ITIL V2 vs. ITIL V3

Attribute	ITIL V2	ITIL V3
Version	V2	V3
Focus	Process-oriented	Lifecycle-oriented
Number of Processes	10	26
Service Strategy	No specific stage	Distinct lifecycle stage
Service Design	No specific stage	Distinct lifecycle stage
Service Transition	No specific stage	Distinct lifecycle stage
Service Operation	No specific stage	Distinct lifecycle stage
Continual Service Improvement	No specific stage	Distinct lifecycle stage
Service Catalog	Not explicitly defined	Explicitly defined
Service Level Management	Part of Service Delivery	Part of Service Design
Change Management	Part of Service Support	Part of Service Transition
Incident Management	Part of Service Support	Part of Service Operation
Problem Management	Part of Service Support	Part of Service Operation
Configuration Management	Part of Service Support	Part of Service Transition
Release Management	Part of Service Delivery	Part of Service Transition

Introduction

ITIL (Information Technology Infrastructure Library) is a widely adopted framework for IT service management. It provides a set of best practices and guidelines to align IT services with business needs. Over the years, ITIL has evolved, with ITIL V2 and ITIL V3 being two significant versions. In this article, we will compare the attributes of ITIL V2 and ITIL V3, highlighting their differences and improvements.

Service Lifecycle Approach

One of the major differences between ITIL V2 and ITIL V3 is the adoption of a service lifecycle approach in ITIL V3. ITIL V2 focused on individual processes and their management, while ITIL V3 introduced a holistic view of IT service management through the service lifecycle. The service lifecycle consists of five stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. This approach ensures a more integrated and end-to-end perspective on managing IT services.

Process Orientation

ITIL V2 primarily focused on defining processes and their activities. It provided detailed process descriptions and guidelines for implementation. However, ITIL V3 expanded on this by emphasizing the importance of process integration and collaboration. It introduced the concept of process interfaces and interactions, highlighting the need for seamless coordination between different processes. This shift towards process orientation in ITIL V3 promotes a more efficient and effective service management approach.

Service Strategy

In ITIL V2, the concept of service strategy was not explicitly defined. However, ITIL V3 dedicated an entire stage to Service Strategy, recognizing its significance in aligning IT services with business objectives. The Service Strategy stage focuses on understanding customer needs, defining service offerings, and developing strategies to deliver value. By incorporating Service Strategy as a distinct stage, ITIL V3 provides a structured approach to strategic planning and decision-making in IT service management.

Service Design

Both ITIL V2 and ITIL V3 emphasize the importance of service design. However, ITIL V3 introduced several enhancements in this area. It introduced the Service Design Package (SDP), which is a comprehensive document containing all the necessary information for designing a new IT service or making changes to an existing one. ITIL V3 also introduced the concept of Service Level Packages (SLPs), which define the specific service levels and targets agreed upon with customers. These additions in ITIL V3 enhance the clarity and consistency of service design activities.

Service Transition

ITIL V3 expanded on the Service Transition stage compared to ITIL V2. It introduced additional processes and concepts to ensure smooth and controlled transitions of services into the live environment. ITIL V3 introduced the Change Evaluation process, which assesses the impact and risks of proposed changes before implementation. It also introduced the Service Asset and Configuration Management (SACM) process, which focuses on managing the configuration items and their relationships. These enhancements in ITIL V3 enhance the overall quality and reliability of service transitions.

Service Operation

Both ITIL V2 and ITIL V3 emphasize the importance of effective service operation. However, ITIL V3 introduced several improvements in this area. It introduced the Incident Management and Problem Management processes as separate entities, highlighting the need for proactive problem resolution. ITIL V3 also introduced the concept of Event Management, which focuses on monitoring and managing events that could potentially impact IT services. These additions in ITIL V3 enhance the overall stability and availability of IT services during the operational phase.

Continual Service Improvement

Continual Service Improvement (CSI) is a core concept in both ITIL V2 and ITIL V3. However, ITIL V3 introduced a more structured and integrated approach to CSI. It introduced the Seven-Step Improvement Process, which provides a systematic approach to identify, define, and implement improvements in IT service management. ITIL V3 also emphasized the importance of measurement and metrics in CSI, promoting a data-driven approach to decision-making. These enhancements in ITIL V3 ensure a more proactive and continuous improvement culture within organizations.

Conclusion

ITIL V2 and ITIL V3 are two significant versions of the ITIL framework. While ITIL V2 focused on individual processes, ITIL V3 adopted a service lifecycle approach and emphasized process integration. ITIL V3 introduced dedicated stages for Service Strategy and enhanced the Service Design, Service Transition, Service Operation, and Continual Service Improvement stages. These improvements in ITIL V3 provide organizations with a more comprehensive and structured approach to IT service management, ultimately leading to improved service quality and customer satisfaction.