Key facts on the update for Practitioners
introducing
® ITIL
2011 Edition
What we will cover • • • • • • • • •
What has changed with ITIL® 2011 Edition (publications, glossary, syllabi, sample and actual exams, courses, qualifications, other)? Where can I get the ITIL® 2011 Edition publications, new syllabi, sample exams, and change tracking document? When are the ITIL® 2011 Edition courses available from Pultorak? Where can I preview the course content? Are the ITIL® 2011 Edition exams available? Are the ITIL® Version 3 examinations still available, and if so, for how long? Can I still get ITIL® Version 3 courses from Pultorak? Is there a downside to taking ITIL® Version 3 versus ITIL® 2011 Edition courses and exams? If I have earned V3 certifications are they still valid, or must they take an ITIL 2011 Edition exam to remain current? What is the upside / downside of using ITIL® V3 versus 2011 Edition courseware? What are the practical implications of this change for practitioners? If I have started my ITIL Expert certification with ITIL V3, can they finish it with ITIL® 2011 Edition courses and examinations?
ITIL® 2011 Edition − the intent: an update, not new version; no significant core processes, principles change, as focus is on clarity The Intent • Update the publications to be easier to understand and relate more clearly to one another • Fix errors and inconsistencies in text and diagram content , presentation • Fix Change Control Log issues http://www.best-managementpractice.com/ChangeLog/ for clarity, consistency, correctness, completeness • Address trainers’ suggestions to make ITIL easier to teach • Revise Service Strategy to ensure concepts are explained in a clear, concise and accessible way, improving their exposition, not simplifying them • Respond to users’ feedback and requirements
ITIL® 2011 Edition published 29 July 2011
The ITIL® 2011 Edition publications are: • ITIL Service Lifecycle Suite, 2011 Edition • ITIL Service Strategy, 2011 Edition • ITIL Service Design , 2011 Edition • ITIL Service Transition , 2011 Edition • ITIL Service Operation , 2011 Edition • ITIL Continual Service Improvement , 2011 Edition
Source, Handout: ITIL_Update_FAQs_Summer_2011_June11.pdf
ITIL® 2011 Edition − What Has Changed Publications – Global updates to all core publications
Standardized structure
• For consistency to aid navigation
Reorganized content
• To improve flow and readability and ensure alignment across the suite • Includes clarification of interfaces, inputs and outputs across the service lifecycle
Clarified and aligned terminology
• Across the publications and the ITIL glossary
Source, Handout: ITIL_2011_Summary_of_Updates.pdf
OGC Mandate for Change, Project requirements for an update to the ITIL ® core publications – the intent was largely followed In Scope • Remedy inconsistencies in content of the books: – Roles need to be consistent across the books, so that activities apply to only one role – Clarify that organizational structures given as examples are indicative not prescriptive • Restructure the guidance to ensure that all five publications are organized in the same way: – Each process has goals, purpose, objectives – Look at how the processes are dealt with, and ensure a common treatment for all • Ensure the books are aligned, where relevant, with guidance in MSP™, M_o_R ® , PRINCE2 ® and P3O ® • Give clear explanations and descriptions of roles and responsibilities • Standardize glossary definition use in the five titles. Ensure explanations in the text match the glossary • Update to the glossary to take account of the comments made in the Change Control Log • Examine the definition and usage of the roles of Product Manager and Service Owner • Ensure that service catalogue manager appears within Service Operation • Redesign the content according to OGC’s updated style guidelines.
Out of scope • Any changes which would invalidate the current use of ITIL, whether by organizations which have adopted its use or by individuals who have taken an ITIL qualification and are currently using the method in their workplace. • New concepts are not to be added.
