ITIL® Wiki - Novelties in ITIL® 2011

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ITIL® 2011 - the novelties compared to ITIL® V3 (2007)



The goals of the revision 2011


Since the publication of the ITIL® V3 there have been more than 500 proposals for modification and completion of roles, processes and interfaces both from users and training organizations.  This was a major basis for the optimization of the IT service lifecycle description. Furthermore requirements from Sarbanes Oxley Act (SOX) have been included  bringing more transparency to the processes. Outsourcing- and cloud strategies required enhanced security management including more rigid control and documentation duties.


Roles, interfaces, inputs and outputs have been harmonized over the 5 publications. Also errata and inconsistencies in text and graphical presentation have been eliminated. The result is better to control, better to read, easier to translate, implement and communicate.



The changes in detail


Service Strategy

Main goal of the update was a better understandability of this ITIL® discipline. The actualized publication contains more practical advice and examples where necessary. New processes have been added:

  • Strategy Management for IT Services

  • Business Relationship Management

  • Demand Management

The process of Financial Management has been extended.



Service Design


Most important is the clarification of the integration into Service Strategy to ensure the strategic and customer related requirements especially with the introduction of the process Design Coordination for the management of activities and processes in Service Design. Another important improvement of understandability focuses on the five aspects of service quality

  • design of tools for service management

  • service portfolio and service catalogue

  • architecture for services and tools of service managements

  • processes

  • measurement (performance indicators and measurement methods).


Service Transition


The structure, content and relations of the Configuration Management System (CMS) and the Service Knowledge Management System (SKMS) have been described more in detail. New from content perspective is the Change Proposal and its usage. The scope of the evaluation process has been extended and the process was renamed to Change Evaluation. The content of Service Asset and Configuration Management was enhanced regarding the  asset management. The processes

  • Change Management

  • Change Evaluation

  • Release und Deployment Management

have been integrated better.



Service Operation

All processes have been actualized or amended, in detail with

  • Event Management (especially rules and methods for automated registration and analysis)

  • Problem Management (especially proactive problem management)

  • Access Management

  • Request Fulfilment (request models).

Application Management is more clearly separated from Application Development and the relation is described. Further clarification contains techniques for problem analysis, procedures for Incident Matching and the escalation of incidents into Problem Management. Furthermore the description for the management of the physical infrastructure (Facility Management) has been extended.



Continual Service Improvement

Special focus was given to the documentation of the interfaces between CSI and the other life cycle phases. The seven step improvement process

  • what to measure

  • what can be measured

  • measurement process

  • data preparation

  • data analysis

  • presentation

  • deduction of corrective actions

and its relation to the Deming Cycle and the Knowledge Management have been clarified. The CSI Model has been renamed to CSI Approach, the CSI Register as the location for the documentation of all improvement initiatives within the organization has been introduced.



The outcomes


All existing ITIL® V3 certifications stay valid as the implemented adaptations have no impact to the basic concepts of the service lifecycle.


Due to the 2011 edition there have been minor adaptations in trainings contents and certification tests.


And now - how to realize this?


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The ITIL® 2011 Process Library - condensed knowledge of the successful


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Field Report at no charge: ITSM in Practice


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Free access to our ITSM Archive!


All customers of the complete package of five ITIL® 2011 process collections will get an everlasting access to our ITSM Archive (templates, KPI proposals, checklists) which we are creating during the further development of our ITIL® 2011 Process Library - thus you receive always the most actual ITSM documents independent of the purchasing date for free!


Furthermore all customers of our complete package of five Process Sets acording to ITIL® 2011 and the ITIL® 2011 Procss Library with a purchase date of October 15th or later will get an free update to the version ITIL® 4 as soon as available.


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Last update 2019-01-06