Highlights from David Wheeldon
David is one of the world's leading authorities on IT Service Management. He worked for the UK Government and was author of many of the original ITIL books. He was founder Secretary of the itSMF and Chairman of itSMF International and is now Honorary Vice-President. He is the ISEB's Chief Service Management Examiner.
More importantly, David has had extensive experience over more than 25 years of planning and implementing IT Service Management for a wide range of organizations in all market sectors. He is possibly the world's most experienced ITIL trainer, and has lectured extensively on this subject in more than 50 countries. He is the joint architect of HP's global ITSM Assessment Service and the Customer-One service and has delivered more that 30 such assessments worldwide.
David was the author of many of the original ITIL books and is the joint author (with HP colleague David Cannon) of the new ITIL V3 Service Operation Book, and is a member of the APM Group senior examiners panel.
David has written a series of highlights on various topics within ITIL V3 that can be difficult to understand or cause confusion to the community, these highlights aim to clarify any confusion that exists surrounding these topics. An overview of these highlights is listed below. To view the full text, simply follow the link from the highlight headings:
Who does what in Service Strategy?
In trying to shown how IT should be closely aligned with the business, the Service Strategy book has not always made it clear ‘who does what’ – on training courses students are often confused about which things are the responsibility of the business – and which are the responsibility of IT. This highlight will help delineate these responsibilities.
Some of the practical guidance regarding the mechanics of financial management that was present at Version 2 is not covered in Version 3. This highlight will describe the missing guidance and suggest how it should still be used.
There are some discrepancies between what is said about the SKMS between the Service Design and Service Transition books – this highlight will identify what these are and attempt to clarify the correct position.
Best practice or good practice?
People are often confused about the use of these terms, and how they differ, if at all. The guidance given in some of the ITIL V3 books is misleading – this highlight will address this and try and make things clear!
This is a very important appendix that provides, in section B1, important descriptions regarding Asset Types – these provide a key to diagrams fig 4.4, 4.5 and 4.6 in section 4 of the Service Strategy book – which many people struggle to understand without this additional information. This highlight will point this out and help provide some clarification.
Business Units and Service Units
Feedback from many training courses suggests that students are often very confused about these things – and the difference between them. The wording in the SS book does not help! This highlight will attempt to give pragmatic, simple to understand examples of each and aid clarity regarding the way they interface
Process Diagrams and Templates | Self Assessment Maturity Model | Technical White Papers
ITIL Live Members' Forum | Ask the Experts | Common Implementation Obstacles and Difficulties
eLearning Zone | Qualification News | ITIL V3 Glossary | Spirit of Best Practice | Highlights from David Wheeldon