ITIL 2011 Edition New Concepts Strategy Management for IT Services (New Process) Business Relationship Management (New Process) Design Coordination (New Process) Evaluation renamed Change Evaluation (Renamed Process) Continual Service Improvement Register (new Concept)
ITIL® 2011 Edition − What Has Changed 26 processes, 4 functions Strategy Management for IT Services, Business relationship management, Design coordination new; Evaluation renamed to Change evaluation, all sub-processes subsumed under one seven-step improvement process in CSI Service Strategy Processes (5) 1. Strategy management for IT services (New) 2. Service portfolio management 3. Financial management for IT services 4. Demand management 5. Business relationship management (New) Service Design Processes (8) 1. Design coordination (New) 2. Service catalogue management 3. Service level management 4. Availability management 5. Capacity management 6. IT service continuity management (ITSCM) 7. Information security management 8. Supplier Management
Service Transition Processes (7) Service Operation Functions (4) 1. Transition planning and support 1. Service Desk 2. Change management 2. Technical Management 3. Service asset and configuration 3. IT Operations Management management 4. Application Management 4. Release and deployment management 5. Service validation and testing 6. Change evaluation (Renamed) 7. Knowledge management Service Operation Processes (5) 1. Event management 2. Incident management 3. Request fulfillment 4. Problem management 5. Access management Continual Service Improvement Processes (1) 1.Seven-step improvement process
ITIL® 2011 Edition − What Has Changed 26 processes, 4 functions
ITIL® 2011 Edition − What Has Changed Publications Service Strategy
Service Design Service Transition
Service Operation
Continual Service Improvement
Strategy Management for IT Services (New Process) Business Relationship Management (New Process) Clarified / expanded: Financial Management, Governance, Cloud Computing, Service Management implementation, organization Design Coordination (New Process) Clarified / expanded: Five aspects of Service Design, service transition from pipeline to catalogue to retired, service catalogue Evaluation renamed Change Evaluation (Renamed Process) Clarified / expanded: Change Management, Model, and Proposal, Configuration Record, CI, CMS, SKMS, Release and Deployment Management, Service Asset and Configuration Management Clarified / Expanded: Basic events flow into filters and rule engines, Event filtering / correlation, Service Request, Request Model, Normal service operation, Incident matching, Request Fulfillment, Problem techniques, mainframe and server management, proactive Problem Management, Application Management vs. Development, Facilities Management Continual Service Improvement Register (new Concept) Clarified / expanded: Service measurement and reporting, 7-step improvement process, the CSI approach Source, Handout: ITIL_2011_Summary_of_Updates.pdf
ITIL® 2011 Edition − What Has Changed Publications – Global updates to all core publication (1 of 2) Area of update Description Chapter 1 The same across all five core publications; contains generic content, an (Introduction) overview of the publication, its context in relation to the rest of the service lifecycle and best-practice guidance, and a discussion about ITIL itself. Chapter 2 The same in each of the five publications, Service management as a practice. Chapter 6 Identifies the organizational roles and responsibilities to be considered to manage each of the lifecycle stages (a stage per book) and related practices. Includes generic roles, responsibilities and competencies applicable across the service lifecycle, and specific aspects for processes covered in each publication. Chapter 3, Lifecycle interfaces, inputs and outputs across the service lifecycle. A new table Appendix in Chapter 3 of each publication lists inputs and outputs of the lifecycle to which the publication refers. New appendix added to each publication– examples of inputs and outputs across the service lifecycle – with a table identifying major inputs and outputs between each stage to help clarify how the different lifecycle stages interact. Related guidance appendix
A new appendix added to each publication – related guidance –, which includes frameworks, best practices, standards, models and quality systems that complement and have synergy with the ITIL service lifecycle. Source, Handout: ITIL_2011_Summary_of_Updates.pdf
ITIL® 2011 Edition − What Has Changed Publications – Global updates to all core publication (2 of 2) Area of update Description Organization Clarification that organization structures given as examples are indicative (that structures is, suggestions rather than prescriptive (that is, “how to”). Structure of processes
Product manager Capitalization Roles
All processes have been given a common treatment, ensuring that each one has purpose and objectives; scope; value to business; policies, principles and basic concepts; process activities, methods and techniques; triggers, inputs, outputs and interfaces; information management; critical success factors and key performance indicators; and challenges and risks. All references to product manager have been replaced with service owner. Excessive and inconsistent capitalization has been removed to aid readability. Roles have been made consistent across the publications, ensuring that activities apply only to one role.
