina  qué  debe  medir  

2  -­‐  Defina  qué  puede  medir  

3  -­‐  Registrar  datos  

4  –  Procesamiento  

del  Dato  

5  -­‐  Análisis  del  Dato  

6  -­‐  Presentar  y  uAlizar  la  

información  

7  -­‐  Implementar  acciones  correcAvas  

ITIL Update – EXAMS / Syllabus

•  There will be changes starting 2012 •  MALC

–  Syllabus not ready until end August –  Exam and courses will be restructured

•  No more V2 exams or bridges –  Still there is route to ITIL Expert for

Service Managers •  Foundation •  SS or CSI •  MALC

–  Packaged courses and trainings will proliferate

•  Low pass rate of Manager’s Bridge contributes