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Information with respect to ITIL® - Edition 2011*

Within the Best-Practice-Framework 5 core publications of the Service-Lifecyle-Phases have been updated with respect to the older Version V2.

ITIL® Service Strategy

The updated version contains more practical instructions and examples wherever necessary. The process Strategy Management for IT Services has been included. This process is responsible for IT strategies in clear alignment with respect to business strategies thereof. The most important strategic interface to the customer which has so far only being covered by the role of the Business Relationship Manager, now is being displayed in an individual process of its own, namely the Business Relationship Manager. Both Financial Management as well as Demand Management have been extended and a lot of clarifications could have been added.

ITIL® Service Design

With respect to the update of the service design book particular focus has been directed to connecting the phase Service Strategy on this behalf. By means of a multitude of concepts and principles this has been highlighted specifically. This has taken place particularly with respect to processes and management of the activities within the framework of the service design phase by adding the process Design Coordination. With this new process now a comprehensive control and coordination of all activities during the service design phase is being described and tackled.

ITIL® Service Transition

The structure, the content and the relationships of the Configuration Management System as well as of the Service Knowledge Management System have been described comprehensively in order to understand and correctly apply the key concepts thereof. A new aspect is the insight as to how to apply a so-called Change Proposal. The Evaluation Process has been re-named into Change Evaluation. Now it is a lot clearer when and how this process has to be applied. The content of the Process Service Asset as well as of the Configuration Management has been completed with respect to Asset Management. There are improvements where processes are concerned and with respect to integration of a multitude of processes, namely Change Management, Release and Deployment Management as well as Change Evaluation.

ITIL® Service Operation

All process courses have been updated or completed for all processes thereof. Particularly with respect to the processes Request Fulfillment, Access Management and Event Management. Key principles have been described more clearly. This applies to guidelines with respect to topics like service requests and request models as well as concerning the pro-active problem management. Furthermore updates have been implemented into the publications in order to explain better how Basic Events integrate ideally into filter and rule engines in order to generate comprehensive event information thereof. The relationship between Application-Management activities vs. Application-Development activities has been remodeled. Important techniques with respect to problem analysis, procedures for incident matching and additional instruction manuals with respect to escalation of incidents have been implemented into the area Problem Management. In addition to that, the description of physical facilities (Facility Management) has been expanded.

Continual Service Improvement

The improvement process in seven steps and its relation to the Deming Cycle as well as to Knowledge Management have been clarified. The CSI Model has been renamed into CSI Approach and the concept of the CSI register has been introduced as the location where all details concerning all improvement initiatives within an organization are being registered thereof. Due to minor changes in the entire book the significance of CSI is clarified within the entire Service Lifecycle and displayed in a much easier way. Particular emphasis has been put to documentation on the interfaces of CSI towards the other Lifecycle Phases.


* all rights reserved by AXELOS Limited
ITIL® is a Registered Trade Mark AXELOS Limited

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