I just came back from the annual itSMF conference here in Sweden. Two days packed with info about the upcoming version 3 of ITIL direct from the authors and socializing with lots of friends from the community. Very nice! It was really inspiring!
The changes made to ITIL in version 3 feel like long awaited upgrades and the authors had no problem convincing the audience (us) that the life-cycle perspective is great and that it adds a lot to the processes.
After having heard several presentations about version 3 I feel the greatest improvement lies in the new Service Strategy book (you can see the cover on the picture above). The need for us ITSM people to not only have a strategy for our process implementations, but for our services, is emphasized in that new book. At the conference one of the authors of the book, Majid Iqbal from Carnegie Mellon University held an acclaimed lecture on different ideas, models and tools to use to secure better alignment between your services and the business goals. He also talked about the need for ROI calculations on services and promised a lot of material on that subject in the new book. I think that this area and this type of questions will be very important to adress as a consultant working with IT service management. The customers expect ROI calculations more and more often and we're asked to motivate with economical terms our different decisions regarding the services.
The conclusion is that IT Service Management is taking some steps towards IT Governance and IT Management. I personally think that this is both exciting and in the long run needed in an increasingly automated world of IT operations where the production part is offshored.
I will get back with thoughts on the rest of the 5 core books in the coming weeks. The official release date is 30th of May and the books will go public on June 2nd in London.
Regards, David :)