ITIL Live

ITIL Live® is a web-based information service for all ITIL® users. Forming a bridge between ITIL theory and practice, it puts ITIL V3 into a live learning environment so users, trainers and consultants can implement ITIL and ITIL learning programmes with greater ease and understanding.

For the first time, subscribers to ITIL Live can see at a glance how the Service Lifecycle works, who is involved and what they need to do. As well as bringing together all the lifecycle phases, processes and roles, its unique structure allows users to move quickly from one level to the other in a highly structured way and then drill down to find the level of detail they want.

ITIL V3, the latest development, is a Service Lifecycle based practice incorporating the best of V1 and V2 and tested current best practice for IT Service Management. There are five lifecycle titles that form the core of ITIL:

Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement.

ITIL Live has been designed to enhance and complement the core publications. For the first time, the lifecycle phases, processes and roles have been brought together allowing users to see at a glance not just how the lifecycle works, but who should be involved and what they need to do. Its unique structure allows you to drill down to find the most helpful level of detail, while tools are provided that help all those involved to implement and deliver.

Special Features

Developed as a direct response to the needs of the ITIL users' community, ITIL Live features include:

Content authored by experts - ITIL Live is a multi-authored site with contributions from the original ITIL V3 authoring team as well as other key stakeholders from around the globe involved in Service Management.
Ease of use - Easy links between the tiers encourage exploration of the site and increase all round understanding of ITIL.
Drill-down capability - Layers of information provide increasing levels of detail to suit users' needs.
Access via multiple routes - Depending on how you wish to interrogate content, access is via:
- 27 Process Maps, which are mapped against the lifecycle stages
- Main Practice Elements, which are defined against each lifecycle stage
- Roles of people involved, which apply to the stage/stages of the model you are looking at
- Principles, defining the key concepts that underpin each lifecycle stage.
Clear colour coding - Main Practice Elements can be easily related to the core lifecycle.
Growing, updatable Knowledge Base - Users will be able to access a growing body of up-to-date information and guidance.
Downloadable bespokeable templates - Documents will be downloadable for personal use, with templates provided as Word files for convenience.
Gateway to further guidance - Extracted documents in supplementary material will be linked to larger work.
Published by TSO - As ITIL's official publisher, TSO works closely with expert content providers. TSO is known to be a provider of high quality, peer-reviewed content delivered via a framework of strong governance.
Reviewed by leading industry experts - Overseen by the Chief Architect, Author of ITIL V3 and other industry experts making up the Content Review Group.

Who Can Use It?

Who Will Benefit?

How It Works?

Who Can Use It?

ITIL Live does more than offer support to organisations already working with ITIL V3. It can be used both as an educational support for people who want to learn more about ITIL V3 and as an implementation tool for practitioners who are committed to moving from V2 to V3.
It is designed to bring a range of benefits to three main groups of users:

Service Management Practitioners - anyone working or being trained in Service Management will gain from being able to move seamlessly from the framework to descriptions of the practicalities of implementation.
Organisations in the Public and Private Sector - ITIL Live allows staff throughout organisations to access information on ITIL implementation.
Consultancy and Training Organisations - ITIL Live is not just a vital internal training resource. It can be accessed by external providers of support so they can pass on ITIL knowledge and the most useful support in terms of materials and recommendations.

Who Will Benefit?

ITIL Live helps users plan the implementation of ITIL V3, by showing them how processes relate to the lifecycle and what is required at every stage of the project.
From cutting costs to helping diffuse knowledge of ITIL through the organization, ITIL Live delivers wide ranging benefits:

As a practical aid: the service models help users gain a full understanding of the Service Lifecycle. Process flows, templates and documents then help users apply the guidance in their everyday work processes.
As an educational aid: organisations who are investing in formal ITIL education will be able to use ITIL Live as a resource for study and as a reference tool after ITIL certification.
As an affordable implementation tool: documenting how IT Service Management (ITSM) will be executed within departments and organisations is a major component of ITIL implementation. ITIL Live provides a resource which is delivered centrally and is affordable and available to all.
As a service improvement aid: by bringing all the key elements together, the service model makes it easy for organisations to pinpoint gaps in their current model and add components that improve the organisation's service practices.
As a source of up-to-date best practice: content will be added continually to the knowledge base, following approval by the Content Review Group. This ensures that content remains refreshed and current while subscribers will be alerted and supplied with links as new documents are added.
As a practical and accessible resource: to enable a broader and deeper understanding of IT implementation, ITIL Live will make it easier to engage non specialists within the organisation with the implementation process. This will increase buy-in and help ensure its ongoing success and continual improvement.

How It Works?

The content within ITIL Live is presented with multiple access points, grounded on a knowledge base of updated, practical tools and information.

Processes

Offering a process-based perspective, ITIL Live presents the five core stages of the ITIL Lifecycle: Service Design, Service Strategy, Service Transition, Service Operation and Continual Service Improvement. Each stage is broken down into its core generic processes.

Main Practice Elements

The Main Practice Elements (MPEs) focus on how to apply customized processes so that they support the overarching aims of service management in the real world. In short, it is where users find out how to turn "whats" into "hows".
Users can select each Lifecycle Stage, then drill down to find out about the supporting processes, related roles and other information. This allows users to find out, at a glance, not only how the process works but also, how the associated tasks work, who needs to be involved, what they should do and how they can be best supported.
MPEs define which ITIL processes need to be carried out at every stage of the lifecycle and in turn which specific tasks and activities are relevant. Key Performance Indicators are also available alongside the MPEs. Clicking on a specific task or activity from the customized process leads to a detailed breakdown of work instructions, task roles and bespokeable templates. Downloadable Microsoft Visio versions of the customized MPE processes are also available.

Roles

This route provides users with a breakdown of all IT Service Management roles and where they fit into the ITIL lifecycle. In development is a further capability which will allow users to search the Service Models for tasks specific to various roles.

Principles

All of the key principles are fully described defining the key concepts that underpin each of the lifecycle stages of ITIL.

Experts Behind Best Practice Live

ITIL Live is a multi-authored site with contributions from the original ITIL authoring team as well as other key stakeholders from around the globe involved in Service Management. Publisher of ITIL Live, TSO, would especially like to thank AGI, in particular Candace Tarin and Sharon Taylor, for their involvement in the creation and development of ITIL Live plus Bidemi Johnson. Aspect Group Inc (AGI) is a North American company providing IT Service Management (ITSM) products and services to global clients for over 15 years. AGI specializes in ITSM investment and health assessments, consulting and strategic advisory services. AGI provides its services to most major ITSM vendors in the industry and helps shape the future of Service Management around the world every day.

Sharon Taylor

Sharon is a well known figure within today's IT Service Management community, with significant experience. As the Chief Architect and Chief Examiner of ITIL V3 Sharon is also chair of the itSMF International, at the centre of best practice development and endorsement.

Her contributions to the community and to best practice are based upon extensive professional experience in the industry. After many years as an active ITSM professional within Canada, she is currently President of Aspect Group Inc, leading AGI's consultancy, training and ITSM practice, working with clients throughout North America and Europe.

Candace Tarin

Candace is a well known IT Service Management expert. Her 10 year career in the IT Industry has progressed from Technical Support to application developer, ITSM professional trainer accredited by the Information Systems Examination Board (ISEB) and the APM Group, to AGI's Leading Senior ITSM consultant since 1998. AGI clients span North America, Europe and Asia and Candace manages this large, diverse global client base for AGI's ITSM Consultancy Practice.

Candace was invited by ISEB to be a V2 ITIL Examiner where she maintains work on a global team to grade candidate exams. More recently, she was asked to join the V3 Examiners Panel and works with an international group alongside the Chief Examiner developing V3 examinations for the Service Strategy and Service Transition Lifecycle stream.

