ITIL® Version 3
The upgrade of ITIL® from version 2 (2000) to version 3 (2007) included some intensive changes. The change of focus, from an operationally focused set of processes to a mature set of service management practice guidance, necessitated a number of core changes.
One of the most visible changes was the subtle change of name: from "The IT Infrastructure Library" to "ITIL® Service Management Practices". This itself reflected ITIL’s evolution, implying a broader scope. Indeed, the whole approach to version 3 is more holistic, value based and business focused.
The entire set of volumes was re-organized and re-published to support this new vision (a 'service lifecycle format').
ITIL® now consists of the following:
Service Strategy 
Service Design
Service Transition
Service Operation
Continual Service Improvement
These are supported by complementary titles, addressing the application of the generic core guidelines in specific markets/technological contexts.
Conceptually, the core guides above revolve around the ITIL® 'Service Lifecycle'. This lifecycle is intended to be a logical flow from Strategy, through Design, Transition, Operation and Service Improvement, supporting feedback through all areas of the lifecycle.
ITIL V3 Qualification Scheme
The ITIL® Qualification Scheme uses a framework that enables an individual to gain credits for each exam they take. For a full, definitive explanation of the Version 3 qualification scheme and credit tem, please download the ITIL® V3 Qualification Scheme (pdf).
Once candidates have accumulated a sufficient number of credits they can be awarded the ITIL® Expert in IT Service Management.
There are four levels within the scheme:
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Foundation Level
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Intermediate Level (Lifecycle Stream & Capability Stream)
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ITIL® Expert
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Advanced Service Management Professional Diploma.
Foundation Level
The Foundation Level focuses on knowledge and comprehension to provide a good grounding in the key concept, terminology and processes of ITIL® .
Intermediate Level
There are two streams in the intermediate level. Both assess an individual's comprehension and application of the concepts of ITIL® . Candidates are able to take units from either of the intermediate streams, which give them credits towards the diploma.
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Intermediate Lifecycle Stream - 5 individual certificates built around the five core OGC books: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
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Intermediate Capability Stream - 4 individual certificates loosely based on the current V2 offerings but broader in scope in line with the d V3 content.
ITIL Expert
To achieve the ITIL® Expert in IT Service Management, candidates must successfully complete, in addition to the Foundation Level, a number of intermediate units and the Managing Through The Lifecycle capstone course. This course brings together the full essence of a Lifecycle approach to service management, and consolidates the knowledge gained across the qualification scheme.
Advanced Service Management Professional Diploma
This level of the qualification will assess an individual's ability to apply and analyse the ITIL® concepts in new areas. This higher level diploma is currently under development.
ITIL® can help with IT provision by providing:
- Better Customer Service: ITIL® will deliver better services which are tailored to the needs of the customer
- Better Cost Effectiveness: ITIL® assists organisations in providing a quality IT service within a business environment affected by budgetary constraints but also growing user expectations.
- Better Motivation and Productivity: ITIL® encourages staff to view IT Service Management as a recognised professional skill, ultimately increasing effective performance.
In 1999, Garnert Group predicted:
"By 2002, the global internet user population will exceed 140 million people, with electronic commerce approaching $1 trillion annually (0.7 probability)".
"Through 2002, successful enterprises will invest 75 percent of their IT support budgets in process and organisational development (0.8 probability)".
In order to be successful, organisations have to recognise that IT Service Management is not the management of technologies, but a strategic framework that brings together the technology, people and processes, to increase effectiveness, reduce costs, and increase productivity. ITIL provides that strategic framework. "By 2004, 70 percent of e-business dependent enterprises that have failed to focus on end-to-end business process effectiveness will see their market share erode (0.7 probability)" Source: GartnerGroup 1999.