Source, Handout: ITIL_2011_Summary_of_Updates.pdf
ITIL® 2011 Edition − What Has Changed Publications – Service Strategy updates
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Concepts have been clarified without changing the overall message Includes more practical guidance and more examples where relevant Defines a new process: Strategy Management for IT Services, responsible for developing and maintaining business and IT strategies Business Relationship Management and Demand management are now covered as processes There are now separate descriptions of business strategy and IT strategy Financial management is expanded Source, Handout: ITIL_Update_FAQs_Summer_2011_June11.pdf
ITIL® 2011 Edition − What Has Changed Publications – Service Strategy updates Area of update Service strategy processes Business strategy and IT strategy Strategy assessment, generation and execution Value creation
Description Processes now clearly defined using a standard template: strategy management for IT services; service portfolio management; financial management for IT services; demand management; business relationship management. Business strategy and IT strategy are two different things; the publication now describes these separately and explains the relationship between the two: business strategy defines IT strategy, and IT strategy supports business strategy. Detailed guidance has been added on how an organization should assess, generate and execute its IT strategy, with practical examples of how to do it.
How services add and realize value has been clarified. New content on how value is created, and how to differentiate between value added and value realized. A new table provides examples of utility and warranty. Customers Clarifies how customers differ from users and consumers; how internal and external customers are different; how business units and other IT departments as customers differ; and how IT performs its role as an external service provider. Customer and Clearer definitions, the importance of these concepts, how they are used, service assets aligning service assets with customer outcomes. New diagrams relate business outcomes, customer assets, service assets, constraints and service management. Source, Handout: ITIL_2011_Summary_of_Updates.pdf
ITIL® 2011 Edition − What Has Changed Publications – Service Strategy Area of update Strategy Mgmt for IT services Business Relationship Management Financial Management for IT services Governance
Description New process Strategy Management for IT Services is responsible for developing and maintaining business and IT strategies. New process and role Business Relationship Management. Differentiation between Business Relationship Management for a Type I, II and III service provider is better explained and clarified. Expanded process Financial Management for IT services now include some of key elements from earlier ITIL publications which had been excluded in the 2007 edition of Service Strategy, such as accounting, budgeting and charging. Added detail on governance: a fuller definition of governance, the difference between governance and management, a governance framework, and how service management relates to governance. Cloud Added coverage added on how IT service management is impacted by cloud computing computing; a new appendix added covering service strategy and the cloud: characteristics, types, types of service, cloud architecture components. Types of service Added coverage of the types of service management implementation: even management keel, trouble, growth and radical change. implementation Organization Added discussion on functions and a logical organization structure for service management has been included, with supporting diagrams. Source, Handout: ITIL_2011_Summary_of_Updates.pdf
ITIL® 2011 Edition −What Has Changed Publications – Service Design
• Update has particular focus on alignment with Service Strategy • A number of concepts and principles have been clarified: – (most significant) The flow and management of activity throughout the overall Service Design stage through the addition of the Design Coordination process – The five aspects of Service Design – The design of the Service Portfolio – Terminology related to views of the Service Catalogue
Source, Handout: ITIL_Update_FAQs_Summer_2011_June11.pdf
ITIL® 2011 Edition − What Has Changed Publications – Service Design Area of update
Description
Design Coordination Process
New Process: Design Coordination added to clarify the flow of activity in the service design lifecycle stage.
Five aspects of service design
Added consistency and clarity of references to the five aspects of service design.
Transition of a service from pipeline to catalogue to retired
Clarified descriptions of Transition of a service from pipeline to catalogue to retired, including definite transition points and the places for policy setting. A new status has been added to make policy setting easier.
Service catalogue terminology
Revised the service catalogue language as to the customer’s view of the service catalogue, versus the technical or IT view.
