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ITIL 2011 Summary of Updates

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ITIL 2011 Summary of Updates

Contents

1 2 3 4 5 6 7 8 9

Introduction Global changes ITIL Service Strategy ITIL Service Design ITIL Service Transition ITIL Service Operation ITIL Continual Service Improvement ITIL glossary Continual improvement

3 3 4 5 5 6 7 8 8 8 8 8

Acknowledgements TrademarksFurther information

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ITIL 2011 Summary of Updates

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1

Introduction

Table 1 Summary of updates: global Area of update Chapter 1 Description 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 servicelifecycle and best-practice guidance, and, lastly, a discussion about ITIL itself. Chapter 2, which looks at service management as a practice, is the same in each of the five core publications. 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 aspects for the processes described in each publication. 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 containsa table which identifies some of the major inputs and outputs between each stage to help users understand how the different lifecycle stages interact. 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. Roles have been made consistent across thepublications, ensuring that activities apply only to one role.

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:

• 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, removeinconsistencies and improve clarity and structure. The updated guidance also reflects the authoring team’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 for assessment 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 thatcontributed to ITIL 2011 – including the authors, mentors and project board – please visit: www.itil-officialsite.com/Publications/ PublicationAcknowledgements.aspx Lifecycle interfaces, and inputs and outputs across the service lifecycle

Chapter 2

Chapter 6

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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 the service lifecycle. Terminology has been clarified and made consistent across the publications and the ITIL glossary. Table 1 documents global updates made to all of the lifecycle publications. Related guidance...