Overview of the ITIL v3 library

ITIL v3 is an extension of ITIL v2 and will fully replace it following the completion of the withdrawal period on 30 June 2011 . ITIL v3 provides a more holistic perspective on the full life cycle of services, covering the entire IT organisation and all supporting components needed to deliver services to the customer, whereas v2 focused on specific activities directly related to service delivery and support. Most of the v2 activities remained untouched in v3, but some significant changes in terminology were introduced in order to facilitate the expansion.

Five volumes comprise the ITIL v3, published in May 2007:

1. ITIL Service Strategy
2. ITIL Service Design
3. ITIL Service Transition
4. ITIL Service Operation
5. ITIL Continual Service Improvement

Service Strategy

As the center and origin point of the ITIL Service Lifecycle, the ITIL Service Strategy volume[11] provides guidance on clarification and prioritisation of service-provider investments in services. More generally, Service Strategy focuses on helping IT organisations improve and develop over the long term. In both cases, Service Strategy relies largely upon a market-driven approach. Key topics covered include service value definition, business-case development, service assets, market analysis, and service provider types. List of covered processes:

  • Service Portfolio Management
  • Demand Management
  • IT Financial Management

Service Design

The ITIL Service Design volume provides good-practice guidance on the design of IT services, processes, and other aspects of the service management effort. Significantly, design within ITIL is understood to encompass all elements relevant to technology service delivery, rather than focusing solely on design of the technology itself. As such, Service Design addresses how a planned service solution interacts with the larger business and technical environments, service management systems required to support the service, processes which interact with the service, technology, and architecture required to support the service, and the supply chain required to support the planned service. Within ITIL v2, design work for an IT service is aggregated into a single Service Design Package (SDP). Service Design Packages, along with other information about services, are managed within the service catalogues. List of covered processes:

  • Service Catalogue Management
  • Service Level Management
  • Risk Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Compliance Management
  • IT Architecture Management
  • Supplier Management

Service Transition

Service transition, as described by the ITIL Service Transition volume, relates to the delivery of services required by a business into live/operational use, and often encompasses the “project” side of IT rather than “BAU” (Business as usual). This area also covers topics such as managing changes to the “BAU” environment.

List of processes:

  • Service Asset and Configuration Management
  • Service Validation and Testing
  • Evaluation
  • Release Management
  • Change Management
  • Knowledge Management

Service Operation

Best practice for achieving the delivery of agreed levels of services both to end-users and the customers (where “customers” refer to those individuals who pay for the service and negotiate the SLAs). Service operation, as described in the ITIL Service Operation volume,[14] is the part of the lifecycle where the services and value is actually directly delivered. Also the monitoring of problems and balance between service reliability and cost etc. are considered. The functions include technical management, application management, operations management and Service Desk as well as, responsibilities for staff engaging in Service Operation.

List of processes:

  • Event Management
  • Incident Management
  • Problem Management.
  • Request Fulfilment
  • Access Management

Continual Service Improvement (CSI)

Aligning and realigning IT services to changing business needs (because standstill implies decline).

Continual Service Improvement, defined in the ITIL Continual Service Improvement volume,[15] aims to align and realign IT Services to changing business needs by identifying and implementing improvements to the IT services that support the Business Processes. The perspective of CSI on improvement is the business perspective of service quality, even though CSI aims to improve process effectiveness, efficiency and cost effectiveness of the IT processes through the whole lifecycle. To manage improvement, CSI should clearly define what should be controlled and measured.

CSI needs to be treated just like any other service practice.There needs to be upfront planning, training and awareness, ongoing scheduling, roles created, ownership assigned,and activities identified to be successful. CSI must be planned and scheduled as process with defined activities, inputs, outputs, roles and reporting.

List of processes:

  • Service Level Management
  • Service Measurement and Reporting
  • Continual Service Improvement

Continual Service Improvement

Most IT organizations, if asked would say that they ‘continuously improve’; however there is a gap between saying it and being able to demonstrate that it exists.

For CSI to work in the long term, a culture of improvement needs to be instilled within IT.

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Cherwell Service Management Receives ITIL V3 Certification

Cherwell Software, Inc. (“Cherwell”) today announced that its breakthrough product, Cherwell Service Management™ v3.2, received certification of ITIL V3 (Information Technology Infrastructure Library, version three) compatibility from Pink Elephant through the PinkVERIFY program.

PinkVERIFY is the only independent certification program worldwide to recognize software that supports the definition and workflow requirements of specific ITIL version three (V3) processes. In order to achieve PinkVERIFY certification, the ITSM software undergoes a rigorous and independent assessment by a highly-qualified Pink Elephant consultant, and must satisfy 100% of the mandatory and integration criteria for a specific process.
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Service Level Management

Exceed Service Expectations, More Accurately

Are you tasked with needing to support a complex portfolio of  services within your organisation. Needing to deliver these services on time and on budget?

Our SLA and OLA Services can help you reach the business objectives.

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Our Service Level Management software provides a centralised management console to design, build, manage and monitor service agreements throughout their lifecycle. These proactive tools enable IT to be in constant touch with actual performance and take action should service fall short of established targets.

Real-time monitoring and auto-escalation cost-effectively avoid noncompliance situations and speed resolution. Use the Service Level Management solution to define and manage service catalogs, service level agreements, operational level agreements, and underlying contracts. As the service desk transitions to a service delivery partner to the business, IT will directly contribute to customer service satisfaction by establishing realistic customer expectations.



  • Lower SLA compliance costs, while increasing service quality
  • Increase customer service satisfaction
  • More accurately define and deliver on customer expectations
  • Enhance communication between IT and third-party service providers




  • Auto-escalation — Address pressing issues based on service targets, with automatic routing to appropriate individuals
  • Service definitions — Truly customize your service delivery expectations-even down a single executive-to provide more responsive service to key individuals or groups
  • Review date notification — Never miss a service level review date
  • Document service level management — Create and easily manage service catalogs, service level agreements, operational level agreements, and underlying contracts
  • Logical grouping — Link terms and keep up with relationships among customers, services and incidents
  • Real-time monitoring and reporting — proactively address SLA compliance issues before they fully develop
  • Web access — Reduce costs and speed resolution with smart client and Web client compatibility


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