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June 11, 2007

ITIL’s dressed for the corner office

Tie Boris

My colleague (and a fellow blogger) Troy DuMoulin of Pink Elephant steered me toward an article yesterday that really distilled the mojo of the new ITIL release and the buzz it’s been creating in Global 1000 corporations around the world. According to Linda Tucci of SearchCIO.com, with the release of version 3, “ITIL Dons a Suit and Tie.” – and of course, I just had to doodle up a picture for it! – enjoy:

This metaphor is as prescient as it is vivid: whereas previous releases of ITIL have been process focused, and in most cases taken on at one or two levels below IT executive management, ITIL v3, with its emphasis on being customer-centric and business-aligned, should at the top of a CIO’s agenda… indeed, according to ITIL v3 authors, the Service Strategy book is one that “every CIO should read.”

I would go one step further (brace yourselves everyone): ITIL v3 should be seriously considered by any CIO who would still like to be employed in 2010, when, according to Gartner, 60% of companies with over 1000 employees will have adopted ITIL. The capabilities discussed in the Service Strategy and Service Design books alone are enough to set an IT organization on the path of decreasing overall IT spend and increasing customer satisfaction significantly, and if you don’t have that knowledge, and the ability to implement those lessons learned – someone else will.

Posted on June 11, 2007 | Permalink | Comments (0) | TrackBack

June 4, 2007

ITIL v3 – Building a successful IT service delivery organization brick by brick, with the Service Portfolio as the cornerstone!

Boris By Boris Pevzner

In my earlier blog, and in those of my colleague, Molly Hollday, we have speculated about the evolution of ITIL into a service-focused, and ultimately customer-focused, service management framework. To us, this maturation of e ITIL framework was natural and inevitable for one simple reason: in order for any service business to be successful, it needs to be strategic about the services that it offers, and it needs to align them with the needs of the customers.

Good news, folks – with ITIL v3, we are getting what we asked for.

One of the main focal points of ITIL v3 is the Service Lifecycle – how services are conceptualized, defined, modeled, offered, accounted for, delivered, supported, and improved – and the Service Portfolio is the central management tool and “system of record” for the Service Lifecycle. As Troy DuMoulin of Pink Elephant mentions in his blog, this brings ITIL to the perspective of the CIO and executive management team and “is focused on the realization that IT Management is accountable for knowing how any given component or device supports a service which impacts or enables a business process and outcome.”

For this very reason, ITIL v3 positions the Service Portfolio as the cornerstone of IT Service Management and recommends it as the starting point for every ITIL implementation. ITIL v3 books on Service Strategy, Service Design and Continual Service Improvement lay out the best practices for building an effective Service Portfolio and its published orderable subset, the Service Catalog.

(For anyone interested, Troy and I will be covering these topics in a webcast called “ITIL v3: Strategies to Success” on June 5th. To register, click here. If the date has already passed, you can email us for materials from the event.)


In addition to focusing on the Service Lifecycle, v3’s Service Strategy book places quite a bit of emphasis on the often challenging issue of Service Economics, which includes Service Based Costing and Demand Management as core processes to ITSM. For my team at Lontra, this is the methodology we have been implementing at some of the largest corporations in the world for years, and we have the tools to make the process relatively quick and template-driven – but for those going about it on their own, it can be a daunting task, and ITIL v3 begins to scratch the surface of the critical issues at the heart of IT Financial Management.

In a nutshell, ITIL v3 provides the framework you need to align your IT Services with the demands of your business, and do that while decreasing costs and increasing service levels. If that sounds challenging to you, it’s because it is! – so you may want to consult the experts to get you started. You can read a little further here – or just send us an email and we’ll be happy to help with further education and advice.

Posted on June 4, 2007 | Permalink | Comments (0) | TrackBack