ITIL_v2_and_v3
of 13
Transcript of ITIL_v2_and_v3
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2006 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
Bridging the Gapbetween ITIL V2
and ITIL V3Roc Paez
HP Education
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V2 Processes
Incident Management
Problem Management
Configuration Management
Change Management
Release ManagementService Level Management
Capacity Management
Availability Management
Financial Management
IT Service Continuity Management
Agree
&
Define
Plan
&
Improve
Release&
Control
Support
&
Restore
Financial Management
Service Level Management
Capacity Management
Availability Management
IT Service Continuity Management
Service Desk
Configuration Management
Change Management
Release Management
Incident Management
Problem Management
Service Desk
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Continual Service
Improvement
Agree
&
Define
Plan
&
Improve
Release&
Control
Support
&
Restore
Service
Strategy
Financial Management
Demand Management
Service Portfolio Management
Service
Design
Financial Management
Service Catalog Management
Service Level Management
Service Level Management
Availability Management
Capacity Management
Supplier Management
Information Security Management
IT Service Continuity Management
Availability Management
Capacity Management
IT Service Continuity Management
Service
Transition
Transition Planning & Support
Change Management
Configuration Management
Change Management
Release Management
Configuration Management
Release Management
Service Validation & Testing
Evaluation
Knowledge Management
Service
Operation
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management
Service Desk
Technical Management
IT Operations Management
Applications Management
Incident Management
Problem Management
Service Desk
Service Measurement
Service Reporting
Service Improvement
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Aimed at the CIO
Consideration of sourcing
strategies
Financial managementsignificantly enhanced
Portfolio Management
Many new methods, andactivities
Business Unit
ServiceLevels
Service UnitPerformance
potentialService
potential
RisksCost to serve
-
+ +
+
Demand+
Unusedcapacity
-
Capabilities
Resources
Capabilities
Resources
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Continual Service
Improvement
Service
Design
Service
Transition
Service
Operation
Service
Strategy
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Aimed at developmentAND operations
Much new material notcovered in V2
Includes many of the V2Service DeliveryProcesses
Service Catalog Management
Service LevelManagement
SupplierManagement
ServicePortfolio
AvailabilityManagement
IT ServiceContinuity
Management
CapacityManagement
InformationSecurity
Management
Service Catalog
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Continual Service
Improvement
Service
Transition
Service
Operation
Service
Strategy
Service
Design
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Updated change, release
and configurationmanagement
Knowledge Management
Testing and Evaluation
Data andInformation
InformationIntegrationLayer
Knowledge Processing Layer
Presentation Layer
CMDB2
CMDB1 DML1
KEDB
Service Knowledge Management System
Integrated CMDB
DML2
Service Knowledge base
CMIS AMIS
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Continual Service
Improvement
Service
Design
ServiceOperation
Service
Strategy
Service
Transition
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Includes much ofInfrastructure Management
book
Incident and ProblemManagement
New processes and
functions
Incident
Management
EventManagement
Problem
Management
Request
Fulfillment
Access
Management
Service
Desk
Self Help
Request or
Incident?
Common Service Operation Activities
Technical
Management
Application
Management
IT Operations
Management
Customer
Customer
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Continual Service
Improvement
Service
Design
Service
Transition
Service
Strategy
ServiceOperation
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Measurement andimprovement
Lots of new content
Some things from
v2 Service LevelManagementand v2 Planning toImplement
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Continual Service
Improvement
Service
Design
Service
Transition
ServiceOperation
Service
Strategy
