When talking about service management we can't ignore ITIL®. Despite its deficiencies, there is no doubt that ITIL® is the de facto framework most organisations are using. During its 20 year existence, ITIL® has proven its value to many organisations.
In 2007 we got what was originally called the ITIL® refresh and eventually became ITIL® V3. To many it seemed like a huge
"refresh", but strictly speaking there was not so much that was new. Especially if you look at the processes, most of them can be found in the 10 books in the ITIL® V2 library. Gradually, the idea of a service lifecycle and the use of the service portfolio as the central controlling element gained acceptance.
So what is the ITIL® V3 Update? Is ITIL® V4 already under way at a time when we hardly are mastering V3? It isn't, but what is it then?
Was ITIL® V3 born prematurely?
There is no doubt that there are a number of inaccuracies, inconsistencies and errors in the ITIL® V3 core books. Examples of this are many such as circular references, lack of roles and inconsistent process descriptions with varying degree of detail. One example is proactive problem management, which in the Service Operation book has a reference to the CSI book. In the CSI book, the reference is in the opposite direction.
Despite an extensive review in connection with the release of ITIL® V3, there is no doubt that the quality of the end product would have benefited from additional time. This didn't happen because of the desire to release the books on the pre announced date. This has been seen before in other contexts. We have all made compromises in IT projects and made a solution live before it was quite ready. The usual compromise between time, quality and cost.
To read the full guidance please review the attached document
