As we await details of a free download providing a summary of the updates we have pulled together the following information highlighting some of the high level updates...
ITIL Service Strategy
The concepts have been clarified, without changing the overall message. The updated publication includes more practical guidance and examples. The newly defined process of strategy management for IT services is responsible for developing and maintaining business and IT strategies.
Financial management has been expanded, and business relationship management and demand management are now covered as processes.
ITIL Service Design
The updated ITIL Service Design publication has been aligned with ITIL Service Strategy.
A number of concepts and principles have been clarified, especially the flow and management of activity throughout the overall Service Design stage with the addition of the 'design coordination' process. Other significant clarifications include the five aspects of service design, the design of the Service Portfolio and the terminology related to views of the service catalogue.
ITIL Service Transition
The structure, content and relationships of the configuration management system (CMS) and service Knowledge Management system (SKMS) have been clarified to convey the key concepts. There is new content explaining how a change proposal should be used. The evaluation process has been renamed 'change evaluation' and the purpose and scope have been modified to assist with understanding when and how the process should be used. The service asset and configuration management process has additional content relating to asset management, also there are improvements in the flow and integration of a number of processes, including change management, release and deployment management, and change evaluation.
ITIL Service Operation
Process flows have been updated or added for all processes including request fulfilment, access management and event management. Clarification and guidance has been provided around key principles including service requests and request models, and proactive problem management. Explanations are provided on how basic events flow into filters and rule engines to produce meaningful event information. The relationship between application management activities versus application development activities is also clarified.
Other clarifications include an expanded section on problem analysis techniques, procedure flow for incident matching and further guidance for escalating incidents to problem management.
ITIL Continual Service Improvement (CSI)
The seven-step improvement process - and its relationship with the Deming 'Plan-Do-Check-Act' cycle and Knowledge Management has been clarified. The CSI model has been renamed the CSI approach and the concept of a CSI register has been introduced as a place to record details of all improvement initiatives within an organization.