Why version 3 of ITIL

Explaining the ITIL advantages



Improved application service design process


Updated: Aug 27, 2016


Time accounting for projects


Updated: Nov 2, 2016


Using ServiceNow for ESS


Updated: Jan 5, 2017

Why use ITIL 

Value of ITIL

Companies often have disjointed and inefficient IT services which may be due to development over time as individual functions. Early versions of ITIL were often unrealistic and did not always make full and efficient use of technology. Early ITIL versions also did not always consider the business requirements. ITIL V3 is an opportunity for developing a more cohesive service via a method which improves process capability in steps. This version of ITIL has a lifecycle structure which spans the overall service.

Tools for the job

The absolute need to use workflow and shared data across processes, plus event monitoring technology, was certainly an inclusion by many companies when following the ITIL V2 model. However, the descriptions provided by the OGC did not strongly encourage such investment. The value philosophy of version 3 has the use of technology built into descriptions, training and certification examination. However, tool investment without process discipline will likely not show a real benefit.

Request Fulfilment

This process was provided by companies following version 2, but was never described in the OGC documents. This is so important for both user appreciation and encouraging efficiency by use of unit offerings and adoption of self service. In version 3 this is well described in books and training with encouragement to move many incidents into self service request fulfilment.

Service Portfolio brings it all together

The portfolio extends the remit of ITIL into managing the development and retirement of services. The portfolio operates through development and to end of life.

Continual Improvement and Process Capability

The advantages from adopting ITIL are achieved in steps, with business benefit being used for justifying investments. The process capability levels are a useful guide to the starting state and progress.  

Financial and Performance combined view

The need is in understanding value, and this requires combined information. Spreadsheets with stand alone data is an inefficient solution. This needs to be inclusive within the Configuration Management System. 

The 3 level process

ITIL is about process effectiveness and commitment from business and all the way to technician level actions. It all needs to join up for logical practicality and for being understood from business to technician. The structure and style of documentation, communication and filing must work like one book, with sections aiming at the intended readership. We offer the ITPM Introduction template as a sample via the Contact page, but having the information in data systems is the way to go after agreeing how it all works together and is kept in step with change.

Why use CSI4Business 

Our packaged solutions and very experienced staff combine to produce a rapid improvement. As part of our delivery we can establish a platform for the programme of continual improvement that is necessary to get the best value from IT. Our sample of work provides a good indicator of the quality you can expect from CSI4Buisness. Sample available via Contact page.




Climb up the ITIL process capability levels for improving value
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