1. © 2006 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice Bridging the Gap between ITIL V2 and ITIL V3 Roc Paez HP Education

2. V2 Processes Incident Management Problem Management Configuration Management Change Management Release Management Service Level Management Capacity Management Availability Management Financial Management IT Service Continuity Management Agree & Define Plan & Improve Release & Control Support & Restore Financial Management Service Level Management Capacity Management Availability Management IT Service Continuity Management Service Desk Configuration Management Change Management Release Management Incident Management Problem Management Service Desk

3. Continual Service Improvement Agree & Define Plan & Improve Release & Control Support & Restore Service Strategy Financial Management Demand Management Service Portfolio Management Service Design Financial Management Service Catalog Management Service Level Management Availability Management Capacity Management Supplier Management Information Security Management IT Service Continuity Management Availability Management Capacity Management IT Service Continuity Management Service Transition Transition Planning & Support Change Management Configuration Management Change Management Release Management Configuration Management Release Management Service Validation & Testing Evaluation Knowledge Management Service Operation Event Management Incident Management Request Fulfillment Problem Management Access Management Service Desk Technical Management IT Operations Management Applications Management Incident Management Problem Management Service Desk Service Measurement Service Reporting Service Improvement

4. 4HE785S B.00 – © 2007 Hewlett-Packard Development Company, L.P. Aimed at the CIO Consideration of sourcing strategies Financial management significantly enhanced Portfolio Management Many new methods, and activities

5. 5HE785S B.00 – © 2007 Hewlett-Packard Development Company, L.P. Continual Service Improvement Service Design Service Transition Service Operation Service Strategy

6. 6HE785S B.00 – © 2007 Hewlett-Packard Development Company, L.P. Aimed at development AND operations Much new material not covered in V2 Includes many of the V2 Service Delivery Processes Service Catalog Management Service Level Management Supplier Management Service Portfolio Availability Management IT Service Continuity Management Capacity Management Information Security Management Service Catalog

7. 7HE785S B.00 – © 2007 Hewlett-Packard Development Company, L.P. Continual Service Improvement Service Transition Service Operation Service Strategy Service Design

8. 8HE785S B.00 – © 2007 Hewlett-Packard Development Company, L.P. Updated change, release and configuration management Knowledge Management Testing and Evaluation Data and Information Information Integration Layer Knowledge Processing Layer Presentation Layer CMDB2 CMDB1 DML1 KEDB Service Knowledge Management System Integrated CMDB DML2 Service Knowledge base CMIS AMIS

9. 9HE785S B.00 – © 2007 Hewlett-Packard Development Company, L.P. Continual Service Improvement Service Design Service Operation Service Strategy Service Transition

10. 10HE785S B.00 – © 2007 Hewlett-Packard Development Company, L.P. Includes much of Infrastructure Management book Incident and Problem Management New processes and functions

11. 11HE785S B.00 – © 2007 Hewlett-Packard Development Company, L.P. Continual Service Improvement Service Design Service Transition Service Strategy Service Operation

12. 12HE785S B.00 – © 2007 Hewlett-Packard Development Company, L.P. Measurement and improvement Lots of new content Some things from v2 Service Level Management and v2 Planning to Implement

13. 13HE785S B.00 – © 2007 Hewlett-Packard Development Company, L.P. Continual Service Improvement Service Design Service Transition Service Operation Service Strategy