Itil V3
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Publicado: 14 de febrero de 2013
ITIL 2011
Summary of Updates
© Copyright 2011
© Crown Crown Copyright 2011
2
ITIL 2011 Summary of Updates
Contents
1
Introduction
3
2
Global changes
3
3
ITIL Service Strategy
4
4
ITIL Service Design
5
5
ITIL Service Transition
5
6
ITIL Service Operation
6
7
ITIL Continual Service Improvement
7
8
ITIL glossary
89
Continual improvement
8
Acknowledgements
8
Trademarks
8
Further information
8
© Crown Copyright 2011
ITIL 2011 Summary of Updates
1
Introduction
As outlined in the Mandate for Change (September 2009) and
the Scope and Development Plan (February 2010), the ITIL
guidance has been updated in response to:
Table 1 Summary of updates: global
Area ofupdate
Description
Chapter 1
Chapter 1 (Introduction) contains
generic content, which is the same
across all five core publications.
It provides an overview of the
publication, the context of the
publication in relation to the rest of
the service lifecycle and best-practice
guidance, and, lastly, a discussion
about ITIL itself.
Chapter 2
Chapter 2, which looks at servicemanagement as a practice, is the same
in each of the five core publications.
Chapter 6
Chapter 6 identifies the organizational
roles and responsibilities that should
be considered to manage each of the
lifecycle stages (a stage per book)
and the related practices. It includes
generic roles, responsibilities and
competencies that apply across the
service lifecycle, and specific aspectsfor the processes described in each
publication.
Lifecycle interfaces,
and inputs and
outputs across the
service lifecycle
A new table in Chapter 3 of each
publication lists the inputs and
outputs of the lifecycle to which the
publication refers. Likewise a new
appendix – Examples of inputs and
outputs across the service lifecycle –
has been added to each publication.
It contains atable which identifies
some of the major inputs and outputs
between each stage to help users
understand how the different lifecycle
stages interact.
Related guidance
appendix
This new appendix – in each of
the core publications – includes
frameworks, best practices, standards,
models and quality systems that
complement and have synergy with
the ITIL service lifecycle.
RolesRoles have been made consistent
across the publications, ensuring that
activities apply only to one role.
• Issues raised through the change control log
• Advice from the change advisory board
• Feedback from the training community.
The project mandate was to correct errors, remove
inconsistencies and improve clarity and structure. The updated
guidance also reflects the authoringteam’s responses to
reviewer feedback received during the first and second public
quality assurance reviews – with contributions from more than
100 reviewers.
Throughout the project, the authoring team have met regularly
to discuss any issues as they occur. Adhering to a strict
governance structure, any significant issues raised by the
authoring team were escalated to the project board forassessment in their weekly meetings.
This document outlines global changes made across the suite
and changes made specifically to the five core publications. It
will provide you with a high-level overview of the updates that
have occurred as part of the ITIL update project.
For a full list of all those that contributed to ITIL 2011 –
including the authors, mentors and project board – pleasevisit:
w ww.itil-officialsite.com/Publications/
PublicationAcknowledgements.aspx
2
Global changes
The updated ITIL publications share a similar standard structure,
to improve consistency and aid navigation. Some content has
been reorganized to improve flow and readability, and ensure
alignment across the suite – including clarification around
interfaces, and inputs and outputs across...
Summary of Updates
© Copyright 2011
© Crown Crown Copyright 2011
2
ITIL 2011 Summary of Updates
Contents
1
Introduction
3
2
Global changes
3
3
ITIL Service Strategy
4
4
ITIL Service Design
5
5
ITIL Service Transition
5
6
ITIL Service Operation
6
7
ITIL Continual Service Improvement
7
8
ITIL glossary
89
Continual improvement
8
Acknowledgements
8
Trademarks
8
Further information
8
© Crown Copyright 2011
ITIL 2011 Summary of Updates
1
Introduction
As outlined in the Mandate for Change (September 2009) and
the Scope and Development Plan (February 2010), the ITIL
guidance has been updated in response to:
Table 1 Summary of updates: global
Area ofupdate
Description
Chapter 1
Chapter 1 (Introduction) contains
generic content, which is the same
across all five core publications.
It provides an overview of the
publication, the context of the
publication in relation to the rest of
the service lifecycle and best-practice
guidance, and, lastly, a discussion
about ITIL itself.
Chapter 2
Chapter 2, which looks at servicemanagement as a practice, is the same
in each of the five core publications.
Chapter 6
Chapter 6 identifies the organizational
roles and responsibilities that should
be considered to manage each of the
lifecycle stages (a stage per book)
and the related practices. It includes
generic roles, responsibilities and
competencies that apply across the
service lifecycle, and specific aspectsfor the processes described in each
publication.
Lifecycle interfaces,
and inputs and
outputs across the
service lifecycle
A new table in Chapter 3 of each
publication lists the inputs and
outputs of the lifecycle to which the
publication refers. Likewise a new
appendix – Examples of inputs and
outputs across the service lifecycle –
has been added to each publication.
It contains atable which identifies
some of the major inputs and outputs
between each stage to help users
understand how the different lifecycle
stages interact.
Related guidance
appendix
This new appendix – in each of
the core publications – includes
frameworks, best practices, standards,
models and quality systems that
complement and have synergy with
the ITIL service lifecycle.
RolesRoles have been made consistent
across the publications, ensuring that
activities apply only to one role.
• Issues raised through the change control log
• Advice from the change advisory board
• Feedback from the training community.
The project mandate was to correct errors, remove
inconsistencies and improve clarity and structure. The updated
guidance also reflects the authoringteam’s responses to
reviewer feedback received during the first and second public
quality assurance reviews – with contributions from more than
100 reviewers.
Throughout the project, the authoring team have met regularly
to discuss any issues as they occur. Adhering to a strict
governance structure, any significant issues raised by the
authoring team were escalated to the project board forassessment in their weekly meetings.
This document outlines global changes made across the suite
and changes made specifically to the five core publications. It
will provide you with a high-level overview of the updates that
have occurred as part of the ITIL update project.
For a full list of all those that contributed to ITIL 2011 –
including the authors, mentors and project board – pleasevisit:
w ww.itil-officialsite.com/Publications/
PublicationAcknowledgements.aspx
2
Global changes
The updated ITIL publications share a similar standard structure,
to improve consistency and aid navigation. Some content has
been reorganized to improve flow and readability, and ensure
alignment across the suite – including clarification around
interfaces, and inputs and outputs across...
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