ITIL V3 one year on

A reader, Eppo Luppes, asks the question "Give three reasons/statements why ITIL V3 is an improvement over V2 and also three reasons why it is NOT". Most readers can guess my three (which I may give later). What do you think?


My list

Hello Eppo,

I guess your question was about the product itself, not the environment (such as trainings) or the creation proccess (i.e. authors), so I focused myself on the results of ITIL Refresh project.

V3 is an improvement because:
1. The clear and powerful definition of the term "service". I found myself using it quite often nowadays, and I believe it's quite deep and still easy to understand and explain.
2. Service lifecycle approach - at last :)
3. Service development - in v2 services come to IT from nowhere, and the great thing about v3 is the marketing, strategy and demand issues, which are somehow covered now.

V3 is not an improvement because:
1. I'm quite sure that the authors don't know each other or had not enough communications while writing the books. There are lots of inconsistency and differrent understanding of the same terms/things/concepts.
2. Proccess model - there's no such a thing in v3, but it was expected and promised. How many processes are there in v3? What is the process anyway? Where is the financial management now? etc...
3. The core books are too thick. Most of the IT professinals ready only two books of ITIL v2 (the blue one and the red one), and not the others. In v3 the problem is even bigger, and it can't be solved with "Official introduction" book.

Hope it helps in your study,

Thank you Oleg. Nice to hear

Thank you Oleg.

Nice to hear from you again.

I would like to encourage all who haven't reacted yet use this holiday season and write their respons.

have a great Holiday season


The good, the bad, and the possibly ugly

The good:

A realisation that ITIL operates in a wider business context
Service transition made explicit
A move away from a pure process view towards a capability perspective.

The bad:
Lost sight of the target audience
Fragmented approach
The training

The ugly
Academic approach poorly integrated with the practical approach
Key processes/capabilities split across books
No clear distinction between the essential elements of ITSM and the nice to haves

Thx sofar

Thank you all sofar for your comments.

I'm eager to hear some more pro's/cons and I promise I'll compile them to some "best practice" statement

Eppo Luppes
Getronics Consulting Netherlands

My list

Hi Eppo

A good question. In general I would say that V3 looks great if you do not take a close look. The overall model is great but details suck. I have a suspicion that at least some of the V3 enthusiasts have only taken a course and not read the books.

The Good
1 The lifecycle approach
2 The overall model
3 Great marketing

The Bad
1 Too many processes & function
2 Internal conflicts and lack of coordination within the five books
3 Unnecessary changes in basic support processes and concepts

Br Aale

V3 Training market is more competitive than V2

The V3 Training Market is quite a bit more competitive. I know some training vendors have recently had to make some cuts (and this may be in combination with the current economic climate as well)

There are more courses to train on, therefore more course development and more ramp up required for trainers.

I have recently seen universities start to jump into the ITIL training market - Schulich School, York University and University of Toronto. However, this type of training is specialized and you cannot count it towards any formalized university education.

I recently spoke to a popular ITIL trainer on his opinion of V3. He said one of the books read like it was written entirely by academics, that the real world examples that were in the V2 delivery and support books were noticeably absent. This made it difficult to read. Additionally, as a trainer it made it quite difficult to understand exactly what they were saying there was some difficulty trying to explain it to the class.

Like always,it takes time to disseminate the information and discussion to come up with what the heck they were really trying to say in those books.

Like I always advised my clients, V3 screams get your services in order people! And I see many have a looong way to go still.

1. A focused courses - clear path to the ITIL Expert Diploma
2. Service Focus
3. Lifecycle approach


1. No coordination between books (I agree with aroos)
2. Too many courses - difficult for trainers to ramp up
3. Too many processes

Here's my favorites

V3's Improvements:

1. The object of priority. The service, rather than the application.

2. The explicit shift from process outputs to desired outcomes.

3. The service lifecycle. One size does not fit all, and conditions change over time.

Not an improvement:

1. The training

2. The training

3. The training

Well, I have to agree with

Well, I have to agree with some of the improvements but would like to add a few "bad things"
1 - the boost of interest because it's new, so new business for trainers ;-)

No improvement of should I say deception
- it's a child with a water head (to many different processes)
- the promise of quick translations, both of the books and the exams is not realised
- the role of APMG
- and, not the training, but the syllabus and therefore the exams

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