Contents

List of figures and tables

iv

4 The filtering process

59

Preface

vi

61

1 Why ITIL Lite?

1.1 Reasons why ITIL v3 may not be

fully implemented

1.2

A v2 and v3 comparison

1.3 Why you cannot implement ITIL

v3 using a linear approach

1.4

Summary

2 A simple but effective approach

to ITIL process engineering

11

2.1 Why you need a systematic

approach to process engineering

13

2.2 Why the processes must

incorporate more than ITIL

14

2.3

Process design for ITIL Lite

16

2.4

Monitoring ITIL processes

24

2.5

Building ITIL Lite processes

28

3 Categorizing ITIL v3 components

39

3.1 Why do ITIL components need

to be categorized?

42

3.2

The four categories

43

3.3

The art of categorization

54

3.4

Summary

58

4.1

Filtering the ITIL components

5 ITIL Lite templates

65

5.1

The approaches

69

5.2

Creating an ITIL Lite template

87

6 Preparing to implement ITIL Lite

91

6.1

Component maturity

93

6.2

Component priorities

97

6.3

Component action plan

103

6.4

Gap analysis

105

6.5

The master action plan

108

7 Summary

115

7.1

Example road map

117

7.2

Continual improvement

118

Index

119

Preface
ITIL Lite is an approach to implementing key ITIL v3
components to provide a sound basis for IT service
management either as a starting point for full v3
implementation or as a deliverable for those not
wishing to fully implement ITIL v3.
The ITIL v3 core consists of five publications:
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement.
Each publication is also a phase in the service
lifecycle. The ITIL v3 core publications were
published by The Stationery Office in 2007.
Two common questions seem to arise when
discussing ITIL v3 implementation with service
management professionals. Firstly, where is the
starting point for implementing ITIL v3? Secondly, is
it necessary to implement the whole of ITIL v3? Note
that the questions were not should we implement
ITIL v3, but how should we implement it.
Before discussing how to implement ITIL Lite it is
important to explain the reasoning and logic behind
the concept. It is not meant to compete with, or
in anyway denigrate, ITIL v3. It has been created
to assist those organizations that are adopting,
or thinking of adopting, ITIL v3. There are many
organizations that, for different reasons (see section
1.1), cannot or will not be implementing ITIL v3 in its
entirety. There are also those organizations that are
looking towards full ITIL v3 implementation but are
confused as to where to start this journey. ITIL Lite is
aimed at both of these groups.

About this publication

In essence, this is a practical guide to building a
plan to successfully implement ITIL Lite. Its stepby-step approach will reduce the time required to
create an ITIL project.
This publication provides a good basic
understanding of how the various ITIL v3
components can be linked and integrated in a
logical and structured manner. It supplements and
extends the traditional sources of ITIL education
and helps to quantify the view of ITIL as a complete
service, and not a series of numerous components.
The chapters are colloquial and conversational
in tone. This is intentional the steps are easier
to explain in this way, and easier for you to
remember.

Who should read this publication?

This publication is aimed at a wide audience,
from those who are trying to decide whether
to implement ITIL v3 to those who are actively
looking to build an ITIL v3 project. It will help
guide those managing the project and give project
team members a valuable insight into how their
ITIL Lite project is constructed. In fact, anyone who
has any role to play in ITIL v3 implementation will
find this publication valuable and, because ITIL
touches upon many parts of IT, even non-ITSM
professionals may want to understand how they
could be affected by it (they will find Chapter 3 on
categorization particularly interesting).