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SDITS12 Session: “ITIL 2011: Any the wiser?”

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2011 - Does anyone care?

Having gained my ITIL® V3 Foundation Certification before the new ITIL 2011 updates, I was really keen to hear this key-note seminar, at the recent Service Desk & IT Support Show 2012.

There was small gathering for the post-lunch session, and the assembled panel certainly did not lack experience.

Roy Illsley, Ovum, led the panel discussions, and was joined on stage by Ben Clacy, Chief Executive of itSMF UK, Don Page, CEO of the Marval Group, and Sven Strassburg, IBM.

Most people in the room seemed to be using at least some level of ITIL in their organisation, but as to the specific nuances between ITIL V3 and 2011, well that was anyone’s guess.

Something that I had not been aware of, raised by Don Page, was that the advent of ITIL 2011 was also supposed to bring a lot of complementary material, but none has materialised.

A quick check on the official site still has ITIL v3 complementary material, and indeed I managed to snaffle a selection of “Little ITIL” books that were being handed out free, because people are clearing stock for the new versions.

The view from itSMF was: “Just do the bits you want to.”

And there we started to diverge.

The Business Benefits

A question from the floor was around the thorny topic of how to sell the benefits of ITIL to the business.

It is a valid response to say that the business SHOULD be taking an interest on what it is paying out for.

But I am not entirely sure that answered the question, and the conversation then seemed to sit in the IT/Business separation arena.

OK – so we got the business bought in – does my new tool make me coffee?

 “A fool with a tool is still a fool.”

At this point I rather hoped we might start to venture into something I believe in quite strongly in that the ITSM processes in particular should always be the fuel that drives the Service Management tool engine.

But alas the topic stayed on fairly esoteric grounds.

A very valid point, again from Don Page, came in response to query about whether it was time “IT” was dropped from ITIL.

He believed, however, to do that would maybe dilute the content so much as to make it unworkable.

Sven Strassburg gave examples where ITIL was maybe being used to drive processes in nuclear power plants, or aircraft.

  • There was a quick wrap up where we just came back to the same points – adaptable to environments, check.
  • Something to help put structure around processes? Check.

So … what IS ITIL 2011?

It is apparently much improved, but I will make that investment in the books and will see for myself.

What I want to know more about, though, is exactly what complementary material should have materialised with the new version.

As part of my role at The ITSM Review, I want to run an article looking at what ITIL information is out there (and more importantly of actual use to people) ahead of doing courses/gaining certification.

What is it that we are missing?

Does anyone care?

The people currently on a whole heap of ITIL related groups on Linked In care a lot about this!

Which version do I need?

Can I get by with the old V3 for the new exams?

I think it is safe to say that for those taking the new exams, they will have to be at least aware of the differences with older versions that they may have access to, and newer material, for the sake of terminology in the exam.

Is there a quick way round this?

Not as far as I can see.

Start making friends with people who can help you plan for training

Look for helpful material out on the web specifically on ITIL 2011

Are you, Ros, any the wiser?

As an analyst, with experience mainly around the Service Lifecycle, I knew coming into the show that I would need to get up close and personal with ITIL 2011.

As someone with a solution architect background, I have seen projects flounder without due thought around how this is sold, but in my past life have been too low down the food chain to influence those kinds of discussions.

But at its very essence – ITIL is still an adoptable and adaptable set of guidelines.

My view, therefore, is as it was before.  Just needs an update!

For more information on the specific updates, please refer to ITIL Publication Updates

Ros Satar

Ros Satar is a Blogger and Analyst for The ITSM Review. Her journey in ITIL/ITSM began in 2005 when she jumped into the deep end of Configuration Management. When not knee deep in paper and having a love/hate relationship with her many gadgets, she can be found putting in time at various sporting publications.

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  • http://www.facebook.com/aale.roos.5 Aale Roos

    Actually there is a major difference. The 2007 version (V3) is really worthless. Throw away the books if you have them. They contain so many stupid errors. The 2011 version patches the worst holes. It is much better but still not good, so there is no need to buy those books. The amount of changes between these two is embarrassing to all concerned and that’s why most people want to ignore it.

    • Ros Satar

      I am seeing the differences as I did indeed buy the new books (thankfully never had to pay for the 2007 ones… working for a multi-national DID have the odd advantage!)… Hopefully a forthcoming piece starting to unpick some of the key processes – so this journey will continue.  This piece was purely based on the information (or perhaps lack thereof) from the keynote… I haven’t gone into detail with all the processes – but what I saw, scratching the surface of request fulfilment – I can see a bit more detail already.  I resisted the urge to delve into the others… pacing myself! ;-)

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