ITIL v2 to v3 Foundation Bridging course details

Perhaps the most anticipated ITIL program is the Foundation program that will upgrade current v2 certified staff to v3.

Details have now been officially released. The course will be a one day program, WITH a 20 question, 30 minute mock exam at the end of the day. The pass mark for the exam will be 13 correct answers.

So, all those pages you've read from others who said there would be no exam were incorrect.

The 1 day program will cover the differences in v2 to v3 at an awareness level. For example the Service Knowledge Management System (SKMS) is a new concept for version 3, but it covers the CMDB and Known Error data base (KEDB) which are v2 concepts. In service transition the Service V model is a new concept and must be explained in full.

Exams for the Foundation Bridging program will be available in the last week of August 2007. You will have to have passed and show evidence of your ITIL v2 Foundation certificate to attend the program.

The Service V Model or the Left to Right Swim Lane model.. or.. ?

There has been great internal debate regarding the direction of flow for the Service V model.

Some say it follows the actual V path, down and up... others say it's chronigically correct to go from left to right, back to left...

Let me explain - the Service V model is a concept defined in the Service Transition volume of the new ITIL v3. The model is (meant to be) a clear and logical model of the steps to take in order to deliver a Service Package.

A Service Package is a concept of what can be delivered to a customer for them to use (we may otherwise refer to it as a 'service' or application).

Now the confusion lies in the steps that have to be followed on the V model. My opinion is that it is down the left hand side and back up the right hand side. The confusion comes from the number on the picture. 1a on the left, 1b on the right, 2a on the left, 2b on the right... there is absoultely no text to explain the direction of travel and perhaps the authors assumed that everyone would automatically know.

However, by adding connecting arrows and the numbering system used all it has done has caused confusion and (sometimes heated) debate.

My complaint is not with the Service V model, as a concept I think it is valid. My issue is that all of these books contain confusing diagrams that are not properly explained. A book is meant to leave you educated, aware and entertained... I'm afraid that too many pages in the new core of ITIL v3 leave me confused, confused and confused.

Pillaging Hordes

I am glad to see that my comments are making for useful conversation at other prominent blog sites. I am humbled.

However, comments that such as "...pillaging vendor hordes..." tend to get me a bit irate.

The comment is very rich coming from a site that is built to attract visitors interested in ITIL, where I can click on all manner of adverts and purchase merchandise and publications (does this make a web site into a pillaging vendor?).

Come on - let's drop the sour grapes about the commercial aspects of what is taking place. It's business - if the marketplace doesn't want the services offered by ALL sites offered by those working in the industry then it is they who will decide.

It's acronym heaven !

ITIL folk around the world must be very impressed with the entire new range of acronyms that the ITIL v3 authors have introduced.

The DSL is out, but the DML (definitive media library) is in... the UC has been banished to glossary status, but around the Service Catalog there is a whole new species of TLAs.

LOS (Lines of Service), SLP (Service Level Package), CSP (Core Service Package) and UP (User profiles) are all introduced in Service Strategy.

SLAs and OLAs remain, but now we can throw in some Service Acceptance Criteria (SAC), Service Design Package (SDP) and ISM (Information Security Management).

The KEDB (Known Error database) was there before, but not as an abbreviation and there is just a smorgasbord of SKMS (Service Knowledge Management System) and CMS (Configuration Management System). Resource capacity management is lost forever and in its place we find a slimline CCM (Component Capacity Management).

Thankfully get to keep our beloved MTBSI, MTTR and MTBF -but joining the MT family is MTRS (Mean Time to Restore Service).

My understanding of all of these new terms and concepts is a WIP, but the ROI I get will be PFS - I need a PSO !!

Colin Rudd

I've been wanting to put up a note about Colin Rudd, without it seeming as if there is an ulterior motive.

There isn't...

Those lucky enough to have met and worked with Colin will appreciate that fact that this is a guy who "knows his stuff". Colin has got a pedigree as long as your arm, he's seen it all and deserves the respect that he gets in the industry.

I've met Colin on a few occasions and the guy is a gentleman.

Sharon Taylor in the forward of the ITIL v3 Service Design book said..

Service Design broadens our horizons and helps us to see a larger, more cohesive view of IT Service Management.

Fittingly, Colin as one of the principal authors of this book couldn't have been better placed to contribute to this vision for the new look at Service Design.

Colin has been involved in the industry for over 35 years - I don't know when he'll take a break from it all; but it will be a well earned rest. His son - Steve Rudd (also acknowledged in the Service Design text as a major contributor) is working with Colin. I couldn't think of a better mentor and tutor and Steve I'm sure will be a name to watch out for in the coming years.

Utility, Warranty, Confusion, Mayhem

The new ITIL v3 Service Strategy book discusses a couple of interesting new concepts. The "utility" (fit for purpose) and "warranty" (fit for use) when looking at the "value creation" of a service.