Source, Handout: ITIL_2011_Summary_of_Updates.pdf
ITIL® 2011 Edition −What Has Changed Publications – Service Transition •
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Renamed Evaluation process to Change Evaluation and modified its purpose and scope to clarify when and how to use it Clarified structure, content, relationships of the Configuration Management System (CMS), Service Knowledge Management System (SKMS) Added content on using change proposals Added content to Service Asset and Configuration Management on asset management Improved process flow and integration, including Change Management, Release and Deployment Management, and Change Evaluation
Source, Handout: ITIL_Update_FAQs_Summer_2011_June11.pdf
ITIL® 2011 Edition − What Has Changed Publications – Service Transition Area of update Evaluation Change Management Change Model
Change Proposal Configuration Record, CI, CMS, SKMS Release and Deployment Management Service Asset and Configuration Management
Description New Process name Change Evaluation (changed from Evaluation); Clarified the purpose and scope to show it is used for evaluating changes only. Top-level flowchart and section headings have been modified so that they are consistent with each other. ‘change model’ is now used consistently (previously the description used the term ‘change process model’ and many places in Service Transition and the other publications used ‘change model’). Clarified how and when a change proposal should be used. Clarified description of configuration record, CI, CMS and SKMS.
Reordered some sections and added a high-level process diagram showing how it all fits together.
Added better explanation of service asset management aspects.
Source, Handout: ITIL_2011_Summary_of_Updates.pdf
ITIL® 2011 Edition −What Has Changed Publications – Service Operation •
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Added and updated process flows including Request Fulfillment, Access Management and Event Management Clarified key principles including Service Requests and Request Models, and Proactive Problem Management Clarified how basic events flow into filters and rule engines to produce meaningful event information Contrasted the relationship between application management activities and application development activities Expanded Problem analysis techniques, Incident matching procedure flow, escalating Incidents to Problem Management, physical facilities management Source, Handout: ITIL_Update_FAQs_Summer_2011_June11.pdf
ITIL® 2011 Edition − What Has Changed Publications – Service Operation (1 of 2) Area of update
Description
Service Request Clarified the concept of a service request, with examples and diagrams to illustrate how service requests link with the services they support, and the relationship of service requests to request models and standard changes Request Model Clarified how service requests must be linked to a request model documenting steps and tasks, and roles and responsibilities needed to fulfill requests Event filtering Clarified how basic events flow into filters and rule engines to produce and correlation meaningful information Normal service Clarified the definition and added to the glossary operation Incident Added a procedure and examples of how incidents should initially be matched matching against known error records before escalation and a detailed procedure for matching incidents and escalating to problem management Request Added a process flow showing a suggested set of activities and steps for the fulfillment request fulfillment process that includes decision points for escalating requests process flow to service transition as change proposals or incident management as incidents Problem Expanded to include more techniques for finding root causes and indicate the analysis kinds of situations and incidents where the technique described may be useful techniques Source, Handout: ITIL_2011_Summary_of_Updates.pdf
ITIL® 2011 Edition − What Has Changed Publications – Service Operation (2 of 2) Area of update
Description
Problem investigation and analysis Mainframe and server management Proactive problem management Application management vs. application development Facilities management
Added a concept to recreate problems when they are being investigated
