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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.)

Itilv3_blog_pic

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

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