To me, when I look at these terms and the surrounding text it seems to be a re-work of the Effectiveness (do the right thing - utility) and Efficiency (do things well - warranty) concepts that we’ve been familiar with under ITIL v2.

I wonder if anyone else is seeing basic concepts that we've grown used over the years reworked into something that is certainly different and potentially more confusing?

Diplomas, Advanced Diplomas, Degrees and Doctorates

In a huge shake up for the industry, the APM Group have given the first hints of what is to come with regard to their ITIL certification program. In what can only be described as a bold move the APM Groups appointed Examination panel – chaired by the Chief of all things ITIL – Sharon Taylor – have unveiled their points based ITIL Certification scheme that culminates in the Advanced Service Management Diploma. Below the Advanced Diploma is a “Diploma in Service Management”.

The Advanced Diploma may well be out of the reach of mere mortals; it looks as if holding the Advanced certificate will mean that you either wrote ITIL or you are good enough to be asked to write ITIL or you’ve been a key player for many (many) years. The Advanced Diploma sounds as if it could be a “by invitation only” – perhaps a secret handshake as well.

It is the Diploma in Service Management for most of us. Your existing v2 Qualifications can be used as credits towards the (current thinking) 22 points required to be awarded the Diploma. The Diploma is earned by accumulating enough points.

1.5 points for your existing v2 Foundation, 15 points for your v2 Managers certificate, 3.75 points for an existing Clustered Practitioner and 1 point for a single Practitioner. There will be 0.5 points for passing the v2 to v3 Foundation upgrade exam.

The new v3 Foundation will be worth 2 points and there will be 3 points per exam, per book in the Core of ITIL. The examination panel is pushing the clustered approach for practitioners – with a to be created set of service capability programs.

There will be a “capping” course and Exam in the Service Lifecycle (worth 5 points) that all of us will have to do if we want to get the Diploma (so for those of you with Foundation, Managers and a few clustered practitioners behind you – you will still need to do the 5 day Service lifecycle course).

So, it is big change ahead for Education. We should remember that the new program outlined is under the control of the APM Group. As the “official” accreditor for the OGC they will manage the program once it is endorsed by the Examination Panel (the panel includes Exin, ISEB, APMG, Sharon Taylor and other notables that have been invited). Once approved then the program becomes law for ITIL v3 and it will be interesting to see how Exin and ISEB actually present to the marketplace.

ITIL v3 Launch - an emmotional event.

The suits were out for the official ITIL v3 launch in London. The 5th June 2007 marked the start of a global tour for the intrepid and brave authors of the “new and improved” material. As always Sharon Taylor led from the front – and in a rare show of emotion there was even a small hint of a tear when the larger than life George Spalding gave an impromptu , but heart felt acknowledgement of the work that Sharon has put in over the last several years.

I don’t think there would be anyone that would argue that the effort required to get v3 off the ground is enormous. Whether v3 will fly or not remains to be seen. However, the signs are positive – especially as there will be a live, on-going feedback mechanism that everyone can contribute to.

The involvement of the ITSM community for v3 does not appear to be lip service. There are genuine efforts to retain the high degree of user contribution that has characterized this latest version of the popular framework.

People are in !!!

At last there is a recognition that People are in!!..

Yes - ITIL v3 finally gives full status to the fact that "people" make it all happen in the Service Management space.

People are now considered one of the "Four P's" in the Service Design volume of ITIL v3.

1. People
2. Process
3. Products (Technology)
4. Partners (Suppliers)

I read an interesting article from an "industry expert"... the thrust of the message was that ITIL v3 was (and I quote)


"It's not as highly different as some people seem to think."

I have a fundamental problem with such statements when the person making it has no traceable link to any involvement with the development of the new version.

... with the launch date of May 30th upon us it will take the people that fully understand v2 to study and compare v3.

So check the credentials of the people making the statements regarding the difference. I have access to true practitioners (folks who work with this stuff every day). They are reporting some major differences in the approach, style, wording and general "look and feel".

However, I am not in a position to make bold statements until a full study and analysis.

Just one small letter TELLS the whole story !!!

Isn't it funny when you find the actual evidence of what everyone has been talking about - but no one has been able to actually identify.

There has been enough blogs and articles written over the past several months to stretch the full length of the itSMF member list regarding the "commercialization" of ITIL with the new Version 3.

Note: the spelling of commercialization is a realization (another "z") that organizations (one more "z") based in the USA are keen to read material that is written is US English - not UK English.

In fact, some will say that the real blocker for ITIL shooting to fame in the USA is due to the perception, based on fact, that ITIL is a British invention - so it won't be accepted.

Your intrepid reporter has an interesting comment. The new version of ITIL is written in US English. Organizations, realize, recognize, specialization.... Catalogue reamins with a "ue", but both spellings are common in the US.

Would others have noticed this small - but enormous change !! I think that it was meant to sneak under the radar, but the smallest of changes can often have the greatest consequence (positive or negative).