Added the concept that activities and procedures for managing mainframes and servers are essentially the same with respect to outcomes and kinds of management tasks, though how the activities might be carried out may differ Added the concept and description of activities for proactive problem management to the problem management process Clarified the differences between application management and development, and added a diagram to show key activities that take place in each stage of the application management lifecycle to differentiate application management from application development Greatly enhanced the Appendix with additional information for managing physical facilities
Source, Handout: ITIL_2011_Summary_of_Updates.pdf
ITIL® 2011 Edition −What Has Changed Publications – Continual Service Improvement • CSI Model renamed the CSI Approach • Clarified the seven-step improvement process and its relationship with the Deming ‘PlanDo-Check-Act’ cycle and knowledge management • Added the concept of a CSI register as a place to record improvement initiative details in an organization • Made minor changes to improve clarity, with particular emphasis on documenting the interfaces from CSI to other lifecycle stages
Source, Handout: ITIL_Update_FAQs_Summer_2011_June11.pdf
ITIL® 2011 Edition − What Has Changed Publications – Continual Service Improvement Area of update
Description
The CSI register The CSI register is where all improvement opportunities are recorded. Each opportunity should be categorized as a small, medium or large undertaking. An indication of the amount of time it would take to complete the initiative should also be provided, along with the associated benefits. Together, this information will help produce a clear prioritized list of improvement initiatives. A full description of the CSI register is given in Chapter 3, and an example is provided in Appendix C. Service The treatment of service measurement and service reporting has been measurement clarified. Because all processes have an element of measurement and and service reporting embedded within them, service measurement and service reporting reporting are not considered to be processes. Therefore, these topics are covered in Chapters 3 and 5, rather than Chapter 4. Seven-step It is now clear that the seven-step process only contains seven steps. Some improvement step names and activities have been amended, but the overall purpose of the process process remains unchanged. The interface with the Deming Cycle and with knowledge management has been clarified. The CSI approach
The CSI model has been re-named the CSI approach, because it is an approach to continual improvement and not a model. Source, Handout: ITIL_2011_Summary_of_Updates.pdf
ITIL® 2011 Edition − What Has Changed ITIL® Glossary 2011 Edition- 59 entries added, 26 deleted
• The ITIL glossary has been aligned with the core publications, and reflects the updates made in those publications. • Other terms have been updated – some more significantly than others – to reflect the content of the core publications. • The updated ITIL glossary can be found in English and other languages here: http://www.itilofficialsite.com/InternationalActi vities/ITILGlossaries_2.aspx
Source, Handout: ITIL_2011_Summary_of_Updates.pdf Source, Handout: ITIL_2011_English_glossary_v1.0.pdf
ITIL® 2011 Edition − What Has Changed ITIL® Glossary 2011 Edition- 59 entries added 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22.
accounting period asset specificity Best Management Practice (BMP) Billing Capital Budgeting Capital Cost Change Evaluation Change Proposal Chargeable Item Charging Policy Charging Process Charter Cost Model CSI register Customer Asset Customer Agreement Portfolio Customer-Facing Service Design Coordination Enabling Service Enhancing Service Enterprise Financial Management Excitement Attribute
23. Excitement Factor 24. Financial Management for IT Services 25. Financial Year 26. Fit for Use 27. Fixed Asset 28. Fixed Asset Management 29. Information System 30. ISO / IEC 27002 31. IT Accounting 32. Manageability 33. Management Information System (MIS) 34. Normal Change 35. Normal Service Operation 36. Project Charter 37. Project Management Institute (PMI) 38. Project Management Office (PMO) 39. Project Portfolio 40. Real Charging 41. Release Package
42. 43. 44. 45.
46. 47. 48. 49. 50. 51. 52. 53. 54. 55. 56. 57.
58. 59.