Candace is a contributing author to ITIL best practices and industry white papers and was a member of the ITIL V3 refresh project. She is heavily involved in the development of the V3 Complementary Guidance and is a contributing author to upcoming publications for the V3 library.

Bidemi Johnson

Bidemi is an experienced Service Management Professional with over 10 years significant strategic and practical operational experience in strategy development, implementation, and maturing of IT and ITIL Service Management capabilities

She has worked on major Service Management initiatives across various industry sectors including but not limited to the Public sector (Cabinet Office, Ministry of Justice) Finance, Media, Utility, Retail and Legal sectors; ambitious programs set to align IT with business strategies and deliver value for money.

With an ITIL Service Management and PRINCE2 certificate, she has a demonstrable track record of delivering sound IT projects with great business benefits. She has also managed major Transition and Transformational initiatives for IT Managed Services and e-Government Transformational projects.

The Content Review Group

Content review is central to the ongoing success of every best practice methodology. It ensures that the content is updated to represent best practice at any given time; that it is accessible and stays true to stated aims; and that all user groups are reflected and have a say in the ongoing evolution of the content. ITIL Live's Content Review Group is a key driver for continuing development and international success. Solidly grounded in ITSM, the group combines wide-ranging experience, specific expertise in all key areas and the highest levels of professionalism.

Robert E. Stroud

Robert is Vice President Service Management and the IT Service Management and Governance Evangelist at CA, Inc.

A 26-year IT veteran, Robert has significant practical industry experience and is a recognized industry speaker and leader. He has contributed to several major titles on ITIL and COBIT and was a member of the ITIL refresh process in the roles of mentor, reviewer and served on the Advisory Group.

Link:-www.ca.com/blogs/stroud

Alison Cartlidge

Alison has over 20 years experience of working in IT. She is currently Head of the Service Management Community for Steria Ltd, responsible for Service Management best practice across the UK and India.

Alison is active in the itSMF Publication Committee, coauthoring and editing a number of itSMF publications. She has been involved in ITIL V2 modules and was a member of the ITIL Refresh Independent Advisory Group for ITIL V3.

Link:-www.steria.co.uk

Barry Corless, FISM

ABarry is Head of Education and Consulting at Remarc and a fully qualified Service Management consultant with almost 20 years IT industry experience. He has been lecturing, consulting, implementing and using ITIL Service Management processes for the past 10 years. In addition, Barry is a Fellow of the Institute of Service Management and Chief Examiner for the APMG for ITIL V2. Barry is a director and vice chair of the UK IT Service Management Forum.

Link:-www.remarc.co.uk

Jeroen Bronkhorst

Jeroen is a member of the ITIL V3 authoring team and author of the integrated ITIL V3 models that are used in the Official Introduction to the ITIL Service Lifecycle. A certified ITIL Service Manager, he is a member of the Publications Executive Sub-Committee within itSMF Netherlands.

Jeroen is Chief Strategist at HP and is the lead authority for the HP Service Management Framework (based on ITIL V3 and otherstandards), as well as its ITSM Reference Model built around ITIL V2.

Link:-www.hp.com/blogs/itil

Malcolm Fry

A recognised IT industry figure with over 40 years experience in Information Technology, Malcolm serves as an Independent Executive Advisor to Computer Associates Software. Malcolm is the author of many publications on IT service and support, and is the solo performer in a highly successful, best selling DVD series made for the Help Desk Institute. He was on the Advisory Group for ITIL V3 and mentor for one of the ITIL V3 books.

Link:-Malcolm@malcolmfry.com

Brenda Iniguez

Brenda is a seasoned IT Support Professional, with over 25 years experience in Fortune 100 companies, designing, building, consolidating, and managing their Enterprise Support Centers. ITIL V3 and ITIL Service Manager certified, she is well versed in all the key Service Management disciplines, and all aspects of Service Desk Management.

She is active in several professional groups, including the itSMF National Conference Board, and an active speaker at national Support Conferences and association meetings.

