The ITIL 2011 edition, unveiled quietly on July 29, 2011, represents a significant refinement of the ITIL V3 framework introduced in 2007. This update enhances the consistency and clarity of the ITIL guides, ensuring they remain the gold standard for IT Service Management (ITSM) best practices. With a focus on aligning with contemporary business needs and technological advancements, ITIL 2011 offers improved guidance, clearer diagrams, and additional templates, while also addressing the evolving landscape of cloud computing and governance.
ITIL, which began as the IT Infrastructure Library over two decades ago, has become the most widely adopted framework for IT service development and management. The ITIL V3 edition marked a significant shift by introducing the Service Management Lifecycle, emphasizing service delivery and continuous improvement as critical to modern business success. The framework was structured around five core publications, each addressing a phase of the Service Lifecycle: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.
One of the most notable changes in ITIL 2011 is the extensive rewrite of the Service Strategy book. The previous edition's loosely defined concepts have been tightened, with the "Strategy Generation" process now integrated into the new "Strategy Management" process. "Business Relationship Management" has been elevated from a role to a formal process, and a new section on "Governance of IT" has been added, clarifying the distinctions and interactions between business and IT processes.
ITIL 2011 acknowledges the rise of cloud computing with specific coverage, reflecting its growing impact on IT service management. Additionally, the emphasis on Risk Management has increased significantly, with references in the ITIL guide jumping from 97 to 245, as noted by ITSM Portal editor Jan van Bon. This suggests that Risk Management may become a standalone process in future iterations of ITIL.
The update has made the ITIL books more accessible and easier to understand. Each book now features a consistent Chapter 2 that reviews Service Management as a practice, and Chapter 3 includes a table detailing the inputs and outputs related to each lifecycle phase. Functions are described with uniform headings such as Goals, Scope, Outputs, and Links, and any ambiguities around configuration records and management systems have been resolved.
Improved visuals, such as the Change Authorization model in Service Transition, clarify the levels of change authority. The alignment with the ISO/IEC 27001 standard for Information Security Management System is another enhancement. Additionally, the language has been standardized, with 55 new terms added and 30 removed, harmonizing both within ITIL and with other best practice guides.
The ITIL 2011 update does not introduce major changes to the training and certification structure. Courses and exams will be updated to reflect the new material, but the foundational framework remains. The ITIL Foundation remains the entry point, and 22 ITIL credits are required to achieve ITIL Expert status. The ITIL Master certification, which is experience-based, was still under development at the time of the update, with an announcement expected in early 2012.
ITIL 2011 is not a radical departure from its predecessor but a substantial refinement. It mirrors the real-world evolution of ITSM and incorporates the expertise of leading professionals. As guidance, ITIL is not prescriptive, allowing organizations to adapt the framework to their specific needs. The update signifies a commitment to continuous improvement, ensuring that ITIL remains relevant and valuable in a rapidly changing business environment.
For more information on ITIL and its applications, visit the official ITIL site and explore resources on ITSM best practices.
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