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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
The process ofFinancial Management has been extended.
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
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
have been integrated better.
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
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.
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.
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Last update 2018-04-17_