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Utilizing ITIL V3 for ITSM Implementation
- AuthorAdministrator
- Date2016.10.27
Utilizing ITIL V3 for ITSM Implementation
ITIL, which provides a systematic approach to delivering high-quality IT services, has continuously evolved since its inception in 1989, with ITIL V3 published in 2007 and a revised edition in 2011. ITIL V3 approaches service management not only from a process perspective but also through the concept of the service lifecycle. In other words, the service lifecycle in ITIL V3 is the method by which service management is structured, focusing on how various service lifecycle components interconnect.
[Figure 1] Characteristics of ITIL Version 3
The core of this service lifecycle is that “services deliver measurable value aligned with business objectives and outcomes.” This aligns with IT governance principles, aiming for:
- Alignment of IT and business
- Business value creation through IT
- Efficient utilization of IT resources
- Risk management through continuous monitoring of IT operations
These goals raise ongoing questions such as:
What, Where, Who, When, and based on which criteria and how should decisions be made?
Accordingly, an ITIL V3-based approach is emerging as one of the best methods for establishing an IT governance framework. However, adopting the lifecycle and its extensive processes and activities remains challenging for many organizations—even those with years of experience in process-based approaches.
One often-overlooked aspect of ITIL is that its key success factor lies in being non-prescriptive. ITIL is not a standard to comply with but a framework to adapt.
For example, the IT service strategy management process included in ITIL V3’s Service Strategy stage is defined as:
“A procedure for defining and maintaining the four Ps of IT services required for the service provider to achieve business objectives.”
However, most IT organizations use the IT service strategy management process as part of the organization’s overall strategy rather than treating IT service strategy as separate. They do not separate business strategy and IT service strategy.
[Figure 2] Application of ITIL V3 Service Strategy Stage Process
As shown in Figure 2, most organizations do not separate business strategy and IT service strategy. Therefore, approaching IT service strategy management as part of managing business projects aligned with organizational strategy is the most practical approach.
Another example is the Design Coordination process included in ITIL V3’s Service Design stage, which is defined as:
“Providing and maintaining a single point of coordination and control for all activities and processes in the design stage to ensure objectives are met.”
In reality, this process acts as a control tower during the design of new or changed services. Every organization needs clear standards for rigor and attention in applying design coordination.
[Figure 3] Application of ITIL V3 Service Design Stage Process
For instance, design coordination for change requests can be sufficiently handled through impact analysis in the change management process. However, design coordination triggered by projects for new or changed services must consider all five aspects of design.
In practice, new or changed services are executed through projects, and quality checklists or audit criteria performed at the end of each project phase include most of these considerations. In other words, implementing the design coordination process is closer to embedding these checks into project execution rather than maintaining it as an independent process.
As discussed, ITIL is a framework to adapt, not strictly follow. The ITIL service lifecycle provides a structured approach to service management. Implementing ITSM based on ITIL V3 requires:
An integrated process approach tailored to the organization’s context
Support from a flexible ITSM solution capable of making this approach a reality
– Min Chang-seon, Senior Manager, Solution Service Division –
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◈ STEG – Utilizing ITIL V3 for ITSM Implementation
◈ Full Presentation Materials – 2016 ITSM Conference
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