So, there we have it, for all those original British authors it seems that another treasure of the British Isles is to be Americanized !!

Will this simple last letter of the (American :-) Alphabet be the real key for acceptance in the United States.?

Will the OGC be renamed as the Office of Governor of California in the US versions, will there actually be a UK English version, a US English version, an Australian English version, etc. ?

I don't know, but I will be waiting with baited breath to unwrap my new books and find the answer.

5th June 2007 - Who will be on the invite list ?

June 5th 2007, London - looms as a 'red letter' day for the "ITILites" amongst us.

The "offical launch" of the framework version 3. Bit like the Olympics, with the official publication date being set at the 30th May.

Who will be on the invite list? Well for one, your intrepid ITSMer will be there and will be able to rub shoulders with the rich and infamous of the ITIL world.

Stay tuned for a full briefing. However, I have heard tell that there are speeches from OGC (expected), TSO (expected), APMG (interesting, but not unexpected)..... notice who is missing from this list - Exin and ISEB.

It seems that not all Examination Institutes are created equal... it obviously pays to have won the OGC contract for Managing the ITIL certification scheme.,,, you get invited to all the good parties (just like the Oscars).

Who will want ITIL v2 learning?

The Examination Institutes (APMG, Exin, ISEB) are happy to tell the public that v2 exams will co-exist with the new v3 exams for some time (up to 12 months).

Begs the question - who will want them?

Two schools of thought; but I believe both can be countered with a logical argument....

1. Consultants who need to get some ITIL Qualifications in order to apply for positions. Forget it, go for v3 - with Version 3 knowledge you'll be a shoe-in for any v2 work as well.

2. Organizations that have already invested heavily in v2 certification. Forget it, v2 exams will not be available in the future - bite the bullet and start investing in v3 certification and all those bridging courses that the vendors will offer.

Confusion reigns on certification

The impending upgrade of ITIL (r) v2 to version 3 is going to create a lot of debate and questions regarding the change in content.

However, let's not forget all those that have worked hard to earn ITIL certification in Foundation, Practitioner or Managers level programs.

There is a lot of misinformation about changes to the certification scheme. The one certainty is that there will be change. The Foundation level program is expected to stay roughly the same - pitching a common understanding in the fundamentals of ITIL.

However, the upper levels of certification may head along the Six Sigma path. With classroom components, but an element of "real world" proof of practice required.

Questions are coming in thick and fast about new programs, bridging courses and validity of v2 certification. We really need to see the Examination institutes put out some definitive answers to these questions and concerns rather than the stock standard answer "we are currently reviewing the system and will provide more information".

People want dates, not flimsy excuses.

Grapevine Newsflash - no ITIL v3 CDs

For those that were looking forward to their new set of shiny ITIL v3 CDs - you'd better wish for something else.

Inside sources make it clear that there will be no CDs of version 3. Instead you can purchase a PDF file for the same price as the books OR you can pay a very slightly smaller fee and get access to the books online for a 12 month period.

Interesting that the subscription is for 12 months.... there is the best sign yet that ITIL has become a great way to make some money for the owners !!

ITIL v3 Early starters

The printers are running hot, with the anticipated release of ITIL v3.

ITIL is a trademark protected concept belonging to the Office of Government Commerce (OGC) in the United Kingdom.

Training vendors are busy preparing their new ITIL education programs. Bridging programs are expected to be the big ticket item in the first several months. The accredited training companies already have pre-release material that they are using to prepare the programs.

This is how you will be able to tell the "grey market" trainers from the others. Only accredited companies have the material; so if you're training says "no material yet - so we can't offer the course" - you know that they are not accredited by one of the three Examiniation Insitutes (APMG, Exin or ISEB).

May 30th 2007 - LAUNCH DATE !!!

Those among us old enough to remember the release of ITIL version 2 are eagerly anticipating the release of ITIL version 3.

Why?

Because of the chance to look for inconsistencies, errors, and flaws in the logic. And they are bound to be there....

Your ITSMER will be at the official launch of ITIL v3 coming up in London. The venue is near London Bridge - so lets hope that the structure remains intact (the bridge and the new version of ITIL).

INSIDE TIP: stop listening to all the chat about ITIL v2 being basically the same as v3. WRONG!.. huge differences and your blogger knows this from one on the "inside". The insider is sworn to secrecy; but they do report significant changes.

This begs the question - will the new version be globally accepted? The answer - "let's see in about 12 months". No one knows what the uptake is, but imagine you are a senior IT Executive that 12 months ago decided to pump a heap of investment into ITIL. How do you think it would look if you went to the board to ask for more money as the stuff you've done is now outdated.

Yes - outdated. No secret there; it's all over ITIL v3.. it will REPLACE v2 as a framework - could be some serious issues in that one.

Stay tuned - it's going to be a heck of a ride.