As I was prepared for the course (I did some reading before), this was not a real issue...
This being said, after a few days I was wondering how companies would present ITIL V3 to the IT Management team, to a CIO, and obviously the business! The introduction of the Service life cycle is a new concept which requires the buy-in and the sponsorship maybe beyond the IT department! Service Strategy has to be sold, and demonstrates a real value, but this not the point.
Let’s imagine you are in a mature IT department where IT Governance is your daily culture. You may have different IT Governance pillars and among them:
- IT Service Management
- Project Portfolio Management
- Enterprise Architecture
Usually, different teams take care of these initiatives and unfortunately they do not always work together.
The Project Portfolio Management team (PPM) collect business demands and requirements, classify, categorize them, and on an annual basis, do some sort of planning after a budgetary exercise with the business. The PPM team may collaborate with the Enterprise Architecture team to better understand the impact of new demands on the company’s architectures. They may also interact with the IT Service Management for Capacity Management and Service Level Management to better assess these demands.
The Enterprise Architecture (EA) team who already has documented a baseline architecture, define a target architecture (or transition architecture) based on the business drivers, business strategy and with a gap analysis, identify new opportunities, new projects. These new initiatives may afterwards be included in the list of projects and be processed by the PPM team.
With V3, the situation becomes more complex as we have a new way of starting projects! The view is based on the creation of new services which are then included in the Service pipeline and Service Portfolio. In the past, with V2, operational people only had a reactive position. With V3, Service Strategy considers the business view and proposes ITSM as a way to launch new projects!
Isn’t this confusing? Do you think that companies which already have implemented PPM and eventually EA would change the way they classify and launch new projects? Would you go to your CIO and tell him….”...now with V3… we should start with a Service Strategy and consider PPM and EA, either in parallel or afterwards”?. No way! Would you go to your business partners and claim that V3 is a new way of creating new projects and services? Maybe not…
Below I have tried in a diagram to describe various scenarios related to how companies may approach the three domains:
- The PPM view considers new projects with PPM has the core methodology to address business needs. It refers first to Enterprise Architecture and then IT Service Management.
- The EA view consider PPM first and finally ITSM.
- The ITSM view (in fact V3) consider first PPM (Service Strategy) and then EA (Service Design)
It is clear that none of these approaches can be considered as better than the other one. All frameworks include bits and pieces of the others. I may imagine that V3 will make the choice event more difficult and mature IT department will have to evaluate where Service Strategy and Design fits in their IT Governance framework…or consider V3 has being the more innovative and change the company’s culture.