Link:-Brendai@frontrange.com

Gary Case

Gary is the co-author of the ITIL V3 Continual Service Improvement core volume, and is an IT professional with more than 30 years of experience. An ITIL Service Manager, Gary specializes in providing strategic process consulting, business alignment, project management, and training to IT professionals across all industries. He also presents ITSM and ITIL-related sessions to audiences at major events worldwide. Gary joined Pink Elephant after successfully running his own consulting and training company, and serving as the Director of Training for the Help Desk Institute (HDI).

Link:-www.pinkelephant.com

Phil Montanaro, FISM, FBCS, CITP

With an IT career spanning over 32 years, Phil is currently the EMEA Service Delivery Executive for the EDS Shell Account. He holds several extracurricular roles on bodies such as the itSMF ISO/IEC 20000 Accreditation Panel, OGC ITIL Advisory Group and APMG V3 Examiners Panel.

Monty was involved in ITIL V1 & 2, worked on the development of V3, mentored the authors of the Service Strategy core volume, and took an active part in the review of Service Operations.

Link:-philip.montanaro@eds.com

Ken Turbitt

Ken is President and CEO of Service Management Consultancy (SMCG) and formerly global Best Practice Director of BMC Software. Ken's main function is to assist corporates in aligning with the Best Practices for IT services presenting to clients, partners and analysts, and is also on the BMC Thought Leadership Council. Ken has held an ISEB ITIL Manager qualification for more than 10 years, and was an official reviewer of ITIL V3 Service Design book.

Link:-www.smcgltd.com

Theresa Wright

With over 18 years experience in IT Service Management, Theresa Wright specializes in the pragmatic and practical application of ITIL. She has extensive real-life experience in the effective implementation and operation of best practice, as both an internal and external IT service provider.

A member of the APMG ITIL V3 Examination Panel, Theresa was also an official reviewer of ITIL V3 Service Design. Theresa is a member of the itSMF ISO/IEC 20000 Examination Panel, and has been a member of the ISEB Examination Panel for the IT Managers Certificate in IT Service Management since 2002.

Link:-www.computacenter.com

Peter Doherty

Peter Doherty has been a Service Management practitioner for over 20 years. He has worked with customers big and small implementing Service Management solutions, including one of the largest in Australia in an outsourced environment. He has taken an active role in the Service Management community and continues to work with organisations implementing Service Management programs based on ITIL.

He has a Manager's Certificate in Service Management (Distinction), is a published author, contributed to the ITIL V3 Service Operations book, has keynoted at a number of international itSMF conferences as well as winning the Presidents Award for best presentation at a national itSMF conference.

Link:-Peter.Doherty@ca.com

Shirley Lacy

Shirley is highly regarded within the industry and is an authority on Service Management and Configuration Management practices. She is a co-author of the OGC's ITIL Service Transition book and the BSI publications on Achieving ISO/IEC 20000. She is Managing Director of ConnectSphere that specialises in the application of Service Management best practices to deliver value from IT investments. She leads ConnectSphere's consultancy and ITSM implementation practices. Shirley has several industry roles including: the ISO UK Principal Expert for developing IT Service Management and assessment standards, ISO/IEC 20000 and ISO/IEC15504; Vice Chair of the British Computer Society Specialist Group for Change, Configuration and Release Management.

Link:-www.connectsphere.com

Colin Rudd

With 35 years experience, Colin is internationally recognised as a leading authority on Service Management. Lead author in the development of V1, 2 and 3 Colin was responsible for the design of the ITIL V2 framework. He now works for his own company using his extensive practical knowledge of Service Management to assist a number of major clients with the improvement of their Service Management processes and solutions.

Former President of the Institute of IT Service Management he is now a Director of itSMF International and Chair of the itSMF Standards Management Board. Colin's enormous contribution to the Service Management industry was recognised in 2002, with the presentation of the itSMF's "Paul Rappaport" Lifetime Achievement Award.

Link:-www.itemsltd.co.uk

Brian Johnson