Request Model Return on Assets (ROA) Sarbanes-Oxley (SOX) Security Management Information System (SMIS) Service Catalogue Management Service Change Service Charter Service Lifecycle Service Model Service Option Seven-Step Improvement Process Shared Service Unit Software Asset Management (SAM) Strategic Asset Strategy Management for IT Services Supplier and Contract Management Information System (SCMIS) Transfer Cost Work Order
ITIL® 2011 Edition − What Has Changed ITIL® Glossary 2011 Edition- 26 entries deleted 1. Capability Maturity Model (CMM) 2. Capital Item 3. Change Case 4. Contract Portfolio 5. Core Service Package (CSP) 6. CRAMM 7. Do Nothing 8. Evaluation 9. External Sourcing 10. Failure Modes and Effects Analysis (FMEA)
11. Help Desk 21. Service Utility 12. Internal Sourcing 22. Service Warranty 13. ISO / IEC 17799 23. Supplier and Contract Database 14. IT Directorate (SCD) 15. Managed Services 24. Tag 16. Office of Public Sector Information 25. Technical Service (OPSI) 26. Variable Cost Dynamics 17. Performance Anatomy 18. Release Process 19. Rollout 20. Service Provisioning Optimization (SPO)
ITIL® 2011 Edition − What Has Changed ITIL® Acronyms 2011 Edition- 21 entries added 1. AST Agreed Service Time 2. BMP Best Management Practice 3. COBIT Control OBjectives for Information and related Technology 4. DML Definitive Media Library 5. ELS Early Life Support 6. ISG IT Steering Group 7. MIS Management Information System 8. PDCA Plan-Do-Check-Act 9. PMBOK Project Management Body of Knowledge 10. PMI Project Management Institute 11. PMO Project Management Office 12. PRINCE2 PRojects IN Controlled Environments
13. PSO Projected Service Outage 14. RACI Responsible, Accountable, Consulted and Informed 15. ROA Return on Assets 16. SAM Software Asset Management 17. SCMIS Supplier and Contract Management Information System 18. SDP Service Design Package 19. SMART Specific, Measurable, Achievable, Relevant and Time-bound 20. SMIS Security Management Information System 21. SOX Sarbanes-Oxley (US law)
ITIL® 2011 Edition − What Has Changed ITIL® Acronyms 2011 Edition- 10 entries deleted
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
BCM Business Capacity Management BSM Business Service Management CAB / EC Change Advisory Board / Emergency Committee CSIP Continual Service Improvement Program CSP Core Service Package FMEA Failure Modes and Effects Analysis OGC Office of Government Commerce PSA Projected Service Availability SCD Supplier and Contract Database SPO Service Provisioning Optimization
ITIL® 2011 Edition − What Has Changed ITIL® Syllabi
• All syllabi have been updated, in proportion to the amount of updates that were performed to the associated source publication(s) • Syllabus Changes between 4.x and 5.x documents detail the changes
ITIL® 2011 Edition − What has changed Examinations • • •
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Updated syllabi, examinations available 8 August 2011 No need to recertify if you hold existing ITIL® certifications As examinations are hybrid / transitional (that is, backwards compatible with ITIL V3 2007 Edition), existing 2007 Edition-based courses fully prepare you to pass these examinations The precise date has not been announced, but we expect full 2011 Edition examinations to be made available in 2012, at which time the 2011 hybrid / transition examinations will be slated for retirement; when that occurs only an ITIL 2011 Edition course will fully prepare you to pass the new exams, as they will include ITIL 2011 Edition new content that the hybrid / transitional exams do not Impact on Intermediate examinations – Basic principles and concepts of ITIL remain the same – Some supporting processes and practices have changed resulting in changes to Intermediate exams – Degree of change among qualification matches the degree of change in the guidance; Service Strategy has the largest number of updates to its structure and content, and therefore the largest degree of change Source, Handout: ITIL_2011_English_glossary_v1.0.pdf
ITIL® 2011 Edition − What Has Changed ITIL® Sample and Actual Examinations
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All sample and actual examinations, have been updated, in proportion to updates on source publication(s) and reflected in the associated syllabus (SS biggest impact); note that these are hybrid / transition sample exams 2011 Edition actual exams available now as of 8 August 2011; these exams are hybrid / transitional— covering core ITIL content that remains unchanged between 2007 and 2011 Editions—the exam content is applicable to both ITIL V3 2007 Edition and 2011 Edition courses
ITIL® 2011 Edition − What Has Changed Pultorak & Associated Courses •
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As the 2011 Edition hybrid / transitional exams are the only exams available as of August 8 2011, all Pultorak & Associates ITIL V3 2007 Edition courses have been refreshed with the new sample exams to give candidates the most representative samples of the actual exam ITIL Foundation 2011 Edition available August 29 All other course updates (except MALC as no 2011 syllabus is yet available) are to be completed by September 8, 2011; check shop.pultorak.com for availability and note that all courses are available for pre-order at this time MALC will be made available within 4 weeks of syllabus availability Instructor kits will need to be purchased for ITIL 2011 Edition courseware for each instructor as this is a major revision to the courseware
ITIL® Qualifications Scheme: ITIL Foundation Syllabus Changes between Version 4.x and Version 5.x • The intent and learning outcomes of each learning unit have not changed • The general structure of this qualification is basically unchanged, referring to the same learning units albeit with adjusted names in a few instances • The content and book references of each learning unit have been updated to reflect the updated books, there have been a small number of new processes added / reinstated, however the scope of the education cover has been reduced in others to compensate • Capitalization has been reduced to comply with TSO standards. • The Bloom’s levels remain the same. • Sample exam questions have no significant changes to concepts or topics, however due to the requirement to provide an examination that covers both syllabus documents, there are more questions at Bloom’s level 2 Source, Handout: ITIL FND Syllabus Changes between Version 4.x and 5.x.pdf
ITIL® 2011 Edition − What Has Changed Qualifications
• The basic qualification structure remains intact • The diagrams are updated to reflect the withdrawal of ITIL® V2 and bridging qualifications on 30 June 2011. The changes also include addition of the new Service Manager route to ITIL® Expert and removal of V2/V3 version references.
