Let’s do a hypothetical show of hands- do you believe IT service management (ITSM) is possible without a framework (such as ITIL V3 2011) to ensure a seamless flow of the process? We can take a wild guess but we believe the answer would be both no and yes! No, if you are a small organization, where is it so easy to manage ITSM without a methodology or a service desk tool. And it is a big yes if you are a rapidly growing small organization, or a medium to large scale organization.
Well, our answer is undoubtedly a big yes. However, our reasons for that answer varies from yours. Yes, because ITIL V3 2011 is one of the most widely used frameworks that aids in a seamless process flow for ITSM; it goes a long way in improving service delivery and end-user satisfaction. ITIL framework has continued to stay relevant and has ensured its sustainability with regular updates.
ITIL V2 vs ITIL V3
Let us take a step back and see how ITIL framework has evolved with changing times to ensure ITSM functions stay aligned to evolving business requirements. ITIL V3 was released in 2007 and a subsequent update was made to it in 2011 (and so it is also referred to as ITIL V3 2011). It had significant differences when stacked next to ITIL V2. Its emphasis on the strategic elements are just what was needed at that time. Compared to the overly process focused ITIL V2, ITIL V3’s ability to incorporate strategic elements enabled the framework to be more aligned to the business.
Right time for an update
AXELOS announced the planned update to the framework at itSMF Fusion 2017; it is expected to be developed in 2018. Many IT experts agree that the update cannot be announced at a better time. The scale of growth in the last decade has been tremendous. Artificial intelligence has become a reality. Automation and chat bots have become a necessity. The phase of technological development spurred the growth of new business models. Customer expectations have undergone a paradigm of change- emphasis on faster turnaround, increasing millennials at the workplace. It is the right time now, to revisit ITIL V3 2011 and incorporate elements of flexibility and agility to it.
What to expect from the update?
The need of the hour in ITIL framework is flexibility. The framework has to work well with emerging methodologies that can be used for ITSM. The emphasis should no longer be on the process but on the framework’s flexibility and versatility. DevOps, Lean and Agile methodologies and other relevant best practices will complement ITIL framework. ITIL will remain as relevant as it always has with increased responsiveness and transparency. The update is expected to re-assert ITIL’s popularity and relevancy as a framework for IT service management.