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Difference Between ITIL® 2011 & ITIL V3 Processes

By | IT Operations, IT Service Management, IT Services, ITIL Coaching | No Comments

Processes – ITIL 2011 vs ITIL V3

Service Strategy – 2 new processes added

1. Strategy Management for IT services – new
2. Service Portfolio Management
3. Financial Management for IT services
4. Demand Management
5. Business Relationship management – new

Service Design—1 new process added

1. Service Catalogue Management
2. Service Level Management
3. Supplier Management
4. Capacity Management
5. Availability Management
6. IT Service Continuity Management
7. Information Security Management
8. Design Coordination – New

Service Transition—1 process renamed

1. Transition Planning and Support
2. Change Management
3. Service Asset and Configuration Management
4. Release and Deployment Management
5. Knowledge Management
6. Service Validation and Testing
7. Change Evaluation- The word Change has been introduced

Service Operation

1. Event Management
2. Incident Management
3. Problem Management
4. Request Fulfillment
5. Access Management

Continual Service Improvement

1.  Seven Step Improvement

Apart from the above 26 processes distributed across five life cycles, there are four functions, which are same as ITIL® V3, namely –

1. Service Desk
2. Application Management
3. Technical Management
4. IT Operational Management

These four functions fall under the Service Operation lifecycle.

Pandu- Tiny

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By | IT Service Management, IT Services | No Comments

Amongst many IT Best Practices that our team is specializing on, one of them is called Information Technology Infrastructure Library.

ITIL contains a comprehensive set of best practices that are used to develop and execute IT service management.

It offers a number of benefits including:
– increased competitive advantage through cost reduction, growth, and agility;
– more business efficiency through streamlining of IT processes;
– enhanced IT value through business and IT operational and goal alignment;
– and improved internal customer and user satisfaction.

There are many important things you should know about ITIL, but we would like to share with you only 7 tips:

#1: To be successful, ITIL stresses the need for a strong executive sponsor
Implementing ITIL practices is a culture change initiative. People are going to complain about having to do things differently than they did in the past. You need a strong sponsor to push the change. If you don’t have one, don’t attempt the implementation—or look for limited success.

#2: ITIL is not project management
ITIL does not focus on creating things like projects do. Instead it focuses on delivering IT services to the company.

You need to align with your organization vision statement whenever you want to implement ITIL. Normally, the data and reporting received from implementing ITIL will enable the IT leaders to be an informed decision makers.

#3: Despite its popularity, little content is available on ITIL
ITIL is a set of approaches and best practices. It is a model for IT service delivery. It does contain some processes and templates, but it is not a methodology and does not contain all the implementation details. Companies that want to use ITIL can follow the overall guidelines and then develop the more detailed processes that make sense for the individual organization.

This is where our team can help you with. We assist your organization to develop practical and relevant processes that make sense to your organization.

#4: ITIL is not a tool
You can implement many aspects of ITIL using tools, but tools are not required. If your organization is small, simple templates and spreadsheets may be all you need. If your organization is large, you may need to find appropriate software tools to help.

ServiceNow is a popular tool nowadays. We work with partners that can integrate this tool within your organization.

#5: ITIL is not an all-or-nothing proposition
Since ITIL is a series of approaches in different areas, a company can implement some or the entire overall model. There is no rule that you have to implement everything.

If your organization need to know more about ITIL and how to implement them, our team conducted in-house awareness and coaching session for this purposes.

#6: You can implement ITIL in stages
There is also no rule that you have to implement the entire ITIL model at once. Many organizations implement ITIL in phases over a period of time.

Hence, you need to assess whether “Are you ITIL ready?”. We provide an the “Are you ITIL ready” assessment services for this purposes, so that you organization would not implement a big, white elephant projects.

#7: ITIL is constantly updated
You need to always keep abreast with the changes on the new processes as IT technology constantly evolved and changed. eg. Shadow IT required more governance on enterprise architecture, IT consumerization concentrate on program management office framework for cloud deployment and IT staff colocate with business counterparts.

You can invest your team in getting them certified and losing them in couple of years as they are most sought for and move to other jobs. Or engage us as your partner – we will be here as long as you need us….

ITSM Implementation Roadmap WEBSITE


Change Agent – Ask the Right Questions

By | IT Management, Qaut | No Comments


When you introduce a change in your organization, often you will get some form of resistance from your subordinates or your peers.

You can practice the following questions to help you in the change process where it may change your subordinates/peers’ attitudes from avoidance into acceptance.

  1. From “Why?” to “What new opportunities will this change provide?” When you rare being asked “why,” you should focus on the benefits that the change will provide for the individuals and the organization.
  2. From “How will this affect me?” to “What problems will this solve?” You should let your subordinates/peers know what the problem is and how they will be part of the solution.
  3. From “We do not do it this way” to “What will be the result if we do it this new way?” One of the first reactions is that a process never has been done this way. You should provide explanations and empathy.
  4. From “When will this be over so that we can get back to work?” to “What can I do to help?” You should get employees involved in implementing the change.

By positively promoting a change, you can makes others want to be part of it and should be made to feel as though the change could not have happened without them.

Qaaf Malaysia