ITIL® 2011 Edition − Change Impacts Software Tools - Will I have to update my software tool? • The ITIL® 2011 Edition update should not affect tool vendors, any impact will be minor • The ITIL® Software Scheme is administered by the APM Group (the Accreditor), on behalf of the Cabinet Office. For full details visit http://www.itil-officialsite.com
Source, Handout: ITIL_2011_English_glossary_v1.0.pdf
ITIL® 2011 Edition − What Has Changed Practical implications for practitioners • Service Strategy has had the most significant update • While core concepts have largely not been added or changed, they have been made more consistent, complete, correct and concise • When referring to the concepts for learning or as a practitioner, the new materials should be used because they are more consistent, complete, correct and concise, and because they do include some new processes and concepts that may be useful to practitioners
• ITIL 2011 Edition New Concepts • Strategy Management for IT Services (New Process) • Business Relationship Management (New Process) • Design Coordination (New Process) • Evaluation renamed Change Evaluation (Renamed Process) • Continual Service Improvement Register (new Concept)
What we will cover • • • • • • • • •
What has changed with ITIL® 2011 Edition (publications, glossary, syllabi, sample and actual exams, courses, qualifications, other)? Where can I get the ITIL® 2011 Edition publications, new syllabi, sample exams, and change tracking document? When are the ITIL® 2011 Edition courses available from Pultorak? Where can I preview the course content? Are the ITIL® 2011 Edition exams available? Are the ITIL® Version 3 examinations still available, and if so, for how long? Can I still get ITIL® Version 3 courses from Pultorak? Is there a downside to taking ITIL® Version 3 versus ITIL® 2011 Edition courses and exams? If I have earned V3 certifications are they still valid, or must they take an ITIL 2011 Edition exam to remain current? What is the upside / downside of using ITIL® V3 versus 2011 Edition courseware? What are the practical implications of this change for practitioners? If I have started my ITIL Expert certification with ITIL V3, can they finish it with ITIL® 2011 Edition courses and examinations?
ITIL® 2011 Edition − What Has Changed: Get the publications, syllabi, sample exams, change tracking document • Publications and updated 2011 Edition posters – http://shop.pultorak.com
• Syllabi and sample exam papers – http://www.itil-officialsite.com/Qualifications/ITILQualificationScheme.aspx
• Change tracking document •
ITIL_UPdate_FAQs_Summer_2011_June11.pdf
• http://www.itilofficialsite.com/nmsruntime/saveasdialog.aspx?lID=1163&sID... – ITIL_2011_Summary_of_Updates.pdf – http://www.itilofficialsite.com/nmsruntime/saveasdialog.aspx?lID=1193&sID=56 – ITIL eNewsleeter – http://www.itilofficialsite.com/nmsruntime/saveasdialog.aspx?lID=1196&sID=57 –
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