This post is dedicated to questions with regards to ITIL Version 3, its latest version. Users will have queries regarding the changes that were made and the fate of implementations done using ITIL v2. Below are a few of the frequently asked questions regarding ITIL v3.
1. What’s New in ITIL Version 3?
A new version is usually released to improve quality and extend new features of the product. Similarly, ITIL v3 offers the same content with upgrades. However, most of the content remains the same; there are a lot of good ideas in ITIL v3 that were missing in previous versions. For example, an organization can now leverage enhanced change process in ITIL v3 to reduce the risk and downtime related while upgrading to a production environment.
2. Is ITIL v3 a Fundamental Change?
Any new version is more to streamline the process, add new features or fix any issues. Therefore, there are some changes or add-ons to aid organizations in assuring quality service to the customers. However, the major change has been in its approach, i.e. a shift from being procedure eccentric to service eccentric.
3. Our Organization had Started Service Support Processes Such as Problem, Incident, and Change Management Under ITIL v2 Guidance. Will that Change with ITIL v3?
If your organization started the service support processes based on ITIL maturity assessment, then you need not worry about ITIL v3 changes. Assessing your current ITIL framework and its processes is the best place to start. Irrespective of ITIL and its versions, based on your assessment, you will get a clear picture to start with ITIL guidance. For example, if your organization is already mature enough in its service design or service transition stages, then it is best to implement the new version guidance to service strategy or service operation processes.
4. Are there any IT Service Management Standards Available in the Market?
Yes, ISO/IEC 20000 is a worldwide accepted framework for IT Service Management (ITSM). ITIL is not a standard; it’s an invaluable resource to all enterprises who are trying to achieve ISO certification.
5. Would there be any Change in ISO Standard Because of the ITIL v3 Release?
Not exactly, most of the standards across the globe are flexible and respond positively to industry changes, without necessarily being updated. Similarly, ISO/IEC 20000 came into existence in 2005 with the sole purpose to lay down the ITIL concepts and practices. The ISO standard already incorporates the essentials of ITIL v3. In case a revision of the standard is done, it would include elements present in ITIL v3 and also elements that are not part of ITIL v3. For your organization, if you are trying to get accredited with ISO standards, remember that ITIL is there to help you abide by the ISO standard.
6. Is ITIL v3 Mainly for Large Organizations?
ITIL v3 does not lay any protocols or restrictions in terms of its usage. Businesses of any size could take advantage of ITIL v3. However, for small and medium-sized organizations, ITIL v3 provides an extra edge.
7. Could we Estimate how Much Money is Saved with ITIL Implementation?
Savings with ITIL implementation would depend on the way it has been adopted in the organization. Moreover, saving might mean saving on time or resources as well. For example, licensed software that can be used by four or five users, due to lack of bookkeeping, is being used once. Additionally, if a project that needed four resources had six, you could take the two out from the current project and assign them a new project.
Even processes such as rebooting of daily services or the downtime of your server could be standardized and enhance the productivity of the organization, which in turn means cost reduction.
These could all be measured with the help of baseline metrics from your existing processes. For example, the man hours spent on each project and the resources being used, or knowing the SLA (service level agreement) to resolve any production issue, or the number of production issues seen in a specific interval and its cost to a company.
Once the metrics are ready, you can compare the results with pre- and post-ITIL implementation to get a clear picture.
ITIL as a methodology has found worldwide acceptance from both public and private sector organizations. Its popularity also attracts a lot of questions regarding its concept and its implementation. Do let us know if you have any questions related to ITIL and its processes, we will be answering them in the next post related to ITIL FAQs.
